QR CODES AND CUSTOMER SATISFACTION OF COMMERCIAL BANK
Date
2024
Authors
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Journal ISSN
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Publisher
Shanker Dev Campus
Abstract
This study investigates how QR code banking influences customer satisfaction within
Nepalese commercial banks. Findings reveal a moderate negative correlation between
QR code banking satisfaction and Internet banking satisfaction, suggesting a trade-off
between these services. While QR code banking does not significantly affect mobile
banking satisfaction, higher QR satisfaction correlates with slightly elevated overall
customer satisfaction. The study underscores the importance of strategic
improvements in QR code banking to enhance customer satisfaction across Nepalese
banks. This research examines the influence of Internet banking on customer
satisfaction in Nepalese commercial banks. Results indicate a strong positive
correlation between satisfaction in Internet banking and mobile banking services,
indicating mutual satisfaction among users. However, there is a negative correlation
between Internet banking satisfaction and QR code services, pointing to potential
speed-related issues. The findings suggest opportunities for Nepalese banks to
strategically enhance Internet banking services to improve overall customer
satisfaction levels. This study evaluates the impact of mobile banking on customer
satisfaction within Nepalese commercial banks. Analysis shows that while mobile
banking has a moderate effect on overall customer satisfaction, its influence on QR
code banking satisfaction is minimal. Higher satisfaction with mobile banking weakly
correlates with increased overall customer satisfaction. These insights suggest
avenues for Nepalese banks to focus on optimizing mobile banking services to further
enhance customer satisfaction and overall service quality