MN6P00 Management investigations dissertation

Module Code & Module Title:MN6P00

Managment investigations dissertation

Assessment Weightage & Type

20% Individual written Coursework
Reaserch topic :Customer satisfaction and customer loyality on
rastrya banagya bank itahari
Year and Semester
2020-21 autumn

Student Name: Sostika khadka

London Met ID: NP05BA4A190036
College ID: 19030925
Assignment Due Date:
Assignment Submission Date:
Title (Where Required):
Word Count (Where Required):

I confirm that I understand my coursework needs to be submitted online via Google Classroom under the relevant
module page before the deadline in order for my assignment to be accepted and marked. I am fully aware that late
submissions will be treated as non-submission and a marks of zero will be awarded.
MN6P00 Management investigations dissertation

Acknowledgement
I would like to show my sincere gratitude to my module lecturer Jibi Thapa as he guided
me throughout this assignment. I would also like to thank London Metropolitan
University and Itahari International College for providing me with this work as it helped
me to widen my writing and researching skills. I also owe a deep sense of gratitude to
other faculty members for their continuous encouragement
MN6P00 Management investigations dissertation

Contents
Chapater 1 : Introuduction..............................................................................................2
 Background of the study..........................................................................................................2
 Statement of the Problems.......................................................................................................3
 Research objective.....................................................................................................................3
 Significances of the study........................................................................................................3
 Research question......................................................................................................................3
 Limitation of study......................................................................................................................4
 Structure of report......................................................................................................................4
Chapter 2 : literature review...........................................................................................5
2.1 Influential Theories..........................................................................................................................5
 Customer Satisfactions.........................................................................................................5
 Customer loyality....................................................................................................................5
 Service quality.........................................................................................................................5
2.2 Empirical finding..............................................................................................................................6
CHAPTER 3: CONCEPTUAL FRAMEWORK..................................................................6
Chapter 4 : Research method.........................................................................................7
 Research approach....................................................................................................................7
 Data collection.............................................................................................................................7
 Population and Sample.............................................................................................................7
 Data Analysis tool.......................................................................................................................8
MN6P00 Management investigations dissertation

Abstracts

The purpose of this paper is to examine customer satisfaction and loyalty at Rastrya
Banagya Bank Limited in Itahari, based on their willingness to use banking services
provided by Rastriya Banagya Bank Limited. Customer satisfaction has become
unavoidable in the current context for a bank's growth and profitability. As a result, in the
banking industry, a long-term customer relationship appears to be important. A
quantitative exploration approach will be used for this study, and data will be collected
using a formal survey questionnaire. To circulate the intended customer in this study, an
online data grouping was employed in the same way as a paper copy of the review was
used. The results of the study, which were based on two independent factors (service
quality and customer loyalty), revealed that both of these variables had an impact on the
Rastrya banagya bank. Customer satisfaction has a large influence on two variables,
and there is a considerable relationship between them (service quality and customer
loyalty).

Key words: Customer Satisfactions, Customer loyalty, Services quality of Rastrya

Banagya Bank

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MN6P00 Management investigations dissertation

Chapater 1 : Introuduction
1.1Background of the study

Customers are more important than ever before in today's corporate world. Since client
happiness is a long-term competitive advantage, it should be prioritized. Because
banking is a service-based industry, customer happiness is critical to maintaining a
good business standing. Customer service can be supplied by a well-trained individual
in a planned, methodical manner, or through well-organized self-service. Customers in
the banking industry have a closer relationship with bank employees for any services or
products.. Customer satisfaction plays a critical role in the banking industry's ability to
maintain a healthy economic standing as a service-based company. There are
numerous banks in Nepal, including the Agricultural Development Bank and Nepal Bank
Limited. Rastrya Banagya Bank, which is wholly controlled by the government, is one of
them. Rastriya Banagya Bank was founded in 1966(2022 BS) as one of the country's
first banks under the RRB Act. Ratrya Banagya Bank Limits has a long history of
serving customers all around the country for more than a decade. Currently, scenero
Rastrya Banagya Bank operates as a ‘'A" class financial institution, regulated by Nepal
Rastrya Bank, and conducts commercial banking activities in accordance with the
provisions of the ‘'bank and financial institutions Act 2073. (2017) .This research
focuses on Nepal Rastrya Banagya Bank's Itahari branch's customer satisfaction and
on how the quality of their service makes their customer loyal.To obtain the answers,
research will be undertaken in a service industry (bank) to collect data from real-life
situations. The leading bank in Nepal, "Rastriya banijya bank limited," has been chosen
for this purpose. For the most part, the residents of Itahari favor Rastriya banijya bank
limited bank For their transactions, dealing with foreign currency , processing domestic
and foreign remittances and accepting the deposits . The Rastriya Banijya Bank Limited
has a sizable customer basel. One of today's major difficulties is to keep customers
loyal while service quality improves

