Welcome to the Uniglobe Library
From this page you can:
Home |
Class number details
Library items with class number 658.812
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 Relationship marketing and customer loyalty : a study of Nepalese commercial banks / Bhoj Raj Bhandari
Title : Relationship marketing and customer loyalty : a study of Nepalese commercial banks Material Type: printed text Authors: Bhoj Raj Bhandari, Author Publication Date: 2017 Pagination: 91p. Size: GRP/Thesis Accompanying material: 9/B Languages : English Descriptors: Customer services Class number: 658.812 Abstract: Banking industries are very competitive, and it is difficult for banks to provide unique banking services as required by clients. To overcome this challenge banks can benefit from superior relationship marketing, because the clients focus on the service aspect of the bank and the level of interaction when evaluating a service firm. Firm's and client relationships in service industries are important as they influence the satisfaction, support and retention of banking clients.
Relationship marketing has received much attention in both academy and practice areas in the last few decades. Over the last decade relationship marketing began to dominate the marketing field. Relationship marketing is concerned about building customer loyalty by providing value to all the parties involved in the relational exchanges as, customer loyalty is the final goal of relationship marketing.
Business environments are characterized by increasingly saturated markets, caused by changes in the nature of competition and an ever-growing imperative to attain a comprehensive appreciation of customer needs. Matching the growing complexity of the business environment has led to an ever-more diversified and demanding customer base.
Customer relationship management is about managing customer knowledge to be understood and serve them and it is a multi-dimensional concept which places customers at the center of an organization where customer service is an important component of customer relationship management, however this notion is also concerned with coordinating customer relations across all business functions.
Customer loyalty is winning the confidence of the customers in favor of an organization such that the relationship becomes a win-win situation for both the organization as well as the customer. For this reason, it is pretty important in intensively competitive environment to be in regular contact with the customers and to follow the changes in them closely.
The major purpose of this study is to analyze the impact of relationship marketing on customer loyalty in Nepalese commercial banks. This study includes 20 commercial banks within Kathmandu valley. Total number of observation for the study consists of 160 respondents for analyzing the relationship between the RM practices and customer loyalty. For the selection of the sample respondent, convenience sampling has been used.
The result shows that trust is positively correlated to customer loyalty. It means that higher the level of trust higher would be customer loyalty. Similarly, commitment is positively related to customer loyalty. It indicates that more the banks are committed in providing services to the customers, higher would be the customer loyalty. Likewise, communication is positively related to customer loyalty, which indicates that more the flow of communication between organization and the customers, higher would be the customer loyalty. Also, the result shows that conflict handling is positively correlated to customer loyalty. It means that better the conflict handling process, higher would be the customer loyalty.
The regression results show that beta coefficient of trust is positive. It indicates that higher the level of trust, higher would be the customer loyalty. The beta coefficient for communication is positive with customer loyalty. The positive beta coefficient for communication indicate that more the flow of communication between organization and the customers higher would be the customer loyalty. Likewise, the result shows that beta coefficient for conflict handling is positive. This indicated that better the conflict handling process, higher would be customer loyalty. Likewise, the results show that beta coefficient for commitment is also positive. It indicated that more the banks are committed in providing services to the customers, higher would be the customer loyalty.
Relationship marketing and customer loyalty : a study of Nepalese commercial banks [printed text] / Bhoj Raj Bhandari, Author . - 2017 . - 91p. ; GRP/Thesis + 9/B.
Languages : English
Descriptors: Customer services Class number: 658.812 Abstract: Banking industries are very competitive, and it is difficult for banks to provide unique banking services as required by clients. To overcome this challenge banks can benefit from superior relationship marketing, because the clients focus on the service aspect of the bank and the level of interaction when evaluating a service firm. Firm's and client relationships in service industries are important as they influence the satisfaction, support and retention of banking clients.
Relationship marketing has received much attention in both academy and practice areas in the last few decades. Over the last decade relationship marketing began to dominate the marketing field. Relationship marketing is concerned about building customer loyalty by providing value to all the parties involved in the relational exchanges as, customer loyalty is the final goal of relationship marketing.
Business environments are characterized by increasingly saturated markets, caused by changes in the nature of competition and an ever-growing imperative to attain a comprehensive appreciation of customer needs. Matching the growing complexity of the business environment has led to an ever-more diversified and demanding customer base.
Customer relationship management is about managing customer knowledge to be understood and serve them and it is a multi-dimensional concept which places customers at the center of an organization where customer service is an important component of customer relationship management, however this notion is also concerned with coordinating customer relations across all business functions.
Customer loyalty is winning the confidence of the customers in favor of an organization such that the relationship becomes a win-win situation for both the organization as well as the customer. For this reason, it is pretty important in intensively competitive environment to be in regular contact with the customers and to follow the changes in them closely.
