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Title : Bank attributes and demographic factors in determining customer’s choice: a case of Nepalese commercial banks Material Type: printed text Authors: Shishir K.C, Author Publication Date: 2016 Pagination: 77p. Size: GRP/Thesis Accompanying material: 4/B General note: Including bibilography Languages : English Descriptors: Banks
Banks and banking
Customer relations
Customer servicesKeywords: 'customers satisfaction,bank location,social recognition physical facilities' Class number: 332.175 Bank attributes and demographic factors in determining customer’s choice: a case of Nepalese commercial banks [printed text] / Shishir K.C, Author . - 2016 . - 77p. ; GRP/Thesis + 4/B.
Including bibilography
Languages : English
Descriptors: Banks
Banks and banking
Customer relations
Customer servicesKeywords: 'customers satisfaction,bank location,social recognition physical facilities' Class number: 332.175 Hold
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Barcode Call number Media type Location Section Status 154/D 332.175 KCS Thesis/Dissertation Uniglobe Library Social Sciences Available
Title : Determinants of bank selection by Nepalese customers Material Type: printed text Authors: Anil Kumar Bist, Author Publication Date: 2014 Pagination: 84p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibliography Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Customer loyalty
Customer services
Management
NepalKeywords: 'bank bank and banking management commercial customer nepal' Class number: 332.01 Abstract: Customer Bank selection is the decision that a customer takes on the basis of different attributes or factors that the bank has. The different factors taken in consideration by customers’ while selecting a bank are various types of services provided by the banks, Interest rates that has been taken or given by bank, promptness of services, responses of employees and so on. Bank occupies an important place in the framework of every economy. It provides capital for the development of industry, trade & business investing the saving collected as deposit. All the economic activities of every country are greatly influenced by the banking business of that country. Banks, by playing active roles, have changed the economic structure of the world. Integrated & speedy development of the country is possible only when competitive banking services reach nooks & corners of the country. Therefore a banking organization must prioritize the provision of high quality service to its customers. People are using the services of the banks to meet up their variety of purposes. Services delivered by the banks play an important role in forming customer’s attitude towards the organizations.
The study seeks to examine and gain an insight and understanding into the factors that informed customers' selection of banks as well as their loyalty to particular banks. This understanding and insight will further provide the light for Nepalese banks to formulate new strategies and decisions. Based on these strategies and decisions it will provide a roadmap which will help the banks to attract customers and groom them to become addicted and loyalist to the bank. The main purpose of the study was to investigate the determinants of bank selection used by Nepalese customers.
The study is based on primary data. Nature of data is qualitative which is collected from customers of sixteen Nepalese commercial banks that include public banks, joint venture banks and non joint commercial banks. The primary data analysis is done on the basis of different statistical tools like: Cronbach’s alpha, mean, median, percentage frequency distribution, and correlation analysis.
The major conclusions of the study are the customers’ reliability depends on attractive infrastructures. The satisfaction level of customers with current services provided by Nepalese Commercial banks is low. In case of efficient services provided by bank customers are satisfied except in case of Public sector banks. The customers like to recommend their bank to other people rather than public bank. Customers indicated location convenience as first major factor followed by high interest rate. According to the result the factors that customers consider while selecting Nepalese commercial banks most of the respondents’ ranked Number of branches as a most important factor affecting customers choice while choosing banks and secondly and Interest rate. Customers ranked Advertisement as most influencing factor followed by Timely service, responsiveness of bank employees and Bank location.
The correlation results of the different factors taken for the study in Public Banks Number of branches, Number of ATM links, and Opening hours have positive and higher degree of correlations with Bank location. Similarly, Deposit rate has low degree of correlation and insignificant relationship with Lending Rate, Bank Location and Number of Branches. Number of ATM links also has low degree of correlation and insignificant relationship with Lending Rate. Likewise, in case of Joint Venture Banks Number of branches, Number of ATM links and Opening hours have positive and higher degree of correlations with Bank location. In case of non joint venture banks Number of branches, Number of ATM links, and Opening hours have positive and higher degree of correlations with Bank location whereas Deposit rate has low degree of correlation and insignificant relationship with Lending rate. The overall results indicates that Number of branches, Number of ATM links, Opening hours have positive and higher degree of correlations with Bank location.
Determinants of bank selection by Nepalese customers [printed text] / Anil Kumar Bist, Author . - 2014 . - 84p. ; GRP/Thesis + 3/B.
Including bibliography
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Customer loyalty
Customer services
Management
NepalKeywords: 'bank bank and banking management commercial customer nepal' Class number: 332.01 Abstract: Customer Bank selection is the decision that a customer takes on the basis of different attributes or factors that the bank has. The different factors taken in consideration by customers’ while selecting a bank are various types of services provided by the banks, Interest rates that has been taken or given by bank, promptness of services, responses of employees and so on. Bank occupies an important place in the framework of every economy. It provides capital for the development of industry, trade & business investing the saving collected as deposit. All the economic activities of every country are greatly influenced by the banking business of that country. Banks, by playing active roles, have changed the economic structure of the world. Integrated & speedy development of the country is possible only when competitive banking services reach nooks & corners of the country. Therefore a banking organization must prioritize the provision of high quality service to its customers. People are using the services of the banks to meet up their variety of purposes. Services delivered by the banks play an important role in forming customer’s attitude towards the organizations.
