A thesis submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management

Thesis (M.B.A.) - Asian Institute of Technology, 1997

As the Nepalese commercial banking sector is moving towards globalization, implementation of good service quality programs by the Nepalese commercial banks IS becoming extremely important to differentiate themselves from their competitors. This study is a combination of exploratory and evaluative research intended to assess the quality of service in Rastriya Banijya Bank (RBB), the only one hundred percent government owned commercial bank in Nepal, and suggest ways of improving service quality. The study covers the banking scenarios of Nepal, RBB corporate profile and its service quality assessment and evaluation. In this study, the quality of service provided by RBB was evaluated on the basis of customers' perception. At the same time service quality infrastructures, such as team work, perceived control, employee job fit, communication and feed back and evaluation system and factors affecting specific service quality were studied based on employees' perceptions. The collected data were statistically analyzed usmg Statistical Package for Social Science (SPSS) software. The findings of the study reveal that computerization has a significant effect on improving the quality of service on the most important aspects such as reliability and responsiveness in the service ofRBB. Based on the findings of the study recommendations are made to improve quality in the deposit, loan, money transmission and overall service of the bank.