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CLAIM SETTLEMENT SERVICE QUALITY AND CUSTOMERS’ REPURCHASE INTENTION OF INSURANCE POLICIES: A STUDY OF NON-LIFE INSURANCE COMPANIES IN NEPAL
(Shanker Dev Campus, 2024) Raju Adhikari; Asso. Prof. Dr. Kapil Khanal
The rising sophistication of the world economic system in today’s industrial age has increased the importance of insurance in the process of manufacturing and profit-making dealings. The absence of insurance will constantly subject the individual/organization to the fear of a huge financial loss in the event of a tragedy. High growth of the insurance industry contributes immensely to the growth of financial sector of the given economy.
Claim settlement is the monetary compensation that is paid to the policyholder in the event of a loss. Insurers have been criticized for their cloudiness and twisted marketing methods for the fact that they would do anything possible not to pay claims. If a firm does not effectively handle its claims service, it can tarnish its image hence affect the sales and marketing of its insurance products. The aim of this research is, thus, to investigate the link between claim settlement service quality and customers repurchase intention of insurance products and services along with finding the ways through which service firms can improve and manage the process of delivering quality standards to their customers.
The paper has employed both descriptive and causal research design for study purpose. Convenience sampling procedure was applied to select the required sample size from the targeted study population. 400 responses were collected from the target customers of selected non-life insurance companies operating in the country for the study. The source of data used for the purpose of this study was basically primary data that were collected by the means of questionnaire survey instrument structured into two sections. Both descriptive as well as inferential analysis has been conducted on the data collected with the help of SPSS software and finally the hypotheses have been tested to generate all the major findings of the study. The overall findings offer strong empirical support for the intuitive notion that improving service quality can increase favorable behavioral intentions and decrease unfavorable intentions.
IMPACT OF CORPORATE CULTURE ON ORGANIZATIONAL PERFORMANCE IN NEPALESE COMMERCIAL BANK A
(Shanker Dev Campus, 2024) Susmita Regmi; Asst. Prof. Durga Datt Pathak
The objectives of study is to analyze the effect factors of corporate culture on organizational performance (measured by financial performance and service performance) in Nepalese commercial bank. This study used both descriptive and causal comparative research design to test the proposed hypothesis. The purposive sampling methods was used to collect the data from banking employees of three sample as Himalayan bank, Kumari bank and Agriculture bank limited. The self-administrated survey data was used to collect the opinion from banking employees and analyzed by Descriptive, correlation and regression analysis statistical tools. The result found that there are positive and significant relationship between adhocracy, clan, hierarchy and market with financial performance. More over adhocracy, clan, hierarchy and market are significant to the service performance. However adhocracy, clan and hierarchy have positive & significant effect on financial performance. The market culture has insignificant to the financial performance. In conclusion the impact of adhocracy, clan and hierarchy are significant to the financial performance and adhocracy, hierarchy and market culture have significant relationship to the service performance. The implication of this result will understanding the impact of corporate culture can help banks manage organizational change more effectively, ensuring smoother transitions during mergers, acquisitions, and other significant changes.
EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION OF COMMERCIAL BANK
(Shanker Dev Campus, 2024) Srijana Tharu; Dr. Binita Manandhar
Customer satisfaction refers to the emotional response to experiences related to product and service quality, efficiency, environment, and service provider behavior in comparison with requirements. Service quality is a crucial instrument for success in the service industry sector, such as banking. Quality is so essential that it plays a key role in our daily lives and is viewed as a strategic asset for organizations. Measuring service quality is crucial for building and improving service businesses. The specific objectives of the study were to assess the effects of service quality on customer satisfaction, to examine the relationship between service quality and customer satisfaction, and to analyze the impacts of tangibility, reliability, responsiveness, assurance, and empathy, on customer satisfaction of Bardiya district‟s commercial banks in Nepal. The study included 400 respondents from various professions. The study was conducted using 28-item questionnaires. A survey was conducted utilizing convenience sampling, and the sample was from Bardiya district in Nepal. This study utilized descriptive statistics and a correlational research designs. In this study, data collected through questionnaires from 400 respondents has been analyzed using a five-point Likert scale. The primary data was analyzed through correlation and regression methods using SPSS software to analyze the effect of service quality dimensions on customer satisfaction. The results indicated a positive correlation between all five service quality dimensions (tangibility, reliability, responsiveness, assurance, and empathy) and customer satisfaction, suggesting that improvements in these dimensions are likely to enhance customer satisfaction. Regression analysis further revealed that tangibility, reliability, assurance, and empathy significantly and positively influence customer satisfaction in the commercial banking sector of Bardiya district in Nepal, while responsiveness did not have a significant effect.