The study seeks to examine and gain an insight and understanding into the factors that informed customers' selection of banks as well as their loyalty to particular banks. This understanding and insight will further provide the light for Nepalese banks to formulate new strategies and decisions. Based on these strategies and decisions it will provide a roadmap which will help the banks to attract customers and groom them to become addicted and loyalist to the bank. The main purpose of the study was to investigate the determinants of bank selection used by Nepalese customers.
The study is based on primary data. Nature of data is qualitative which is collected from customers of sixteen Nepalese commercial banks that include public banks, joint venture banks and non joint commercial banks. The primary data analysis is done on the basis of different statistical tools like: Cronbach’s alpha, mean, median, percentage frequency distribution, and correlation analysis.
The major conclusions of the study are the customers’ reliability depends on attractive infrastructures. The satisfaction level of customers with current services provided by Nepalese Commercial banks is low. In case of efficient services provided by bank customers are satisfied except in case of Public sector banks. The customers like to recommend their bank to other people rather than public bank. Customers indicated location convenience as first major factor followed by high interest rate. According to the result the factors that customers consider while selecting Nepalese commercial banks most of the respondents’ ranked Number of branches as a most important factor affecting customers choice while choosing banks and secondly and Interest rate. Customers ranked Advertisement as most influencing factor followed by Timely service, responsiveness of bank employees and Bank location.
The correlation results of the different factors taken for the study in Public Banks Number of branches, Number of ATM links, and Opening hours have positive and higher degree of correlations with Bank location. Similarly, Deposit rate has low degree of correlation and insignificant relationship with Lending Rate, Bank Location and Number of Branches. Number of ATM links also has low degree of correlation and insignificant relationship with Lending Rate. Likewise, in case of Joint Venture Banks Number of branches, Number of ATM links and Opening hours have positive and higher degree of correlations with Bank location. In case of non joint venture banks Number of branches, Number of ATM links, and Opening hours have positive and higher degree of correlations with Bank location whereas Deposit rate has low degree of correlation and insignificant relationship with Lending rate. The overall results indicates that Number of branches, Number of ATM links, Opening hours have positive and higher degree of correlations with Bank location.
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Barcode Call number Media type Location Section Status 59/D 332.01 BIS Thesis/Dissertation Uniglobe Library Social Sciences Available
Title : Impact of customer satisafaction on behavioral intention to use banking service in Nepalese commercial banks Material Type: printed text Authors: Rojina Khatri, Author Publication Date: 2016 Pagination: 73p. Size: GRP/Thesis Accompanying material: 5/B General note: Including bibilography Languages : English Descriptors: Banks
Banks and banking
Consumer satisfaction
Customer relations
Customer servicesKeywords: 'customer satisfaction banks nepal commercial banks customer relations' Class number: 658.812 Abstract: Banking as a service industry, is fundamentally dependent on trust, sustained by attitude and managed by complex financial management skills and psychology of human relations. The more customer trusts provided by the service provider higher would be the satisfaction that leads to increase customer’s perceived value (Walter et al. 2002).Behavioral intention is motivational factors that capture how much effort a person is willing to make in order to perform behavior (Ajzen, 2012). In addition, Fishbein and Ajzen (1975) stated thatbehavioral intention is a function of three independent antecedents namely; consumers attitude, subjective norm and perceived behavioral control. Now, every financial sector has realized the importance of customer satisfaction that predicts the customer behavior towards the use of financial services. Customer satisfaction signifies the relationship between customer and service provider. The satisfaction from the services brings about customer loyalty and incites a long term relationship between customer and banks (Ravald and Christian, 1996). Choi & Chu(2001) examined that staff quality, product qualities and value are the top three factors that determine customer' satisfaction. Banking system providing effective service quality for customer satisfaction could be good implication for the management to enhance the performance of Nepalese banking sector (Pradhananga, 2014).
The major objective of this study is to of this study is to examine factors affecting consumer’s behavioral intention to use bank services in Nepalese commercial banks. The other specific objective of this study are: to examine the relationship between perceived service quality and behavioral intentions of the consumers, to identify whether there exists the positive relationship between customer satisfaction and consumers’ behavioral approach, to observe how the bank advertisement, customer convenience and the image of the bank influence consumers to use the banking services, to analyze the important factors that influence Nepalese consumers’ behavioral intention to join the banking system that help to assure meaningful result within an organization for future use.
This study is based on primary data. The primary sources of the data have been used to assess the opinion of respondents with respect to customer satisfaction and its effect on customer behavior intention regarding the commercial banks of Nepal. The study includes 3 public sector commercial banks. And in case of private sector commercial banks 23 commercial banks were selected according to joint venture and non-joint venture commercial banks. Altogether 25 commercial banks were selected for the study and total of 180 questionnaires were collected out of 190 questionnaires. To achieve the purpose of the study structured questionnaire was prepared. The study used descriptive and causal comparative research designs. The customer satisfaction factors are service quality, customer convenience, corporate image, bank advertisement and perceived value.
