Effect of Service Quality on Customer Satisfaction in Nepalese Banking Industry
Date
2023
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Faculty of Management
Abstract
Service quality is an important tool for success of service industry sector like banks.
Quality is such an important issue that it is considered a really significant concept in
our real life. It is regarded as a strategic organizational weapon. And, the pressing
need of developing service organizations and upgrading their services necessitates
the measuring of service quality. Service quality has a significant impact on a bank’s
success and performance. Service quality is particularly essential in the banking
services context because it provides a high level of customer satisfaction, and hence it
becomes a key to competitive advantage. The studies devoted to customer satisfaction
and service quality, service quality is of greater significance for customers’
satisfaction. Hence, this study focuses on examining customer satisfaction towards
service quality of Nepalese commercial banks. It was conducted to know the effects of
service quality on customer satisfaction in Nepalese banking sector. This study was
based on descriptive and causal comparative research designs. To analyze the impact
on customer satisfaction from service quality dimensions, primary data were used and
tested with correlation and regression analysis. For this Five-point Likert scale
technique were used for the sample survey. A total of 400 samples were taken. From
the correlation and regression analysis it was found that independent variables
namely tangibility, reliability, assurance and empathy had positive significant
relationship to the customer’s satisfaction in Nepalese banking sector. However,
responsiveness does not have significant effect on customer satisfaction.
Key Words Customer Satisfaction, Tangibility, Responsiveness, Reliability,
Assurance, Empathy
Description
Keywords
Customer satisfaction, Tangibility, Responsiveness, Reliability, Assurance, Empathy