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Relationship among employee loyalty,servicequality,costreduction and company performance in nepalese commercial bank / Shrijana bhujel
Title : Relationship among employee loyalty,servicequality,costreduction and company performance in nepalese commercial bank Material Type: printed text Authors: Shrijana bhujel, Author Publication Date: 2019 Pagination: 105p. Size: GRP/Thesis Accompanying material: 2nd/Gmba Languages : English Abstract: Performance measurement is a concept that allows the coordination of component parts of complex organizations. Performance viewed as the organization’s ability to achieve their objectives. Employee loyalty is the extent, to which the personnel are faithful to the organization, having feelings of bonding, inclusion, care, responsibility and devotion towards it. It also described as the extent to which there is a general willingness among employee to make an investment or personal sacrifice for the good of the organization. Employee loyalty is the extent, to which the personnel are faithful to the organization, having feelings of bonding, inclusion, care responsibility and devotion towards it. Service quality is one of the critical success factors that influence the service sectors especially in banks. A bank can differentiate itself from competitors by providing quality services at promised time. Service quality is one of the most attractive areas for the studies for the last decades in banking sector.
The study is based upon primary data and secondary data source extracted from self administered questionnaire and secondary data collected by annual report from different commercial banks. The primary data used to extract information from the employees regarding the company performance in Nepalese commercial banks. Altogether 22 commercial banks selected for the study and 205 questionnaires were received. Structured questionnaires was prepared to achieve the purpose of the study.
The major objective of this study is to analyze the relationship among employee loyalty, service quality, cost reduction and company performance in Nepalese commercial bank. The specific objectives are to: analyze the impact of employee loyalty on cost reduction and service quality on the company performance in Nepalese commercial banks, to examine the perception of employee on the level of service quality dimensions (responsiveness, reliability, tangibles) of Nepalese commercial banks, to assess the relationship of responsiveness, reliability and tangibles with company performance, and to determine the impact of cost reduction on performance of Nepalese commercial banks.
The descriptive results show that calculated weighted average scale for responsiveness (RES) is 4.18. It indicates that responsiveness (RES) has positively impact on profitability of Nepalese commercial banks. Likewise, the calculated weighted average scale for reliability (REL) is 3.99. It indicates that reliability (REL) has positively impact on profitability of Nepalese commercial banks. Similarly, the calculated weighted average scale for tangible (TAN) is 3.84. It indicates that tangible (TAN) have positively impact on profitability of Nepalese commercial banks. Likewise, the calculated weighted average scale for cost reduction (CR) is 3.81. It indicates that cost reduction (CR) has positively impact on profitability of Nepalese commercial banks. The calculated weighted average scale for employee loyalty (EL) is 3.82. It indicates that employee loyalty (EL) has positively impact on profitability of Nepalese commercial banks.
The result shows that responsiveness has a positive relationship with return on assets and return on equity. It indicates that better the responsiveness, higher would be the return on assets and return on equity. Similarly, there is a positive relationship of reliability with return on assets and return on equity. It indicates that higher the reliability leads to increase in return on assets and return on equity. Likewise, tangible is positively correlated to return on assets and return on equity. It indicates that better the tangibles, higher would be the return on assets and return on equity. In addition, cost reduction has positive relationship with return on assets and return on equity. It means that increase in cost reduction leads to increase in return on assets and return on equity. In addition, employee loyalty has positive relationship with return on assets and return on equity. It means that increase in employee loyalty leads to increase in return on assets and return on equity.
The study shows that responsiveness, reliability, tangibles, cost reduction and employee loyalty have positive impact on return on assets. Similarly, the study also shows that responsiveness, reliability, tangibles, cost reduction and employee loyalty have positive impact on return on equity. The study concludes that higher the level of employee loyalty, service quality, and cost reduction practice in the bank and better responsiveness of employees have significant impact on the company performance of Nepalese commercial banks. Likewise, the study also shows that responsiveness followed by tangibles is the most influencing factor that explains the changes in return on assets of Nepalese commercial banks.
