SHRESTHA, SMRITI SHREE2022-06-262022-06-262022-05https://hdl.handle.net/20.500.14540/11527The research study is conducted with the general objective to examine the effect of service Innovation and service Delivery in customer satisfaction in the Nepalese Commercial Banks of Kathmandu Valley. The study uses three dimensions of Service Innovation, which includes Service Concept, Service Process and Technology. Furthermore, the mediating role of Service Delivery on the effect of Service Innovation and Customer Satisfaction was studied.The banking services industry has changed a lot over the past few decades. Lately, the banking industry without service Innovation can no longer be trusted and could lose its competitive advantage. The services in the banking sector are similar and the differentiation can only be made through the uniqueness of the service provision to the customers to their satisfaction. Service innovations have been in the market for more than a decade, but the research and experimentation into their concept and perspective is still vague.enCUSTOMER SERVICE INNOVATIONCUSTOMER SERVICE DELIVERYThesis