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Title : Automated teller machine service quality and customer satisfaction in Nepalese commercial banks Material Type: printed text Authors: Ishan Buddhacharya, Author Publication Date: 2014 Pagination: 62p. Size: GRP/Thesis Accompanying material: 2/B General note: Including biblioggraphy Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Nepal
Service qualityKeywords: 'customer customer satisfaction banks bank and banking commerciaql nepal' Class number: 658.812 Abstract: Banks are increasing their technology-based service options to remain competitive. Automated Teller Machine (ATM) is an innovative service delivery mode that offers diversified financial services like cash withdrawal, funds transfer, cash deposits, payment of utility and credit card bills, and other financial enquiries. In most developing economies, the automation of banking services has become a critical factor in the process of attaining efficiency in delivering customer services. Many banks have pursued the development of technology-driven strategies towards meeting customer preferences
This study examines the relationship between customer satisfaction and five service quality dimension namely reliability, responsiveness, ease of use, convenience and security in the context of Nepal. This study also reveals the purpose of using ATM service, major problems encountered by ATM card holders and major factor influencing the service quality of ATM.
This research is based on the primary survey and has involved interpretation of opinions of the respondents ATM service quality and customer satisfaction in Nepalese banks. Public sector commercial bank i.e.Rastriya Banijya Bank Limited and Nepal Bank Limited are selected for survey. And in the case of private sector bank, 18 commercial banks are selected according to joint venture and non joint venture commercial banks out of 28 commercial bank. Different statistical tools like mean, standard deviation, correlation analysis and regression analysis are used for primary data analysis.
The study reveals that reliability; responsiveness and security dimension of ATM service quality has positive and significant relationship with customer satisfaction. However, ease of use and conveniences have positive relationship with customer satisfaction but are not statistically significant. Most of the respondents believe ATM service as the necessity of modern banking and the overall service quality provided by commercial bank is satisfactory.
Automated teller machine service quality and customer satisfaction in Nepalese commercial banks [printed text] / Ishan Buddhacharya, Author . - 2014 . - 62p. ; GRP/Thesis + 2/B.
Including biblioggraphy
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Nepal
Service qualityKeywords: 'customer customer satisfaction banks bank and banking commerciaql nepal' Class number: 658.812 Abstract: Banks are increasing their technology-based service options to remain competitive. Automated Teller Machine (ATM) is an innovative service delivery mode that offers diversified financial services like cash withdrawal, funds transfer, cash deposits, payment of utility and credit card bills, and other financial enquiries. In most developing economies, the automation of banking services has become a critical factor in the process of attaining efficiency in delivering customer services. Many banks have pursued the development of technology-driven strategies towards meeting customer preferences
This study examines the relationship between customer satisfaction and five service quality dimension namely reliability, responsiveness, ease of use, convenience and security in the context of Nepal. This study also reveals the purpose of using ATM service, major problems encountered by ATM card holders and major factor influencing the service quality of ATM.
This research is based on the primary survey and has involved interpretation of opinions of the respondents ATM service quality and customer satisfaction in Nepalese banks. Public sector commercial bank i.e.Rastriya Banijya Bank Limited and Nepal Bank Limited are selected for survey. And in the case of private sector bank, 18 commercial banks are selected according to joint venture and non joint venture commercial banks out of 28 commercial bank. Different statistical tools like mean, standard deviation, correlation analysis and regression analysis are used for primary data analysis.
The study reveals that reliability; responsiveness and security dimension of ATM service quality has positive and significant relationship with customer satisfaction. However, ease of use and conveniences have positive relationship with customer satisfaction but are not statistically significant. Most of the respondents believe ATM service as the necessity of modern banking and the overall service quality provided by commercial bank is satisfactory.
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Barcode Call number Media type Location Section Status 36/D 658.812 BUD Thesis/Dissertation Uniglobe Library Technology Available
Title : Customer's adoption of mobile banking in Nepalese commercial banks Material Type: printed text Authors: Situ Tara Bajracharya, Author Publication Date: 2014 Pagination: 100p. Size: GRP/Thesis Accompanying material: 2/B General note: Including bibliography
Languages : English Descriptors: Banks
Banks and banking
Banks and banking, Mobile
Commercial banks
Internet banking
Mobile commerce
NepalKeywords: 'mobile commerce mobile banking banks and banking commercial banks nepal internetbanking' Class number: 332.178 Abstract: Mobile banking is the latest and most innovative service offered by the bank. It refers to provision and aliment of banking and financial services with the help of mobile telecommunication devices. Mobile banking is a term used for performing balance checks, account transactions, payments, credit applications etc. via mobile devices such as mobile phone or personal digital assistant (PDA).It is convenient, simple, secure, anytime and anywhere banking. The viability of the mobile banking channels continues to grow in line with smart phones adoption and proliferation of mobile banking applications. So, the banking industry continues to invest heavily in developing new services and features for mobile banking as banks continue to monitor trends and evaluate the best opportunities for them to strategically invest or partner with key innovators in the space.
