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Refine your search Apply to external sourcesFactors influencing customer satisfaction on online banking in Nepalese / Bimal Pandey
Title : Factors influencing customer satisfaction on online banking in Nepalese Material Type: printed text Authors: Bimal Pandey, Author Publication Date: 2017 Pagination: 95p. Size: GRP/Thesis Accompanying material: 9/B Languages : English Descriptors: Customer satisfaction
Bank and banking
online bankingClass number: 332.170 Abstract: Online banking is where a customer can access his or her bank account through internet using personal computer or mobile phone and web-browser (Arunachalam and Sivasubramanian 2007). In addition, Ongkasuwan and Tantichattanon (2002) further defines online banking service as banking service that allows customers to access and perform financial transactions on their bank accounts from their web enabled computers with internet connection to banks' web sites any time they wish. Online banking service also enables bank customers to perform transactions such as transfer and payments, access of latest balance, statement viewing, account detail viewing, customization, print, downloading of statements and obtaining of a history statement on all accounts linked to the bank’s customers’ auto bank (ATMs).
In the competitive world of business, no organization can be successful without regard to the needs and demands of its customers’ satisfaction. The quality of products and services offered by the organizations enables them to distinguish themselves from other competitors. Most experts believe that the surest way to achieve success is to remain in the minds of customers and it is only obtained by providing high quality of products and services (Naebzadeh and Fatahi, 2009). Awareness of the concept of service quality and its efforts to improve has been led to the quality of services. Increasing levels of service quality can enhance customer satisfaction (Donnelly et al., 2006).
The main objective of the study is to analyze the relationship between customer’s satisfaction and online banking of Nepalese commercial banks. The specific objectives are to analyze the perception of customers on the level of service quality dimensions (easy to use, efficiency, reliability, responsiveness, security) of the Nepalese commercial banks, to examine the relationship of easy to use, efficiency, reliability, responsiveness, security on customer satisfaction, to determine the impact of selected service quality dimensions on customer satisfaction, to find out the most important factor affecting customer satisfaction on online banking in Nepalese commercial banks.
This study is primarily based on primary sources of data. The primary sources of data have been used to assess the opinion of respondents with respect to customer satisfaction level regarding the commercial banks. The questionnaire survey has been conducted to know the opinions of customers regarding service quality variables of Nepalese commercial banks.A set of questionnaire was prepared and distributed to the customers of sample Nepalese commercial banks. The questions were designed to get the views, related information from the respondents. Data were collected using well formulated questionnaires. The questionnaires were self-adjusted, validated and pre-tested. The respondents represent customers of 22 commercial banks of Nepal and total of 180 questionnaires were collected. The information related to customer satisfaction and service qualities were administered through questionnaires.
The major conclusion of the study is that online banking service quality play a prominent role in determination of customer’s satisfaction. Easy to use and reliability are the major factors affecting customer satisfaction. This shows that easier the online banking services to use, higher would be the customer satisfaction. The study also concludes that there is a positive relationship between easy to use and customer satisfaction. It reveals that easier the online banking services to use, higher the customers’ satisfaction. Similarly, the study shows that customer satisfaction is positively related to efficiency. It reveals that more the online services provided by the banks are efficient, higher the customer satisfaction would be. The beta coefficient for reliability, responsiveness and security are positively related to customer satisfaction. It indicates increase in reliability, responsiveness and securitywill leads to increase in customer satisfaction.
Factors influencing customer satisfaction on online banking in Nepalese [printed text] / Bimal Pandey, Author . - 2017 . - 95p. ; GRP/Thesis + 9/B.
Languages : English
Descriptors: Customer satisfaction
Bank and banking
online bankingClass number: 332.170 Abstract: Online banking is where a customer can access his or her bank account through internet using personal computer or mobile phone and web-browser (Arunachalam and Sivasubramanian 2007). In addition, Ongkasuwan and Tantichattanon (2002) further defines online banking service as banking service that allows customers to access and perform financial transactions on their bank accounts from their web enabled computers with internet connection to banks' web sites any time they wish. Online banking service also enables bank customers to perform transactions such as transfer and payments, access of latest balance, statement viewing, account detail viewing, customization, print, downloading of statements and obtaining of a history statement on all accounts linked to the bank’s customers’ auto bank (ATMs).
In the competitive world of business, no organization can be successful without regard to the needs and demands of its customers’ satisfaction. The quality of products and services offered by the organizations enables them to distinguish themselves from other competitors. Most experts believe that the surest way to achieve success is to remain in the minds of customers and it is only obtained by providing high quality of products and services (Naebzadeh and Fatahi, 2009). Awareness of the concept of service quality and its efforts to improve has been led to the quality of services. Increasing levels of service quality can enhance customer satisfaction (Donnelly et al., 2006).
