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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.
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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
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Barcode Call number Media type Location Section Status 45/D 658.812 MAH Books Uniglobe Library Technology Available Perceived service quality, customer loyalty and bank performance of commercial banking in Nepal / Sona Shrestha
Title : Perceived service quality, customer loyalty and bank performance of commercial banking in Nepal Material Type: printed text Authors: Sona Shrestha, Author Publication Date: 2016 Pagination: 70p. Size: GRP/Thesis Accompanying material: 4/B General note: Including bibliography
Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Customer services
Service qualityKeywords: 'service quality and customer satisfaction customers Nepal commercial banks banks' Class number: 658.812 Abstract: Service quality is one of the critical success factors that influence the service sectors especially in banks. A bank can differentiate itself from competitors by providing quality services at promised time. Service quality is one of the most attractive areas for the studies for the last few decades in banking sector. Mudie and Pirrie (2006) identified some features of services for banking industry. These services are intangible in nature and cannot assure the quality because it cannot be counted, measured, tested, verified and inventoried in. There is simultaneous production and consumption of the services. Customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great concern to organizations (Blumberg et al., 2005).
The customers were more satisfied with the second generation joint venture banks where they has to spend less time waiting and also where the employees behavior was good (Gautam, 2004). Similarly, Koirala and Shrestha (2012) concluded that all the service quality dimensions like tangibility, reliability, responsiveness, assurance and empathy are important for forming service quality and customer satisfaction of commercial banks in Nepal. Rijal (2006) revealed that different branches of the similar banks have adapted different strategy and few of the banks have followed more than one strategy at the same time. The majority of commercial banks are offering different types of services to their customers through different branches established at different geographical locations.
The study has aimed to examine the effect of service quality and customer loyalty on the performance of Nepalese commercial banks. The specific objectives are: to analyze the level of service quality provided by commercial banks in Nepal, to examine the effect of factors service quality to the customer loyalty, to examine the effect of factors service quality to the banking performance, to find out the relationship between customer loyalty and bank performance and to investigate the quality of services based on five quality factors; assurance, reliability, assurance, responsiveness, tangibility, and empathy. This study is based on primary data from 160 respondents of 16 banks. This study employed descriptive and causal comparative research designs to deal with the determinants and fundamental issues associated with service quality, customer loyalty and bank performance of Nepalese commercial banks.
The result revealed that satisfaction is positively related to return on assets and return on equity. This indicates that higher the customer satisfaction higher would be the return on equity and return on assets. The result also revealed that reliability is positively related to ROE and ROA indicating that increased reliability in the banking services increases the bank performance as measured by return on equity and return on assets. Assurance is also positively related to return on equity and return on assets. It indicates that increased assurance in banking services increases the return on assets and return on equity. Tangibility is positively related to return on assets and return on equity which indicates that improved tangibility in banking services help to increase the overall performance of the banks measured by ROE and ROA.
The result also showed that beta coefficient is positive for customer satisfaction with return on assets, which clearly indicate that increased customer satisfaction increases the return on assets (ROA). The significant positive beta coefficient for tangibility indicates that improved tangibility of the banking services increases the bank performance as indicated by ROA. Beta coefficient for satisfaction is positive with return on equity and it is significant at five percent level, which indicates that increased level of satisfaction to the customer increase the return on equity. Beta coefficient for reliability is positive with ROE indicating that improved reliability of the banking services increase the return on equity of the banks. Likewise, responsiveness is found to be positive with return on equity and it is found to be significant at five percent. The result also revealed that beta coefficient is positive for reliability with customer loyalty and is significant at five percent indicating that improved reliability increases the customer loyalty towards banks services.
The major conclusion of this study is that there is positive impact of satisfaction, reliability, assurance, tangibility, empathy, responsibility and loyalty on bank performance. Improved reliability, assurance, tangibility, empathy, and improved responsibility in the organization’s services have positive impact on return on assets (ROA). This study suggested that banks willing to increase bank performance through customer loyalty should improve reliability, assurance, tangibility, empathy and responsibility.Perceived service quality, customer loyalty and bank performance of commercial banking in Nepal [printed text] / Sona Shrestha, Author . - 2016 . - 70p. ; GRP/Thesis + 4/B.
