TY  - SER
AU  - Ojha,Jyoti Chandra
AU  - Johri,Lalit M.
AU  - Gupta,Joyti
AU  - Paul,Himangshu
ED  - Deutscher Akademischer Austauschdienst (DAAD)  (German Academic Exchange Service),
TI  - Strategy formulation for service quality improvement in banking business: a case study of Rastriya Banijya Bank in Nepal
T2  - Thesis
PY  - 1997///
CY  - Bangkok
PB  - Asian Institute of Technology
KW  - Bank management
KW  - Nepal
N1  - 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
N2  - 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.
UR  - http://203.159.5.9/ait-thesis/detail.php?q=B13542
ER  -