The major purpose of this study is to analyze the impact of relationship marketing on customer loyalty in Nepalese commercial banks. This study includes 20 commercial banks within Kathmandu valley. Total number of observation for the study consists of 160 respondents for analyzing the relationship between the RM practices and customer loyalty. For the selection of the sample respondent, convenience sampling has been used.
The result shows that trust is positively correlated to customer loyalty. It means that higher the level of trust higher would be customer loyalty. Similarly, commitment is positively related to customer loyalty. It indicates that more the banks are committed in providing services to the customers, higher would be the customer loyalty. Likewise, communication is positively related to customer loyalty, which indicates that more the flow of communication between organization and the customers, higher would be the customer loyalty. Also, the result shows that conflict handling is positively correlated to customer loyalty. It means that better the conflict handling process, higher would be the customer loyalty.
The regression results show that beta coefficient of trust is positive. It indicates that higher the level of trust, higher would be the customer loyalty. The beta coefficient for communication is positive with customer loyalty. The positive beta coefficient for communication indicate that more the flow of communication between organization and the customers higher would be the customer loyalty. Likewise, the result shows that beta coefficient for conflict handling is positive. This indicated that better the conflict handling process, higher would be customer loyalty. Likewise, the results show that beta coefficient for commitment is also positive. It indicated that more the banks are committed in providing services to the customers, higher would be the customer loyalty.
Hold
Place a hold on this item
Copies
Barcode Call number Media type Location Section Status 314/D 658.812 BHA 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 dimension and customers satisfaction in Nepalese commercial banks / Reena Yadav
Title : Service quality dimension and customers satisfaction in Nepalese commercial banks Material Type: printed text Authors: Reena Yadav, Author Publication Date: 2017 Pagination: 102p. Size: GRP/Thesis Accompanying material: 9/B Languages : English Descriptors: Customer services Class number: 658.812 Abstract: Banks are one of the most important institutions for the development of the financial sector, economy and the country as a whole. So, an efficient functioning of banking system is required for a development of overall economy of a country. Banks play an integral role of financial intermediary by collecting deposits from the surplus facing units and lending them to the deficit facing units. Saeed et al. (2015) observed stiff competition in the banking industry due to which the significance of customer satisfaction has grown tremendously. The study identified five quality dimensions that play a vital role to fill the gap between customer expectation and customer satisfaction. Five quality dimensions include reliability, privacy, reputation, empathy and tangibility. Numerous studies have agreed that customer expectations encompass more than one aspect of the service package (Johnson, 1995; Taylor, 1993 and Chase, 1978).
The major objective of the study is to analyze the impact of various dimensions of service quality on customer satisfaction of Nepalese commercial banks.The other objectives of this study are toanalyze the relationship between responsiveness and reliability on customer satisfaction of Nepalese commercial banks, toexamine the relationship between tangibility and empathy with customer satisfaction of Nepalese commercial banks, todetermine the impact of assurance on customer satisfaction of Nepalese commercial banks and to find out the most important service quality dimensions affecting customer satisfaction of Nepalese commercial banks.
In order to achieve the objectives, primary data collection was performed by providing questionnaire to 192 employees of 24 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 service quality dimensions and customer satisfaction were measured in 5 point liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose.
The result confirmed that tangibility, reliability, responsiveness and empathy are major factors affecting customer satisfaction of Nepalese commercial banks. Likewise, empathy, reliability, responsiveness and tangibility are ranked as the most important dimension of service quality affecting customer satisfaction of Nepalese commercial banks. Employee dress, promptness, service provided by the bank, interior comfort of the bank and bank’s staffs keeping customer’s best interest at heart are ranked as the most important attributes affecting customer satisfaction of Nepalese commercial banks. The study revealed that tangibility, responsiveness, reliability and empathy have positive relationship with customer satisfaction indicating that higher the level of tangibility, responsiveness, reliability and empathy, higher would be the customer satisfaction.
Using correlation analysis, the study reveals that reliability and tangibility are positively related to customer satisfaction. This indicates that higher the value of tangibility and reliability, higher would be the customer satisfaction. Similarly, empathy and responsiveness are positively related to customer satisfaction. This results also indicates that higher the value of empathy and responsiveness, higher would be the customer satisfaction. Moreover, assurance is also positively related to customer satisfaction. This indicates that higherthe value of assurance, higher would be the customer satisfaction.
