Welcome to the Uniglobe Library
From this page you can:
Home |
Descriptors
Refine your search Apply to external sources
Relationship between customer satisfaction and financial performance: a case on Nepalese commercial banks / Sandesh Thapa
Title : Relationship between customer satisfaction and financial performance: a case on Nepalese commercial banks Material Type: printed text Authors: Sandesh Thapa, Author Publication Date: 2014 Pagination: 68p. Size: GRP/Thesis Accompanying material: 5/B General note: Including bibilography Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Customer relationsKeywords: 'customer satisfaction banks nepal commercial banks customer relations' Class number: 658.812 Relationship between customer satisfaction and financial performance: a case on Nepalese commercial banks [printed text] / Sandesh Thapa, Author . - 2014 . - 68p. ; GRP/Thesis + 5/B.
Including bibilography
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Customer relationsKeywords: 'customer satisfaction banks nepal commercial banks customer relations' Class number: 658.812 Hold
Place a hold on this item
Copies
Barcode Call number Media type Location Section Status 109/D 658.812 THA Thesis/Dissertation Uniglobe Library Technology Available Service quality and customer satisfaction in Nepalese commercial banks / Ajay Gautam
Title : Service quality and customer satisfaction in Nepalese commercial banks Material Type: printed text Authors: Ajay Gautam, Author Publication Date: 2013 Pagination: 60p. Size: GRP/Thesis Accompanying material: 2/B General note: Includes bibliographies Languages : English Descriptors: Customer satisfaction
Banks and banking
Commercial banks
Customer services
Customers
NepalKeywords: 'service quality and customer satisfaction customers Nepal commercial banks banks' Class number: 658.812 Abstract: Customer satisfaction is the degree to which a customer perceives that an individual, firm or organization has effectively provided a product or service that meets the customer’s needs in the context in which the customer is aware of using the product or service. Customer satisfaction in the banking industry plays a vital role to create a healthy business status being service based industry. In any service based industry customer service is at highest priority and which is possible only by providing good quality services.
The study examines the determinants of service quality and customer satisfaction in Nepalese commercial banks. The relationship between bank customers’ overall satisfaction and service quality is investigated. The specific objectives of this study are to assess various aspects of services quality provided by commercial banks in Nepal, to determine and compare the extent of customers’ satisfaction with quality of banking services on the basis of different constituent factors, to identifying the bank related factors which influence the service quality in Nepalese commercial banks, to examine the level of customer satisfaction in Nepalese commercial banks, to examine the relationship between service quality and customer satisfaction, to explore the customers’ suggestions for improving service quality in Nepalese commercial banks, to identify the better banking sector between the public and private sector banks, to determine the most important factor of service quality effecting customer satisfaction.
This study is based on primary sources of data. Nature of data is qualitative which is on the basis of research title, stratified random sample and cluster sampling of both public and private banks is included to define the population. The primary data analysis used different statistical tools like: Cronbach's alpha, mean, percentage frequency distribution, and correlation analysis.
The major conclusion of this is that the level of quality service delivery and it effect on customer satisfaction at commercial banks in Nepal. Generally, the responses to service quality dimensions used to measure the performance of the banking services provided by Nepalese commercial banks are relatively high. Customers feel that the most important physical features and facilities are bank's location and interior layout. From the survey result the most important facilities provided by banks in Nepal is deposit facilities, the study also concluded that good behavior, honestly and politeness of staff and accuracy in performance are felt to be the most important elements in customer satisfaction. Customers are less satisfied interest rate policies, commissions and fees.
Comparing three category of Banks’ based on their service quality; joint venture banks have better service quality dimensions except tangibles than non joint venture banks and public banks. For Nepalese customer reliability is considered as the most important factor for influencing the service quality of Nepalese commercial banks. The result shows that banks should focus on their service quality and customer satisfaction for their long term existence. The result also indicates that in case of Nepalese commercial banks customer satisfaction is highly affected by assurance and responsiveness. The research concluded that the public banks are competing successfully with the joint venture and non joint venture banks.
Service quality and customer satisfaction in Nepalese commercial banks [printed text] / Ajay Gautam, Author . - 2013 . - 60p. ; GRP/Thesis + 2/B.
