1.
Customer satisfaction in Nepalese Banking Industry
In Partial Fulfillment of the Requirements for the Degree of Bachelor of
Business Administration-Finance (BBA-F)
Submitted By: Supervisor
Dipak Mahato Achyut Raj bhattrai
Shanker Dev Campus
Roll No. 169/18
Reg. No. 7-2-39-1812-2018

2.
Contents
• Research Questions
• Research Objectives
• Research Methodology
• Findings
• Conclusion
• Final Impression

3.
Research Question
• What are the factors that can lead to customers toward satisfaction?
• What types of product/services are expected by customer in future through
Nepalese bank?
• What are the most satisfactory factors that are provided by Nepalese
commercial bank to its customers?
• How can Nepalese commercial bank provide better customer satisfaction?
• What is the current level of satisfaction of customers at Nepalese
commercial bank?

4.
Objectives
● To find out the relationship between ‘organizational culture’ and customer
satisfaction in Nepalese banking industry.
● To investigate the relationship between service charge and customer
satisfaction in Nepalese banking industry.

5.
Research Methodology
• Research Design: Descriptive and causal Comparative design were used in
the study
• Data sources: Primary source of data were collected for the study
• Population : Total number of Customer of Various Nepalese Bank
• Sample size : 100
• Method of Data collection : Questionnaire distributed among people
through Google forms.
• Data Analysis : (SPSS software for table and figures, Correlation Analysis
for dependent and independent variables)

6.
Findings
• As per the survey responses, among the 100 respondents, majority of
respondents were female (47 percent) and the rest were male (53percent)
• Positive but not significant relationship Between Tangibility and Customer
satisfaction
• Positive and significant relationship between trustworthy and customer
satisfaction

7.
Conclusion
• Higher the service quality helps to increase the customer
satisfaction
• there is need to pay more attention to increase customer
satisfaction.
• Nepalese banking industry can improve their customer
satisfaction by keeping regular attention on inspiring trust and
confidence in employee while delivering services.

8.
Final Impression
• Good opportunity to know the Factors to satisfy customers .
• Quite difficult to gather information but had good interaction
with customers
• If bank will reduce service charge and other charges and
provide better facilities the customer will satisfy .