CUSTOMER SATISFACTION WITH E-SERVICES QUALITY IN NEPALESE COMMERCIAL BANKS

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dc.contributor.advisorAssoc. Prof. Suman Kamal Parajuli
dc.contributor.authorBinita Dhungana
dc.date.accessioned2025-04-17T07:37:27Z
dc.date.available2025-04-17T07:37:27Z
dc.date.issued2024
dc.description.abstracthe 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.
dc.identifier.urihttps://hdl.handle.net/20.500.14540/24788
dc.language.isoen_US
dc.publisherShanker Dev Campus
dc.titleCUSTOMER SATISFACTION WITH E-SERVICES QUALITY IN NEPALESE COMMERCIAL BANKS
dc.typeThesis
local.academic.levelMasters
local.affiliatedinstitute.titleShanker Dev Campus
local.institute.titleFaculty of Management

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