Internet banking and customer satisfaction: a case of Nepalese commercial banks / Elish Shrestha 

Public ISBD Title : Internet banking and customer satisfaction: a case of Nepalese commercial banks Material Type: printed text Authors: Elish Shrestha, Author Publication Date: 2015 Pagination: 69p. Size: GRP/Thesis Accompanying material: 2/B General note: Including bibliography Languages : English Descriptors: Customer satisfaction Banks Banks and banking Commercial banks Internet banking Nepal Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102 Abstract: Customer satisfaction is imperative for the long-term success of any organization. More the competition, higher is the necessity to keep the customers satisfied. After liberalization, both public and private sectors are facing enormous competition. In this competitive atmosphere, it becomes essential to understand the dimensions of service quality. Internet banking is the most inventive service offered by the banks. For banks, internet has emerged as a strategic resource for achieving higher efficiency. The electronic revolution has made it possible to provide ease and flexibility in banking operations, which benefit the customers. Customer satisfaction is a long-term strategy. It is one of the most important competitive factors that indicate a company’s profitability. Banks in Nepal are providing different facilities to the customers like SMS banking, online banking and many more. Due to such facilitiesNepalese people are gainingbanking knowledge and they are saving their money in banks. The major objective of the study is to examine the relationship between internet banking services and customer satisfaction in Nepalese commercial banks. Likewise, the specific objectives areto examine the relationship between reliability of internet banking services and customer satisfaction in Nepalese Commercial Banks;to assess the performance of internet banking activities of commercial banks in Nepal;to analyze the customer satisfaction level in service security and customer support in internet banking services of Nepalese commercial banks;to determine the relationship between easy to use internet banking services and customer satisfaction in Nepalese commercial banks;to evaluate the awareness of internet banking services among the customers of Nepalese commercial banks; andto examine the impact of perceived value of internet banking services on customer satisfaction. The study is based on primary source of data. Data for the survey are collected from the customers of different commercial banks. The primary sources of data have been used to assess the opinion of respondents with respect to customers’ satisfaction and internet banking services provided by the Nepalese commercial banks. The total sample respondents are 150 from different bank customers. The instruments are descriptive statistics as well as inferential statistics and convenience sampling technique is used. Frequencies, percentage, medium, standard deviation, correlation, regression and test of significance are used in this study to measure the customer satisfaction with internet banking services. The research is based on the qualitative method. The results and findings are mainly dependent on the customers’perception, evaluation and psychological reactions of consumption experience of the products and services of respective banks. Majority of the respondents have agreed that transactions done through internet banking help to enhance the efficiency of customers. In the same way, 64% of the respondents have agreed that internet banking enables to accomplish more banking activities. Likewise, in rating the performance of internet banking services like bill payments, e-alerts, stop payment, balance enquiry, retrieving bank statement and fund transfer majority of respondents have rated that commercial banks are good enough to provide all these services to their customers. Majority of internet banking users (44%) are satisfied with the internet banking services provided to customers by their respective banks. But talking about the cost of internet banking services imposed by the banks, many respondents are neither satisfied nor dissatisfied. Easy to Use (EU) is found significant at 1 percent level of significance and service security is found significant at 10 percent. This shows that only two variables have good explanatory power among all the independent variables. The study concludes thatinternet banking has become a major facility sought by the existing and potential customers especially the educated and employed people to get better and fast services. All the service sectors depend on customers and their satisfaction and the banks are no exception. Majority of the customers are using internet banking since it is easy to use. The bank should make it more flexible and also website should be made in multi languages so that all walk of people will be attracted to the internet banking. It is also recommended that banks must invest in understanding the needs of customers of internet banking and try as much as possible to meet their various needs associated with the services provided by internet banking. This study suggests that there is a need for further researchers to examine the effect of customer satisfaction or dissatisfaction including more dimensions like system availability, cost effectiveness, brand perception, compensation, problem handling and many more as there