Customer satisfaction in electronic banking services of nepalese commercial banks | |
| Author | Tamrakar, Shristi |
| Call Number | AIT RSPR no.SM-19-04 |
| Subject(s) | Commercial Bank of Nepal Internet banking--Nepal Customer satisfaction |
| Note | A research submitted in partial fulfillment of the requirements for the degree of Master of Business Administration |
| Publisher | Asian Institute of Technology |
| Abstract | This research paper aims to study the impact of five dimensions of service quality-Reliability, Responsiveness, User friendliness, Security and Website navigability on customer satisfaction in context of Internet BankinglMobile Banking (IB/MB) of Nepalese commercial banks and the performance gap between the experience and expectations of Nepalese customers in these service quality factors in IB/MB. Internet BankinglMobile Banking users offive top Nepalese commercial banks filled up a self-administered questionnaire. Further 15 IBIMB users were approached for short interview. Data collected from the users were analyzed with the use of Multiple Regression Analysis, Paired t-test and qualitative analysis. The data analysis shows that all the five service quality dimensions have positive and significant relationship with customer satisfaction in IBIMB of Nepalese commercial banks. Also, there is found to be negative performance gaps in each service quality dimensions in IB/MB. The questionnaire used in this research has been adapted from previous research papers; however there have been changes in the questionnaire items as per Nepalese scenario ensuring the assessment of each items with Cronbach's Alpha parameters. |
| Year | 2019 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Winai Wongsurawat; |
| Examination Committee(s) | Igel, Barbara;Zimmermann, Willi; |
| Scholarship Donor(s) | His Majesty the King's Scholarships (Thailand); |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2019 |