Customer satisfaction with Internet banking services: evidence from Nepalese commercial banks / Rupa Maharjan 

Public ISBD Title : Customer satisfaction with Internet banking services: evidence from Nepalese commercial banks Material Type: printed text Authors: Rupa Maharjan, Author Publication Date: 2014 Pagination: 72p. Size: GRP/Thesis Accompanying material: 3/D General note: Including bibilography Languages : English Descriptors: Customer satisfaction Banking 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 Customer satisfaction with Internet banking services: evidence from Nepalese commercial banks [printed text] / Rupa Maharjan, Author . - 2014 . - 72p. ; GRP/Thesis + 3/D. Including bibilography Languages : English Descriptors: Customer satisfaction Banking 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

Hold

Place a hold on this item

Copies

Barcode	Call number	Media type	Location	Section	Status
35/D	332.102 MAH	Thesis/Dissertation	Uniglobe Library	Social Sciences	Available

Factors influencing customer adoption in internet Banking: a study of Nepalese commercial banks / Regina Shrestha 

Public ISBD Title : Factors influencing customer adoption in internet Banking: a study of Nepalese commercial banks Material Type: printed text Authors: Regina Shrestha, Author Publication Date: 2014 Pagination: 77p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibliography Languages : English Descriptors: Customer satisfaction Bank and banking Banking Banks Commercial banks Internet banking Keywords: 'internet banking  banking  banks  customer satisfaction  nepal' Class number: 332.102 Abstract: Internet banking is creating dramatic changes for the banking industry. Internet banking is defined as an internet portal, through which customers can use different kinds of banking services ranging from bill payment to making investments. Banking can be done literally from anywhere if one has a computer and net connectivity. Internet banking helps consumers in conducting fast and convenient financial transaction activities. Banks have used electronic channels to do banking operations with both domestic and international customers. Currently, banks are mostly using electronic channels to receive instructions and deliver their products and services to their customers. The main objective of the study was to identify the factors that influence internet banking adoption in Nepalese banking sector. The study adopted both qualitative and quantitative approach. The study undertakes descriptive, inferential and causal-comparative research design. The study mainly focuses on primary data to obtain the objectives of the study. 200 structured questionnaire that was developed and was distributed among the respondents of Kathmandu valley through friends circle and relatives. The response rate of the study was 95.5%. The study has undertaken 14 banks which include 8 public banks, 4 joint venture banks and 2 government owned banks for the purpose of comparative study and analysis. Frequency, chi-square test, kendall’s tau and descriptive statistics like mode, mean were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability and validity. The major conclusion of this study is that awareness to the customer about internet banking create customer to adopt towards internet banking. The study found that awareness, perceived risk, perceived ease of use, perceived usefulness and advantage of internet banking has positive and significant impact on customer adoption and perceived cost has negative and insignificant impact on customer adoption. This means that increase in cost leads to decrease in customer adoption. As perceived risk is positively related this indicates that customer don’t perceived risk as negative term. Most of respondent perceive that they get access to internet banking services as soon as they open the account. This helps customer to be loyal towards the bank. Internet banking such as mobile banking, online banking and ATMs should be made as user friendly as possible as not many customer are familiar with internet banking, especially the older generation. Providing online help and giving customer the choice of their preferred language will ease their transaction. Factors influencing customer adoption in internet Banking: a study of Nepalese commercial banks [printed text] / Regina Shrestha, Author . - 2014 . - 77p. ; GRP/Thesis + 3/B. Including bibliography Languages : English Descriptors: Customer satisfaction Bank and banking Banking Banks Commercial banks Internet banking Keywords: 'internet banking  banking  banks  customer satisfaction  nepal' Class number: 332.102 Abstract: Internet banking is creating dramatic changes for the banking industry. Internet banking is defined as an internet portal, through which customers can use different kinds of banking services ranging from bill payment to making investments. Banking can be done literally from anywhere if one has a computer and net connectivity. Internet banking helps consumers in conducting fast and convenient financial transaction activities. Banks have used electronic channels to do banking operations with both domestic and international customers. Currently, banks are mostly using electronic channels to receive instructions and deliver their products and services to their customers. The main objective of the study was to identify the factors that influence internet banking adoption in Nepalese banking sector. The study adopted both qualitative and quantitative approach. The study undertakes descriptive, inferential and causal-comparative research design. The study mainly focuses on primary data to obtain the objectives of the study. 200 structured questionnaire that was developed and was distributed among the respondents of Kathmandu valley through friends circle and relatives. The response rate of the study was 95.5%. The study has undertaken 14 banks which include 8 public banks, 4 joint venture banks and 2 government owned banks for the purpose of comparative study and analysis. Frequency, chi-square test, kendall’s tau and descriptive statistics like mode, mean were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability and validity. The major conclusion of this study is that awareness to the customer about internet banking create customer to adopt towards internet banking. The study found that awareness, perceived risk, perceived ease of use, perceived usefulness and advantage of internet banking has positive and significant impact on customer adoption and perceived cost has negative and insignificant impact on customer adoption. This means that increase in cost leads to decrease in customer adoption. As perceived risk is positively related this indicates that customer don’t perceived risk as negative term. Most of respondent perceive that they get access to internet banking services as soon as they open the account. This helps customer to be loyal towards the bank. Internet banking such as mobile banking, online banking and ATMs should be made as user friendly as possible as not many customer are familiar with internet banking, especially the older generation. Providing online help and giving customer the choice of their preferred language will ease their transaction.

