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Service Quality Perceptions and Customer Satisfaction in Nepalese Banking Sector

Author

Listed:
  • Keshav Raj Bhatta

    (Associate Professor, Department of Commerce, Kailali Multi Campus, Dhangaidi, Tribhuvan University, Nepal.)

  • Bhanu Pratap Durgapal

    (Faculty Member, Department of Commerce and Management Studies, SSJ Campus, Almora, Kumaun University, India.)

Abstract

The purpose of the present study is to find out bank customers’ perception about service quality and customer satisfaction and also to investigate the association and relationship between service quality and customer satisfaction. Samples of 300 customers from six banks located in Kathmandu were included in the analyses. Service quality was measured using SERVPERF approach. The questionnaire included 27 questions relating to the five dimensions of service quality viz. reliability, assurance, tangibility, empathy and responsiveness. Customer satisfaction was measured using a single item scale. A strong correlation was found between service quality dimensions and customer satisfaction. Regression analysis revealed reliability, tangibility, empathy and responsiveness as statistically significant predictors of customer satisfaction.

Suggested Citation

  • Keshav Raj Bhatta & Bhanu Pratap Durgapal, 2016. "Service Quality Perceptions and Customer Satisfaction in Nepalese Banking Sector," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 7(1), pages 17-23, January.
    • Handle: RePEc:aii:ijcmss:v:07:y:2016:i:1:p:17-23
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    References listed on IDEAS

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    1. Claes Fornell, 1995. "The Quality of Economic Output: Empirical Generalizations About Its Distribution and Relationship to Market Share," Marketing Science, INFORMS, vol. 14(3_supplem), pages 203-211.
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