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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 : 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 : Bank specific and macroeconomic determinants of non-performing loans evidence from commercial banks of Nepal Material Type: printed text Authors: Garima Dawadi, Author Publication Date: 2015 Pagination: 72p. Size: GRP/Thesis Accompanying material: 5/B General note: Including bibilography Languages : English Descriptors: Banks
Banks and banking
Macroeconomics
Non-performing loanKeywords: 'macroeconomics economic policy banks banks and banking nepal' Class number: 332.632 Abstract: Loans have a vital contribution towards development of economy. However, its nonpayment also leads to incidence of huge loss on banks in particular and country in general. Hence, this study was conducted to examine both bank specific and macroeconomic determinants of NPLs of commercial banks in Nepal.
A total of 17 commercial banks are chosen to represent the Nepalese commercial banks during period form 2004/2005 to 2013/14. The independent variables for this research are return on assets, return on equity, capital adequacy ratio, size, interest gross domestic product, inflation rate.For analysis of data descriptive statistics, correlation, and regression analysis among the dependent and independent is used.This study is based on secondary data and data are collected from the annual reports of the individual bank, Nepal Rastra Bank BFIs statistics, and audited balance sheet of respective bank, published journals and books.
Pearson Correlation Analysis shows that non-performing loan is positively correlated with interest rate however there is negative relationship between NPL and inflation. Similarly, the highest positive correlation is between size and NPL at 1 percent significance level.NPL has positive relation with other variable such as interest, CAR, but negative relationship between GDP and Inflation.
The linear regression model is used to examine the relationship between dependent variable, non-performing loan, and independent variables, firm specific and macro-economic. Among the firm specific variables, size and capital adequacy ratios have significant relationship with non-performing loan. However, the macroeconomic variables, gross domestic product and inflation do not have significant relation with non-performing loan.
The study shows that capital adequacy ratio is negatively related with non-performing loan and the relationship is significant, which also supports the priori hypothesis. The negative relationship with non-performing loans indicates that increase in capital adequacy ratio leads to decrease in non-performing loan. Similarly, bank size has positive significant relation with non-performing loan which is however against the priori hypothesis. The positive relation with non-performing loan indicates that increase in bank size leads to increase to non-performing loans.
Thus, of the variables considered, capital adequacy ratio and bank size have higher explanatory power than other variables as indicated by significant relationship. Other variables like return on assets, return on equity, interest, gross domestic product and inflation are not significant with non-performing loans.Bank specific and macroeconomic determinants of non-performing loans evidence from commercial banks of Nepal [printed text] / Garima Dawadi, Author . - 2015 . - 72p. ; GRP/Thesis + 5/B.
Including bibilography
Languages : English
Descriptors: Banks
Banks and banking
Macroeconomics
Non-performing loanKeywords: 'macroeconomics economic policy banks banks and banking nepal' Class number: 332.632 Abstract: Loans have a vital contribution towards development of economy. However, its nonpayment also leads to incidence of huge loss on banks in particular and country in general. Hence, this study was conducted to examine both bank specific and macroeconomic determinants of NPLs of commercial banks in Nepal.
A total of 17 commercial banks are chosen to represent the Nepalese commercial banks during period form 2004/2005 to 2013/14. The independent variables for this research are return on assets, return on equity, capital adequacy ratio, size, interest gross domestic product, inflation rate.For analysis of data descriptive statistics, correlation, and regression analysis among the dependent and independent is used.This study is based on secondary data and data are collected from the annual reports of the individual bank, Nepal Rastra Bank BFIs statistics, and audited balance sheet of respective bank, published journals and books.
Pearson Correlation Analysis shows that non-performing loan is positively correlated with interest rate however there is negative relationship between NPL and inflation. Similarly, the highest positive correlation is between size and NPL at 1 percent significance level.NPL has positive relation with other variable such as interest, CAR, but negative relationship between GDP and Inflation.
The linear regression model is used to examine the relationship between dependent variable, non-performing loan, and independent variables, firm specific and macro-economic. Among the firm specific variables, size and capital adequacy ratios have significant relationship with non-performing loan. However, the macroeconomic variables, gross domestic product and inflation do not have significant relation with non-performing loan.
