Determinants of bank selection by Nepalese customers / Anil Kumar Bist 

Public ISBD Title : Determinants of bank selection by Nepalese customers Material Type: printed text Authors: Anil Kumar Bist, Author Publication Date: 2014 Pagination: 84p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibliography Languages : English Descriptors: Customer satisfaction Banks Banks and banking Customer loyalty Customer services Management Nepal Keywords: 'bank  bank and banking  management  commercial  customer  nepal' Class number: 332.01 Abstract: Customer Bank selection is the decision that a customer takes on the basis of different attributes or factors that the bank has. The different factors taken in consideration by customers’ while selecting a bank are various types of services provided by the banks, Interest rates that has been taken or given by bank, promptness of services, responses of employees and so on. Bank occupies an important place in the framework of every economy. It provides capital for the development of industry, trade & business investing the saving collected as deposit. All the economic activities of every country are greatly influenced by the banking business of that country. Banks, by playing active roles, have changed the economic structure of the world. Integrated & speedy development of the country is possible only when competitive banking services reach nooks & corners of the country. Therefore a banking organization must prioritize the provision of high quality service to its customers. People are using the services of the banks to meet up their variety of purposes. Services delivered by the banks play an important role in forming customer’s attitude towards the organizations. The study seeks to examine and gain an insight and understanding into the factors that informed customers' selection of banks as well as their loyalty to particular banks. This understanding and insight will further provide the light for Nepalese banks to formulate new strategies and decisions. Based on these strategies and decisions it will provide a roadmap which will help the banks to attract customers and groom them to become addicted and loyalist to the bank. The main purpose of the study was to investigate the determinants of bank selection used by Nepalese customers. The study is based on primary data. Nature of data is qualitative which is collected from customers of sixteen Nepalese commercial banks that include public banks, joint venture banks and non joint commercial banks. The primary data analysis is done on the basis of different statistical tools like: Cronbach’s alpha, mean, median, percentage frequency distribution, and correlation analysis. The major conclusions of the study are the customers’ reliability depends on attractive infrastructures. The satisfaction level of customers with current services provided by Nepalese Commercial banks is low. In case of efficient services provided by bank customers are satisfied except in case of Public sector banks. The customers like to recommend their bank to other people rather than public bank. Customers indicated location convenience as first major factor followed by high interest rate. According to the result the factors that customers consider while selecting Nepalese commercial banks most of the respondents’ ranked Number of branches as a most important factor affecting customers choice while choosing banks and secondly and Interest rate. Customers ranked Advertisement as most influencing factor followed by Timely service, responsiveness of bank employees and Bank location. The correlation results of the different factors taken for the study in Public Banks Number of branches, Number of ATM links, and Opening hours have positive and higher degree of correlations with Bank location. Similarly, Deposit rate has low degree of correlation and insignificant relationship with Lending Rate, Bank Location and Number of Branches. Number of ATM links also has low degree of correlation and insignificant relationship with Lending Rate. Likewise, in case of Joint Venture Banks Number of branches, Number of ATM links and Opening hours have positive and higher degree of correlations with Bank location. In case of non joint venture banks Number of branches, Number of ATM links, and Opening hours have positive and higher degree of correlations with Bank location whereas Deposit rate has low degree of correlation and insignificant relationship with Lending rate. The overall results indicates that Number of branches, Number of ATM links, Opening hours have positive and higher degree of correlations with Bank location. Determinants of bank selection by Nepalese customers [printed text] / Anil Kumar Bist, Author . - 2014 . - 84p. ; GRP/Thesis + 3/B. Including bibliography Languages : English Descriptors: Customer satisfaction Banks Banks and banking Customer loyalty Customer services Management Nepal Keywords: 'bank  bank and banking  management  commercial  customer  nepal' Class number: 332.01 Abstract: Customer Bank selection is the decision that a customer takes on the basis of different attributes or factors that the bank has. The different factors taken in consideration by customers’ while selecting a bank are various types of services provided by the banks, Interest rates that has been taken or given by bank, promptness of services, responses of employees and so on. Bank occupies an important place in the framework of every economy. It provides capital for the development of industry, trade & business investing the saving collected as deposit. All the economic activities of every country are greatly influenced by the banking business of that country. Banks, by playing active roles, have