scholarly journals Customer Satisfaction in Retail Banking Services in Nepal

2019 ◽  
Vol 12 (1) ◽  
pp. 45-58
Author(s):  
Phul Prasad Subedi
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Financial Institutions ◽  
Commercial Banks ◽  
Retail Banking ◽  
Descriptive Statistics ◽  
Banking Services ◽  
Factors Affecting ◽  
Independent Variables ◽  
The Relationship

This research mainly focuses on analysing the factors affecting customer satisfaction in retail banking in Nepal. The study adopts descriptive and explorative research design to deal with the fundamental issues associated with various factors of customers’ satisfaction and retail banking. The study is based on questionnaire survey of 200 customers of 10 different “A” class financial institutions, i.e. commercial banks. Descriptive statistics, correlation coefficient and regression analysis have been applied to estimate the relationship between customer satisfaction as dependent variable and service quality variables as independent variables. The empirical evidences indicate that reliability, responsiveness, assurance and tangibles factors have positive and significant impact on customer satisfaction. It reveals that higher the level of responsiveness, reliability, assurance and tangibility higher would be the customer satisfaction.

scholarly journals Communication and Its Impact on Customer Satisfaction in Hospitality Industry

2019 ◽  
Vol 1 (2) ◽  
pp. 97-104
Author(s):  
Andualem Walelign
Keyword(s):  
Regression Analysis ◽  
Standard Deviation ◽  
Customer Satisfaction ◽  
Hospitality Industry ◽  
Descriptive Statistics ◽  
Current Status ◽  
Independent Variables ◽  
Correlation And Regression Analysis ◽  
The Mean ◽  
The Relationship

The main aim of this study was to assess the influence of communication on customer satisfaction. Descriptive statistics (mean score and standard deviation) were used to examine the customers’ perceptions and current status of customer satisfaction. The least performance was obtained from the mean score of communication dimension. Correlation and regression analysis were used to see the relationship between dependent and independent variables as well as to investigate cause and effect relationships. The key finding showed that there was a positive and significant effect of communication on customer satisfaction.

scholarly journals FACTORS AFFECTING CUSTOMER SATISFACTION AND RECOMMENDATION OF MOBILE BANKING SERVICES IN MOROCCO

2021 ◽  
Vol 6 (3) ◽  
Author(s):  
Samir Boujaddaine ◽  
Ahmed Taqi
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Mobile Banking ◽  
Banking Services ◽  
Factors Affecting ◽  
Satisfaction Index ◽  
Index Model ◽  
American Customer Satisfaction Index ◽  
Indirect Relationship ◽  
The Relationship

This paper is an application of a variation of American Customer Satisfaction index model in the context of Moroccan banking sector. We specifically chose mobile banking and added a variable that is the service recommendation factor, the results of our work have proved that the hypotheses proposed by our model are validated except the relationship between the perceived quality and customer satisfaction and which can be explained by the indirect relationship through the perceived value. JEL: M31, Z33 <p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/edu_01/0852/a.php" alt="Hit counter" /></p>

scholarly journals Determinants of Credit Risk: Evidence From Commercial Banks in Malaysia

2021 ◽  
Vol 16 (1) ◽  
pp. 134-143
Author(s):  
Noor Hafizha Muhamad Yusuf ◽  
Mohamad Shukery Mohamad Shamsudin ◽  
Wan Mohd Yaseer Mohd Abdoh ◽  
Noor Sharida Badri Shah ◽  
Rozihanim Shekh Zain
Keyword(s):  
Credit Risk ◽  
Significant Relationship ◽  
Commercial Banks ◽  
Fe Model ◽  
Panel Regression ◽  
Return On Equity ◽  
Factors Affecting ◽  
Independent Variables ◽  
Interest Income ◽  
The Relationship

The purpose of this study is to determine the relationship between microeconomic factors with credit risk among selected commercial banks in Malaysia. For this purpose, a sample of seven out of 27 commercial banks in Malaysia was selected and the microeconomic factors affecting credit risk with six measurements of return on asset (ROA), bank size, leverage, the ratio of capital, interest income and return on equity (ROE) were examined by applying Panel Regression Fixed Effect (FE) Model for a period 20 years from 1998 to 2017. The scope of the study covers seven selected commercial banks in Malaysia namely: Affin Bank Berhad, Alliance Bank Malaysia Berhad, CIMB Bank Berhad, Hong Leong Bank Berhad, Malayan Banking Berhad, Public Bank Berhad and RHB Bank Berhad. This study is using credit risk proxy by non-performing loan for dependent variable while independent variables that have been selected were returned on asset (ROA), bank size, leverage, the ratio of capital, interest income and return on equity (ROE). The findings of the study managed to reject the null hypothesis for return on asset, bank size, leverage, interest income and return on equity which indicates the five microeconomic variables give a significant relationship with credit risk. There are positive relationships between leverage, interest income and return on equity with credit risk while return on asset, bank size and ratio of capital are negatively related to credit risk. However, the study fails to find any significant relationship between the ratio of capital and credit risk for commercial banks in Malaysia.

