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Customer perception towards internet banking in kathmandu valley / Suresh Aryal
Title : Customer perception towards internet banking in kathmandu valley Material Type: printed text Authors: Suresh Aryal, Author Publication Date: 2020 Pagination: 101p. Size: GRP/Thesis Accompanying material: 1st/Gmba Languages : English Abstract: Internet banking is a global phenomenon. According to Kim et al. (2006), internet banking is the act of conducting financial intermediation on the internet. It is that process whereby the customer is able to access, control and use his/her account over internet. According to Khan (2007), internet banking includes the system that enables financial institution customers, individuals or business, access accounts, transact business, or obtain information on financial product and services on public or private network including internet. Electronic banking is a profitable business as well as service, along with which it carries risk to customer and banks, it is very important to understand what customers want and what is being provided by financial institutions (Banstola, 2007).
The major objective of the study is to examine the customer perception towards internet banking in Kathmandu valley. The others objectives are to examine whether customer feels the internet banking as a valuable and use full step of technology in banking services or not, to analyze the customer perception about internet banking services, to identify the relation of reliability, security, convenience, queue management and ease of use with customer perception towards internet banking in Kathmandu valley, to determine the major factors affecting customers’ perception towards internet banking.
This study based on primary data. The primary sources of the data have been used to assess the opinion of respondents with respect customers’ perception towards internet banking in Kathmandu valley. This study includes 23 commercial banks and total of 160 questionnaires were collected. To achieve the purpose of the study structured questionnaire was prepared. The study used descriptive, correlation and regression design.
The study found that reliability and customer’s perception towards internet banking in Kathmandu valley system are positively related. It means an increase in reliability leads to an increase in customer’s perception towards internet banking in Kathmandu valley efficiency has positive correlation with customer’s perception towards internet banking system that increase in efficiency will lead to an increment in customer’s perception towards internet banking system. Security component is a positively and significantly related to customer’s perception towards internet banking system. It means an increase in security will lead to an increment of customer’s perception towards internet banking system. Convenience has positive and significant correlation with customer’s perception towards internet banking system. Increase in convenience leads to increase in customer’s perception towards internet banking system. Queue management has positive and significant with customer’s perception towards internet banking system. Ease of use of internet banking system is positively and significantly correlated with the customer’s perception towards internet banking system. It means that increase in ease of use of internet banking system will lead to an increment of customer’s perception towards internet banking system.
Regression analysis shows that beta coefficient for responsiveness is positive and significant. The result indicates reliability has significant positive impact on customer’s perception towards internet banking system. Similarly, the beta coefficients for ease of use are also positive indicating that increase in ease of use leads to increase in customer’s perception towards internet banking. Likewise, estimated regression results show that beta coefficient is positive and significant for security at 5 percent level of significance. The result thus indicates that higher the security, higher would be customer’s perception towards internet banking system. Likewise, the beta coefficient for the convenience is also positive and significant at 5 percent level of significance. The result indicates higher the convenience, higher would be the customer’s perception towards internet banking system. Similarly, beta coefficient for the queue management is positive and significant at 5 percent level of significance. The result indicates queue management has significant positive impact on customer’s perception towards internet banking system.
The major conclusion of the study is that that higher reliability and convenience service leads to increase in customers’ perception towards internet banking. Similarly, the study also concludes that increase in security and ease of use also leads to increase in customers’ perception towards internet banking. Reliability and queue management are the major factors affecting the customers’ attitude towards internet banking.
Customer perception towards internet banking in kathmandu valley [printed text] / Suresh Aryal, Author . - 2020 . - 101p. ; GRP/Thesis + 1st/Gmba.
Languages : English
Abstract: Internet banking is a global phenomenon. According to Kim et al. (2006), internet banking is the act of conducting financial intermediation on the internet. It is that process whereby the customer is able to access, control and use his/her account over internet. According to Khan (2007), internet banking includes the system that enables financial institution customers, individuals or business, access accounts, transact business, or obtain information on financial product and services on public or private network including internet. Electronic banking is a profitable business as well as service, along with which it carries risk to customer and banks, it is very important to understand what customers want and what is being provided by financial institutions (Banstola, 2007).
The major objective of the study is to examine the customer perception towards internet banking in Kathmandu valley. The others objectives are to examine whether customer feels the internet banking as a valuable and use full step of technology in banking services or not, to analyze the customer perception about internet banking services, to identify the relation of reliability, security, convenience, queue management and ease of use with customer perception towards internet banking in Kathmandu valley, to determine the major factors affecting customers’ perception towards internet banking.
This study based on primary data. The primary sources of the data have been used to assess the opinion of respondents with respect customers’ perception towards internet banking in Kathmandu valley. This study includes 23 commercial banks and total of 160 questionnaires were collected. To achieve the purpose of the study structured questionnaire was prepared. The study used descriptive, correlation and regression design.
The study found that reliability and customer’s perception towards internet banking in Kathmandu valley system are positively related. It means an increase in reliability leads to an increase in customer’s perception towards internet banking in Kathmandu valley efficiency has positive correlation with customer’s perception towards internet banking system that increase in efficiency will lead to an increment in customer’s perception towards internet banking system. Security component is a positively and significantly related to customer’s perception towards internet banking system. It means an increase in security will lead to an increment of customer’s perception towards internet banking system. Convenience has positive and significant correlation with customer’s perception towards internet banking system. Increase in convenience leads to increase in customer’s perception towards internet banking system. Queue management has positive and significant with customer’s perception towards internet banking system. Ease of use of internet banking system is positively and significantly correlated with the customer’s perception towards internet banking system. It means that increase in ease of use of internet banking system will lead to an increment of customer’s perception towards internet banking system.
Regression analysis shows that beta coefficient for responsiveness is positive and significant. The result indicates reliability has significant positive impact on customer’s perception towards internet banking system. Similarly, the beta coefficients for ease of use are also positive indicating that increase in ease of use leads to increase in customer’s perception towards internet banking. Likewise, estimated regression results show that beta coefficient is positive and significant for security at 5 percent level of significance. The result thus indicates that higher the security, higher would be customer’s perception towards internet banking system. Likewise, the beta coefficient for the convenience is also positive and significant at 5 percent level of significance. The result indicates higher the convenience, higher would be the customer’s perception towards internet banking system. Similarly, beta coefficient for the queue management is positive and significant at 5 percent level of significance. The result indicates queue management has significant positive impact on customer’s perception towards internet banking system.
The major conclusion of the study is that that higher reliability and convenience service leads to increase in customers’ perception towards internet banking. Similarly, the study also concludes that increase in security and ease of use also leads to increase in customers’ perception towards internet banking. Reliability and queue management are the major factors affecting the customers’ attitude towards internet banking.
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