will be huge acceptance of e-banking with the passage of time with growing awareness and education. Internet banking and customer satisfaction: a case of Nepalese commercial banks [printed text] / Elish Shrestha, Author . - 2015 . - 69p. ; GRP/Thesis + 2/B. Including bibliography Languages : English Descriptors: Customer satisfaction Banks Banks and banking Commercial banks Internet banking Nepal Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102 Abstract: Customer satisfaction is imperative for the long-term success of any organization. More the competition, higher is the necessity to keep the customers satisfied. After liberalization, both public and private sectors are facing enormous competition. In this competitive atmosphere, it becomes essential to understand the dimensions of service quality. Internet banking is the most inventive service offered by the banks. For banks, internet has emerged as a strategic resource for achieving higher efficiency. The electronic revolution has made it possible to provide ease and flexibility in banking operations, which benefit the customers. Customer satisfaction is a long-term strategy. It is one of the most important competitive factors that indicate a company’s profitability. Banks in Nepal are providing different facilities to the customers like SMS banking, online banking and many more. Due to such facilitiesNepalese people are gainingbanking knowledge and they are saving their money in banks. The major objective of the study is to examine the relationship between internet banking services and customer satisfaction in Nepalese commercial banks. Likewise, the specific objectives areto examine the relationship between reliability of internet banking services and customer satisfaction in Nepalese Commercial Banks;to assess the performance of internet banking activities of commercial banks in Nepal;to analyze the customer satisfaction level in service security and customer support in internet banking services of Nepalese commercial banks;to determine the relationship between easy to use internet banking services and customer satisfaction in Nepalese commercial banks;to evaluate the awareness of internet banking services among the customers of Nepalese commercial banks; andto examine the impact of perceived value of internet banking services on customer satisfaction. The study is based on primary source of data. Data for the survey are collected from the customers of different commercial banks. The primary sources of data have been used to assess the opinion of respondents with respect to customers’ satisfaction and internet banking services provided by the Nepalese commercial banks. The total sample respondents are 150 from different bank customers. The instruments are descriptive statistics as well as inferential statistics and convenience sampling technique is used. Frequencies, percentage, medium, standard deviation, correlation, regression and test of significance are used in this study to measure the customer satisfaction with internet banking services. The research is based on the qualitative method. The results and findings are mainly dependent on the customers’perception, evaluation and psychological reactions of consumption experience of the products and services of respective banks. Majority of the respondents have agreed that transactions done through internet banking help to enhance the efficiency of customers. In the same way, 64% of the respondents have agreed that internet banking enables to accomplish more banking activities. Likewise, in rating the performance of internet banking services like bill payments, e-alerts, stop payment, balance enquiry, retrieving bank statement and fund transfer majority of respondents have rated that commercial banks are good enough to provide all these services to their customers. Majority of internet banking users (44%) are satisfied with the internet banking services provided to customers by their respective banks. But talking about the cost of internet banking services imposed by the banks, many respondents are neither satisfied nor dissatisfied. Easy to Use (EU) is found significant at 1 percent level of significance and service security is found significant at 10 percent. This shows that only two variables have good explanatory power among all the independent variables. The study concludes thatinternet banking has become a major facility sought by the existing and potential customers especially the educated and employed people to get better and fast services. All the service sectors depend on customers and their satisfaction and the banks are no exception. Majority of the customers are using internet banking since it is easy to use. The bank should make it more flexible and also website should be made in multi languages so that all walk of people will be attracted to the internet banking. It is also recommended that banks must invest in understanding the needs of customers of internet banking and try as much as possible to meet their various needs associated with the services provided by internet banking. This study suggests that there is a need for further researchers to examine the effect of customer satisfaction or dissatisfaction including more dimensions like system availability, cost effectiveness, brand perception, compensation, problem handling and many more as there will be huge acceptance of e-banking with the passage of time with growing awareness and education.

