Digital banking strategy and customer satisfaction in Nepal

Abstract

With an emphasis on the following important aspects of experience excellent: concreteness, security, accessibility, compassion, and dependability, this study investigates the connection among st online financial practices and client fulfillment in Nepal. The study examines how these elements affect client retention in the backdrop of internet banking employing initial information gathered from 400 management and financial services staff members spanning 17 developmental bank locations in the Kathmandu Valley. According to correlation research, client fulfillment is favorably correlated with all aspects of service excellence, with guarantee (r = 0.662, p < 0.01) and dependability (r = 0.775, p < 0.01) demonstrating especially high associations. The conclusions of the correlational study show that while security (β = -0.039, p = 0.189) was not an important predictor of client happiness, availability (β = 0.089, p = 0.014), empathy (β = 0.102, p = 0.012), tangibleness (β = 0.517, p < 0.001), and predictability (β = 0.276, p < 0.001) all substantially influence it. Among st these, clients' opinions about online financial products were most influenced by accessibility and dependability. According to the outcomes, institutions in Nepal may improve client retention by emphasizing the concrete features of the internet, guaranteeing regular service dependability, and continuing to engage with clients in a reactive and sympathetic manner. This research advances knowledge on how to utilize electronic payment tactics to enhance client service in developing finance economies