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| Main Authors: | , , , , |
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| Format: | Recurso digital |
| Sprog: | |
| Udgivet: |
Zenodo
2023
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| Online adgang: | https://doi.org/10.5281/zenodo.15929583 |
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Indholdsfortegnelse:
- <p>Mobile banking has achieved a great importance in Nepal's banking sector. Though majority<br>of Nepalese banks have recognized the importance of understanding customer psychology<br>and are highly conscious of it. some banks often struggle to keep pace with customer expectations.<br>This paper specifically targets commercial bank customers and aims to uncover their<br>differential perceptions. The study aims to identify the most influential factors that affect<br>customer satisfaction and retention in mobile banking and determine their relative impact.<br>The Exploratory research design was adopted as the main research paradigm to discover the<br>reality. The data was evaluated quantitatively by using both descriptive and inferential<br>statistics. Convenience sampling has used data collection and Structural Equation Modeling<br>(SEM) was used to analyze the relationships from 403 responses. The research findings<br>indicated that security, responsiveness, and convenience have a significant impact on<br>customer satisfaction, while cost and relative advantage have a negligible impact. However,<br>although customer satisfaction and loyalty are strongly related, these factors are not directly<br>related to loyalty. This finding holds theoretical relevance for the Service Quality Theory.<br>The scope and depth of this study is limited to banking customers of Kathmandu Valley.<br>Further studies should include other variables to better understand the underlying<br>relationship between customer satisfaction. Implication includes researchers, banking<br>authority and policy makers who focus on enhancing mobile banking services. Mobile<br>banking is an essential aspect that demands greater priority. Significant enhancements must<br>be made to strengthen security measures, ensure stable service and support, and establish a<br>fairly structured cost system to ensure better modern banking and financial systems.</p>