scholarly journals Macroeconomics And Bank-Specific Factors Affecting Liquidity: A Study Of Nepali Commercial Banks

2018 ◽  
Vol 2 (1) ◽  
pp. 79-87
Author(s):  
Pushpa Raj Ojha
Keyword(s):  
Regression Analysis ◽  
Standard Deviation ◽  
Commercial Banks ◽  
Significant Relation ◽  
Return On Assets ◽  
Return On Equity ◽  
Factors Affecting ◽  
Specific Factors ◽  
The Relationship ◽  
Bank Specific Factors

This paper aims to examine the form and pattern of liquidity, NPL, return on assets, CAR, return on equity, GDP, inflation and interbank rate in Nepalese commercial banks. The study is intended to analyze the relationship between liquidity and bank specific variables in Nepalese commercial banks. The key findings stated that there is significant relation between numbers of variables that impacts on the liquidity performance of Nepalese commercial banks. The panel data of commercial banks from 2010/11 to 2016/17 has been taken for the purpose of the research. Mean, standard deviation, correlation and multiple regression analysis have been used to diagnose date to meet the specific objectives of research. The results reveal that there is significant influence of ROA, ROE, NPL, GDP and IBR on LIQ.

scholarly journals A Study of the Impact of the e-CRM Perspective on Customer Satisfaction and Customer Loyalty-Exemplified by Bank Sinopac

2012 ◽  
Vol 4 (8) ◽  
pp. 467-476
Author(s):  
Chun-Chu Liu ◽  
Li-min Chuang . ◽  
Chien-Min Huang .
Keyword(s):  
Customer Satisfaction ◽  
Financial Institutions ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Customer Relationship ◽  
Banking Services ◽  
Domestic Banks ◽  
The Impact ◽  
The Relationship

As the Taiwanese government gradually opens up the country’s banking sector in recent years, the number of financial institutions of Taiwan has increased rapidly. Until the end of January 2010, the number of the domestic banks is up to 37, the average number of the customers served in each branch is less than 4,000. As all banks wish to be more competitive in such an environment, new advertising and marketing skills are taken. New banking services and technology are also provided in order to attract more customers. The study aims to discuss the relationship among three aspects including the Electronic Customer Relationship Management, Customer Satisfaction, Customer Loyalty, and we choose Bank Sinopac users as subject. In addition, the following results are concluded by statistics and analysis: 1. Using e-CRM had obvious on the customer satisfaction and customer loyalty. 2. Customer satisfaction had obvious on the customer loyalty.

scholarly journals Analysis of Some Factors Affecting Interest Rate Deposits And Savings At Umu Bank In East Java

2018 ◽  
Vol 1 (1) ◽  
pp. 46-55
Author(s):  
Moch Aditya Hendro P ◽  
Ririt Iriani Sri Setiawati
Keyword(s):  
Regression Analysis ◽  
Interest Rate ◽  
Commercial Banks ◽  
Linear Regression Analysis ◽  
Secondary Data ◽  
Multiple Linear Regression Analysis ◽  
Return On Assets ◽  
Deposit Rate ◽  
Factors Affecting ◽  
Independent Variables

The purpose of this study is to find out how many factors affect the rate of deposits and savings at commercial banks in East Java. This study uses secondary data for 15 years since 2001-2015 by using multiple linear regression analysis to determine the effect simultaneously and partially from Inflation variable, Gross Regional Domestic Product, Total Money Supply, Return On Assets to variable Interest Rate Deposit Rate And Savings as dependent variable. The results showed that simultaneously all the independent variables (X) affect the level of Deposits and savings. Partially variable of GRDP, JUB, ROA have an effect on significantly to deposit and saving interest rate while Inflation variable has no significant effect.

scholarly journals Macroeconomics And Bank-Specific Factors Affecting Liquidity: A Study Of Nepali Commercial Banks