changed the economic structure of the world. Integrated & speedy development of the country is possible only when competitive banking services reach nooks & corners of the country. Therefore a banking organization must prioritize the provision of high quality service to its customers. People are using the services of the banks to meet up their variety of purposes. Services delivered by the banks play an important role in forming customer’s attitude towards the organizations. The study seeks to examine and gain an insight and understanding into the factors that informed customers' selection of banks as well as their loyalty to particular banks. This understanding and insight will further provide the light for Nepalese banks to formulate new strategies and decisions. Based on these strategies and decisions it will provide a roadmap which will help the banks to attract customers and groom them to become addicted and loyalist to the bank. The main purpose of the study was to investigate the determinants of bank selection used by Nepalese customers. The study is based on primary data. Nature of data is qualitative which is collected from customers of sixteen Nepalese commercial banks that include public banks, joint venture banks and non joint commercial banks. The primary data analysis is done on the basis of different statistical tools like: Cronbach’s alpha, mean, median, percentage frequency distribution, and correlation analysis. The major conclusions of the study are the customers’ reliability depends on attractive infrastructures. The satisfaction level of customers with current services provided by Nepalese Commercial banks is low. In case of efficient services provided by bank customers are satisfied except in case of Public sector banks. The customers like to recommend their bank to other people rather than public bank. Customers indicated location convenience as first major factor followed by high interest rate. According to the result the factors that customers consider while selecting Nepalese commercial banks most of the respondents’ ranked Number of branches as a most important factor affecting customers choice while choosing banks and secondly and Interest rate. Customers ranked Advertisement as most influencing factor followed by Timely service, responsiveness of bank employees and Bank location. The correlation results of the different factors taken for the study in Public Banks Number of branches, Number of ATM links, and Opening hours have positive and higher degree of correlations with Bank location. Similarly, Deposit rate has low degree of correlation and insignificant relationship with Lending Rate, Bank Location and Number of Branches. Number of ATM links also has low degree of correlation and insignificant relationship with Lending Rate. Likewise, in case of Joint Venture Banks Number of branches, Number of ATM links and Opening hours have positive and higher degree of correlations with Bank location. In case of non joint venture banks Number of branches, Number of ATM links, and Opening hours have positive and higher degree of correlations with Bank location whereas Deposit rate has low degree of correlation and insignificant relationship with Lending rate. The overall results indicates that Number of branches, Number of ATM links, Opening hours have positive and higher degree of correlations with Bank location.

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Customer satisfaction with Internet banking services: evidence from Nepalese commercial banks / Rupa Maharjan 

Public ISBD Title : Customer satisfaction with Internet banking services: evidence from Nepalese commercial banks Material Type: printed text Authors: Rupa Maharjan, Author Publication Date: 2014 Pagination: 72p. Size: GRP/Thesis Accompanying material: 3/D General note: Including bibilography Languages : English Descriptors: Customer satisfaction Banking Banks Banks and banking Commercial banks Internet banking Nepal Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102 Customer satisfaction with Internet banking services: evidence from Nepalese commercial banks [printed text] / Rupa Maharjan, Author . - 2014 . - 72p. ; GRP/Thesis + 3/D. Including bibilography Languages : English Descriptors: Customer satisfaction Banking Banks Banks and banking Commercial banks Internet banking Nepal Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102

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Internet banking and customer satisfaction: a case of Nepalese commercial banks / Elish Shrestha 

Public ISBD Title : Internet banking and customer satisfaction: a case of Nepalese commercial banks Material Type: printed text Authors: Elish Shrestha, Author Publication Date: 2015 Pagination: 69p. Size: GRP/Thesis Accompanying material: 2/B General note: Including bibliography Languages : English Descriptors: Customer satisfaction Banks Banks and banking Commercial banks Internet banking Nepal Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102 Abstract: Customer satisfaction is imperative for the long-term success of any organization. More the competition, higher is the necessity to keep the customers satisfied. After liberalization, both public and private sectors are facing enormous competition. In this competitive atmosphere, it becomes essential to understand the dimensions of service quality. Internet banking is the most inventive service offered by the banks. For banks, internet has emerged as a strategic resource for achieving higher efficiency. The electronic revolution has made it possible to provide ease and flexibility in banking operations, which benefit the customers. Customer satisfaction is a long-term strategy. It is one of the most