Statement of problem

Measuring customer satisfaction is very difficult due to several reasons.

Measuring their satisfaction is not as straightforward as measuring
revenue and growth of company . Customers have different criteria and
expectations when it comes to their satisfaction level. Customers are
more than just avid and hard-to-please individuals patronizing your
business[ CITATION Don13 \l 1033 ].
Understanding customer expectations will provide ground to satisfy
their needs and expectation by giving them impeccable service. .

Objectives of study
Specific objectives of this study are:

 To investigate customer satisfaction level of Nabil Bank in Balaju branch in terms of

account maintainence, employee behavior and branch location.

 To find out the most important factors that can lead customers toward satisfaction.

 To identify possible way to increase customer satisfaction, if there’s any.

Research Questions

For research, following questionnaires were considered:

 What is the current level customer satisfaction at Nabil bank, Balaju branch?

 What are the different factors that have played crucial role in customer satisfaction in

Nabil bank at Balaju branch?

  How can Nabil bank provide better customer satisfaction to its customers?

Limitations

This study is simply partial study requirement of Masters of Business Administration (MBA)

program. There are some limitations of the study which are presented below:

 This research study includes only sample of customers of Balaju branch of Nabil Bank.

 Each sample, having different standards to rate their satisfaction level might rate the

services of same bank differently.

 While studying customer satisfaction level, only some of the areas are considered. All

other possible banking services are not covered because of short span of time.

 This research study is not applicable to other banking industry of same nature.

Research methodology

Research methodology refers to specific techniques or procedures that are used to collect data

and information about chosen topic.

Study setting

Study took place in Balaju branch of Nabil bank. As per the latest data provided by the branch,

there are approximately 16,500 deposit and loan customers at Nabil bank, Balaju branch. To

achieve its aims and objectives, only 59 of the customers were selected for research purpose. To

prefer high reliability of responses from the respondents, Monday, Tuesday, Wednesday and

Thursday were used for data collection as Sunday and Friday are peak days in banking sector.
Monday, Tuesday, Wednesday and Thursday were used for data collection as Sunday and Friday

are peak days in banking sector.

Research design for this study is descriptive in nature because main aim of this research is to

know customer satisfaction level and major factors that have influence on customer satisfaction.

(Descriptive research is defined as a research method that describes

the characteristics of the population being studied. It can

answer what, when, where, when and how questions, but not why questions.

To determine cause and effect, experimental research is required. Descriptive

research investigates one or more variables. Unlike in experimental research,

the researcher does not control or manipulate any of the variables, but only

observes and measures them. For example, an apparel brand that wants

to understand the fashion purchasing trends among New York buyers

will conduct a demographic survey of this region, gather population

data and then conduct descriptive research on this demographic

segment. The research will then uncover details on “what is the

purchasing pattern of New York buyers”, but not cover any

investigative details on “why” the patterns exits.

Qualitative research gathers non- numerical data. Eg: unstructured

interviews.
Quantitative research: a rating scale or closed questions on a

questionnaire would generate quantitative data as these produce either

numerical data or data that can be put into categories (e.g., “yes,” “no”

answers), amount of time a doctor takes to tend to a patient when the patient

walks into the hospital. An exploratory design is conducted about a research problem

when there are few or no earlier studies to refer to. )

Target population

Target population can be defined as the total group of individuals from which sample can be

drawn[ CITATION Ham16 \l 1033 ]. In this study, target population is accountholders of Nabil Bank

from different age groups, both female and male.

For better findings from, this study will mainly focus on the customers who had frequent

transaction in Nabil bank.

For this study, my sample size is 59 numbers of respondents. Sample size has been calculated

with 5% of margin of error, 95% of confidence level, 16,500 population size and 96% of

response distribution. Confidence level is the amount of uncertainty that the study can tolerate

and margin of error is the degree of error it can tolerate from random sampling surveys.

Talking about sampling method, purposive sampling method was adopted to draw sample from

population. Samples were drawn from target population with particular purpose in mind.