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MN6P00 Management investigations dissertation

1.2Statement of the Problems

many additional sorts of research are conducted in the banking industry to determine
client satisfaction. This study makes a significant contribution by determining the level of
consumer happiness. Customer happiness is one of the most important issues for
businesses of all kinds, as evidenced by customer focus, ideology, and the key
concepts of industrial quality improvement. One of the customer satisfaction tactics
used to improve customer experience and reduce business turnover is building
customer ties. Customer pleasure is rarely represented in financial terms, which is a
source of concern. The current study is invaluable for reference to future studies,
particularly those related to customer satisfaction and customer loyalty

 Research objective

1. To suggest the strategies for the bank to improve the level of customer satisfaction

2.To test the level of customer loyalty in rastrya banagya bank ithahari.

3.To examine the expection and the level of satisfaction of the customer services
rendred by rastrya banagya bank limited.

 Significances of the study

There is no any significant research and study on customer satisfaction of rastriya

banagya bank limited . This research will help to analyze the service quality, customer
loyalty that is significant to maintain the customer satisfaction.

 Research question

1.What is the current level of the customer satisfication in rastrya banagya bank
limited ?

2.What are the factor that can leads customer toward the satisfaction ?

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3.What are the main factor influencing the level of customer satisfaction in Rastrya
banagya bank ?

 Limitation of study

The research centre essentially around the customer satisfaction in terms of quality
services like information quality , response time , privacy payment and customer service
.This is a wide investigation of the areas of rastrya banagya bank itahari.so there will be
no particular specific report for this organization .Research include collecting the data as
per quality service satisfaction from rastrya banagya bank itahari.The focous of this
research is on customer satisfaction and customer loyality toward rastrya banagya
bank, The investigation began on December 5 and will end in January for the proposal,
and the thesis will be completed in 2-4 months when the testing and analyses are
completed.

 Structure of report
The structure of report has been divided into six parts :

Section 1: Introduction

Section 2: Comprehensive review of the literature about the theories and findings

Section 3: Theoretical Framework representing the variables and proposed link

between then and the research methodology.

Section 4: Analysis of data, approach and data collection.

Section 5: Result of a pilot study

Section 6: Timeline and Budget

Section 7: Conclusionore effort and timely delivary of result is needed for the research
of this quality .

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MN6P00 Management investigations dissertation

Chapter 2 : literature review

2.1 Influential Theories
 Customer Satisfactions
Customer happiness is the key to any company's success, and this success is directly
tied to the demands of the customers. Satisfaction is a fleeting emotional state that
arises from an intra-personal examination of the customer's perspective on any service
experience. Furthermore, customer satisfaction can be defined as a person's feeling of
happiness or discontent as a result of comparing his desires to their fulfillment. Strong
customer communication can help to boost customer satisfaction. Courteous
employees, nice employees, billing timeframes, helpful employees, and speedy service
are all factors that influence customer satisfaction.

 Customer loyality
Customer loyalty has been defined and quantified in a variety of ways over the years."A
firmly held commitment to regularly rebuy or repatronize a chosen product or service in
the future, despite environmental factors and marketing attempts that can trigger
switching behaviors," says Oliver (1997). There are various types of customer loyalty
aspects, according to loyalty literature. The two most important dimensions are the
length and width. For a variety of reasons, including global competitiveness, market
saturation, technology advancement, and customer awareness, customer loyalty has
been a top priority in marketing planning. Customer loyalty is seen as a fundamental link
between organizational success, business performance, and profit.
 Service quality
Customers make a subjective distinction between the quality of service they expect and
what they get when it comes to quality of service. In today's complicated and
competitive environment, providing high-quality services that contribute to client
satisfaction is driven by a long-term competitive advantage.Service quality can be
characterized just by consumers and that it happens when a service association gives
benefit that fulfills the consumer's needs Basically service quality is characterized as
the satisfaction of client expectations. Service quality is a complex build which has
multi-aspect attributes or multi-measurements.

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MN6P00 Management investigations dissertation

2.2 Empirical finding

From the theory, it was found that there are three approaches customer satisfaction ,
customer loyality and service quality . It has already been proved that customer loyalty
is affected by service quality. On the high side, when satisfaction reaches a certain
level, loyalty increases dramatically, while satisfaction declines to a certain point, loyalty
falls equally dramatically .customer satisfaction is a critical component for any company
looking to increase customer loyalty and grow their business. Customer loyalty is based
on customer satisfaction. When a specific degree of satisfaction is achieved, customer
loyalty increases dramatically; yet, when that level of satisfaction is dropped to a certain
threshold, customer loyalty declines automatically. Furthermore, clients who are really
satisfied are more loyal than people who are content. As a result, it is apparent that
customer pleasure and loyalty have a considerable positive link. The loyalty of the
customers depends upon the situational factors such as low price which is the service
quality factor. It was found that relational trust and value was the main determinant
factor of the loyalty .