Including bibliography
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Customer services
Service qualityKeywords: 'service quality and customer satisfaction customers Nepal commercial banks banks' Class number: 658.812 Abstract: Service quality is one of the critical success factors that influence the service sectors especially in banks. A bank can differentiate itself from competitors by providing quality services at promised time. Service quality is one of the most attractive areas for the studies for the last few decades in banking sector. Mudie and Pirrie (2006) identified some features of services for banking industry. These services are intangible in nature and cannot assure the quality because it cannot be counted, measured, tested, verified and inventoried in. There is simultaneous production and consumption of the services. Customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great concern to organizations (Blumberg et al., 2005).
The customers were more satisfied with the second generation joint venture banks where they has to spend less time waiting and also where the employees behavior was good (Gautam, 2004). Similarly, Koirala and Shrestha (2012) concluded that all the service quality dimensions like tangibility, reliability, responsiveness, assurance and empathy are important for forming service quality and customer satisfaction of commercial banks in Nepal. Rijal (2006) revealed that different branches of the similar banks have adapted different strategy and few of the banks have followed more than one strategy at the same time. The majority of commercial banks are offering different types of services to their customers through different branches established at different geographical locations.
The study has aimed to examine the effect of service quality and customer loyalty on the performance of Nepalese commercial banks. The specific objectives are: to analyze the level of service quality provided by commercial banks in Nepal, to examine the effect of factors service quality to the customer loyalty, to examine the effect of factors service quality to the banking performance, to find out the relationship between customer loyalty and bank performance and to investigate the quality of services based on five quality factors; assurance, reliability, assurance, responsiveness, tangibility, and empathy. This study is based on primary data from 160 respondents of 16 banks. This study employed descriptive and causal comparative research designs to deal with the determinants and fundamental issues associated with service quality, customer loyalty and bank performance of Nepalese commercial banks.
The result revealed that satisfaction is positively related to return on assets and return on equity. This indicates that higher the customer satisfaction higher would be the return on equity and return on assets. The result also revealed that reliability is positively related to ROE and ROA indicating that increased reliability in the banking services increases the bank performance as measured by return on equity and return on assets. Assurance is also positively related to return on equity and return on assets. It indicates that increased assurance in banking services increases the return on assets and return on equity. Tangibility is positively related to return on assets and return on equity which indicates that improved tangibility in banking services help to increase the overall performance of the banks measured by ROE and ROA.
The result also showed that beta coefficient is positive for customer satisfaction with return on assets, which clearly indicate that increased customer satisfaction increases the return on assets (ROA). The significant positive beta coefficient for tangibility indicates that improved tangibility of the banking services increases the bank performance as indicated by ROA. Beta coefficient for satisfaction is positive with return on equity and it is significant at five percent level, which indicates that increased level of satisfaction to the customer increase the return on equity. Beta coefficient for reliability is positive with ROE indicating that improved reliability of the banking services increase the return on equity of the banks. Likewise, responsiveness is found to be positive with return on equity and it is found to be significant at five percent. The result also revealed that beta coefficient is positive for reliability with customer loyalty and is significant at five percent indicating that improved reliability increases the customer loyalty towards banks services.