Includes bibliographies
Languages : English
Descriptors: Customer satisfaction
Banks and banking
Commercial banks
Customer services
Customers
NepalKeywords: 'service quality and customer satisfaction customers Nepal commercial banks banks' Class number: 658.812 Abstract: Customer satisfaction is the degree to which a customer perceives that an individual, firm or organization has effectively provided a product or service that meets the customer’s needs in the context in which the customer is aware of using the product or service. Customer satisfaction in the banking industry plays a vital role to create a healthy business status being service based industry. In any service based industry customer service is at highest priority and which is possible only by providing good quality services.
The study examines the determinants of service quality and customer satisfaction in Nepalese commercial banks. The relationship between bank customers’ overall satisfaction and service quality is investigated. The specific objectives of this study are to assess various aspects of services quality provided by commercial banks in Nepal, to determine and compare the extent of customers’ satisfaction with quality of banking services on the basis of different constituent factors, to identifying the bank related factors which influence the service quality in Nepalese commercial banks, to examine the level of customer satisfaction in Nepalese commercial banks, to examine the relationship between service quality and customer satisfaction, to explore the customers’ suggestions for improving service quality in Nepalese commercial banks, to identify the better banking sector between the public and private sector banks, to determine the most important factor of service quality effecting customer satisfaction.
This study is based on primary sources of data. Nature of data is qualitative which is on the basis of research title, stratified random sample and cluster sampling of both public and private banks is included to define the population. The primary data analysis used different statistical tools like: Cronbach's alpha, mean, percentage frequency distribution, and correlation analysis.
The major conclusion of this is that the level of quality service delivery and it effect on customer satisfaction at commercial banks in Nepal. Generally, the responses to service quality dimensions used to measure the performance of the banking services provided by Nepalese commercial banks are relatively high. Customers feel that the most important physical features and facilities are bank's location and interior layout. From the survey result the most important facilities provided by banks in Nepal is deposit facilities, the study also concluded that good behavior, honestly and politeness of staff and accuracy in performance are felt to be the most important elements in customer satisfaction. Customers are less satisfied interest rate policies, commissions and fees.
Comparing three category of Banks’ based on their service quality; joint venture banks have better service quality dimensions except tangibles than non joint venture banks and public banks. For Nepalese customer reliability is considered as the most important factor for influencing the service quality of Nepalese commercial banks. The result shows that banks should focus on their service quality and customer satisfaction for their long term existence. The result also indicates that in case of Nepalese commercial banks customer satisfaction is highly affected by assurance and responsiveness. The research concluded that the public banks are competing successfully with the joint venture and non joint venture banks.
Hold
Place a hold on this item
Copies
Barcode Call number Media type Location Section Status 22/D 658.812 GAU Thesis/Dissertation Uniglobe Library Technology Available Service quality, customer's satisfaction and customers' loyalty in commercial banks / Manju Maharjan
Title : Service quality, customer's satisfaction and customers' loyalty in commercial banks Material Type: printed text Authors: Manju Maharjan, Author Publication Date: 2014 Pagination: 69p. Size: GRP/Thesis Accompanying material: 3/B General note: Includes bibliographies Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Customer services
Service qualityKeywords: 'service quality and customer satisfaction customers Nepal commercial banks banks' Class number: 658.812 Service quality, customer's satisfaction and customers' loyalty in commercial banks [printed text] / Manju Maharjan, Author . - 2014 . - 69p. ; GRP/Thesis + 3/B.
Includes bibliographies
Languages : EnglishHold
Place a hold on this item
Copies
Barcode Call number Media type Location Section Status 45/D 658.812 MAH Books Uniglobe Library Technology Available Service quality dimensions and customers satisfaction in Nepalese commercial banks / Rajani Acharya
Title : Service quality dimensions and customers satisfaction in Nepalese commercial banks Material Type: printed text Authors: Rajani Acharya, Author Publication Date: 2018 Pagination: 105p. Size: GRP/Thesis Accompanying material: 7/B Languages : English Descriptors: Customer satisfaction
Service qualityClass number: 658.812 Abstract: Customer satisfaction is often regarded as the consequence of marketing activity performed by an organization. Customer satisfaction leads to change in attitude of customers, repeat purchase and ultimately brand loyalty. Origin of the concept of customer satisfaction is derived from the marketing concept and generated through satisfaction of customer needs and wants (Sabir et al., 2014). Davies et al. (1995) revealed that concept of customer satisfaction is new to those companies which have given more preference to price and availability of products for earning profit. Therefore, there must be clarity as to what customer satisfaction really means. Thus, customer satisfaction represents the state of mind of in which the customer finds themselves in after using products and services offered by the company as compared to their pre-purchase standard and expectation.