Hold

Place a hold on this item

Copies

Barcode	Call number	Media type	Location	Section	Status
63/D	332.102 SHR	Books	Uniglobe Library	Social Sciences	Available

Impact of customer satisfaction, customer retention , perceived quality on loyalty of the Nepalese commercial banks / Rina Gurung 

Public ISBD Title : Impact of customer satisfaction, customer retention , perceived quality on loyalty of the Nepalese commercial banks Material Type: printed text Authors: Rina Gurung, Author Publication Date: 2014 Pagination: 105p. Size: GRP/Thesis Accompanying material: 2/B General note: Includes bibliographies Languages : English Descriptors: Banking Banks Commercial banks Customers Financial institutions Nepal Keywords: 'banking systems  customer satisfaction  Case studies  customer retention  Nepal  commercial banks  banks' Class number: 332.12 Impact of customer satisfaction, customer retention , perceived quality on loyalty of the Nepalese commercial banks [printed text] / Rina Gurung, Author . - 2014 . - 105p. ; GRP/Thesis + 2/B. Includes bibliographies Languages : English Descriptors: Banking Banks Commercial banks Customers Financial institutions Nepal Keywords: 'banking systems  customer satisfaction  Case studies  customer retention  Nepal  commercial banks  banks' Class number: 332.12

Hold

Place a hold on this item

Copies

Barcode	Call number	Media type	Location	Section	Status
32/D	332.12 GUR	Thesis/Dissertation	Uniglobe Library	Social Sciences	Available

The impact of internal marketing on employee's job satisfaction of commercial banks in Nepal / Sujata Bhandari 