The main objective of the study is to analyze the relationship between customer’s satisfaction and online banking of Nepalese commercial banks. The specific objectives are to analyze the perception of customers on the level of service quality dimensions (easy to use, efficiency, reliability, responsiveness, security) of the Nepalese commercial banks, to examine the relationship of easy to use, efficiency, reliability, responsiveness, security on customer satisfaction, to determine the impact of selected service quality dimensions on customer satisfaction, to find out the most important factor affecting customer satisfaction on online banking in Nepalese commercial banks.
This study is primarily based on primary sources of data. The primary sources of data have been used to assess the opinion of respondents with respect to customer satisfaction level regarding the commercial banks. The questionnaire survey has been conducted to know the opinions of customers regarding service quality variables of Nepalese commercial banks.A set of questionnaire was prepared and distributed to the customers of sample Nepalese commercial banks. The questions were designed to get the views, related information from the respondents. Data were collected using well formulated questionnaires. The questionnaires were self-adjusted, validated and pre-tested. The respondents represent customers of 22 commercial banks of Nepal and total of 180 questionnaires were collected. The information related to customer satisfaction and service qualities were administered through questionnaires.
The major conclusion of the study is that online banking service quality play a prominent role in determination of customer’s satisfaction. Easy to use and reliability are the major factors affecting customer satisfaction. This shows that easier the online banking services to use, higher would be the customer satisfaction. The study also concludes that there is a positive relationship between easy to use and customer satisfaction. It reveals that easier the online banking services to use, higher the customers’ satisfaction. Similarly, the study shows that customer satisfaction is positively related to efficiency. It reveals that more the online services provided by the banks are efficient, higher the customer satisfaction would be. The beta coefficient for reliability, responsiveness and security are positively related to customer satisfaction. It indicates increase in reliability, responsiveness and securitywill leads to increase in customer satisfaction.
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Barcode Call number Media type Location Section Status 366/D 332.102 PAN Thesis/Dissertation Uniglobe Library Social Sciences Available
Title : Impact of online banking on customer satisfaction of Nepalese commercial bank Material Type: printed text Authors: Ritu Joshi, Author Publication Date: 2015 Pagination: 75p. Size: GRP/Thesis Accompanying material: 4/B General note: Including bibilography
Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Customer relations
Customer services
Electronic commerceKeywords: 'online banking banking banks customer satisfaction nepal customer relations' Class number: 332.170 Impact of online banking on customer satisfaction of Nepalese commercial bank [printed text] / Ritu Joshi, Author . - 2015 . - 75p. ; GRP/Thesis + 4/B.
Including bibilography
Languages : EnglishHold
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Barcode Call number Media type Location Section Status 83/D 332.170 IMP Thesis/Dissertation Uniglobe Library Social Sciences Available
Title : Impact of online on customer satisfaction and firm performance in Nepalese commercial banks Material Type: printed text Authors: Arya Shakya, Author Publication Date: 2016 Pagination: 68p. Size: GRP/Thesis Accompanying material: 4/B General note: Including bibiolography Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Customer servicesKeywords: 'online banking banking banks customer satisfaction nepal customer relations' Class number: 332.170 Abstract: Internet banking is any inquiry or online transaction process, without any reference to the branch at any time. It involves use of internet for delivery of banking products and services (Deyong et al., 2007). Once the branch offices of banks are inter-connected through terrestrial or satellite links, there will be no physical identity for any branch. It will be a borderless entity permitting anytime, anywhere and anyhow banking. Internet banking is the act of conducting financial intermediation on the internet (Ramya et al., 2013). It is that process whereby the customers are able to access, control and use their account over the internet. Online banking is one of the fastest growing banking practice now days (Khan, 2007).
In Nepalese context, current trend in private banking has been the changed from traditional branch banking to more stand-alone banking. In other words, a move towards using electronic delivery channels such as the internet, telephone and mobile phones has been increasing day by day (Yadav, 2004). Commercial banks operating in Nepal are consequently put into lot of pressures due to increase in competition (Banstola, 2007). Different strategies are formulated to retain the customer and the key of it is to increase the service quality level. Limited knowledge and resources on the customers side was regarded as major barrier faced by the banks for the development and widespread coverage of internet banking technology. Beside this, the information provided by the banks to its customers was not adequate and customers that are aware of the facility are not attracted towards utilizing it for their day-to-day transaction (Khatri and Upadhya-Dhungel, 2012).