Service quality is a subjective phenomenon which varies from one individual to another. Therefore, it must be measured by encompassing different dimensions or components which constitutes the overall quality of service provided by the organization. According to Gray (2004), service quality provides lasting competitive advantage to an organization and also helps to distinguish the organization from the competitors. Thus, service quality not only serves as an ingredient for creating customer satisfaction but also helps to create product differentiation. The rapid change in technology has changed customer perception of service quality.
Customer satisfaction is a fundamental goal of marketing as the purpose of marketing is to satisfy customers. According to Bloemer and Odekerken-Schroder (2002), customer satisfaction is the result of successful marketing that creates competitive value for consumers. Contemporary marketing efforts are geared towards meeting consumers’ needs and ensuring customer satisfaction to retain such customers (Hassan, 2008). The judgments of product performance are related to expectations that could enhance the customer satisfaction or brand loyalty and there existsa positive and significant relationship between service quality dimensions and customer loyalty (Awan and Rehman, 2014).
The major objective of the study is to analyze the impact of various dimensions of service quality on customer satisfaction and customer loyalty of Nepalese commercial banks. The specific objectives are: to analyze the perception of customers on the level of service quality dimensions (reliability, responsiveness, assurance, tangibility, empathy and technology) of the Nepalese commercial banks, to examine the relationship of reliability, responsiveness, assurance, tangibility and empathy on customer satisfaction and customer loyalty, to determine the impact of selected service quality dimensions on customer satisfaction and loyalty, to find out the most important factor affecting customer satisfaction and loyalty in Nepalese commercial banks.
The study is based on the primary sources of data. These data are used to examine the opinion of the respondent with respect to service quality and their satisfaction level of the Nepalese commercial banks. For the purpose of primary data collection, a set of pre-specified questions have been mainly utilized as the instrument. The questions are identified from the previous studies and have been modified in some cases as tailor or best suit in the context of Nepal. The questions were designed to get the behavioral, views, suggestion and perception related information from the respondents. Data were collected using well-formulated questionnaires. The questionnaires were self-adjusted, validated and pre-tested. The respondents represent customers of 20 Nepalese commercial banks. The data were collected through 140 self-administered questionnaires, which were distributed to 190 respondents and 140 questionnaires were collected.
The study shows that tangibility, reliability, empathy, responsiveness and assurance have positive effect on customer satisfaction. Likewise, tangibility, reliability, empathy, responsiveness and assurance have positive impact on customer loyalty. The study also reveals that service quality dimensions have significant and positive impact on customer satisfaction in Nepalese commercial banks.
The study concludes that empathy followed by reliability, assurance and tangibility are the most dominant factors that influence the customer satisfaction in the context of Nepalese commercial banks. Similarly, the study also concludes that the most influencing factor for determining customer loyalty is reliability followed by empathy, responsiveness and tangibility in the context of Nepalese commercial banks.Service quality dimensions and customers satisfaction in Nepalese commercial banks [printed text] / Rajani Acharya, Author . - 2018 . - 105p. ; GRP/Thesis + 7/B.
Languages : English
Descriptors: Customer satisfaction
Service qualityClass number: 658.812 Abstract: Customer satisfaction is often regarded as the consequence of marketing activity performed by an organization. Customer satisfaction leads to change in attitude of customers, repeat purchase and ultimately brand loyalty. Origin of the concept of customer satisfaction is derived from the marketing concept and generated through satisfaction of customer needs and wants (Sabir et al., 2014). Davies et al. (1995) revealed that concept of customer satisfaction is new to those companies which have given more preference to price and availability of products for earning profit. Therefore, there must be clarity as to what customer satisfaction really means. Thus, customer satisfaction represents the state of mind of in which the customer finds themselves in after using products and services offered by the company as compared to their pre-purchase standard and expectation.