CHAPTER 3: CONCEPTUAL FRAMEWORK

3.1 Souces of variable

Dependent Variables: This is a variable whose variation is influenced by other factors.

Job satisfaction is a dependent variable since it is affected by the consistency of
workplace conditions, services, and other industry-provided external elements. (2019,
McLeod)

Independent variable : Independent variables are variables that fluctuate according to

the will and are unaffected by any external factors. As a result, organizational
commitment and organizational health are independent variables that influence work
satisfaction.

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MN6P00 Management investigations dissertation

Chapter 4 : Research method

 Research approach

A quantitative strategy to data collection will be used in the study, and the link between
research variables will be assessed. Quantitative research is to create and test
mathematical models, theories, and hypotheses that are related to natural occurrences.
The research target population was created using a questionnaire method and hard
copy data. The questionnaire contains four portions of the three research variables, the
fourth of which is a demographic profile. The chosen study's goals and objectives are to
learn about rastrya banagya bank's customer satisfaction, customer location, and
service.

 Data collection

This study will collect primary and demographic data gathered from respondents using a
similar questionnaire that provides multiple rating choices questions of Preference . For
the collection of primary data for this study report, questionnaires had been prepared
and primary data was compiled based on structured questionnaires. The standardized
questionnaire (fixed response type) is used to focus on the study goal to obtain primary
details from respondents. In the first part of the survey, the current level of customer
satisfaction, in the second part, the factor that leads toward customer satisfaction , the
third part , factor influencing the level of customer satisfaction the questionnaire was
divided into four segments. Likewise – 5 type scales will be used to for measuring the
satisfaction level of customer. Customers are asked to rate the different variables
influencing satisfaction on the five point scale, i.e., 0ne to five whereas 1 is Indicates as
strongly disagree 2 is indicates as agree 3 is indicates as neutral 4 is indicates as agree
and 5 is indicates as Strongly agree.

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MN6P00 Management investigations dissertation

 Population and Sample

customers who have visited the Rastrya Banagya Bank for transactions make up the
study's population. College students, persons from business units, housewives, and
others who have visited rastrya banagya bank could be the sample respondents for this
study. The study's sample size includes at least 150 people from varied occupations,
genders, and ages. 3.6 Techniques and tools for data analysis The study employs
SPSS for statistical data analysis. The study employs descriptive statistics, reliability
tests to determine whether the questions are valid, normalcy tests, and spearman
correlations.

 Data Analysis tool

For the research findings, I will utilize IBM SPSS and Excel statistical software after
evaluating the data. To gain a clear view of the sample's features and to analyze the
frequency and distribution of the many elements, descriptive statistics will be utilized to
illustrate the data distribution. It's also utilized to identify and summarize the data
gathered for the analysis. The numerical relationship between an independent variable
and the dependent variable is described by regression.ata Analysis Tools

Pilot study

Before a formal investigation, a pilot study was conducted for this study as a preliminary
measure. This study used a sample of 15 people. The information was primarily
gathered through the use of the internet (online survey questionnaire). The pilot survey
was conducted with a convenience sample of standardized questionnaires without
mentioning the organization's name. During the survey, I realized that many of the
employees didn't speak English solely, therefore I had to create a questionnaire for the
final study in Nepal. The participants understood the questionnaires, and the response
rate was high. Furthermore, all queries have been answered correctly and completely
The questionnaires that the pilot survey accepts are appropriate for a complete survey.
Because there was no sampling frame, sampling was convenient. But it was not easy to

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collect the online results in the last study using hard copies. Because of the small
number of samples, other statistical processes have not been done. Chapter 9 Annex
presented the survey for the results of the pilot study, such as the diagramilot study

Conclusioin

This proposal is about the procedures I will follow to conduct my report. All the chapters mentioned in
this proposal will be followed following the order to carry out the research. The main objective of this
proposal is to analyze the effects of service quality on customer loyalty in Rastrya banagya bank itahari.
In the introduction part, the objectives and the main questions related to research are briefly explained.
In the second chapter which is a literature review, the influencing theories were explained and the
relationship between the variables was found linking them with the theories. A conceptual framework
was done to determine the possible variables and the link between them was established diving into
dependent and independent variables. A pilot study was done among the ten respondents to conduct
the preliminary study. The data collected from the respondents were analyzed using the SPSS tool and
the required output for the preliminary study was produced. The response from the respondents was
genuine and there were no issues raised. All the response was kept confidential to maintain the privacy
of the respondents.