important competitive factors that indicate a company’s profitability. Banks in Nepal are providing different facilities to the customers like SMS banking, online banking and many more. Due to such facilitiesNepalese people are gainingbanking knowledge and they are saving their money in banks. The major objective of the study is to examine the relationship between internet banking services and customer satisfaction in Nepalese commercial banks. Likewise, the specific objectives areto examine the relationship between reliability of internet banking services and customer satisfaction in Nepalese Commercial Banks;to assess the performance of internet banking activities of commercial banks in Nepal;to analyze the customer satisfaction level in service security and customer support in internet banking services of Nepalese commercial banks;to determine the relationship between easy to use internet banking services and customer satisfaction in Nepalese commercial banks;to evaluate the awareness of internet banking services among the customers of Nepalese commercial banks; andto examine the impact of perceived value of internet banking services on customer satisfaction. The study is based on primary source of data. Data for the survey are collected from the customers of different commercial banks. The primary sources of data have been used to assess the opinion of respondents with respect to customers’ satisfaction and internet banking services provided by the Nepalese commercial banks. The total sample respondents are 150 from different bank customers. The instruments are descriptive statistics as well as inferential statistics and convenience sampling technique is used. Frequencies, percentage, medium, standard deviation, correlation, regression and test of significance are used in this study to measure the customer satisfaction with internet banking services. The research is based on the qualitative method. The results and findings are mainly dependent on the customers’perception, evaluation and psychological reactions of consumption experience of the products and services of respective banks. Majority of the respondents have agreed that transactions done through internet banking help to enhance the efficiency of customers. In the same way, 64% of the respondents have agreed that internet banking enables to accomplish more banking activities. Likewise, in rating the performance of internet banking services like bill payments, e-alerts, stop payment, balance enquiry, retrieving bank statement and fund transfer majority of respondents have rated that commercial banks are good enough to provide all these services to their customers. Majority of internet banking users (44%) are satisfied with the internet banking services provided to customers by their respective banks. But talking about the cost of internet banking services imposed by the banks, many respondents are neither satisfied nor dissatisfied. Easy to Use (EU) is found significant at 1 percent level of significance and service security is found significant at 10 percent. This shows that only two variables have good explanatory power among all the independent variables. The study concludes thatinternet banking has become a major facility sought by the existing and potential customers especially the educated and employed people to get better and fast services. All the service sectors depend on customers and their satisfaction and the banks are no exception. Majority of the customers are using internet banking since it is easy to use. The bank should make it more flexible and also website should be made in multi languages so that all walk of people will be attracted to the internet banking. It is also recommended that banks must invest in understanding the needs of customers of internet banking and try as much as possible to meet their various needs associated with the services provided by internet banking. This study suggests that there is a need for further researchers to examine the effect of customer satisfaction or dissatisfaction including more dimensions like system availability, cost effectiveness, brand perception, compensation, problem handling and many more as there will be huge acceptance of e-banking with the passage of time with growing awareness and education. Internet banking and customer satisfaction: a case of Nepalese commercial banks [printed text] / Elish Shrestha, Author . - 2015 . - 69p. ; GRP/Thesis + 2/B. Including bibliography Languages : English Descriptors: Customer satisfaction Banks Banks and banking Commercial banks Internet banking Nepal Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102 Abstract: Customer satisfaction is imperative for the long-term success of any organization. More the competition, higher is the necessity to keep the customers satisfied. After liberalization, both public and private sectors are facing enormous competition. In this competitive atmosphere, it becomes essential to understand the dimensions of service quality. Internet banking is the most inventive service offered by the banks. For banks, internet has emerged as a strategic resource for achieving higher efficiency. The electronic revolution has made it possible to provide ease and flexibility in banking operations, which benefit the customers. Customer satisfaction is a long-term strategy. It is one of the most important competitive factors that indicate a company’s profitability. Banks in Nepal are providing different facilities to the customers like SMS banking, online banking and many more. Due to such facilitiesNepalese people are gainingbanking knowledge and they are saving their money in banks. The major objective of the study is to examine the relationship between