The major objective of the study is toreveal mechanisms associated with customers’ acceptance of mobile banking services in Nepalese commercial banks. The specific objectives are: to study the influence of demographic variables on mobile banking usage; to investigate the effects of perceived cost on the adoption of mobile banking; to identify the attitude of customers towards the mobile banking system in terms of perceived usefulness; to determine the ease of using mobile banking system; to measure the trust of users on mobile banking system; to determine the quality and quantity of information the customers have on the mobile banking system; to determine the innovativeness and awareness in mobile services adoption; to identify the customers perceived risk towards mobile banking system. Based on the literature reviews, this study has proposed the conceptual framework identifying perceived usefulness, perceived ease of use, perceived risk, service quality, trust, perceived cost and awareness as the most important factors that determine the customers’intention to adopt of mobile banking services in the context of Nepal.
The study is based on primary sources of data. The primary sources of data are used to assess the opinion of the respondents regarding the factors influencing customers’ intention to adopt mobile banking. The study is both qualitative and quantitative in nature. The study undertakes descriptive and inferential research design. For the study purpose, 250 structured questionnaires were distributed to different respondents out of which 193 questionnaires were collected through friends circle and relatives. The response rate of the study is 77.2% from different customers of commercial banks. The type of the bank isdivided into three categories: public banks, joint venture banks and government owned banks based on the respondents’ responses. Frequency, chi-square test, Kendall’s tau rank correlation test and descriptive statistics like mode are used for analysis purpose. Cronbach’s alpha is also used for the reliability and validity of the questionnaire so that the result can be accurate and with minimum bias. Cross tabulation on the basis of the strata of the investor is performed in order to test for the significance of the response.
The major conclusion of the study is that mobile banking is a new era in banking industry in which banks are spending considerable amount of money to have it available to their customers and to cut their operation costs. Unfortunately, the result shows that large numbers of customers does not use mobile banking for various reasons despite its benefits. The major concern among customers is the safety regarding mobile banking services which forms real obstacles to use the service, followed by network problem and insufficient operating guidance. The study also concludes that people who have adopted mobile banking are young, technically savvy and time-pressured. It shows that younger customers are more interested and eager to use mobile banking than the older ones.But young customers are the ones who are less satisfied with mobile banking. Most of the customers use mobile banking services for account enquiries, alert on account activity, pay electricity and purchase NTC prepaid recharge card. The increase in the use of mobile banking reduces bank visit with reduction in cost efficiency of the bank. There is positive link between perceived usefulness and profession of the mobile banking users. Most of the male users feel mobile banking easy to use. The increasing age have less relation with more positive outcomes in mobile banking. Service quality of mobile banking depends on type of the bank. Most of the user of joint venture bank trust mobile banking as honest services. The perceived cost has negative influence to adopt mobile banking services. Therefore awareness plays a significant role that influence mobile banking services provided by the bank. Thus mobile banking in Nepalese commercial bank has made bank-customer relationship more complex and less personal today.
Customer's adoption of mobile banking in Nepalese commercial banks [printed text] / Situ Tara Bajracharya, Author . - 2014 . - 100p. ; GRP/Thesis + 2/B.
Including bibliography
Languages : English
Descriptors: Banks
Banks and banking
Banks and banking, Mobile
Commercial banks
Internet banking
Mobile commerce
NepalKeywords: 'mobile commerce mobile banking banks and banking commercial banks nepal internetbanking' Class number: 332.178 Abstract: Mobile banking is the latest and most innovative service offered by the bank. It refers to provision and aliment of banking and financial services with the help of mobile telecommunication devices. Mobile banking is a term used for performing balance checks, account transactions, payments, credit applications etc. via mobile devices such as mobile phone or personal digital assistant (PDA).It is convenient, simple, secure, anytime and anywhere banking. The viability of the mobile banking channels continues to grow in line with smart phones adoption and proliferation of mobile banking applications. So, the banking industry continues to invest heavily in developing new services and features for mobile banking as banks continue to monitor trends and evaluate the best opportunities for them to strategically invest or partner with key innovators in the space.