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Public corporations of nepal / Radhye Shyam Pradhan 

Public ISBD Title : Public corporations of nepal Material Type: printed text Authors: Radhye Shyam Pradhan, Author Publisher: Delhi, National book organization Publication Date: 1986 Pagination: 1986p Size: Book Languages : English Descriptors: Corporations-Finance Nepal Ratioanalysis Keywords: 'ratioanalysis  nepal' Public corporations of nepal [printed text] / Radhye Shyam Pradhan, Author . - [S.l.] : Delhi, National book organization, 1986 . - 1986p ; Book. Languages : English Descriptors: Corporations-Finance Nepal Ratioanalysis Keywords: 'ratioanalysis  nepal'

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Stones of conflict and war / Govinda Ram Bhattarai 

Public ISBD Title : Stones of conflict and war Material Type: printed text Authors: Govinda Ram Bhattarai, Author Publisher: Kathmandu: Modern Book Publication Date: 2007 Pagination: 219p Size: Book Price: Rs.350 Languages : English Descriptors: Civil war Nepal Short stories Nepal Keywords: 'nepali fiction  nepal, civil war' Class number: 891.495 Stones of conflict and war [printed text] / Govinda Ram Bhattarai, Author . - [S.l.] : Kathmandu: Modern Book, 2007 . - 219p ; Book. Rs.350 Languages : English Descriptors: Civil war Nepal Short stories Nepal Keywords: 'nepali fiction  nepal, civil war' Class number: 891.495

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824	891.495 BHA	Books	Uniglobe Library	Literature	Available

The impact of internal marketing on bank performance in Nepal / Netra Bahadur Khatri 

