IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION

Service quality is one of the major aspects of modern marketing. Customer satisfaction without service quality is almost impossible. Nepalese commercial banks are no exception. Thus, it is praiseworthy to study the impact of service quality on Nepalese commercial banks. NICASIA Bank was selected as a sample bank. NICASIA is one of the popular A-grade commercial banks in Nepal. Customer satisfaction is taken as a dependable variable, and service quality dimensions are taken as independent variables. The study examined the perception of service quality among the customers in Kathmandu Valley and also identified whether the five dimensions of service quality affect customer satisfaction. The study concluded that all five dimensions of service quality are positively correlated to each other and customer satisfaction at the 1 percent significance level.

Autorentext

Dr. Gopal Thapa ist ein angesehener außerordentlicher Professor an der Tribhuvan Universität, Nepal. Er hat einen Doktortitel in Marketing von der Dr. K N Modi University, Jaipur, Indien. Dr. Thapa verfügt über mehr als 25 Jahre Erfahrung auf dem Gebiet der Lehre, Ausbildung, Forschung und Beratung. Sudip Karki ist MBM-Absolvent der Tribhuvan-Universität.