The major conclusion of this study is that there is positive impact of satisfaction, reliability, assurance, tangibility, empathy, responsibility and loyalty on bank performance. Improved reliability, assurance, tangibility, empathy, and improved responsibility in the organization’s services have positive impact on return on assets (ROA). This study suggested that banks willing to increase bank performance through customer loyalty should improve reliability, assurance, tangibility, empathy and responsibility.Hold
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Barcode Call number Media type Location Section Status 175/D 658.812 SHR Books Uniglobe Library Technology Available Quality of categorized services, customer satisfaction and customer loyalty: a case of Nepalese commercial banks / Pratigya Sapkota
Title : Quality of categorized services, customer satisfaction and customer loyalty: a case of Nepalese commercial banks Material Type: printed text Authors: Pratigya Sapkota, Author Publication Date: 2015 Pagination: 89p. Size: GRP/Thesis Accompanying material: 3/B General note: Includes bibliographies Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Customer loyalty
Customer relations
Customer services
Service qualityKeywords: 'service quality and customer satisfaction customers Nepal commercial banks banks' Class number: 658.812 Abstract: Service quality is the extent to which customers’ perceptions of service meet and/or exceed their expectations. Customer satisfaction is mainly derived from the physiological response with the perceptual difference gap between expectation before consumption and practical experience after consumption of service or products. The level of banking services can be divided into three major categorizes like General Banking, Credit and Foreign Exchange. The general banking functions include accounts opening, deposit management, cash handling etc. Whereas, the credit banking service deals with the loan disbursement and loan management and the foreign exchange banking covers the area of L/C function, foreign currency and remittance management.
This study mainly focuses on exploring the relationship between categorised service quality, customers’ satisfaction and customers’ loyalty in Nepalese commercial bank. This study also produces the clear knowledge about the customers’ satisfaction and major determinants of categorised service quality, customers’ satisfaction and customers’ loyalty.
The research design that is used in this research is descriptive and causal comparative research. The descriptive research design has been adopted for searching the adequate data and information about the factors affecting the service quality, customers’ satisfaction and customers’ loyalty.
The major conclusion of the study is that that there is a positive significant relationship between the quality of categorized service, customer satisfaction and customer loyalty. The study also reveal that most of customers were satisfied with the services provided by the bank and would like to recommend the bank to their friends, family members and relatives. Customers are also satisfied with the online and internet banking services provided by the bank .Bank image is considered as the important factor to increase the satisfaction level of customer .As per the correlation coefficient the highest relation was recorded between customer loyalty and customers’ satisfaction.Quality of categorized services, customer satisfaction and customer loyalty: a case of Nepalese commercial banks [printed text] / Pratigya Sapkota, Author . - 2015 . - 89p. ; GRP/Thesis + 3/B.
Includes bibliographies
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Customer loyalty
Customer relations
Customer services
Service qualityKeywords: 'service quality and customer satisfaction customers Nepal commercial banks banks' Class number: 658.812 Abstract: Service quality is the extent to which customers’ perceptions of service meet and/or exceed their expectations. Customer satisfaction is mainly derived from the physiological response with the perceptual difference gap between expectation before consumption and practical experience after consumption of service or products. The level of banking services can be divided into three major categorizes like General Banking, Credit and Foreign Exchange. The general banking functions include accounts opening, deposit management, cash handling etc. Whereas, the credit banking service deals with the loan disbursement and loan management and the foreign exchange banking covers the area of L/C function, foreign currency and remittance management.
This study mainly focuses on exploring the relationship between categorised service quality, customers’ satisfaction and customers’ loyalty in Nepalese commercial bank. This study also produces the clear knowledge about the customers’ satisfaction and major determinants of categorised service quality, customers’ satisfaction and customers’ loyalty.
The research design that is used in this research is descriptive and causal comparative research. The descriptive research design has been adopted for searching the adequate data and information about the factors affecting the service quality, customers’ satisfaction and customers’ loyalty.
The major conclusion of the study is that that there is a positive significant relationship between the quality of categorized service, customer satisfaction and customer loyalty. The study also reveal that most of customers were satisfied with the services provided by the bank and would like to recommend the bank to their friends, family members and relatives. Customers are also satisfied with the online and internet banking services provided by the bank .Bank image is considered as the important factor to increase the satisfaction level of customer .As per the correlation coefficient the highest relation was recorded between customer loyalty and customers’ satisfaction.Hold
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Barcode Call number Media type Location Section Status 92/D 658.812 SAP Thesis/Dissertation Uniglobe Library Technology Available