Customer's Satisfaction Towards Service Delivery System of Nepal Bank Limited (A Case Study Of Birendranagar Branch, Surkhet, Nepal)

Abstract

Customer's Satisfaction towards Service Delivery System of Nepal Bank Limited (A Case Study of Birendranagar Branch, Surkhet) is a representative vision of the reality. Main thrust of the present study is to analyze the deposit services of Nepal Bank Limited, Birendranagar Branch and the customer's satisfaction towards the deposit services, to find out the loans services of Nepal Bank Limited, Birendranagar Branch and the customer's satisfaction towards the loan services, to analyze the safe deposit vault services of Nepal Bank Limited, Birendranagar Branch and the customer's satisfaction towards the safe deposit vault services and to evaluate the e-banking services of Nepal Bank Limited, Birendranagar Branch and the customer's satisfaction towards the e-banking services. Present research has based on the descriptive and analysis research design. The quantitative data as well as primary data has used in this research. The population for this study is all the account holders of the bank, 80 respondents have chosen using accidental sampling method where researchers interview respondents as and when they meet them. Questionnaire is the main tools of data collection. It is concluded that some of the respondents had faced problems in opening bank accounts in NBL Birendranagar Branch. Some of the respondents were satisfied with the opening of deposit accounts and the interest rates in deposit accounts of NBL Birendranagar Branch. Some of the respondents had taken overdraft loans and some of the respondents had taken installment base loan from the bank. Some of the respondents were satisfied with the processing and processing charges of the loans and advances of the bank. Most of the respondents were satisfied with the interest rates on loans and advances. Some of the respondents said that safe deposit vault service of NBL is very safe. Most of the respondents were satisfied with the security of safe deposit vault services of NBL Birendranagar Branch. The respondents used ATM, smart banking and other e-banking services. Some of the respondents were satisfied with the service and renew charge of e-banking services. Similarly, some of the respondents were satisfied with the promptness of e-banking services of NBL Birendranagar Branch. Some of the respondents had also taken ASBA services of NBL. The respondents who were involved in banking transaction with NBL Birendranagar Branch were satisfied with the overall services provided by the bank. The respondents were satisfied with the deposit, loans and advances, safe deposit vault, e-banking and ASBA services of NBL Birendranagar Branch.