Open AccessCustomer Satisfaction in Retail Banking Services in Nepal
Author(s) -
P.P. Subedi
Publication year - 2019
Publication title -
pyc nepal journal of management/pyc nepal journal of management
Language(s) - English
Resource type - Journals
eISSN - 2738-9847
pISSN - 2091-0258
DOI - 10.3126/pycnjm.v12i1.30585
Subject(s) - customer satisfaction , business , marketing , service quality , descriptive statistics , reliability (semiconductor) , variables , regression analysis , quality (philosophy) , customer retention , service (business) , statistics , mathematics , power (physics) , physics , philosophy , epistemology , quantum mechanics
This research mainly focuses on analysing the factors affecting customer satisfaction in retail banking in Nepal. The study adopts descriptive and explorative research design to deal with the fundamental issues associated with various factors of customers’ satisfaction and retail banking. The study is based on questionnaire survey of 200 customers of 10 different “A” class financial institutions, i.e. commercial banks. Descriptive statistics, correlation coefficient and regression analysis have been applied to estimate the relationship between customer satisfaction as dependent variable and service quality variables as independent variables. The empirical evidences indicate that reliability, responsiveness, assurance and tangibles factors have positive and significant impact on customer satisfaction. It reveals that higher the level of responsiveness, reliability, assurance and tangibility higher would be the customer satisfaction.