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Customer loyalty in the retail banking market of nepal ( A case study of retail baking market of Narayangadh city )
(2013) Adhikari, Prekshya; Nira Shrestha
Customer loyalty is truly an amorphous concept for many bankers. Most banking strive customer loyalty, and considerable efforts are paid to maintain a loyal customer base. As competition is getting much higher, the importance of customer loyalty and challenge in keeping customers loyalty has increased. It is widely argued that lasting customer relationship is beneficial for the banking sector. The cost of recruiting new customer are said to be higher than cost of retaining old customers. It is found a positive relationship between customer loyalty and the organization’s profitability. Moreover, customer loyalty provides pricing power in the marketplace and better protection from competitive threats. Loyal customer provides a platform for stronger, deeper relationships with customers. Customers that are loyal will return more often, giving higher sales because when customers are loyal to business, business benefits from that customer for very long and that customer will always buy from your business wherever and whenever possible. If your business satisfies loyal customers every time, then hopefully many will become customers for life. This is the effective form of marketing, where your satisfied customers speak to their friends and family, effectively selling your business to them. So, loyal customers will be much more likely to tell their friends about your business/banking. In today’s competitive market, banks and finance companies are emerging very fast in Nepal. The tough competition has been faced by the banks for attracting new customer and retaining old. In this case, maintaining customer loyalty and building customer loyalty program is useful for the bankers. So, the study of customer loyalty would be useful in this situation. This research has been carried out to find out the customer loyalty. In this context, retail banking has been selected. Retail banking is, however, quite broad in nature. It refers to the dealing of banks with individual customers. In other words, Retail banking refers to the mobilization of deposits by the bank mainly from individuals and lending to small business and in retail loan markets. Retail banking is a relationship business; the institution needs to accept that relationship in two-way street and that a customer will maintain a relationship only if there is value in doing so. Retail banking requires a moderate level of customer relation. In retail banking, each product to be offered to customer needs to be well defined, easily serviceable and profitable so as to build the customer loyalty.The main objective of the study is to find out the level of customer loyalty. It also deals with factors influencing customer loyalty i.e. customer satisfaction, service quality and switching cost. The research also studied the factor affecting level of customer satisfaction, quality factors and factors that made to switch the bank and not to switch the bank. The study has only focused to various banks of Narayangadh city. The data was collected mainly though questionnaire survey. For the purpose, a structured questionnaire has been designed to collect the required information. These questionnaires were surveyed to the holder of retail loan of the banks. In order to get the information, regarding customer loyalty, the survey was conducted to 80 respondents who were from diverse age group, profession, and different income levels. Secondary sources are also used to analyze the data. The secondary sources include previous research articles, books, publications, previous thesis, various websites etc. The collected data were coded and entered into a statistical software package, SPSS. With the help of SPSS version 10.00 software, the available data were analyzed. The study has shown that the respondents of Narayangadh area are satisfied with the bank and live up to their general expectation. The study has also stated that most of respondents are associated with LBL followed by HBL and NBL. As the Lumbini bank has its head office in Narayangadh and started its operation earlier, LBL has covered most of the market in Narayangadh. The study has shown that majority of respondents do not have willingness to change the bank and have no willingness to recommend their bank to other. It means they have positive impact on word of mouth.The findings also show that good interest rate and consumer complaint handling are rated most important factor for determining the level of customer satisfaction about retail banking. It is also found in the study that interest rate and easy loan processing are the important quality factor to choose the bank for retail banking. The study also shows that the respondents changed the bank because of loan processing and interest rate. It is also found that loan processing and interest rate are main factors to switch the bank. On other side, risk in choosing another bank might turn out not to satisfy as the main factor which made not to switch the bank. Finally, the study depicts the customer loyalty regarding retail banking market. In the context of emerging customer loyalty, this study gives some relevant information to other researchers and banks.