The regression analysis reveals that the tangibility of the bank has a significant positive impact on customer satisfaction, where coefficients are significant at 5 percent level of significance. This indicates that higher the higher the value tangibility of bank higher would be the customer satisfaction. Similarly, empathy and responsiveness of the bank has a significant positive impact on customer satisfaction, where coefficients are significant at 5 percent level of significance. The beta coefficient is positive and significant for empathy at 5 percent level of significance. This indicates that employee with higher level of empathy are able to generate higher level of customer satisfaction. Beta coefficient is also positive for responsiveness. It indicates higher the employee responsiveness, higher would be the customer satisfaction, where beta coefficient is significant at 5 percent level of significance. The beta coefficient is positive and significant for reliability at 1 percent level of significance. This indicates that an increase in reliability lead to increase in customer satisfaction. The beta coefficient of assurance is positive but insignificant with the customer satisfaction.
Service quality dimension and customers satisfaction in Nepalese commercial banks [printed text] / Reena Yadav, Author . - 2017 . - 102p. ; GRP/Thesis + 9/B.
Languages : English
Descriptors: Customer services Class number: 658.812 Abstract: Banks are one of the most important institutions for the development of the financial sector, economy and the country as a whole. So, an efficient functioning of banking system is required for a development of overall economy of a country. Banks play an integral role of financial intermediary by collecting deposits from the surplus facing units and lending them to the deficit facing units. Saeed et al. (2015) observed stiff competition in the banking industry due to which the significance of customer satisfaction has grown tremendously. The study identified five quality dimensions that play a vital role to fill the gap between customer expectation and customer satisfaction. Five quality dimensions include reliability, privacy, reputation, empathy and tangibility. Numerous studies have agreed that customer expectations encompass more than one aspect of the service package (Johnson, 1995; Taylor, 1993 and Chase, 1978).
The major objective of the study is to analyze the impact of various dimensions of service quality on customer satisfaction of Nepalese commercial banks.The other objectives of this study are toanalyze the relationship between responsiveness and reliability on customer satisfaction of Nepalese commercial banks, toexamine the relationship between tangibility and empathy with customer satisfaction of Nepalese commercial banks, todetermine the impact of assurance on customer satisfaction of Nepalese commercial banks and to find out the most important service quality dimensions affecting customer satisfaction of Nepalese commercial banks.
In order to achieve the objectives, primary data collection was performed by providing questionnaire to 192 employees of 24 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 service quality dimensions and customer satisfaction were measured in 5 point liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose.
The result confirmed that tangibility, reliability, responsiveness and empathy are major factors affecting customer satisfaction of Nepalese commercial banks. Likewise, empathy, reliability, responsiveness and tangibility are ranked as the most important dimension of service quality affecting customer satisfaction of Nepalese commercial banks. Employee dress, promptness, service provided by the bank, interior comfort of the bank and bank’s staffs keeping customer’s best interest at heart are ranked as the most important attributes affecting customer satisfaction of Nepalese commercial banks. The study revealed that tangibility, responsiveness, reliability and empathy have positive relationship with customer satisfaction indicating that higher the level of tangibility, responsiveness, reliability and empathy, higher would be the customer satisfaction.
Using correlation analysis, the study reveals that reliability and tangibility are positively related to customer satisfaction. This indicates that higher the value of tangibility and reliability, higher would be the customer satisfaction. Similarly, empathy and responsiveness are positively related to customer satisfaction. This results also indicates that higher the value of empathy and responsiveness, higher would be the customer satisfaction. Moreover, assurance is also positively related to customer satisfaction. This indicates that higherthe value of assurance, higher would be the customer satisfaction.
The regression analysis reveals that the tangibility of the bank has a significant positive impact on customer satisfaction, where coefficients are significant at 5 percent level of significance. This indicates that higher the higher the value tangibility of bank higher would be the customer satisfaction. Similarly, empathy and responsiveness of the bank has a significant positive impact on customer satisfaction, where coefficients are significant at 5 percent level of significance. The beta coefficient is positive and significant for empathy at 5 percent level of significance. This indicates that employee with higher level of empathy are able to generate higher level of customer satisfaction. Beta coefficient is also positive for responsiveness. It indicates higher the employee responsiveness, higher would be the customer satisfaction, where beta coefficient is significant at 5 percent level of significance. The beta coefficient is positive and significant for reliability at 1 percent level of significance. This indicates that an increase in reliability lead to increase in customer satisfaction. The beta coefficient of assurance is positive but insignificant with the customer satisfaction.
Hold
Place a hold on this item
Copies
Barcode Call number Media type Location Section Status 319/D 658.812 YAD Thesis/Dissertation Uniglobe Library Technology Available Service quality dimensions and customers satisfaction in Nepalese commercial banks / Rajani Acharya
PermalinkThe factors influencing customer satisfaction with ATM banking in Nepalese commercial banks / Siddhant Dhanuk
PermalinkThe Impact of internet banking service quality on customer satisfaction and customer loyalty in Nepalese commercial banks / Salma Maharjan
Permalink