This study has used primary and secondary sources of data to analyze the impact of online banking services on customer satisfaction and bank performance. The primary sources of data have been used to assess the opinion of respondents to examine present status and role of online banking in the banking performance. Secondary data have been collected from annual report of banks and supervision report of Nepal Rastra bank. The study was conducted in Kathmandu valley and 145 questionnaires survey has been accomplished for the study purpose. Frequencies of responses, percentages and ranking have been used to analyze the primary data while descriptive statistics, correlation analysis and regressions have been carried out to examine the secondary data.
This study found that satisfaction is positively related to ROA and ROE indicating that higher satisfaction to customer would lead to improved financial performance of the banks. Ease of use as an online banking variable is found to be positively related to ROA and ROE indicating satisfaction in ease of use for online banking leads to increased ROA and ROE of the Nepalese commercial banks. The positive correlation of usefulness of the online banking indicate that increased usefulness of the online banking to the customer leads to increased financial performance of the commercial banks in Nepal. The positive correlations of security in online banking with ROE indicate that return on equity of the bank increases if bank became able to increase security in online banking. Responsiveness is found to be positively related to ROA and ROE which indicates that if employees provide good response to customers complains and queries on online banking services, bank can increase financial performance; ROA and ROE. The regression result of return on assets (ROA) revealed that increased customer satisfaction increases the return on assets (ROA). Similarly, increased security in online banking and increased usefulness to the customer increases the bank performance as indicated by ROA. The regression analysis of the dependent variable (ROE) indicates that increased level of satisfaction to the customer increase the return on equity. Similarly, increased usefulness and security in online banking help to improve the banking performance as indicated by return on equity.
This study concluded that customer satisfaction in online banking has positive impact on bank performance of the Nepalese commercial bank. The improvement in online banking determinants such as ease of use, usefulness, security, responsiveness and efficiency leads to increased ROA and ROE of the commercial banks of Nepal. Further, friendly behavior of employees towards the customers query leads to increase the financial performance of the banks.
Impact of online on customer satisfaction and firm performance in Nepalese commercial banks [printed text] / Arya Shakya, Author . - 2016 . - 68p. ; GRP/Thesis + 4/B.
Including bibiolography
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Customer servicesKeywords: 'online banking banking banks customer satisfaction nepal customer relations' Class number: 332.170 Abstract: Internet banking is any inquiry or online transaction process, without any reference to the branch at any time. It involves use of internet for delivery of banking products and services (Deyong et al., 2007). Once the branch offices of banks are inter-connected through terrestrial or satellite links, there will be no physical identity for any branch. It will be a borderless entity permitting anytime, anywhere and anyhow banking. Internet banking is the act of conducting financial intermediation on the internet (Ramya et al., 2013). It is that process whereby the customers are able to access, control and use their account over the internet. Online banking is one of the fastest growing banking practice now days (Khan, 2007).
In Nepalese context, current trend in private banking has been the changed from traditional branch banking to more stand-alone banking. In other words, a move towards using electronic delivery channels such as the internet, telephone and mobile phones has been increasing day by day (Yadav, 2004). Commercial banks operating in Nepal are consequently put into lot of pressures due to increase in competition (Banstola, 2007). Different strategies are formulated to retain the customer and the key of it is to increase the service quality level. Limited knowledge and resources on the customers side was regarded as major barrier faced by the banks for the development and widespread coverage of internet banking technology. Beside this, the information provided by the banks to its customers was not adequate and customers that are aware of the facility are not attracted towards utilizing it for their day-to-day transaction (Khatri and Upadhya-Dhungel, 2012).
This study has used primary and secondary sources of data to analyze the impact of online banking services on customer satisfaction and bank performance. The primary sources of data have been used to assess the opinion of respondents to examine present status and role of online banking in the banking performance. Secondary data have been collected from annual report of banks and supervision report of Nepal Rastra bank. The study was conducted in Kathmandu valley and 145 questionnaires survey has been accomplished for the study purpose. Frequencies of responses, percentages and ranking have been used to analyze the primary data while descriptive statistics, correlation analysis and regressions have been carried out to examine the secondary data.
This study found that satisfaction is positively related to ROA and ROE indicating that higher satisfaction to customer would lead to improved financial performance of the banks. Ease of use as an online banking variable is found to be positively related to ROA and ROE indicating satisfaction in ease of use for online banking leads to increased ROA and ROE of the Nepalese commercial banks. The positive correlation of usefulness of the online banking indicate that increased usefulness of the online banking to the customer leads to increased financial performance of the commercial banks in Nepal. The positive correlations of security in online banking with ROE indicate that return on equity of the bank increases if bank became able to increase security in online banking. Responsiveness is found to be positively related to ROA and ROE which indicates that if employees provide good response to customers complains and queries on online banking services, bank can increase financial performance; ROA and ROE. The regression result of return on assets (ROA) revealed that increased customer satisfaction increases the return on assets (ROA). Similarly, increased security in online banking and increased usefulness to the customer increases the bank performance as indicated by ROA. The regression analysis of the dependent variable (ROE) indicates that increased level of satisfaction to the customer increase the return on equity. Similarly, increased usefulness and security in online banking help to improve the banking performance as indicated by return on equity.
