WHAT DETERMINES CUSTOMERS’ PERCEPTION OF BANKING COMMUNICATION? AN EMPIRICAL EVIDENCE FROM COMMERCIAL BANKS OF NEPAL

IF 16.4 1区化学 Q1 CHEMISTRY, MULTIDISCIPLINARY

Accounts of Chemical Research Pub Date : 2020-11-05 DOI:10.1142/s2194565920500190

U. R. Paudel, S. Parajuli, Niranjan Devkota, S. Mahapatra

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引用次数: 19

Abstract

This paper provides insight on how banking officials communicate with customers and how effective their techniques and tools are for development of banks. With the help of structured questionnaire technique, 373 customers having accounts in commercial banks in Nepal were interviewed in the month of April–September, 2019. Dummy based awareness index and Ordered Logit Regression Model were performed to understand customers’ perception on banking communication in Nepal. The Awareness Index shows that banking customers are moderately aware about banking communication while the Ordered Logit reveals that providing time to address customers’ problem and DEMAT facility were found to have significant relationship with banking communication awareness level. This study therefore indicates providing time to address customer’s problem and using DEMAT facilities experiences increases awareness in banking communication. This study contributes to the banking sector communication by transforming communication barriers for customers’ satisfaction.

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是什么决定了客户对银行沟通的看法?来自尼泊尔商业银行的经验证据

本文提供了银行官员如何与客户沟通以及他们的技术和工具对银行发展的有效性的见解。利用结构化问卷调查技术，于2019年4月至9月对373名在尼泊尔商业银行开户的客户进行了访谈。基于虚拟的意识指数和有序Logit回归模型来了解客户对尼泊尔银行沟通的看法。意识指数显示，银行客户对银行沟通有中等程度的意识，而有序Logit显示，提供时间来解决客户的问题和DEMAT设施与银行沟通意识水平有显著关系。因此，这项研究表明，提供时间来解决客户的问题，并使用DEMAT设施的经验，提高了银行沟通的意识。本研究通过改变沟通障碍，提升客户满意度，对银行业沟通有一定的帮助。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Accounts of Chemical Research 化学-化学综合

CiteScore

31.40

自引率

1.10%

发文量

312

审稿时长

2 months

期刊介绍： Accounts of Chemical Research presents short, concise and critical articles offering easy-to-read overviews of basic research and applications in all areas of chemistry and biochemistry. These short reviews focus on research from the author’s own laboratory and are designed to teach the reader about a research project. In addition, Accounts of Chemical Research publishes commentaries that give an informed opinion on a current research problem. Special Issues online are devoted to a single topic of unusual activity and significance. Accounts of Chemical Research replaces the traditional article abstract with an article "Conspectus." These entries synopsize the research affording the reader a closer look at the content and significance of an article. Through this provision of a more detailed description of the article contents, the Conspectus enhances the article's discoverability by search engines and the exposure for the research.