Service Quality Perceptions and Customer Satisfaction in Nepalese Banking Sector

Keshav Raj Bhatta ., Bhanu Pratap Durgapal .


The purpose of the present study is to find out bank customers’ perception about service quality and customer satisfaction and also to investigate the association and relationship between service quality and customer satisfaction. Samples of 300 customers from six banks located in Kathmandu were included in the analyses. Service quality was measured using SERVPERF approach. The questionnaire included 27 questions relating to the five dimensions of service quality viz. reliability, assurance, tangibility, empathy and responsiveness. Customer satisfaction was measured using a single item scale. A strong correlation was found between service quality dimensions and customer satisfaction. Regression analysis revealed reliability, tangibility, empathy and responsiveness as statistically significant predictors of customer satisfaction.


bank customers’ perception, service quality, customer satisfaction

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