This study concluded that customer satisfaction in online banking has positive impact on bank performance of the Nepalese commercial bank. The improvement in online banking determinants such as ease of use, usefulness, security, responsiveness and efficiency leads to increased ROA and ROE of the commercial banks of Nepal. Further, friendly behavior of employees towards the customers query leads to increase the financial performance of the banks.
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Barcode Call number Media type Location Section Status 176/D 332.170 SHA Thesis/Dissertation Uniglobe Library Social Sciences Available
Title : Intention to use online banking system: an overview in Nepalese context Material Type: printed text Authors: Kristal Pradhan, Author Publication Date: 2014 Pagination: 73p. Size: GRP/Thesis Accompanying material: 2/B General note: Including biblography Languages : English Descriptors: Banks
Banks and banking
Internet banking
NepalKeywords: 'internet banking banks banks and banking commercial banks nepal' Class number: 332.170 Abstract: Technology has highly affected the banking service and their performance. With the evolution of information technology the banking sector all over the world are providing financial service through information system: automated teller machine, internet banking, telephone banking, in an effort to remain competitive as well as enhance customer service.Customer satisfaction and customer retention are increasingly developing into key success factor in online banking and this is more determined by customer acceptance rather than seller offerings.
The main objective of the study is to determine the factors that affect the use of online banking system among Nepalese banking and financial institutions.The study undertakes descriptive research design and used primary data to fulfill the objectives of the study. 200 structured questionnaire that were distributed among the users of online banking system of Nepalese commercial bank of Kathmandu valley, among them only 177 complete responses were collected and that was considered for analysis purpose. The study has undertaken 5 joint venture banks, 2 governments owned banks and 9 public banks’ online banking system users. Frequency, percentage and descriptive statistics like median, mode and standard deviation were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability.
The main conclusion of the study is perceived ease of use, perceived enjoyment, availability of information and perceived risk has significant impact of intention to use of online banking system. Evidence also suggests that majority of the respondent know the availability of service and they use it. Ease of use is the most important factor for use of online banking service and majority of the respondent agree that online banking system is easy to use. Respondents enjoy use of online banking service and have an evidence of significant positive relationship. Availability of internet connection also affects intention to use of online banking system. Evidence also suggests that respondents perceive risk (feel insecure) with use of online banking system
Intention to use online banking system: an overview in Nepalese context [printed text] / Kristal Pradhan, Author . - 2014 . - 73p. ; GRP/Thesis + 2/B.
Including biblography
Languages : English
Descriptors: Banks
Banks and banking
Internet banking
NepalKeywords: 'internet banking banks banks and banking commercial banks nepal' Class number: 332.170 Abstract: Technology has highly affected the banking service and their performance. With the evolution of information technology the banking sector all over the world are providing financial service through information system: automated teller machine, internet banking, telephone banking, in an effort to remain competitive as well as enhance customer service.Customer satisfaction and customer retention are increasingly developing into key success factor in online banking and this is more determined by customer acceptance rather than seller offerings.
The main objective of the study is to determine the factors that affect the use of online banking system among Nepalese banking and financial institutions.The study undertakes descriptive research design and used primary data to fulfill the objectives of the study. 200 structured questionnaire that were distributed among the users of online banking system of Nepalese commercial bank of Kathmandu valley, among them only 177 complete responses were collected and that was considered for analysis purpose. The study has undertaken 5 joint venture banks, 2 governments owned banks and 9 public banks’ online banking system users. Frequency, percentage and descriptive statistics like median, mode and standard deviation were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability.
The main conclusion of the study is perceived ease of use, perceived enjoyment, availability of information and perceived risk has significant impact of intention to use of online banking system. Evidence also suggests that majority of the respondent know the availability of service and they use it. Ease of use is the most important factor for use of online banking service and majority of the respondent agree that online banking system is easy to use. Respondents enjoy use of online banking service and have an evidence of significant positive relationship. Availability of internet connection also affects intention to use of online banking system. Evidence also suggests that respondents perceive risk (feel insecure) with use of online banking system
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Barcode Call number Media type Location Section Status 58/D 332.170 PRA Thesis/Dissertation Uniglobe Library Social Sciences Available
