Ppt

1. IMPACT OF DIGITALIZATION ON CUSTOMER SATISFACTION OF
COMMERCIAL BANKS
Submitted By: Supervisor
Asmita Bhandari Achyut Raj Bhattarai
Shanker Dev Campus
Roll No. 162/18
Reg. No. 7-39-1805-2018
In Partial Fulfillment of the Requirements for the Degree of Bachelor of
Business Administration-Finance (BBA-F)

2. Presentation Outline
1. Research Questions
2. Objectives of the study
3. Research methodology
4. Major findings
5. Conclusion
6. Final Impressions

3. Research Questions
This study deals with the following issues:
 What is the role of digitization in customer satisfaction?
 Does trust and perceived usefulness mediates the relationship between digitization and
customer satisfaction?
 Does transaction efficiency of digital technologies affects customer satisfaction?
 What is the impact of relative benefit offered by digitization in customer satisfaction?
 Is there any relationship between security and privacy of digitization and customer
satisfaction?

4. Objective of the study
Major Objectives:
 To examine the role of mobile banking service quality on customer satisfaction.
Specific Objectives:
 To examine the relationship between digitization, ease of use, privacy and
security, transaction efficiency, reliability, cost effectiveness and customer
satisfaction.
 To analyze the impact of Trust and perceived usefulness in customer satisfaction

5. Research Methodology
 Research Design: Descriptive and causal Comparative design were used in the study
 Data sources: Primary source of data were collected for the study
 Population: Total number of customers using digital services of commercial banks in
Nepal.
 Sample size: 100
 Method of Data collection: Questionnaire distributed among people through Google
forms.
 Data Analysis: Mean, standard deviation, correlation and regression analysis were used
to analyze the data.

6. Major Findings
 As per the survey responses, among the 100 respondents, majority of respondent were
female (57 percent) and the rest were male (43 percent)
 Regarding the age of respondents, the majority of respondents (60 percent) are in the
age group of 30-39 years.
 Out of the total 100 respondents, the maximum numbers i.e. (61 percent) of the
respondents have an academic qualification of bachelor’s degree and minimum
numbers of the academic qualification of other qualification i.e. (6 percent)
respectively.
 The study found that there is positive relationship between ease of use and customer
satisfaction (.502).

7. Contd…
 The findings relevant that customer satisfaction is positively correlated to the
independent variables (i.e. ease of use, security and privacy, transaction
efficiency, reliability, cost effectiveness, trust and perceived usefulness.
 The study found that there is positive relationship of security and privacy with
customer satisfaction( .525)..
 The study found that there is positive relationship between Transaction efficiency
and customer satisfaction (.531).
 The study found that there is positive impact of perceived trust and usefulness on
customer satisfaction (.500).

8. Conclusion
 In this age of digital transformation bank managers need to understand what
criteria are being used by customers to evaluate their services.
 This study highlights the importance of the service quality-adjusted pattern and
its potential impact on customer satisfaction of banks.
 The findings reveal that banks need to pay attention to the way the services
are delivered and not take it for granted that customers are only focusing on
compliance.
 The research proposed that digitalization is an essential determinant of
service quality and overall customer satisfaction for today’s digital customers.

9. Final Impressions
 Findings are applicable at a commercial banks
 Future research should be considered to gather more information
regarding the impact of the digital transformation on the evaluation of
service quality and customers’ satisfaction by banks.
 Satisfied with the results of research although there might be a
sampling bias.