Published February 20, 2023
| Version https://www.theijbmt.com/archive/0925/192744711.pdf
Journal article
Open
Customer Service Department and Clients Satisfaction: An Empirical Study of Commercial Bank of Surkhet, Valley
Creators
- 1. ecturer of Central Management Campus, Faculty of Management Mid-Western University, Nepal
Description
The purpose of this article is to examine the effect of customer service departments' employee behavior such as friendliness, helpfulness and respectfulness on customer satisfaction. Data was collected through closed structure paper questionnaire with seven-point Likert scale from twenty-two commercial banks located at Surkhetvalley. Simple random sampling technique was applied to select 202 respondents. IBM SPSS 20 version was used to analyze the data. Regression statistical tool was used to test the hypothesis. The finding of this study is friendliness, helpfulness and respectfulness behavior of employee has positive impact on customer satisfaction.
Files
192744711.pdf
Files
(177.3 kB)
| Name | Size | Download all |
|---|---|---|
|
md5:687bda575abb42fcccc9667b5b80a51f
|
177.3 kB | Preview Download |
Additional details
References
- Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using American customer satisfaction model. International Journal of Academic Research in Business and Social Sciences, 1(3), 232- 258
- Armando, V. (2005). Delivering quality service: All for one. Journal of Quality Assurance in Hospitality & Tourism, 6(2), 25-42
- Dotson, M., & Patton, W. E. (1992). Consumer perceptions of department store service: A lesson for retailers. Journal of Services Marketing, 6(2), 15-28.
- Dubinsky, A. J. (1994). What marketers can learn from the tin man. Journal of Services Marketing, 8(2), 36-45
- Johnston, R. (1997). Identifying the critical determinants of service quality in retail banking. 15 (4), 111-6. International Journal of Bank Marketing, 15(4), 11-16.