internet banking services and customer satisfaction in Nepalese commercial banks. Likewise, the specific objectives areto examine the relationship between reliability of internet banking services and customer satisfaction in Nepalese Commercial Banks;to assess the performance of internet banking activities of commercial banks in Nepal;to analyze the customer satisfaction level in service security and customer support in internet banking services of Nepalese commercial banks;to determine the relationship between easy to use internet banking services and customer satisfaction in Nepalese commercial banks;to evaluate the awareness of internet banking services among the customers of Nepalese commercial banks; andto examine the impact of perceived value of internet banking services on customer satisfaction. The study is based on primary source of data. Data for the survey are collected from the customers of different commercial banks. The primary sources of data have been used to assess the opinion of respondents with respect to customers’ satisfaction and internet banking services provided by the Nepalese commercial banks. The total sample respondents are 150 from different bank customers. The instruments are descriptive statistics as well as inferential statistics and convenience sampling technique is used. Frequencies, percentage, medium, standard deviation, correlation, regression and test of significance are used in this study to measure the customer satisfaction with internet banking services. The research is based on the qualitative method. The results and findings are mainly dependent on the customers’perception, evaluation and psychological reactions of consumption experience of the products and services of respective banks. Majority of the respondents have agreed that transactions done through internet banking help to enhance the efficiency of customers. In the same way, 64% of the respondents have agreed that internet banking enables to accomplish more banking activities. Likewise, in rating the performance of internet banking services like bill payments, e-alerts, stop payment, balance enquiry, retrieving bank statement and fund transfer majority of respondents have rated that commercial banks are good enough to provide all these services to their customers. Majority of internet banking users (44%) are satisfied with the internet banking services provided to customers by their respective banks. But talking about the cost of internet banking services imposed by the banks, many respondents are neither satisfied nor dissatisfied. Easy to Use (EU) is found significant at 1 percent level of significance and service security is found significant at 10 percent. This shows that only two variables have good explanatory power among all the independent variables. The study concludes thatinternet banking has become a major facility sought by the existing and potential customers especially the educated and employed people to get better and fast services. All the service sectors depend on customers and their satisfaction and the banks are no exception. Majority of the customers are using internet banking since it is easy to use. The bank should make it more flexible and also website should be made in multi languages so that all walk of people will be attracted to the internet banking. It is also recommended that banks must invest in understanding the needs of customers of internet banking and try as much as possible to meet their various needs associated with the services provided by internet banking. This study suggests that there is a need for further researchers to examine the effect of customer satisfaction or dissatisfaction including more dimensions like system availability, cost effectiveness, brand perception, compensation, problem handling and many more as there will be huge acceptance of e-banking with the passage of time with growing awareness and education.

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Interactive marketing and customer retention in Nepalese commercial banks / Ananta Puri 

Public ISBD Title : Interactive marketing and customer retention in Nepalese commercial banks Material Type: printed text Authors: Ananta Puri, Author Publication Date: 2014 Pagination: 81p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibliography Languages : English Descriptors: Bank marketing Banks Banks and banking Commercial banks Direct marketing Electronic commerce Interactive marketing Marketing Telemarketing Keywords: 'interactive marketing  customer  banks  banks and banking  commercial banks  electronic commerce  nepal' Class number: 658.84 Abstract: Service industries like bank has become more and more crucial in every aspects of business form the last two decades. The extents of banking industries become evident on national economy. Banking industries are expected to be more significant in upcoming future. As it becomes stronger instrument to the modern economy the clients are now getting more choices and easy availability. Therefore, it has become harder for the service oriented firm to do stable business. Moreover, continuous flow of new comers and innovative approaches by the competitors make it harder. It has become difficult for banks to retain the customers. A business that wants to succeed in today’s global competitive market where customers are empowered and brand loyalty erosion is increasing will have to maintain a good relationship with customers. Bank need to investigate customer needs, they have to build relationships with both existing and potential customers, and they will have to satisfy their customers‟ needs. Bank should realize the importance of satisfying and retaining customers. Acquiring 3 new