The major objective of the study is toreveal mechanisms associated with customers’ acceptance of mobile banking services in Nepalese commercial banks. The specific objectives are: to study the influence of demographic variables on mobile banking usage; to investigate the effects of perceived cost on the adoption of mobile banking; to identify the attitude of customers towards the mobile banking system in terms of perceived usefulness; to determine the ease of using mobile banking system; to measure the trust of users on mobile banking system; to determine the quality and quantity of information the customers have on the mobile banking system; to determine the innovativeness and awareness in mobile services adoption; to identify the customers perceived risk towards mobile banking system. Based on the literature reviews, this study has proposed the conceptual framework identifying perceived usefulness, perceived ease of use, perceived risk, service quality, trust, perceived cost and awareness as the most important factors that determine the customers’intention to adopt of mobile banking services in the context of Nepal.
The study is based on primary sources of data. The primary sources of data are used to assess the opinion of the respondents regarding the factors influencing customers’ intention to adopt mobile banking. The study is both qualitative and quantitative in nature. The study undertakes descriptive and inferential research design. For the study purpose, 250 structured questionnaires were distributed to different respondents out of which 193 questionnaires were collected through friends circle and relatives. The response rate of the study is 77.2% from different customers of commercial banks. The type of the bank isdivided into three categories: public banks, joint venture banks and government owned banks based on the respondents’ responses. Frequency, chi-square test, Kendall’s tau rank correlation test and descriptive statistics like mode are used for analysis purpose. Cronbach’s alpha is also used for the reliability and validity of the questionnaire so that the result can be accurate and with minimum bias. Cross tabulation on the basis of the strata of the investor is performed in order to test for the significance of the response.
The major conclusion of the study is that mobile banking is a new era in banking industry in which banks are spending considerable amount of money to have it available to their customers and to cut their operation costs. Unfortunately, the result shows that large numbers of customers does not use mobile banking for various reasons despite its benefits. The major concern among customers is the safety regarding mobile banking services which forms real obstacles to use the service, followed by network problem and insufficient operating guidance. The study also concludes that people who have adopted mobile banking are young, technically savvy and time-pressured. It shows that younger customers are more interested and eager to use mobile banking than the older ones.But young customers are the ones who are less satisfied with mobile banking. Most of the customers use mobile banking services for account enquiries, alert on account activity, pay electricity and purchase NTC prepaid recharge card. The increase in the use of mobile banking reduces bank visit with reduction in cost efficiency of the bank. There is positive link between perceived usefulness and profession of the mobile banking users. Most of the male users feel mobile banking easy to use. The increasing age have less relation with more positive outcomes in mobile banking. Service quality of mobile banking depends on type of the bank. Most of the user of joint venture bank trust mobile banking as honest services. The perceived cost has negative influence to adopt mobile banking services. Therefore awareness plays a significant role that influence mobile banking services provided by the bank. Thus mobile banking in Nepalese commercial bank has made bank-customer relationship more complex and less personal today.
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Barcode Call number Media type Location Section Status 68/D 332.178 BAJ Thesis/Dissertation Uniglobe Library Social Sciences Available
Title : Customer satisfaction and its impact on profit ability of Nepalese commercial banks Material Type: printed text Authors: Gelbu Sherpa, Author Publication Date: 2013 Pagination: 103p. Size: GRP/Thesis Accompanying material: 1/B General note: Including bibliography Languages : English Descriptors: Customer satisfaction
Commercial banks
Customer relations
NepalKeywords: 'customer satisfaction banks nepal commercial banks customer relations' Class number: 658.812 Customer satisfaction and its impact on profit ability of Nepalese commercial banks [printed text] / Gelbu Sherpa, Author . - 2013 . - 103p. ; GRP/Thesis + 1/B.
Including bibliography
Languages : English
Descriptors: Customer satisfaction
Commercial banks
Customer relations
NepalKeywords: 'customer satisfaction banks nepal commercial banks customer relations' Class number: 658.812 Hold
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Barcode Call number Media type Location Section Status 20/D 658.812 SHE Thesis/Dissertation Uniglobe Library Technology Available
Title : Customer switching behavior in the retail banking industry of Nepal Material Type: printed text Authors: Shazia Thapa, Author Publication Date: 2014 Pagination: 72p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibilography Languages : English Descriptors: Banks
Banks and banking
Consumer behavior
Customer relations
Nepal
Relationship marketing
SupermarketsKeywords: 'consumer behavior cusomer relations banks banks and banking relationship marketing nepal' Class number: 658.834 Customer switching behavior in the retail banking industry of Nepal [printed text] / Shazia Thapa, Author . - 2014 . - 72p. ; GRP/Thesis + 3/B.
