FACTORS AFFECTING CUSTOMER RETENTION IN NEPALESE COMMERCIAL BANKS
| dc.contributor.advisor | Asso. Prof. Dr. Kapil Khanal | |
| dc.contributor.author | Bina Singh | |
| dc.date.accessioned | 2025-04-22T10:26:01Z | |
| dc.date.available | 2025-04-22T10:26:01Z | |
| dc.date.issued | 2024 | |
| dc.description.abstract | The study explores the factors influencing customer retention in Nepalese commercial banks, focusing on perceived service value, employee behavior, complaint handling, customer convenience, switching barriers, and customer satisfaction. Correlation analysis reveals significant positive relationship between customer retention and factors like perceived service value (r = 0.522), employee behavior (r = 0.495), complaint handling (r = 0.492), customer convenience (r = 0.587), and customer satisfaction (r = 0.793). However, no significant relationship is found between switching barriers and customer retention (r = 0.036, p = 0.660). The regression analysis, with an adjusted R-squared value of 0.653, indicates that 65.3% of the variation in customer retention is explained by the independent variables, while 34.7% is attributed to other factors like marketing, pricing, and customer interactions. ANOVA confirms the model's appropriateness, and behavior of employees (p = 0.018) and customer satisfaction (p = 0.000) emerge as the most significant predictors of customer retention. The findings underscore the critical role of service quality, employee engagement, and customer satisfaction in fostering customer loyalty in Nepalese commercial banks. | |
| dc.identifier.uri | https://hdl.handle.net/20.500.14540/24864 | |
| dc.language.iso | en_US | |
| dc.publisher | Shanker Dev Campus | |
| dc.title | FACTORS AFFECTING CUSTOMER RETENTION IN NEPALESE COMMERCIAL BANKS | |
| dc.type | Thesis | |
| local.academic.level | Masters | |
| local.affiliatedinstitute.title | Shanker Dev Campus | |
| local.institute.title | Faculty of Management |