Customer satisfaction survey on Online Banking in Nepal

Prepared by:Mrinal Gaurav

e-Banking in Nepal

Presentation Outline

Introduction

Objectives

Methods of Research

Data Collection

Data Analysis

Conclusion

e-Banking in Nepal

Introduction

e-Banking in Nepal

Online Banking ; A Virtual Bank

Anytime ,anywhere banking

Customer Satisfaction can be achieved by

Better Service quality

If perception meets expectation.

Equivalent return on the money invested ; i.e. value for money

e-Banking in Nepal

Objectives

e-Banking in Nepal

To find out whether online banking customers satisfied or not?

What are the important factors responsible for better customer satisfaction?

Learning or guidelines for banks to improve or match their services .

e-Banking in Nepal

Methods of Research

e-Banking in Nepal

Questionnaire based on modified SERVQUAL’s dimensions namely; website features and usability, security, reliability and customer service.

Interviews of two Information Technology experts from two banks.

e-Banking in Nepal

Data Collection

e-Banking in Nepal

200 online banking customers approached in 19 banks in Kathmandu.

156 responded to the questionnaires

78% of response rate

Questionnaires were distributed and collected by agent.

Interviews of two experts from banks

e-Banking in Nepal

Data Analysis

e-Banking in Nepal

67.5 % were male respondents while 32.05 % were female.

55.13 % were graduates

It’s amazing to see 58.33% of the students use online banking.

Majority of the respondents about 76% use internet 1-3 times a month.

73% of the respondents are using online banking for just under two years.

Remittance is the reason ,63% of the respondents use online banking.

98.72% of the respondents prefer English website as compared to Nepali.

57.69% of the users belong to age group between 18-30 years.

The experts in banking stated customer service as a dimension which needs to improve.

e-Banking in Nepal

Conclusion

e-Banking in Nepal

A SERVQUAL score of -0.28 means that the online banking customers in Kathmandu are not satisfied with the online banking services.

The success of online banking and increase in penetration rates largely depend on customer satisfaction .

The respondents from Kathmandu, Nepal are most satisfied with reliability, followed by customer service.

As per the respondents the importance of reliability accounts to 31%.

e-Banking in Nepal

Thank You!!!