Public ISBD Title : The impact of internal marketing on bank performance in Nepal Material Type: printed text Authors: Netra Bahadur Khatri, Author Publication Date: 2016 Pagination: 75p. Size: GRP/Thesis Accompanying material: 4/B General note: Including bibilography Languages : English Descriptors: Banks Banks and banking Market segmentation Marketing Marketing channels Nepal Keywords: 'marketing  banks  banks and banking  internal marketing  return on assets  return on equity  net profit margin' Class number: 658.802 Abstract: Satisfied employee’s results in satisfied customers and eventually their loyalty and finally increase the performance of the organization. In the competitive world, customers are in the center of companies’ considerations and their loyalty is the main factor of competitive advantage of organizations and it is possible only through internal marketing. Internal marketing was first introduced as solution to provide quality products to customers. . Increased competition, expectations and changing technological and business propositions made many service organizations to think of a marketing approach to deliver satisfaction to the customers. The relevance of internal marketing to business success cannot be undermined because it is aimed at meeting the firm's goals and employee goals resulting goal congruency. The business performance of a bank is associated with the employee performance and this performance is a function of the motivation of the employee amongst other factors. In Nepalese context, significant relationship has been found between job stressors, job stress and the job satisfaction. Some study has found that there is no association between socio-demographic characteristic and job satisfaction. Internal marketing as an important concept where firms apply marketing tools to attract and retain the best employees which enhances the business performance. As banks are the service organizations they need to attract and retain customers to ensure a sustainable competitive advantage as the employee plays a central role in attracting, building and maintaining relationships with customers. Job satisfaction is of vital importance for the growth of any organization. The satisfied employees are the biggest asset to an organization whereas the biggest liability is dissatisfied employees This study has used primary and secondary sources of data to analyze the impact of internal marketing practices on bank performance. The primary sources of data have been used to assess the opinion of respondents to examine present status and role of current internal marketing in the banking performance. Secondary data have been collected from bank Supervision report and other reports from Nepal Rastra bank. The study was conducted in Kathmandu valley and 172 questionnaires survey has been accomplished for the study purpose. The secondary data for bank performance has been taken from annual report of the commercial bank for the year 2013/14. Frequency of responses, percentages and ranking have been used to analyze the primary data while descriptive statistics, correlation analysis, stepwise regressions have been carried out to examine the secondary data. This study found that internal marketing affects internal customer loyalty and bank performance. The internal marketing dimension i.e. employee motivation, strategic reward have significant positive impact on customer loyalty and also other dimension such as management commitment to service quality and employee motivation has positive impact on customer loyalty. Among all the dimension of internal marketing customer loyalty is more influenced by employee motivation. On the basis of findings, the study concludes that internal marketing has positive impact on internal marketing. When employees are satisfied, the loyalty would improve and thus the banking performance. Further, the study also concludes that internal marketing dimension such as customer loyalty, strategic reward, vision awareness and management commitment to service quality has significant and positive relation with bank performance. Regular training and development to employee of the organization satisfies the employees more, thus they are committed to work more on discipline manner. This ultimately results in better banking performance. The recommendation made by this study suggests that banks willing got increase return on equity should keep practicing in any kind of organization to improve the productivity. Employee’s skills and knowledge should be regularly improved to increase the financial performance in the bank. Banks willing to increase its return on assets should provide appropriate right and responsibility. It also recommends that banks willing to increase return on equity should be made internal and external working environment good and transparent internal communication. As the result revealed customer loyalty has positive and significant impact with employee motivation and strategic awareness, banks willing to increase customer loyalty should be able to motivate its employees enough in the workplace. They should make aware of the strategy of the organization so that they would work on the basis of those strategic goals. The impact of internal marketing on bank performance in Nepal [printed text] / Netra Bahadur Khatri, Author . - 2016 . - 75p. ; GRP/Thesis + 4/B. Including bibilography Languages : English Descriptors: Banks Banks and banking Market segmentation Marketing Marketing channels Nepal Keywords: 'marketing  banks  banks and banking  internal marketing  return on assets  return on equity  net profit margin' Class number: 658.802 Abstract: Satisfied employee’s results in satisfied customers and eventually their loyalty and finally increase the performance of the organization. In the competitive world, customers are in the center of companies’ considerations and their loyalty is the main factor of competitive advantage of organizations and it is possible only through internal marketing. Internal marketing was first introduced as solution to provide quality products to customers. . Increased competition, expectations and changing technological and business propositions made many service organizations to think of a marketing approach to deliver satisfaction to the customers. The relevance of internal marketing to business success cannot be undermined because it is aimed at meeting the firm's goals and employee goals resulting goal congruency. The business performance of a bank is associated with the employee performance and this performance is a function of the motivation of the employee amongst other factors. In Nepalese context, significant relationship has been found between job stressors, job stress and the job satisfaction. Some study has found that there is no association between socio-demographic characteristic and job satisfaction. Internal marketing as an important concept where firms apply marketing tools to attract and retain the best employees which enhances the business performance. As banks are the service organizations they need to attract and retain customers to ensure a sustainable competitive advantage as the employee plays a central role in attracting, building and maintaining relationships with customers. Job satisfaction is of vital importance for the growth of any organization. The satisfied employees are the biggest asset to an organization whereas the biggest liability is dissatisfied employees This study has used primary and secondary sources of data to analyze the impact of internal marketing practices on bank performance. The primary sources of data have been used to assess the opinion of respondents to examine present status and role of current internal marketing in the banking performance. Secondary data have been collected from bank Supervision report and other reports from Nepal Rastra bank. The study was conducted in Kathmandu valley and 172 questionnaires survey has been accomplished for the study purpose. The secondary data for bank performance has been taken from annual report of the commercial bank for the year 2013/14. Frequency of responses, percentages and ranking have been used to analyze the primary data while descriptive statistics, correlation analysis, stepwise regressions have been carried out to examine the secondary data. This study found that internal marketing affects internal customer loyalty and bank performance. The internal marketing dimension i.e. employee motivation, strategic reward have significant positive impact on customer loyalty and also other dimension such as management commitment to service quality and employee motivation has positive impact on customer loyalty. Among all the dimension of internal marketing customer loyalty is more influenced by employee motivation. On the basis of findings, the study concludes that internal marketing has positive impact on internal marketing. When employees are satisfied, the loyalty would improve and thus the banking performance. Further, the study also concludes that internal marketing dimension such as customer loyalty, strategic reward, vision awareness and management commitment to service quality has significant and positive relation with bank performance. Regular training and development to employee of the organization satisfies the employees more, thus they are committed to work more on discipline manner. This ultimately results in better banking performance. The recommendation made by this study suggests that banks willing got increase return on equity should keep practicing in any kind of organization to improve the productivity. Employee’s skills and knowledge should be regularly improved to increase the financial performance in the bank. Banks willing to increase its return on assets should provide appropriate right and responsibility. It also recommends that banks willing to increase return on equity should be made internal and external working environment good and transparent internal communication. As the result revealed customer loyalty has positive and significant impact with employee motivation and strategic awareness, banks willing to increase customer loyalty should be able to motivate its employees enough in the workplace. They should make aware of the strategy of the organization so that they would work on the basis of those strategic goals.

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