Measuring the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty in the Banking Sector of Nepal
Chhemanand Joshi
Abstract:This study aims to examine the mediating effect of customer satisfaction in the relationship between service quality and customer loyalty in the banking sector of Nepal. Tangibility was taken as hard aspect and two dimensions; responsiveness and assurance were taken as soft aspects of service quality to measure customer satisfaction and loyalty. 384 customers of three commercial banks operating in Kailali district i.e. Rastriya Banijya Bank, Nabil Bank and Global IME bank were surveyed using structured five-po… Show more
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