Effects of Service Quality on Customer Satisfaction in Nepalese Commercial Banks

Authors

  • Achyut Gnawali Central Department of Management, T.U.,Kirtipur

DOI:

https://doi.org/10.3126/jodas.v24i1-2.19663

Keywords:

Service quality, Customer satisfaction, Regression analysis, Financial performance

Abstract

 Service Quality and customer satisfaction have long been recognized as playing a crucial role for success and survival in today's competitive market. This study has tried to discover the impact of service quality on customer satisfaction in Nepalese commercial bank. A structured questionnaire with 5 point Likert scale has been used to collect the data by conducting survey. The sample size is 392 and is chosen on a convenient basis. Data has been analyzed by using SPSS software (version: 22).Both primary and secondary sources of data are collected and used. Result of the study shows that tangibility, reliability, responsiveness, assurance and empathy significantly and positively influence customer attitudes in terms of satisfaction, i.e. service quality dimensions are crucial for customer satisfaction in public, private and joint venture commercial banking sector in Nepal.

The Journal of Development and Administrative Studies (JODAS)

Vol. 24 (1-2), pp. 1-16

Downloads

Download data is not yet available.
Abstract
1667
PDF
1208

Author Biography

Achyut Gnawali, Central Department of Management, T.U.,Kirtipur

Associate Professor

Downloads

Published

2018-04-23

How to Cite

Gnawali, A. (2018). Effects of Service Quality on Customer Satisfaction in Nepalese Commercial Banks. Journal of Development and Administrative Studies, 24(1-2), 1–16. https://doi.org/10.3126/jodas.v24i1-2.19663

Issue

Vol. 24 No. 1-2 (2016)

Section

Articles

License

The copyright of the accepted articles is reserved by the Centre for Economic Development and Administration (CEDA), Tribhuvan University (TU).  No part of the article published in this journal should be reproduced except provided by the law currently in force without the written consent of the centre.