Determinants of Customer Satisfaction of Public Banks in Nepal
Rajeswor Neupane, Associate Professor, Tribhuvan University, Nepal Commerce Campus, Kathmandu, Nepal.
Manuscript received on June 15, 2019. | Revised Manuscript received on June 25, 2019. | Manuscript published on July 15, 2019. | PP: 1-5 | Volume-3 Issue-11, July 2019. | Retrieval Number: K02960731119/2019©BEIESP | DOI: 10.35940/ijmh.K0296.0731119
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© The Authors. Published By: Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: The study aims to analyze the factors influencing customer satisfaction in public bank of Nepal. The customers of public banks in Nepal are the population of this study. The 150 respondents have been as sample and analytical research design has been adopted in the study. The statistical tools such as mean, correlation and regression analysis have been used to analyze the data using SPSS – 20 version software. The research paper concluded that banks should focus more on increasing tangibles, responsiveness and assurance. The demographic variables age, gender, income level and education level do not have significant differences among the responses of participants.
Keywords: Responsiveness, Assurance, Tangibles, Reliability, Empathy, Satisfaction