Record Details

Effects of Service Quality on Customer Satisfaction in Nepalese Commercial Banks

The Journal of Development and Administrative Studies

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Field Value
 
Title Effects of Service Quality on Customer Satisfaction in Nepalese Commercial Banks
 
Creator Gnawali, Achyut; Central Department of Management, T.U.,Kirtipur
 
Subject Development Studies
Service quality, Customer satisfaction, Regression analysis, Financial performance
 
Description  Service Quality and customer satisfaction have long been recognized as playing a crucial role for success and survival in today's competitive market. This study has tried to discover the impact of service quality on customer satisfaction in Nepalese commercial bank. A structured questionnaire with 5 point Likert scale has been used to collect the data by conducting survey. The sample size is 392 and is chosen on a convenient basis. Data has been analyzed by using SPSS software (version: 22).Both primary and secondary sources of data are collected and used. Result of the study shows that tangibility, reliability, responsiveness, assurance and empathy significantly and positively influence customer attitudes in terms of satisfaction, i.e. service quality dimensions are crucial for customer satisfaction in public, private and joint venture commercial banking sector in Nepal.The Journal of Development and Administrative Studies (JODAS) Vol. 24 (1-2), pp. 1-16
 
Publisher Centre for Economic Development and Administration (CEDA)
 
Contributor —
 
Date 2018-04-23
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
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Format application/pdf
 
Identifier https://www.nepjol.info/index.php/JODAS/article/view/19663
10.3126/jodas.v24i1-2.19663
 
Source Journal of Development and Administrative Studies; Vol 24, No 1-2 (2016); 1-16
2091-0339
 
Language eng
 
Relation https://www.nepjol.info/index.php/JODAS/article/view/19663/16099
 
Coverage Nepal
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Rights Copyright (c) 2016 CEDA/TU