Impact of Service Quality dimension of Commercial Banks on Customer in Nepal

Authors

  • Ranu Maiya Shrestha Nepal Commerce Campus, T.U., Kathmandu, Nepal

DOI:

https://doi.org/10.3126/pravaha.v26i1.41871

Keywords:

service quality, customer satisfaction, banks

Abstract

Commercial bank service quality dimensions and customer satisfaction are related with each other. Customer satisfaction play significant role for the success of bank. A structured questionnaire with 5 point Likert scale has been used to collect the data by conducting field survey. The sample size is 144 and chosen on a convenient basis. Data has been analyzed by using statistical tools like mean and Correlation Coefficient. The result revealed that service quality dimensions like such as tangibility, reliability, assurance, empathy, and responsiveness have significantly and positively correlated on customer satisfaction of commercial bank in Nepal.

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Published

2020-06-01

How to Cite

Shrestha, R. M. (2020). Impact of Service Quality dimension of Commercial Banks on Customer in Nepal. Pravaha, 26(1), 171–176. https://doi.org/10.3126/pravaha.v26i1.41871

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Section

Articles