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Self-service technology and customer satisfaction in Nepalese commercial banks / Ashma Shrestha
Title : Self-service technology and customer satisfaction in Nepalese commercial banks Material Type: printed text Authors: Ashma Shrestha, Author Publication Date: 2019 Pagination: 106p. Size: GRP/Thesis Accompanying material: 12/B Languages : English Abstract: According to Gibson (2005), satisfied customers are likely to become loyal customers and they are also likely to spread positive words of mouth. Understanding which factors that influence customer satisfaction makes it easier to design and deliver service offers that corresponds to the market demands. A service company is defined by its service quality. Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance (Jain and Gupta, 2004). According to Anderson and Jacobsen (2000), customer loyalty is the result of an organization creating a benefit for customer so that they will maintain or increase their purchases from the organization. It indicates that true loyalty is created when the customer becomes an advocate for the organization without incentives. Service quality is particularly essential in the banking services context because it provides high level of customer satisfaction and loyalty, and hence it becomes a key to competitive advantage (Almossawi, 2001). Chang (2009) deemed that excellent service quality is vital to business success and survival. Hence, delivering quality service to clients is a necessity for success and survival in today’s competitive world.
According to Ismail et al. (2006), service quality is the major driving force for business sustainability. In today’s competitive global marketplace, it is recognized that high quality service is essential for the success of the firm. When other factors have been considered, it leads to customer loyalty and higher profitability (Lewis, 1993). In order to determine the level of service quality of an organization, certain factors or variables can be used such as tangibility, responsiveness, reliability, empathy, assurance and technology (Ibrahim et al., 2015). The advancement of technology has rapidly increased the level of customer awareness and resulted in fierce competition. Thus, banks need to continuously improve their variable related to service quality in order to remain ahead of competitors and retain the loyalty of their customers (Mualla, 2011).
Consumer satisfaction is selected as dependent variable and reliability, responsiveness, accessibility, security, communication and tangibility are the independent variables. The major objective of the study is to assess the commercial banks ‘performance in terms of "customer satisfaction". The specific objectives of the study are to investigate the level of satisfaction of customers of Nepalese commercial banks, analyze the comparative performance of commercial banks in terms of customer satisfaction and analyze the reasons behind customers ‘satisfaction or dissatisfaction.
This study is based on primary data analysis, which mainly deals with qualitative aspects in terms of impact of self-service technology quality on customer satisfaction of Nepalese commercial bank. This section also reports the result of questionnaire survey conducted among different consumers. Questionnaire survey was designed to understand the views of the respondents in relation to their behaviors with the factors like reliability, responsiveness, accessibility, security, communication, tangibility and competence. A set of questionnaires including multiple choices, and Likert scale questions are provided. The respondents profile along with their personal characteristics and result of the survey are presented in below.
The correlation matrix indicates shows that reliability is positively correlated to the customer satisfaction. It indicates that higher the level of reliability, higher would be the customer satisfaction. Similarly, responsiveness is also positively correlated to customer satisfaction. This result shows that higher the level of responsiveness, higher would be customer satisfaction. Likewise, security is positively correlated to customer satisfaction. This shows that higher the security higher would be the level of customer satisfaction. Similarly, accessibility is also positively correlated to customer satisfaction. This concludes that higher accessibility show higher level of customer satisfaction. Additionally, communication, tangibility and competence are also positively correlated to customer satisfaction. This shows that higher the level communication, understanding, tangibility and competence higher would be the customer satisfaction.
Self-service technology and customer satisfaction in Nepalese commercial banks [printed text] / Ashma Shrestha, Author . - 2019 . - 106p. ; GRP/Thesis + 12/B.
Languages : English
Abstract: According to Gibson (2005), satisfied customers are likely to become loyal customers and they are also likely to spread positive words of mouth. Understanding which factors that influence customer satisfaction makes it easier to design and deliver service offers that corresponds to the market demands. A service company is defined by its service quality. Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance (Jain and Gupta, 2004). According to Anderson and Jacobsen (2000), customer loyalty is the result of an organization creating a benefit for customer so that they will maintain or increase their purchases from the organization. It indicates that true loyalty is created when the customer becomes an advocate for the organization without incentives. Service quality is particularly essential in the banking services context because it provides high level of customer satisfaction and loyalty, and hence it becomes a key to competitive advantage (Almossawi, 2001). Chang (2009) deemed that excellent service quality is vital to business success and survival. Hence, delivering quality service to clients is a necessity for success and survival in today’s competitive world.
According to Ismail et al. (2006), service quality is the major driving force for business sustainability. In today’s competitive global marketplace, it is recognized that high quality service is essential for the success of the firm. When other factors have been considered, it leads to customer loyalty and higher profitability (Lewis, 1993). In order to determine the level of service quality of an organization, certain factors or variables can be used such as tangibility, responsiveness, reliability, empathy, assurance and technology (Ibrahim et al., 2015). The advancement of technology has rapidly increased the level of customer awareness and resulted in fierce competition. Thus, banks need to continuously improve their variable related to service quality in order to remain ahead of competitors and retain the loyalty of their customers (Mualla, 2011).
Consumer satisfaction is selected as dependent variable and reliability, responsiveness, accessibility, security, communication and tangibility are the independent variables. The major objective of the study is to assess the commercial banks ‘performance in terms of "customer satisfaction". The specific objectives of the study are to investigate the level of satisfaction of customers of Nepalese commercial banks, analyze the comparative performance of commercial banks in terms of customer satisfaction and analyze the reasons behind customers ‘satisfaction or dissatisfaction.
This study is based on primary data analysis, which mainly deals with qualitative aspects in terms of impact of self-service technology quality on customer satisfaction of Nepalese commercial bank. This section also reports the result of questionnaire survey conducted among different consumers. Questionnaire survey was designed to understand the views of the respondents in relation to their behaviors with the factors like reliability, responsiveness, accessibility, security, communication, tangibility and competence. A set of questionnaires including multiple choices, and Likert scale questions are provided. The respondents profile along with their personal characteristics and result of the survey are presented in below.
The correlation matrix indicates shows that reliability is positively correlated to the customer satisfaction. It indicates that higher the level of reliability, higher would be the customer satisfaction. Similarly, responsiveness is also positively correlated to customer satisfaction. This result shows that higher the level of responsiveness, higher would be customer satisfaction. Likewise, security is positively correlated to customer satisfaction. This shows that higher the security higher would be the level of customer satisfaction. Similarly, accessibility is also positively correlated to customer satisfaction. This concludes that higher accessibility show higher level of customer satisfaction. Additionally, communication, tangibility and competence are also positively correlated to customer satisfaction. This shows that higher the level communication, understanding, tangibility and competence higher would be the customer satisfaction.
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Barcode Call number Media type Location Section Status 665/D ASH Thesis/Dissertation Uniglobe Library Philosophy & Psychology Available