customers can cost five times more that the cost involved in satisfying and retaining current customers. The study aimed to find the relationship between interactive marketing and customer retention in the Nepalese banking industry. The other objectives of this study are to identify the critical factors of Interactive Marketing in Nepalese Banking sector, to identify the critical factors of customer retention in Nepalese Banking sector, to identify the relationship between interactive marketing and customer retention in banking sector and identify the possible benefits of this relationships, to analyze the relationship between interactive control and customer retention in Nepalese banking sector, to identify the connection between Trust Benevolence and Customer Retention, to assess the relationship between perceived risk and customer retention in commercial banks of Nepal, to explore the relationship between two way communication and customer retention and to examine relationship between delivery speed and customer retention in commercial banks of Nepal. Questionnaire were developed and distributed to 180 customers but only 150 customers of Nepalese commercial banks respond to collect the required data. 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 interactive marketing dimensions and customer retention were measured on 5 point liker scale and weighted mean value of each variables were used to examine the relationship between dependent and independent variables as for the study purpose. The study indicated that dimension of interactive marketing and trust has strong positive significant relationships with customer retention except interactive control and perceived risk. Most of the customers have complaint about two way communications. They feel there is less interaction between the bank and customers, which is decreasing the interest of customers towards bank. The report concludes that there is need to retain customers in the Nepalese banking industry. To maintain a relationship formal incentives are not enough, trust is also necessary. Interactive marketing and customer retention in Nepalese commercial banks [printed text] / Ananta Puri, Author . - 2014 . - 81p. ; GRP/Thesis + 3/B. Including bibliography Languages : English Descriptors: Bank marketing Banks Banks and banking Commercial banks Direct marketing Electronic commerce Interactive marketing Marketing Telemarketing Keywords: 'interactive marketing  customer  banks  banks and banking  commercial banks  electronic commerce  nepal' Class number: 658.84 Abstract: Service industries like bank has become more and more crucial in every aspects of business form the last two decades. The extents of banking industries become evident on national economy. Banking industries are expected to be more significant in upcoming future. As it becomes stronger instrument to the modern economy the clients are now getting more choices and easy availability. Therefore, it has become harder for the service oriented firm to do stable business. Moreover, continuous flow of new comers and innovative approaches by the competitors make it harder. It has become difficult for banks to retain the customers. A business that wants to succeed in today’s global competitive market where customers are empowered and brand loyalty erosion is increasing will have to maintain a good relationship with customers. Bank need to investigate customer needs, they have to build relationships with both existing and potential customers, and they will have to satisfy their customers‟ needs. Bank should realize the importance of satisfying and retaining customers. Acquiring 3 new customers can cost five times more that the cost involved in satisfying and retaining current customers. The study aimed to find the relationship between interactive marketing and customer retention in the Nepalese banking industry. The other objectives of this study are to identify the critical factors of Interactive Marketing in Nepalese Banking sector, to identify the critical factors of customer retention in Nepalese Banking sector, to identify the relationship between interactive marketing and customer retention in banking sector and identify the possible benefits of this relationships, to analyze the relationship between interactive control and customer retention in Nepalese banking sector, to identify the connection between Trust Benevolence and Customer Retention, to assess the relationship between perceived risk and customer retention in commercial banks of Nepal, to explore the relationship between two way communication and customer retention and to examine relationship between delivery speed and customer retention in commercial banks of Nepal. Questionnaire were developed and distributed to 180 customers but only 150 customers of Nepalese commercial banks respond to collect the required data. 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 interactive marketing dimensions and customer retention were measured on 5 point liker scale and weighted mean value of each variables were used to examine the relationship between dependent and independent variables as for the study purpose. The study indicated that dimension of interactive marketing and trust has strong positive significant relationships with customer retention except interactive control and perceived risk. Most of the customers have complaint about two way communications. They feel there is less interaction between the bank and customers, which is decreasing the interest of customers towards bank. The report concludes that there is need to retain customers in the Nepalese banking industry. To maintain a relationship formal incentives are not enough, trust is also necessary.