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Socio economic condition of Child labor ; A sociological study on magic and Bikram Tempo helpers in Hetauda, Makawanpur district
(2012) Pradhan, Raju Kumar; Rameshor Baral
This study was conducted on the Health and Education of Child Labor: A Sociological Study on Magic and Bikram Tempo Helpers in Hetauda, Makawanpur District. The child is made good or bad by the society and not by birth. Magic and Bikram tempo is the prevalent means of local transportation in urban areas of Nepal especially in Hetauda. the main focus of the study is about the socio-economic condition of the child helper in Magic and Bikram tempo of Hetauda city. The general objectives are to analyze socio-economic, educational and health condition of child laborer working in Magics and Bikram Tempos in Hetauda City. The specific objectives of this studies are: a) to identify educational condition as well as socio-economic condition of child labours b) to examine the health condition of child laborer and its socio-economic impact. This research study is focused on accumulating the facts of socio-economic status of child labour. This study is based on both exploratory cum descriptive research design. The unit of the study in this research is the child labour employees of Magic and Bikram tempo helper. Information related to child workers has been collected from all the Magic and Bikram tempo workers of the selected area like Ratomate, Phurkechaur, Manahari, Chunia and Bhimphedi. It is found that about 180 Magic and Bikram tempo are recorded in running till last March 2011 on the record of transportation office. Among many, only 75 children working as a helper in Magic and Bikram tempo under the age of 18 were taken as sample for this dissertation. From the filed study, it is found that 16 percent of the respondents were born in city and 84 percent of them born the village out of which 57.3 percent were of 14-16 years and 42.7 percent were of 16-18 years. Some 44 percent were from the Brahmins and Kshetri, 42.7 percent from Tamang, Magar, Gurung, Lama, Rai, Sherpa and Limbu, 10.7 percent from Newar and some 2.6 percent were Kami, and Damai caste group. It was found that 24 percent of the respondents have only father, 12 percent of them have only mother, 56 percent of them have both father and mother. From the survey it was also found that more children 36 percent of the respondents do not go home, 18 percent of them go home occasionally, 13.3 percent of them go once a year, 9.3 percent of them go half yearly, 6.7 percent of them go home by monthly, 2.7 percent of them go home half monthly, 2.7 percent of them go home weekly and 5.3 percent of them go home daily. Among 75 children, 12 percent of the respondents had come with parents to the Hetauda, 36 percent came with relatives, 6.7 percent came with friends, 2.7 percent came with master and driver, 40 percent of the respondents came by running from home and 2.7 percent of them were found from Hetauda. Majority of the respondents had come thinking that they would have better life in city, 14.7 percent of them came due to heavy work at home, 14.7 percent left home due to poverty, 9.33 percent of them left home due to guardian/parents maltreatment, 8 percent of them came due to failure in exam, 9.3 percent of them came city as they failed in exam and 2.7 percent of them were from Hetauda. The condition of education is extremely unsatisfactory among the Magic and Bikram tempo helper. Only 42.7% were found literate means can read and write and 57.3 percent were found illiterate means unable to read and write. Out of literate respondents, 37.5 percent of the respondents were found attaining up to class 3, 56.2 percent were found in between class 4 to class 7 and only 6.2 percent of them were found attaining above class 7. Out of illiterate respondents 43.7 percent could not continue their study due to family poverty, 25 percent due to workload, 15.6 percent due to lack of interest, 15.6 percent due to lack of interest and 15.6 percent due to failure in exam in different classes. 48 percent of the respondents were found interested in further education and 52 percent were found not interested in farther education. The reasons for not having interest in further study are different. Among them, 33.3 percent have no interest to study, 17.9 percent respondents were found very poor & to support their family they must work, 23.1 percent were found their age over to study in small grade, 15.4 percent of them told that there were not fixed job after further education and 10.3 percent of them were found without any reasons, they do not want to continue their further education. Problem of child labor is not new for our country but the problem of child labor in Magic and Bikram Tempo as helper is new because child labor in Magic and Bikram Tempo were seen in Hetauda just about ten years ago. Child labor is a widespread phenomenon in Nepal. Accurate information is lacking, but scattered information and estimates of different studys indicates that the incidence of child labor has been rising, mainly on account of migration from rural areas on the basis of findings, it was found that majority of the respondents migrated from village and only few are from city. Some of child labors had came in Hetauda in search of better life and some of other came due to heavy workload at home and rest came due to poverty, maltreatment at home. It is found that majority of child labor are working in an extremely miserable and critical situation in terms of health, education, nutrition, economic status and which ultimately hinder their physical, mental and psychological development in future.
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