Relationship among employee loyalty,servicequality,costreduction and company performance in nepalese commercial bank [printed text] / Shrijana bhujel, Author . - 2019 . - 105p. ; GRP/Thesis + 2nd/Gmba.
Languages : English
Abstract: Performance measurement is a concept that allows the coordination of component parts of complex organizations. Performance viewed as the organization’s ability to achieve their objectives. Employee loyalty is the extent, to which the personnel are faithful to the organization, having feelings of bonding, inclusion, care, responsibility and devotion towards it. It also described as the extent to which there is a general willingness among employee to make an investment or personal sacrifice for the good of the organization. Employee loyalty is the extent, to which the personnel are faithful to the organization, having feelings of bonding, inclusion, care responsibility and devotion towards it. Service quality is one of the critical success factors that influence the service sectors especially in banks. A bank can differentiate itself from competitors by providing quality services at promised time. Service quality is one of the most attractive areas for the studies for the last decades in banking sector.
The study is based upon primary data and secondary data source extracted from self administered questionnaire and secondary data collected by annual report from different commercial banks. The primary data used to extract information from the employees regarding the company performance in Nepalese commercial banks. Altogether 22 commercial banks selected for the study and 205 questionnaires were received. Structured questionnaires was prepared to achieve the purpose of the study.
The major objective of this study is to analyze the relationship among employee loyalty, service quality, cost reduction and company performance in Nepalese commercial bank. The specific objectives are to: analyze the impact of employee loyalty on cost reduction and service quality on the company performance in Nepalese commercial banks, to examine the perception of employee on the level of service quality dimensions (responsiveness, reliability, tangibles) of Nepalese commercial banks, to assess the relationship of responsiveness, reliability and tangibles with company performance, and to determine the impact of cost reduction on performance of Nepalese commercial banks.
The descriptive results show that calculated weighted average scale for responsiveness (RES) is 4.18. It indicates that responsiveness (RES) has positively impact on profitability of Nepalese commercial banks. Likewise, the calculated weighted average scale for reliability (REL) is 3.99. It indicates that reliability (REL) has positively impact on profitability of Nepalese commercial banks. Similarly, the calculated weighted average scale for tangible (TAN) is 3.84. It indicates that tangible (TAN) have positively impact on profitability of Nepalese commercial banks. Likewise, the calculated weighted average scale for cost reduction (CR) is 3.81. It indicates that cost reduction (CR) has positively impact on profitability of Nepalese commercial banks. The calculated weighted average scale for employee loyalty (EL) is 3.82. It indicates that employee loyalty (EL) has positively impact on profitability of Nepalese commercial banks.
The result shows that responsiveness has a positive relationship with return on assets and return on equity. It indicates that better the responsiveness, higher would be the return on assets and return on equity. Similarly, there is a positive relationship of reliability with return on assets and return on equity. It indicates that higher the reliability leads to increase in return on assets and return on equity. Likewise, tangible is positively correlated to return on assets and return on equity. It indicates that better the tangibles, higher would be the return on assets and return on equity. In addition, cost reduction has positive relationship with return on assets and return on equity. It means that increase in cost reduction leads to increase in return on assets and return on equity. In addition, employee loyalty has positive relationship with return on assets and return on equity. It means that increase in employee loyalty leads to increase in return on assets and return on equity.
The study shows that responsiveness, reliability, tangibles, cost reduction and employee loyalty have positive impact on return on assets. Similarly, the study also shows that responsiveness, reliability, tangibles, cost reduction and employee loyalty have positive impact on return on equity. The study concludes that higher the level of employee loyalty, service quality, and cost reduction practice in the bank and better responsiveness of employees have significant impact on the company performance of Nepalese commercial banks. Likewise, the study also shows that responsiveness followed by tangibles is the most influencing factor that explains the changes in return on assets of Nepalese commercial banks.
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Barcode Call number Media type Location Section Status 686/D SHR Thesis/Dissertation Uniglobe Library Philosophy & Psychology Available