The study shows that capital adequacy ratio is negatively related with non-performing loan and the relationship is significant, which also supports the priori hypothesis. The negative relationship with non-performing loans indicates that increase in capital adequacy ratio leads to decrease in non-performing loan. Similarly, bank size has positive significant relation with non-performing loan which is however against the priori hypothesis. The positive relation with non-performing loan indicates that increase in bank size leads to increase to non-performing loans.
Thus, of the variables considered, capital adequacy ratio and bank size have higher explanatory power than other variables as indicated by significant relationship. Other variables like return on assets, return on equity, interest, gross domestic product and inflation are not significant with non-performing loans.Hold
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Barcode Call number Media type Location Section Status 126/D 332.632 DAW Thesis/Dissertation Uniglobe Library Social Sciences Available
Title : Contribution of commercial banks in economic growth of Nepal Material Type: printed text Authors: Priyanka Siwakoti, Author Publication Date: 2014 Pagination: 84p. Size: GRP/Thesis Accompanying material: 2/B General note: Including bibliography Languages : English Descriptors: Banks
Banks and banking
Economic development
NepalKeywords: 'economic growth commercial bank bank bank and banking economic development nepal' Class number: 338.9 Contribution of commercial banks in economic growth of Nepal [printed text] / Priyanka Siwakoti, Author . - 2014 . - 84p. ; GRP/Thesis + 2/B.
Including bibliography
Languages : English
Descriptors: Banks
Banks and banking
Economic development
NepalKeywords: 'economic growth commercial bank bank bank and banking economic development nepal' Class number: 338.9 Hold
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Barcode Call number Media type Location Section Status 34/D 338.9 SIW Thesis/Dissertation Uniglobe Library Social Sciences Available
Title : Corporate culture and firm performance: a case of Nepalese commercial banks Material Type: printed text Authors: Kavina Shrestha, Author Publication Date: 2014 Pagination: 94p. Size: GRP/Thesis Accompanying material: 2/B General note: Including bibliography
Languages : English Descriptors: Banks
Banks and banking
Commercial banks
Corporate culture
Nepal
PerformanceKeywords: 'corporate culture performance commercial banks bank and banking banks Nepal' Class number: 658.4 Abstract: From the past few years, it has been seen that Nepalese commercial banks are playing a significant role in the economic development of a country. There are numerous empirical evidences of developed countries that corporate culture has significant impact on the improving the performance of commercial banks. However, despite of several empirical evidences, corporate culture and bank performance issues are still unsolved in context of Nepalese banking industry. So, determining the strength of corporate culture as well as its impact on the performance of commercial banks has always been a crucial issue for every Nepalese commercial bank. Therefore, this study attempts to identify the determinants of corporate culture and its impact on the performance of Nepalese commercial banks.
This study attempts to evaluate the performance of Nepalese commercial banks from growth, cost and profit perspectives. Similarly, this study also considered various dimensions of corporate culture such as involvement, consistency, adaptability and mission in order to measure culture of Nepalese commercial banks. Based, on Denison Organizational Culture Survey (DOCS), this study used cultural strength index as the proxy for corporate culture in order to link culture and performance of Nepalese commercial banks.
The study was based on both primary and secondary sources of data. Altogether, 17 commercial banks which were established before 2002/03, was taken as the sample for the study. This study used methods such as descriptive analysis, correlation analysis, and regression analysis in order to analyze secondary data. Likewise, primary data was analyzed by using percentage frequency distribution.
The study concludes that one year lagged volume of loan, credit risk, age of the bank, capital and one year lagged capital are the most dominant variables that have significant impact on performance of commercial banks in Nepal as measured by volume of loan from growth perspective. Likewise, from the perspective of cost, one year lagged cost to income ratio, operating income and one year lagged operating income are the most dominant variables that have significant impact on performance of Nepalese commercial banks. Similarly, one year lagged net interest margin, cash reserve ratio, total assets, one year lagged total assets, inflation rate and one year lagged growth rate of gross domestic product are the most dominant variables that have significant impact on performance of commercial banks as measured by net interest margin from the perspective of profit. This study also concluded that culture of bank has no impact on performance of commercial banks because there is no sufficient evidence to prove that culture of bank does have impact on performance of commercial banks.