Including bibilography
Languages : EnglishHold
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Barcode Call number Media type Location Section Status 71/D 658.834 THA Thesis/Dissertation Uniglobe Library Technology Available
Title : Determinants of bank deposits: a survey of selected commercial banks in Nepal Material Type: printed text Authors: Akash Khaniya, Author Publication Date: 2014 Pagination: 86p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibliography Languages : English Descriptors: Bank deposits
Banks
Banks and banking
Commercial banks
NepalKeywords: Bank deposits banks banks and banking commercial banks nepal' Class number: 346.730 Abstract: The main source of capital for commercial banks is deposit. Although banks can use other sources of funds such as shareholder's equity, from the profit of its operation or any other business undertakings, the most useful source of capital is deposit.
This study investigates the determinants of deposit of selected Nepalese commercial banks. The objective of the study was to focus on the factors that affect the deposit of the commercial bank of Nepal. This study also focuses on examining the relationship between the bank deposit with bank specific variables and macroeconomic variables in the Nepalese context.
The study is based on both primary and secondary sources of data. The primary sources of data have been used to assess the opinion of respondents with respect to bank deposit regarding the commercial banks and the secondary data have been taken from the annual reports and websites of the respective commercial banks and Nepal Rastra Bank. This study is primarily based on the panel data for the time period 2002/03 to 2011/12 of 18 commercial banks. For the analysis of the data, linear regression model has been used.
The study concluded that bank size, lagged deposit and lagged bank size explain the deposit of the commercial bank of Nepal. Therefore banks should strive hard to manage their total assets (bank size) efficiently so that their objective of increasing deposit can be achieved. From the survey results, the study concluded that interest rate on deposit have strong impact on bank deposit. Similarly, the study also said that employees of the bank play an important role to encourage deposit. In the Nepalese market, customers are more sensitive towards the liquidity position of the banks. Therefore, commercial bank should maintain their liquidity to encourage customers to deposit more. Location of banks’ office is ranked as the most important variable by the respondents so the banks should maintain their offices in such places that reduce time and cost of customers.
Determinants of bank deposits: a survey of selected commercial banks in Nepal [printed text] / Akash Khaniya, Author . - 2014 . - 86p. ; GRP/Thesis + 3/B.
Including bibliography
Languages : English
Descriptors: Bank deposits
Banks
Banks and banking
Commercial banks
NepalKeywords: Bank deposits banks banks and banking commercial banks nepal' Class number: 346.730 Abstract: The main source of capital for commercial banks is deposit. Although banks can use other sources of funds such as shareholder's equity, from the profit of its operation or any other business undertakings, the most useful source of capital is deposit.
This study investigates the determinants of deposit of selected Nepalese commercial banks. The objective of the study was to focus on the factors that affect the deposit of the commercial bank of Nepal. This study also focuses on examining the relationship between the bank deposit with bank specific variables and macroeconomic variables in the Nepalese context.
The study is based on both primary and secondary sources of data. The primary sources of data have been used to assess the opinion of respondents with respect to bank deposit regarding the commercial banks and the secondary data have been taken from the annual reports and websites of the respective commercial banks and Nepal Rastra Bank. This study is primarily based on the panel data for the time period 2002/03 to 2011/12 of 18 commercial banks. For the analysis of the data, linear regression model has been used.
The study concluded that bank size, lagged deposit and lagged bank size explain the deposit of the commercial bank of Nepal. Therefore banks should strive hard to manage their total assets (bank size) efficiently so that their objective of increasing deposit can be achieved. From the survey results, the study concluded that interest rate on deposit have strong impact on bank deposit. Similarly, the study also said that employees of the bank play an important role to encourage deposit. In the Nepalese market, customers are more sensitive towards the liquidity position of the banks. Therefore, commercial bank should maintain their liquidity to encourage customers to deposit more. Location of banks’ office is ranked as the most important variable by the respondents so the banks should maintain their offices in such places that reduce time and cost of customers.
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Barcode Call number Media type Location Section Status 41/D 346.730 KHA Books Uniglobe Library Social Sciences Available
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