(Probability sampling means that every member of the population has a

chance of being selected. Types: In a simple random sample, every member
of the population has an equal chance of being selected. Systematic sampling
is similar to simple random sampling, but it is usually slightly easier to
conduct. Every member of the population is listed with a number, but instead
of randomly generating numbers, individuals are chosen at regular intervals.
Stratified sampling: This sampling method is appropriate when the population
has mixed characteristics, and you want to ensure that every characteristic is
proportionally represented in the sample.You divide the population into
subgroups (called strata) based on the relevant characteristic (e.g. gender,
age range, income bracket, job role).From the overall proportions of the
population, you calculate how many people should be sampled from each
subgroup. Then you use random or systematic sampling to select a sample
from each subgroup. Cluster sampling also involves dividing the population
into subgroups, but each subgroup represents whole sample. Instead of
sampling individuals from each subgroup, you randomly select entire
subgroups.

Non-probability sampling method: In a non-probability sample, individuals are

selected based on non-random criteria, and not every individual has a chance
of being included, A convenience sample simply includes the individuals who
happen to be most accessible to the researcher. Purposive sampling involves
the researcher using their judgement to select a sample that is most useful to
the purposes of the research. Eg: You want to know more about the opinions
and experiences of disabled students at your university, so you purposefully
select a number of students with different support needs in order to gather a
varied range of data on their experiences with student services.

Quota sampling)

Variables
Variable is something place, thing, person or phenomenon that researcher is trying to
measure. Those variables that stands alone and are unaffected and stable by other
variables that researcher is trying to measure can be termed as independent variable and
those that depends upon other factors are dependent variable.
Independent variables in this research are:

 Branch location

 Account maintenance

 Employee behavior
As this study is mainly focused on the topic customer satisfaction, dependent variable is:

 Customer satisfaction

Dependent and independent variables are measured using ordinal scale of measurement.

Ordinal scale of measurement measures non-numeric concepts like happiness, discomfort,

satisfaction etc. Respondents have to choose options of satisfaction from the questionnaire

but, the answer “how much?” will remain unanswered.

(Nominal scale: Nominal variables (also called categorical variables) can be placed into

categories. They don’t have a numeric value and so cannot be added, subtracted, divided

or multiplied.  Eg: gender- male, female: hair color: black, grey, red.

Ordinal scale: With ordinal scales, the order of the values is what’s important and significant,

but the differences between each one is not really known.  

Interval scales are numeric scales in which we know both the order and the exact

differences between the values.  The classic example of an interval scale

is Celsius temperature because the difference between each value is the same.  For

example, the difference between 60 and 50 degrees is a measurable 10 degrees, as is

the difference between 80 and 70 degrees. A perfect example of an interval scale is the

Fahrenheit scale to measure temperature. The scale is made up of equal temperature units,

so that the difference between 40 and 50 degrees Fahrenheit is equal to the difference

between 50 and 60 degrees Fahrenheit.

With an interval scale, you know not only whether different values are bigger or smaller, you

also know how much bigger or smaller they are. For example, suppose it is 60 degrees
 Fahrenheit on Monday and 70 degrees on Tuesday. You know not only that it was hotter on

Tuesday, you also know that it was 10 degrees hotter.

Here’s the problem with interval scales: they don’t have a “true zero.” Confused?  Ok,

consider this: 10 degrees C + 10 degrees C = 20 degrees C.  No problem there.  20

degrees C is not twice as hot as 10 degrees C, however, because there is no such thing

as “no temperature” when it comes to the Celsius scale.  When converted to Fahrenheit,

it’s clear: 10C=50F and 20C=68F, which is clearly not twice as hot.  I hope that makes

sense. Bottom line, interval scales are great, but we cannot calculate ratios, which brings

us to our last measurement scale…

The ratio scale of measurement satisfies all four of the properties of measurement: identity,
magnitude, equal intervals, and a minimum value of zero.The weight of an object would be an
example of a ratio scale. Each value on the weight scale has a unique meaning, weights can be
rank ordered, units along the weight scale are equal to one another, and the scale has a
minimum value of zero.Weight scales have a minimum value of zero because objects at rest can
be weightless, but they cannot have negative weight.