Public ISBD Title : The impact of internal marketing on employee's job satisfaction of commercial banks in Nepal Material Type: printed text Authors: Sujata Bhandari, Author Publication Date: 2014 Pagination: 80p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibilography Languages : English Descriptors: Bank and banking Banking Commercial banks Internet banking Job satisfaction Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102 Abstract: Banking sector is very important for any country. It works as a back bone for an economy. An effective banking system can aid in rapid economic. Banking efficiency and effectives where on one hand rests on its products and services, on the other hand employees play a vital role in taking those to the customers thus it is of utmost importance to be knowledgeable about the feelings of the employees, their motivation, satisfaction and level of commitment to workplace is a criterion for organizational survival and ultimate growth. The process of internal marketing is seen as particularly important in the financial services sector. Internal marketing is becoming the rising issue in Nepalese business industries. Successful organizations understand that transforming the IM practices requires in depth analyses of its effectiveness. The study aimed to assess the relationship between employees’ satisfaction and Internal Marketing in the Nepalese banking industry. The other objectives of this study are to identify the dimensions of the internal marketing with reference to employee satisfaction in Nepalese commercial banks, to examine the relationship between organizational support and employees’ satisfaction in commercial banks of Nepal, to analyze the relationship between Supervisory support and employees’ satisfaction in commercial banks of Nepal, to identify the relationship between motivation and employees’ satisfaction in commercial banks of Nepal, to explore the relationship between selection and appointment and employees’ satisfaction in commercial banks of Nepal, to assess the relationship between Training & development and employees’ satisfaction in commercial banks of Nepal and to assess the need for enhancing Internal Marketing in commercial banks of Nepal. In order to achieve the objectives primary data collection was performed by providing questionnaire to 140 employees of 23 commercial banks. The questionnaire were Yes, No, Ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on internal marketing dimensions and employee satisfaction were measured on 5 point liker scale and weighted mean value of each variables were used to examine the relationship between independent and independent variables as for the study purpose. The result confirmed that the IM function has effective role in the organization for employee satisfaction. Recommendations were made on future transformation actions for the IM function. The major conclusion of this study is that all variable has positive relation with employee satisfaction. If the Nepalese commercial banks treat their employees as inner customer and fulfill their needs then it will bring the rise in employee job satisfaction. Most of the employees are not well satisfied with the selection and appointment and supervisory support so commercial banks have to still work on those sectors to provide satisfaction to the employees. The impact of internal marketing on employee's job satisfaction of commercial banks in Nepal [printed text] / Sujata Bhandari, Author . - 2014 . - 80p. ; GRP/Thesis + 3/B. Including bibilography Languages : English Descriptors: Bank and banking Banking Commercial banks Internet banking Job satisfaction Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102 Abstract: Banking sector is very important for any country. It works as a back bone for an economy. An effective banking system can aid in rapid economic. Banking efficiency and effectives where on one hand rests on its products and services, on the other hand employees play a vital role in taking those to the customers thus it is of utmost importance to be knowledgeable about the feelings of the employees, their motivation, satisfaction and level of commitment to workplace is a criterion for organizational survival and ultimate growth. The process of internal marketing is seen as particularly important in the financial services sector. Internal marketing is becoming the rising issue in Nepalese business industries. Successful organizations understand that transforming the IM practices requires in depth analyses of its effectiveness. The study aimed to assess the relationship between employees’ satisfaction and Internal Marketing in the Nepalese banking industry. The other objectives of this study are to identify the dimensions of the internal marketing with reference to employee satisfaction in Nepalese commercial banks, to examine the relationship between organizational support and employees’ satisfaction in commercial banks of Nepal, to analyze the relationship between Supervisory support and employees’ satisfaction in commercial banks of Nepal, to identify the relationship between motivation and employees’ satisfaction in commercial banks of Nepal, to explore the relationship between selection and appointment and employees’ satisfaction in commercial banks of Nepal, to assess the relationship between Training & development and employees’ satisfaction in commercial banks of Nepal and to assess the need for enhancing Internal Marketing in commercial banks of Nepal. In order to achieve the objectives primary data collection was performed by providing questionnaire to 140 employees of 23 commercial banks. The questionnaire were Yes, No, Ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on internal marketing dimensions and employee satisfaction were measured on 5 point liker scale and weighted mean value of each variables were used to examine the relationship between independent and independent variables as for the study purpose. The result confirmed that the IM function has effective role in the organization for employee satisfaction. Recommendations were made on future transformation actions for the IM function. The major conclusion of this study is that all variable has positive relation with employee satisfaction. If the Nepalese commercial banks treat their employees as inner customer and fulfill their needs then it will bring the rise in employee job satisfaction. Most of the employees are not well satisfied with the selection and appointment and supervisory support so commercial banks have to still work on those sectors to provide satisfaction to the employees.

Hold

Place a hold on this item

Copies

Barcode	Call number	Media type	Location	Section	Status
44/D	332.102 BHA	Thesis/Dissertation	Uniglobe Library	Social Sciences	Available

---

page 1/1