Likewise, the primary survey results indicate that involvement is the most important factor for maintaining strong culture in the bank followed by consistency, adaptability and mission. The study also concluded that strong culture have more impact on performance level of the employees. Finally, the study also concluded that strong culture motivates the employees as well as enhances coordination and control.
Based on the findings and conclusions the study recommends that commercial banks should focus on minimizing their credit risk as well as increase their volume of capital in order to increase the volume of loan. The study also suggested that commercial banks should maintain higher operating income and cash reserve ratio in order to improve their performance.The study also recommended that commercial banks should allow employees at all levels of the banks to engage in pursuit of the mission and work in a collaborative manner to fulfill bank’s objectives. Finally, the study also recommended that commercial banks should focus mainly on improving the competitive culture that emphasizes values relating to demanding goals, competitive advantage, marketing superiority and profits because it is the most important type of culture in commercial banks.
Corporate culture and firm performance: a case of Nepalese commercial banks [printed text] / Kavina Shrestha, Author . - 2014 . - 94p. ; GRP/Thesis + 2/B.
Including bibliography
Languages : English
Descriptors: Banks
Banks and banking
Commercial banks
Corporate culture
Nepal
PerformanceKeywords: 'corporate culture performance commercial banks bank and banking banks Nepal' Class number: 658.4 Abstract: From the past few years, it has been seen that Nepalese commercial banks are playing a significant role in the economic development of a country. There are numerous empirical evidences of developed countries that corporate culture has significant impact on the improving the performance of commercial banks. However, despite of several empirical evidences, corporate culture and bank performance issues are still unsolved in context of Nepalese banking industry. So, determining the strength of corporate culture as well as its impact on the performance of commercial banks has always been a crucial issue for every Nepalese commercial bank. Therefore, this study attempts to identify the determinants of corporate culture and its impact on the performance of Nepalese commercial banks.
This study attempts to evaluate the performance of Nepalese commercial banks from growth, cost and profit perspectives. Similarly, this study also considered various dimensions of corporate culture such as involvement, consistency, adaptability and mission in order to measure culture of Nepalese commercial banks. Based, on Denison Organizational Culture Survey (DOCS), this study used cultural strength index as the proxy for corporate culture in order to link culture and performance of Nepalese commercial banks.
The study was based on both primary and secondary sources of data. Altogether, 17 commercial banks which were established before 2002/03, was taken as the sample for the study. This study used methods such as descriptive analysis, correlation analysis, and regression analysis in order to analyze secondary data. Likewise, primary data was analyzed by using percentage frequency distribution.
The study concludes that one year lagged volume of loan, credit risk, age of the bank, capital and one year lagged capital are the most dominant variables that have significant impact on performance of commercial banks in Nepal as measured by volume of loan from growth perspective. Likewise, from the perspective of cost, one year lagged cost to income ratio, operating income and one year lagged operating income are the most dominant variables that have significant impact on performance of Nepalese commercial banks. Similarly, one year lagged net interest margin, cash reserve ratio, total assets, one year lagged total assets, inflation rate and one year lagged growth rate of gross domestic product are the most dominant variables that have significant impact on performance of commercial banks as measured by net interest margin from the perspective of profit. This study also concluded that culture of bank has no impact on performance of commercial banks because there is no sufficient evidence to prove that culture of bank does have impact on performance of commercial banks.
Likewise, the primary survey results indicate that involvement is the most important factor for maintaining strong culture in the bank followed by consistency, adaptability and mission. The study also concluded that strong culture have more impact on performance level of the employees. Finally, the study also concluded that strong culture motivates the employees as well as enhances coordination and control.
Based on the findings and conclusions the study recommends that commercial banks should focus on minimizing their credit risk as well as increase their volume of capital in order to increase the volume of loan. The study also suggested that commercial banks should maintain higher operating income and cash reserve ratio in order to improve their performance.The study also recommended that commercial banks should allow employees at all levels of the banks to engage in pursuit of the mission and work in a collaborative manner to fulfill bank’s objectives. Finally, the study also recommended that commercial banks should focus mainly on improving the competitive culture that emphasizes values relating to demanding goals, competitive advantage, marketing superiority and profits because it is the most important type of culture in commercial banks.
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Barcode Call number Media type Location Section Status 64/D 658.4 SHR Thesis/Dissertation Uniglobe Library Technology Available
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