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The impact of internal marketing on employee's job satisfaction of commercial banks in Nepal / Sujata Bhandari 

Public ISBD Title : The impact of internal marketing on employee's job satisfaction of commercial banks in Nepal Material Type: printed text Authors: Sujata Bhandari, Author Publication Date: 2014 Pagination: 80p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibilography Languages : English Descriptors: Bank and banking Banking Commercial banks Internet banking Job satisfaction Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102 Abstract: Banking sector is very important for any country. It works as a back bone for an economy. An effective banking system can aid in rapid economic. Banking efficiency and effectives where on one hand rests on its products and services, on the other hand employees play a vital role in taking those to the customers thus it is of utmost importance to be knowledgeable about the feelings of the employees, their motivation, satisfaction and level of commitment to workplace is a criterion for organizational survival and ultimate growth. The process of internal marketing is seen as particularly important in the financial services sector. Internal marketing is becoming the rising issue in Nepalese business industries. Successful organizations understand that transforming the IM practices requires in depth analyses of its effectiveness. The study aimed to assess the relationship between employees’ satisfaction and Internal Marketing in the Nepalese banking industry. The other objectives of this study are to identify the dimensions of the internal marketing with reference to employee satisfaction in Nepalese commercial banks, to examine the relationship between organizational support and employees’ satisfaction in commercial banks of Nepal, to analyze the relationship between Supervisory support and employees’ satisfaction in commercial banks of Nepal, to identify the relationship between motivation and employees’ satisfaction in commercial banks of Nepal, to explore the relationship between selection and appointment and employees’ satisfaction in commercial banks of Nepal, to assess the relationship between Training & development and employees’ satisfaction in commercial banks of Nepal and to assess the need for enhancing Internal Marketing in commercial banks of Nepal. In order to achieve the objectives primary data collection was performed by providing questionnaire to 140 employees of 23 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 internal marketing dimensions and employee satisfaction were measured on 5 point liker scale and weighted mean value of each variables were used to examine the relationship between independent and independent variables as for the study purpose. The result confirmed that the IM function has effective role in the organization for employee satisfaction. Recommendations were made on future transformation actions for the IM function. The major conclusion of this study is that all variable has positive relation with employee satisfaction. If the Nepalese commercial banks treat their employees as inner customer and fulfill their needs then it will bring the rise in employee job satisfaction. Most of the employees are not well satisfied with the selection and appointment and supervisory support so commercial banks have to still work on those sectors to provide satisfaction to the employees. The impact of internal marketing on employee's job satisfaction of commercial banks in Nepal [printed text] / Sujata Bhandari, Author . - 2014 . - 80p. ; GRP/Thesis + 3/B. Including bibilography Languages : English Descriptors: Bank and banking Banking Commercial banks Internet banking Job satisfaction Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102 Abstract: Banking sector is very important for any country. It works as a back bone for an economy. An effective banking system can aid in rapid economic. Banking efficiency and effectives where on one hand rests on its products and services, on the other hand employees play a vital role in taking those to the customers thus it is of utmost importance to be knowledgeable about the feelings of the employees, their motivation, satisfaction and level of commitment to workplace is a criterion for organizational survival and ultimate growth. The process of internal marketing is seen as particularly important in the financial services sector. Internal marketing is becoming the rising issue in Nepalese business industries. Successful organizations understand that transforming the IM practices requires in depth analyses of its effectiveness. The study aimed to assess the relationship between employees’ satisfaction and Internal Marketing in the Nepalese banking industry. The other objectives of this study are to identify the dimensions of the internal marketing with reference to employee satisfaction in Nepalese commercial banks, to examine the relationship between organizational support and employees’ satisfaction in commercial banks of Nepal, to analyze the relationship between Supervisory support and employees’ satisfaction in commercial banks of Nepal, to identify the relationship between motivation and employees’ satisfaction in commercial banks of Nepal, to explore the relationship between selection and appointment and employees’ satisfaction in commercial banks of Nepal, to assess the relationship between Training & development and employees’ satisfaction in commercial banks of Nepal and to assess the need for enhancing Internal Marketing in commercial banks of Nepal. In order to achieve the objectives primary data collection was performed by providing questionnaire to 140 employees of 23 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 internal marketing dimensions and employee satisfaction were measured on 5 point liker scale and weighted mean value of each variables were used to examine the relationship between independent and independent variables as for the study purpose. The result confirmed that the IM function has effective role in the organization for employee satisfaction. Recommendations were made on future transformation actions for the IM function. The major conclusion of this study is that all variable has positive relation with employee satisfaction. If the Nepalese commercial banks treat their employees as inner customer and fulfill their needs then it will bring the rise in employee job satisfaction. Most of the employees are not well satisfied with the selection and appointment and supervisory support so commercial banks have to still work on those sectors to provide satisfaction to the employees.

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