Recommendation

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9.2 The questionnaire used for the Pilot Study Demographic Data Please tick the correct answer that
mostly represents your opinion in each of the following questions and answer the open-ended
questions. 1. What is your name? (Full Name) ………………………………………………….

2. Gender

a) Male

b) Female

3. What is your Age?

a) 18-25

b) 26-35

c) 36-45

d) 46 and above

4. Marital Status

5. What is your educational level?

a) High School ]

b) College Certificate or Diploma

c) Bachelor’s Degree

d) Master’s Degree

e) Doctorate Degree

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f) Others

6. What is the name of your organization? ……………………………………………………………………………………..

7. what is the nature of your account in the bank?

➢ Saving account

➢ Current account

➢ Fixed deposit account

8. for how many years you are you using rastrya bank service ?

a)All of the above

b)than 1 year to 3 years

c) More than 3 years to 5 years

d) More 5 years to 10 years

e) More than 10 years

Customer satisfaction

1. This Bank is exactly what I need.

a) Strongly disagree

b) Disagree

c) Neutral

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d) Agree

e) Strongly agree

2. The information that presented by this rastrya bangya bank Bank is accurate.

a) Strongly disagree

b) Disagree

c) Neutral

d) Agree

e) Strongly agree

3. There are privacy policies in this Bank.

a) Strongly disagree

b) Disagree

c) Neutral

d) Agree

e) Strongly agree

4. There are guarantees of this Bank.

a) Strongly disagree

b) Disagree

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c) Neutral

d) Agree

e) Strongly agree

5. This bank gives breadth and depth Customer service.

a) Strongly disagree

b) Disagree

c) Neutral

d) Agree

e) Strongly agree

6. Are you satisfied with the performance of the employees?

a) Strongly disagree

b) Disagree

c) Neutral

d) Agree

e) Strongly agree

7. Are you satisfied with your financial transactions with the bank?

a) Strongly disagree

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b) Disagree

c) Neutral

d) Agree

e) Strongly agree

service quality

1.The banking service provided by this bank is

a) Strongly disagree

b) Disagree

c) Neutral

d) Agree

e) Strongly agre

2 fast and efficient service

a) Strongly disagree

b) Disagree

c) Neutral

d) Agree

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MN6P00 Management investigations dissertation

e) Strongly agre

3.reconignition of you as valued customer

a) Strongly disagree

b) Disagree

c) Neutral

d) Agree

e) Strongly agre

4.professional and attractive appearance and willingness to listen and respondend your need

a) Strongly disagree

b) Disagree

c) Neutral

d) Agree

e) Strongly agree

5) friendly and coutrious manner

a) Strongly disagree

b) Disagree

c) Neutral

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MN6P00 Management investigations dissertation

d) Agree

e) Strongly agree

customer loyality

1I will Continuous to use of rastrya bank services ?

a) Strongly disagree

b) Disagree

c) Neutral

d) Agree

e) Strongly agree

2 will Recommend the rastrya banagya bank to friends and acquaintances?

a) Strongly disagree

b) Disagree

c) Neutral

d) Agree

e) Strongly agree

reference

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financial notice , 2021. Rastrya banagya bank limited. [Online]

Available at: https://www.financialnotices.com/rastriya-banijya-bank.html
[Accessed 9 november 2021].

Raham, m. R., 2013. customer satisfaction , customer loyality , A case study from banking sector.

thapa, m., 2020. customer satisfaction s and customer service quality staus in commercial baking sector.
january, Volume 16, pp. 28-41.

introduction to literature review, 2021. [Online]

Available at: https://www.monash.edu/rlo/graduate-research-writing/write-the-thesis/introduction-l

Leod, D. S. M, 2019. what are dependent and independent variable. [Online]

Available at: https://www.simplypsychology.org/variables.htm

Siddiqi. (2017) Interrelations Between Service Quality Attributes, Customer Satisfaction And Customer
Loyalty In The Retail Banking Sector In. International Journal Of Business And Management, 3(6), p.17.

As a result, mr lay must repay the debt in order to upgrade the company. Due to mr
lay internal and internal and extrenal environment of company has
been affected like Due the bankruptcy of the business, employees
lost several perks and pension benefits. Many came on the verge of
the financial crisis. The crisis was so deep that the shareholders of the
business lost an estimated value of $74 billion . The financial statements for
the fraudulent period were re-audited by a fresh auditor. Mr. Lay had overall control over
the company so he also should take liabilities of all the debts of the company too
whether the matter be he had provided the loan to the company. As the assets of a
company (specially Enron) is consider the assets of the founder As a result, a
company's stakeholders and auditors should seek for ways to prevent fraud. As a result,
Mr. Lay is responsible for the loan

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MN6P00 Management investigations dissertation

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