| _version_ | 1866901645099532288 |
|---|---|
| author | Thakuri, Narendra Dhakal, Ajaya Danuwar, Ranjana Kumari Baral, Deep Kumar Koirala, Amita |
| author_facet | Thakuri, Narendra Dhakal, Ajaya Danuwar, Ranjana Kumari Baral, Deep Kumar Koirala, Amita |
| contents | <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> |
| format | Recurso digital |
| id | zenodo_https___doi_org_10_5281_zenodo_15929583 |
| institution | Zenodo |
| language | |
| publishDate | 2023 |
| publisher | Zenodo |
| record_format | zenodo |
| spellingShingle | Factor Affecting Customer Satisfaction of Mobile Banking Services of Commercial Bank in Kathmandu Valley Thakuri, Narendra Dhakal, Ajaya Danuwar, Ranjana Kumari Baral, Deep Kumar Koirala, Amita <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> |
| title | Factor Affecting Customer Satisfaction of Mobile Banking Services of Commercial Bank in Kathmandu Valley |
| url | https://doi.org/10.5281/zenodo.15929583 |