Title :	Customer satisfaction towards service quality of Nepalese commercial Banks
Material Type:	printed text
Authors:	Padama Yogi, Author
Publication Date:	2016
Pagination:	108p.
Size:	GRP/Thesis
Accompanying material:	6/B
Languages :	English
Descriptors:	Customer satisfaction Service quality
Class number:	658.812
Abstract:	Customer satisfaction is defined as a customer’s overall evaluation of the performance of an offering to date. Customer satisfaction is considered as the emotional response to the experiences associated with the quality of products, services, timeliness, efficiency, ease of access, environment, other facilities including the behavior and attitude of the service providers in comparison to the customer’s expectations . It is the transaction specific effective response to the evaluation of discrepancy between the prior expectations and actual experience relating to banking services. Quality is such an important issue that it is considered a really significant concept in our real life. It is regarded as a strategic organizational weapon. And, the pressing need of developing service organizations and upgrading their services necessitates the measuring of service quality. Service quality has a significant impact on a bank’s success and performance. Service quality is particularly essential in the banking services context because it provides a high level of customer satisfaction, and hence it becomes a key to competitive advantage. The studies devoted to customer satisfaction and service quality, service quality is of greater significance for customers’ satisfaction. Hence, this study focuses on examining customer satisfaction towards service quality of Nepalese commercial banks. Increased competition, highly educated consumers, and increase in standard of living are forcing many businesses to review their customer service strategy. Many business firms are channeling more efforts to retain existing customers rather than to acquire new ones since the cost of acquiring one new customer is greater than cost of retaining existing customers. Maximizing customer satisfaction through quality customer service has been described as 'the ultimate weapon. In all industries, when competitors are roughly matched, those with stress on customer's service will win. Customer satisfaction will vary from person to person , depending on a whole host of variables which may be both psychological and physical. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Today all the Nepalese commercial banks are offering different services which are not only enhancing bank customers’ satisfaction but also expanding the banking business. Due to increase competition, it is essential for bank to know about service quality and customer satisfaction level for the same. Service quality is particularly essential in the banking services context because it provides high level of customer satisfaction, and hence it becomes a key to competitive advantage. In addition, service quality has a significant impact on a bank’s success and performance. Nowadays, service quality has received much attention because of its obvious relationship with costs, financial performance, customer satisfaction, and customer retention. Organizations’ not only needs empirical data to understand the level of customers’ satisfaction but also they need to understand how to integrate these service quality concepts into managing the customer’s satisfaction. This study will help the management of service providers to better understand their service quality which might help them to draw specific guidelines to meet the customer’s expectation. The study is based on the primary data. The data obtained from the questionnaires survey are analyzed through SPSS. The instruments are descriptive statistics and inferential statistics. To analyze the reliability and validity of the data Cronbach’s alpha (α) is used. Frequencies, percent, mean, medium, standard deviation, correlation and test of significance are used in this study to measure the determinants of customer satisfaction. To achieve the purpose of the study, structured questionnaire was prepared. Out of 235 questionnaires, only 220 numbers of customers’ response were received. Subjects were asked to assess their perceptions of various items representing customer satisfaction towards service quality of Nepalese commercial banks. The study reveals that all the service quality variables (reliability, responsiveness, empathy, assurance, tangibles, communication, and security) and customer satisfaction is positively related. It means an increase in service quality variables will lead to an increase in customer satisfaction. The study also concludes that reliability is ranked in first position on the basis of calculated mean value. Similarly, security, responsiveness, empathy, assurance, tangibles and communication are ranked second, third, fourth, fifth, sixth and seventh position respectively as far as factors affecting customer satisfaction is concerned. Service quality is an essential aspects that satisfy customers. Most of the customers were satisfied with the bank’s security and tangibles.

Customer satisfaction towards service quality of Nepalese commercial Banks [printed text] / Padama Yogi, Author . - 2016 . - 108p. ; GRP/Thesis + 6/B.
Languages : English

Descriptors:	Customer satisfaction Service quality
Class number:	658.812
Abstract:	Customer satisfaction is defined as a customer’s overall evaluation of the performance of an offering to date. Customer satisfaction is considered as the emotional response to the experiences associated with the quality of products, services, timeliness, efficiency, ease of access, environment, other facilities including the behavior and attitude of the service providers in comparison to the customer’s expectations . It is the transaction specific effective response to the evaluation of discrepancy between the prior expectations and actual experience relating to banking services. Quality is such an important issue that it is considered a really significant concept in our real life. It is regarded as a strategic organizational weapon. And, the pressing need of developing service organizations and upgrading their services necessitates the measuring of service quality. Service quality has a significant impact on a bank’s success and performance. Service quality is particularly essential in the banking services context because it provides a high level of customer satisfaction, and hence it becomes a key to competitive advantage. The studies devoted to customer satisfaction and service quality, service quality is of greater significance for customers’ satisfaction. Hence, this study focuses on examining customer satisfaction towards service quality of Nepalese commercial banks. Increased competition, highly educated consumers, and increase in standard of living are forcing many businesses to review their customer service strategy. Many business firms are channeling more efforts to retain existing customers rather than to acquire new ones since the cost of acquiring one new customer is greater than cost of retaining existing customers. Maximizing customer satisfaction through quality customer service has been described as 'the ultimate weapon. In all industries, when competitors are roughly matched, those with stress on customer's service will win. Customer satisfaction will vary from person to person , depending on a whole host of variables which may be both psychological and physical. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Today all the Nepalese commercial banks are offering different services which are not only enhancing bank customers’ satisfaction but also expanding the banking business. Due to increase competition, it is essential for bank to know about service quality and customer satisfaction level for the same. Service quality is particularly essential in the banking services context because it provides high level of customer satisfaction, and hence it becomes a key to competitive advantage. In addition, service quality has a significant impact on a bank’s success and performance. Nowadays, service quality has received much attention because of its obvious relationship with costs, financial performance, customer satisfaction, and customer retention. Organizations’ not only needs empirical data to understand the level of customers’ satisfaction but also they need to understand how to integrate these service quality concepts into managing the customer’s satisfaction. This study will help the management of service providers to better understand their service quality which might help them to draw specific guidelines to meet the customer’s expectation. The study is based on the primary data. The data obtained from the questionnaires survey are analyzed through SPSS. The instruments are descriptive statistics and inferential statistics. To analyze the reliability and validity of the data Cronbach’s alpha (α) is used. Frequencies, percent, mean, medium, standard deviation, correlation and test of significance are used in this study to measure the determinants of customer satisfaction. To achieve the purpose of the study, structured questionnaire was prepared. Out of 235 questionnaires, only 220 numbers of customers’ response were received. Subjects were asked to assess their perceptions of various items representing customer satisfaction towards service quality of Nepalese commercial banks. The study reveals that all the service quality variables (reliability, responsiveness, empathy, assurance, tangibles, communication, and security) and customer satisfaction is positively related. It means an increase in service quality variables will lead to an increase in customer satisfaction. The study also concludes that reliability is ranked in first position on the basis of calculated mean value. Similarly, security, responsiveness, empathy, assurance, tangibles and communication are ranked second, third, fourth, fifth, sixth and seventh position respectively as far as factors affecting customer satisfaction is concerned. Service quality is an essential aspects that satisfy customers. Most of the customers were satisfied with the bank’s security and tangibles.