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WHAT DETERMINES CUSTOMERS’ PERCEPTION OF BANKING COMMUNICATION? AN EMPIRICAL EVIDENCE FROM COMMERCIAL BANKS OF NEPAL
Global Economy Journal Pub Date : 2020-11-05 , DOI: 10.1142/s2194565920500190
UDAYA RAJ PAUDEL 1 , SEEPRATA PARAJULI 1 , NIRANJAN DEVKOTA 1 , SUSHANTA KUMAR MAHAPATRA 2
Affiliation  

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.

中文翻译:

什么决定了客户对银行通信的看法?来自尼泊尔商业银行的经验证据

本文提供了有关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。2019 年 4 月至 9 月,借助结构化问卷技术,对 373 名在尼泊尔商业银行开户的客户进行了访谈。采用基于虚拟的认知指数和有序 Logit 回归模型了解客户对尼泊尔银行通信的感知. Awareness Index 显示银行客户对银行通信的意识中等,而 Ordered Logit 显示提供时间解决客户问题和 DEMAT 设施与银行通信意识水平有显着关系。因此,这项研究表明提供时间来解决客户的问题并使用 DEMAT 设施体验可以提高银行沟通的意识。这项研究通过改变客户满意度的沟通障碍,为银行业的沟通做出了贡献。
更新日期:2020-11-05
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