The major findings of this study are that majority (83.9percent) of respondents agreed on the statement that bank provides clear guidance and information to use banking facilities. Similarly, majority of the respondents (59.4percent) agree that they are satisfied with the bank’s advertising strategies. Likewise, 66.1 percent agree with the statement that working environment of the bank make them feel the bank is highly reputed.Whereas, 77.7percent agreed with the statement that operating hours of the bank is convenient to all the customers. Lastly, majority of the respondents (70.6percent) feel that the service received were as expected by them.
Furthermore, the study found that there is positive relationship of customer satisfaction factors (service quality, bank advertisement, corporate image, customer convenience and perceived value) with customer behavior intention. This indicates that more the customers’ are satisfied with the services more they would use the banking services and products. Similarly, the beta coefficient is positive and significant for service quality, bank advertisement, customer convenience, corporate image and perceived value with customer behavior intention. The beta coefficient is significant at 5percent level of significance. It indicates that service quality, advertisement, convenience, image and perceived value have significant positive impact on customers’ behavioral intention towards services.Impact of customer satisafaction on behavioral intention to use banking service in Nepalese commercial banks [printed text] / Rojina Khatri, Author . - 2016 . - 73p. ; GRP/Thesis + 5/B.
Including bibilography
Languages : English
Descriptors: Banks
Banks and banking
Consumer satisfaction
Customer relations
Customer servicesKeywords: 'customer satisfaction banks nepal commercial banks customer relations' Class number: 658.812 Abstract: Banking as a service industry, is fundamentally dependent on trust, sustained by attitude and managed by complex financial management skills and psychology of human relations. The more customer trusts provided by the service provider higher would be the satisfaction that leads to increase customer’s perceived value (Walter et al. 2002).Behavioral intention is motivational factors that capture how much effort a person is willing to make in order to perform behavior (Ajzen, 2012). In addition, Fishbein and Ajzen (1975) stated thatbehavioral intention is a function of three independent antecedents namely; consumers attitude, subjective norm and perceived behavioral control. Now, every financial sector has realized the importance of customer satisfaction that predicts the customer behavior towards the use of financial services. Customer satisfaction signifies the relationship between customer and service provider. The satisfaction from the services brings about customer loyalty and incites a long term relationship between customer and banks (Ravald and Christian, 1996). Choi & Chu(2001) examined that staff quality, product qualities and value are the top three factors that determine customer' satisfaction. Banking system providing effective service quality for customer satisfaction could be good implication for the management to enhance the performance of Nepalese banking sector (Pradhananga, 2014).
The major objective of this study is to of this study is to examine factors affecting consumer’s behavioral intention to use bank services in Nepalese commercial banks. The other specific objective of this study are: to examine the relationship between perceived service quality and behavioral intentions of the consumers, to identify whether there exists the positive relationship between customer satisfaction and consumers’ behavioral approach, to observe how the bank advertisement, customer convenience and the image of the bank influence consumers to use the banking services, to analyze the important factors that influence Nepalese consumers’ behavioral intention to join the banking system that help to assure meaningful result within an organization for future use.
This study is based on primary data. The primary sources of the data have been used to assess the opinion of respondents with respect to customer satisfaction and its effect on customer behavior intention regarding the commercial banks of Nepal. The study includes 3 public sector commercial banks. And in case of private sector commercial banks 23 commercial banks were selected according to joint venture and non-joint venture commercial banks. Altogether 25 commercial banks were selected for the study and total of 180 questionnaires were collected out of 190 questionnaires. To achieve the purpose of the study structured questionnaire was prepared. The study used descriptive and causal comparative research designs. The customer satisfaction factors are service quality, customer convenience, corporate image, bank advertisement and perceived value.
The major findings of this study are that majority (83.9percent) of respondents agreed on the statement that bank provides clear guidance and information to use banking facilities. Similarly, majority of the respondents (59.4percent) agree that they are satisfied with the bank’s advertising strategies. Likewise, 66.1 percent agree with the statement that working environment of the bank make them feel the bank is highly reputed.Whereas, 77.7percent agreed with the statement that operating hours of the bank is convenient to all the customers. Lastly, majority of the respondents (70.6percent) feel that the service received were as expected by them.
Furthermore, the study found that there is positive relationship of customer satisfaction factors (service quality, bank advertisement, corporate image, customer convenience and perceived value) with customer behavior intention. This indicates that more the customers’ are satisfied with the services more they would use the banking services and products. Similarly, the beta coefficient is positive and significant for service quality, bank advertisement, customer convenience, corporate image and perceived value with customer behavior intention. The beta coefficient is significant at 5percent level of significance. It indicates that service quality, advertisement, convenience, image and perceived value have significant positive impact on customers’ behavioral intention towards services.Hold
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Barcode Call number Media type Location Section Status 240/D 658.812 KHA Thesis/Dissertation Uniglobe Library Technology 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
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