CUSTOMER SATISFACTION WITH E-SERVICES QUALITY IN NEPALESE COMMERCIAL BANKS
Date
2024
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Shanker Dev Campus
Abstract
he study titled “Customer Satisfaction with E-Services Quality in Nepalese Commercial
Banks” aims to analyze the impact of mobile banking service quality on customer
satisfaction. Utilizing a descriptive and causal-comparative research design, the study
examines the relationship between five independent variables (tangibility, reliability,
responsiveness, assurance, and empathy) and the dependent variable (customer
satisfaction). A sample of 415 mobile banking users was surveyed using a structured
questionnaire distributed both electronically and in-person. Descriptive and inferential
statistical tools, including Cronbach's alpha, were employed to analyze the data using
SPSS and MS-Excel. The findings reveal that tangibility, responsiveness, and assurance
positively influence customer satisfaction, while reliability has a negative effect, and
empathy does not significantly impact satisfaction.