2018 ◽  
Vol 1 (1) ◽  
pp. 79-87
Author(s):  
Pushpa Raj Ojha
Keyword(s):  
Regression Analysis ◽  
Standard Deviation ◽  
Commercial Banks ◽  
Significant Relation ◽  
Return On Assets ◽  
Return On Equity ◽  
Factors Affecting ◽  
Specific Factors ◽  
The Relationship ◽  
Bank Specific Factors

This paper aims to examine the form and pattern of liquidity, NPL, return on assets, CAR, return on equity, GDP, inflation and interbank rate in Nepalese commercial banks. The study is intended to analyze the relationship between liquidity and bank specific variables in Nepalese commercial banks. The key findings stated that there is significant relation between numbers of variables that impacts on the liquidity performance of Nepalese commercial banks. The panel data of commercial banks from 2010/11 to 2016/17 has been taken for the purpose of the research. Mean, standard deviation, correlation and multiple regression analysis have been used to diagnose date to meet the specific objectives of research. The results reveal that there is significant influence of ROA, ROE, NPL, GDP and IBR on LIQ.

scholarly journals Efficiency, Profitability and Stability of Nepalese Commercial Banks

The Batuk ◽  
2021 ◽  
Vol 7 (2) ◽  
pp. 15-36
Author(s):  
Pitri Raj Adhikari
Keyword(s):  
Significant Relationship ◽  
Commercial Banks ◽  
Comparative Research ◽  
Descriptive Statistics ◽  
Bank Efficiency ◽  
Financial Reports ◽  
Independent Variables ◽  
Research Designs ◽  
The Relationship ◽  
Insight Into

Efficiency, profitability and stability become an area of emergent concern in the literature and the practice. This paper attempts to examine the efficiency, profitability and stability of the Nepalese commercial banks and shows the importance of banking activities rather than simply profit achieved. Descriptive and causal-comparative research designs are used and data are collected from the financial reports of respective banks and NRB reports during the period of 2011/12 to 2019/20 of 27 commercial banks with 243 observations. Descriptive statistics have been used to present quantitative data in a manageable form and the relationship between dependent and independent variables are examined using correlation, simple and multiple regression analysis. It is found a negative and significant relationship between bank efficiency and profitability; a positive and significant relationship between bank efficiency and stability. Perhaps, this paper may be the first attempt to examine the determinants of efficiency, profitability and stability of Nepalese commercial banks. It is expected this study will bring new insight into the banking field and would provide a framework and guidelines for future study in Nepalese financial sectors.

scholarly journals Attributes of Internal Audit and Prevention, Detection and Assessment of Fraud in Pakistan

2020 ◽  
Vol 9 (1) ◽  
pp. 33-58
Author(s):  
Naveed Khan ◽  
Abdul Rafay Abdul Rafay ◽  
Amer Shakeel
Keyword(s):  
Regression Analysis ◽  
Staff Training ◽  
Stock Exchange ◽  
Internal Audit ◽  
Descriptive Statistics ◽  
Public Companies ◽  
Independent Variables ◽  
Staff Members ◽  
Proper Training ◽  
The Relationship

With it being considered as avalue-added activity,theInternal Auditfunction (IAF)of a firm is one of the most important functionsin anorganization. During the last decade,the roleof this particular functionhas become very useful,especially in creating awareness regarding the Prevention, Detection and Assessment (PD&A) of fraudulent activities. In many countries, carrying out an Internal Audit isa legal compulsion for public companies, in orderto establish an effective,and efficient IAF.This study aims to explore the relationship between the various attributes of IAF(effectiveness, independence, staff training, qualification and experience),and the PD&A of fraudulent activitiesin Pakistan. For this purpose, the convenientsampling technique,for data collection,is used and the questionnaires are collected fromtherespondents belonging to Pakistan. The questionnaire has been prepared in the form of a Likert scale. Respondents for this study include (1) staff members working in the Internal Audit (IA),finance and accounting departments of the companies listed on the Pakistan Stock Exchange(PSX), and(2) staff members of firms that are engaged in external statutory audit in Pakistan. Descriptive statistics show the details regarding the demographic questions, IAFand PD&A ofthefraudulent activitiesthat take place in the companies. Moreover, in order to get to the effective and relevant results, the regression analysis is performed in order to find out if there exists any relationship between these variables. The results show that all five independent variables positively affect the PD&A of fraudulent activities. However, three of the independent variables (IAE, IAT, and IAQ) are statistically significant,whereas twoof thevariables taken into account (IAI, and IAE) are statistically insignificant. It is recommended thattheIAFshould be more independent,and effectiveso asto attainthe required results. Moreover, firms should also focus on the qualificationsand proper training of the staff that are responsible forexecutingthe IAF.

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

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