A Journey Through Unveiled: Customer Satisfaction with Service Quality in Nepali Commercial Bank

Abstract

The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Nepal, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The method of study validity and reliability testing of questionnaire using a classical survey by authors. The questionnaire has been personally administered on a sample size of many bank customers in Mirchaiya bazar, Siraha, Nepal. This paper makes a useful contribution as there are only a few studies dealing with the assessment of service quality in banking sector of Nepal. The finding based on different independent variables (service quality, customer loyality, and security) showed that all these variables influenced consumers satisfaction in Nepal banking sector.