Please use this identifier to cite or link to this item:
https://elibrary.tucl.edu.np/handle/123456789/11527| Title: | SERVICE INNOVATION, SERVICE DELIVERY AND CUSTOMER SATISFACTION IN NEPALESE COMMERCIAL BANKS |
| Other Titles: | CUSTOMER SATISFACTION IN NEPALESE COMMERCIAL BANKS |
| Authors: | SHRESTHA, SMRITI SHREE |
| Keywords: | CUSTOMER SERVICE INNOVATION;CUSTOMER SERVICE DELIVERY |
| Issue Date: | May-2022 |
| Institute Name: | School of Management |
| Level: | Masters |
| Abstract: | 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. |
| Description: | The 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. |
| URI: | https://elibrary.tucl.edu.np/handle/123456789/11527 |
| Appears in Collections: | General Management |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| Smriti Shree Shrestha.pdf | A Graduate Research Report Submitted to in partial fulfillment of the requirements for the degree of MFC | 1.28 MB | Adobe PDF | View/Open |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.