Service quality is a subjective phenomenon which varies from one individual to another. Therefore, it must be measured by encompassing different dimensions or components which constitutes the overall quality of service provided by the organization. According to Gray (2004), service quality provides lasting competitive advantage to an organization and also helps to distinguish the organization from the competitors. Thus, service quality not only serves as an ingredient for creating customer satisfaction but also helps to create product differentiation. The rapid change in technology has changed customer perception of service quality.
Customer satisfaction is a fundamental goal of marketing as the purpose of marketing is to satisfy customers. According to Bloemer and Odekerken-Schroder (2002), customer satisfaction is the result of successful marketing that creates competitive value for consumers. Contemporary marketing efforts are geared towards meeting consumers’ needs and ensuring customer satisfaction to retain such customers (Hassan, 2008). The judgments of product performance are related to expectations that could enhance the customer satisfaction or brand loyalty and there existsa positive and significant relationship between service quality dimensions and customer loyalty (Awan and Rehman, 2014).
The major objective of the study is to analyze the impact of various dimensions of service quality on customer satisfaction and customer loyalty of Nepalese commercial banks. The specific objectives are: to analyze the perception of customers on the level of service quality dimensions (reliability, responsiveness, assurance, tangibility, empathy and technology) of the Nepalese commercial banks, to examine the relationship of reliability, responsiveness, assurance, tangibility and empathy on customer satisfaction and customer loyalty, to determine the impact of selected service quality dimensions on customer satisfaction and loyalty, to find out the most important factor affecting customer satisfaction and loyalty in Nepalese commercial banks.
The study is based on the primary sources of data. These data are used to examine the opinion of the respondent with respect to service quality and their satisfaction level of the Nepalese commercial banks. For the purpose of primary data collection, a set of pre-specified questions have been mainly utilized as the instrument. The questions are identified from the previous studies and have been modified in some cases as tailor or best suit in the context of Nepal. The questions were designed to get the behavioral, views, suggestion and perception related information from the respondents. Data were collected using well-formulated questionnaires. The questionnaires were self-adjusted, validated and pre-tested. The respondents represent customers of 20 Nepalese commercial banks. The data were collected through 140 self-administered questionnaires, which were distributed to 190 respondents and 140 questionnaires were collected.
The study shows that tangibility, reliability, empathy, responsiveness and assurance have positive effect on customer satisfaction. Likewise, tangibility, reliability, empathy, responsiveness and assurance have positive impact on customer loyalty. The study also reveals that service quality dimensions have significant and positive impact on customer satisfaction in Nepalese commercial banks.
The study concludes that empathy followed by reliability, assurance and tangibility are the most dominant factors that influence the customer satisfaction in the context of Nepalese commercial banks. Similarly, the study also concludes that the most influencing factor for determining customer loyalty is reliability followed by empathy, responsiveness and tangibility in the context of Nepalese commercial banks.Hold
Place a hold on this item
Copies
Barcode Call number Media type Location Section Status 438/D 658.812 ACH Thesis/Dissertation Uniglobe Library Technology Available The Impact of internet banking service quality on customer satisfaction and customer loyalty in Nepalese commercial banks / Salma Maharjan
Title : The Impact of internet banking service quality on customer satisfaction and customer loyalty in Nepalese commercial banks Material Type: printed text Authors: Salma Maharjan, Author Publication Date: 2015 Pagination: 93p. Size: GRP/Thesis Accompanying material: 5/B General note: Including bibilography Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Service qualityKeywords: 'internet banking internet banking service quality customer satisfaction customer loyalty' Class number: 658.812 The Impact of internet banking service quality on customer satisfaction and customer loyalty in Nepalese commercial banks [printed text] / Salma Maharjan, Author . - 2015 . - 93p. ; GRP/Thesis + 5/B.
Including bibilography
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Service qualityKeywords: 'internet banking internet banking service quality customer satisfaction customer loyalty' Class number: 658.812 Hold
Place a hold on this item
Copies
Barcode Call number Media type Location Section Status 101/D 658.812 MAH Thesis/Dissertation Uniglobe Library Technology Available