Nirdosh Agarwal
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Impact of customer satisfaction on commercial banks in Nepal: Insights from a survey-based study
Yadav Mani Upadhyaya, Shiva Raj Ghimire
, Nirdosh Agarwal
, Khom Raj Kharel
doi: http://dx.doi.org/10.21511/bbs.19(3).2024.17
Banks and Bank Systems Volume 19, 2024 Issue #3 pp. 200-216
Views: 528 Downloads: 328 TO CITE АНОТАЦІЯThis study investigates how various service quality dimensions affect customer satisfaction in commercial banks across Nepal. The objective of this study is to examine the impact of key service quality dimensions (responsiveness, empathy, assurance, communication, and overall service quality) on customer satisfaction in commercial banks in Nepal. A survey-based quantitative approach was employed, collecting data from 399 customers in Nepal. The study utilizes multiple linear regression analysis and hypothesis testing to determine the relationship between these factors and customer satisfaction. The results indicate that communication, assurance, and service quality positively influence customer satisfaction, with a moderate mean score of 2.317949 out of 5 and moderate variability (SD = 0.479612). These three factors are key contributors, accounting for 41.5% of the variation in satisfaction, whereas empathy and responsiveness have weaker or insignificant impacts. The study concludes that enhancing communication and service quality is crucial for improving customer satisfaction, which is essential for sustainable growth in Nepal’s financial sector.
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Service quality and customer satisfaction: Empirical evidence from the Nepalese banking industry
Shiva Raj Ghimire, Yadav Mani Upadhyaya
, Nirdosh Agarwal
doi: http://dx.doi.org/10.21511/bbs.20(1).2025.17
Banks and Bank Systems Volume 20, 2025 Issue #1 pp. 205-220
Views: 109 Downloads: 38 TO CITE АНОТАЦІЯThis study aims to explore the application of the SERVQUAL (service quality) model in Nepal’s banking sector, focusing on how its five measurements – tangibility, reliability, responsiveness, assurance, and empathy – affect customer satisfaction. A descriptive research design was employed, utilizing a stratified random sample of 384 customers from various banks in Nepal. Data were gathered through a structured questionnaire based on the SERVQUAL model, complemented by semi-structured interviews to capture both quantitative and qualitative insights into service quality measurements and overall satisfaction. The result of the study is that customer satisfaction was significantly high, with 77.4% of respondents indicating satisfaction with banking services, particularly appreciating the clarity of forms at 82.6%. The regression analysis revealed that tangibility, reliability, and responsiveness were the main factors influencing customer satisfaction, with coefficients of 0.335, 0.204, and 0.281, respectively. The findings indicate that tangibility, reliability, and responsiveness are the most influential factors affecting customer satisfaction in Nepalese banks, with significant positive relationships confirmed through regression analysis. While assurance and empathy also contribute positively, their impact is comparatively weaker, highlighting the critical areas for banks to focus on to enrich overall customer satisfaction and commitment. The study concluded that customer satisfaction is generally positive, especially in areas like the ease of understanding processes and online services. Significant opportunities for improvement exist in ATM services and overall banking operations. This underscores the necessity for banks to adapt and enhance their offerings to cultivate greater customer loyalty and retention in a competitive market.
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