{"id":"https://openalex.org/W2807794229","doi":"https://doi.org/10.3126/nccj.v3i1.20254","title":"Service Quality and Customer Satisfaction: Evidence of Nepalese Banks","display_name":"Service Quality and Customer Satisfaction: Evidence of Nepalese Banks","publication_year":2018,"publication_date":"2018-06-14","ids":{"openalex":"https://openalex.org/W2807794229","doi":"https://doi.org/10.3126/nccj.v3i1.20254","mag":"2807794229"},"language":"en","primary_location":{"id":"doi:10.3126/nccj.v3i1.20254","doi":"https://doi.org/10.3126/nccj.v3i1.20254","is_oa":true,"landing_page_url":"https://doi.org/10.3126/nccj.v3i1.20254","pdf_url":"https://www.nepjol.info/index.php/NCCJ/article/download/20254/16643","source":{"id":"https://openalex.org/S4210188956","display_name":"NCC Journal","issn_l":"2505-0788","issn":["2505-0788"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"NCC Journal","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://www.nepjol.info/index.php/NCCJ/article/download/20254/16643","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5017417273","display_name":"Prakash Sunder Shrestha","orcid":"https://orcid.org/0000-0002-7779-6399","observed_orcids":["https://orcid.org/0000-0002-7779-6399"]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Prakash Shrestha","raw_affiliation_strings":["Nepal Commerce Campus"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Nepal Commerce Campus","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5017417273"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":4.9638,"has_fulltext":true,"cited_by_count":23,"citation_normalized_percentile":{"value":0.94188778,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":99},"biblio":{"volume":"3","issue":"1","first_page":"121","last_page":"133"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9907000064849854,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9907000064849854,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.007699999958276749,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9980000257492065},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/commercial-banks","display_name":"commercial banks","score":0.9380000233650208},{"id":"https://openalex.org/keywords/servqual-dimensions","display_name":"SERVQUAL dimensions","score":0.9449999928474426},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.9399999976158142},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.9980000257492065},{"id":"https://openalex.org/keywords/assurance","display_name":"assurance","score":0.9990000128746033},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.9919999837875366},{"id":"https://openalex.org/keywords/tangibles","display_name":"tangibles","score":0.9900000095367432}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7904030084609985},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7569947838783264},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6727254986763},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6239973306655884},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5949974060058594},{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.541825532913208},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.5192492008209229},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4973929226398468},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4477260410785675},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.20094725489616394},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.1161520779132843},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C118552586","wikidata":"https://www.wikidata.org/wiki/Q7867","display_name":"Psychiatry","level":1,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.3126/nccj.v3i1.20254","doi":"https://doi.org/10.3126/nccj.v3i1.20254","is_oa":true,"landing_page_url":"https://doi.org/10.3126/nccj.v3i1.20254","pdf_url":"https://www.nepjol.info/index.php/NCCJ/article/download/20254/16643","source":{"id":"https://openalex.org/S4210188956","display_name":"NCC Journal","issn_l":"2505-0788","issn":["2505-0788"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"NCC Journal","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.3126/nccj.v3i1.20254","doi":"https://doi.org/10.3126/nccj.v3i1.20254","is_oa":true,"landing_page_url":"https://doi.org/10.3126/nccj.v3i1.20254","pdf_url":"https://www.nepjol.info/index.php/NCCJ/article/download/20254/16643","source":{"id":"https://openalex.org/S4210188956","display_name":"NCC Journal","issn_l":"2505-0788","issn":["2505-0788"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"NCC Journal","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2807794229.pdf","grobid_xml":"https://content.openalex.org/works/W2807794229.grobid-xml"},"referenced_works_count":19,"referenced_works":["https://openalex.org/W1455842895","https://openalex.org/W1502783911","https://openalex.org/W1689771227","https://openalex.org/W1983236169","https://openalex.org/W1983532449","https://openalex.org/W2013727634","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2070054856","https://openalex.org/W2075964274","https://openalex.org/W2094013842","https://openalex.org/W2135488922","https://openalex.org/W2162949055","https://openalex.org/W2186811760","https://openalex.org/W2970235121","https://openalex.org/W4385489410","https://openalex.org/W6755445501","https://openalex.org/W7030046268","https://openalex.org/W7070833347"],"related_works":["https://openalex.org/W2801780126","https://openalex.org/W4402861158","https://openalex.org/W7082449893","https://openalex.org/W4206575992","https://openalex.org/W4403460339","https://openalex.org/W2997333401","https://openalex.org/W3112763105","https://openalex.org/W2947136234","https://openalex.org/W3211236460","https://openalex.org/W4386275112"],"abstract_inverted_index":{"Present":[0],"research":[1,24],"has":[2,21,63,71],"been":[3,64,72],"conducted":[4],"to":[5,33],"examine":[6],"the":[7,39,48,75,99,103,112,116,122,126],"customer":[8,36,119],"satisfaction":[9,37,120],"on":[10,74,125],"service":[11,109,129],"quality":[12,110,130],"of":[13,17,41,57,60,77,98,111,118,121,128],"selected":[14],"commercial":[15,43,61,113,123],"banks":[16,124],"Nepal.":[18],"The":[19,96],"study":[20,28,70,100],"employed":[22],"descriptive":[23],"design":[25],"and":[26,85,94],"quantitative":[27],"by":[29,82],"using":[30],"survey":[31],"methodology":[32],"deal":[34],"with":[35,108],"in":[38],"context":[40],"Nepalese":[42],"banks.":[44,114],"In":[45],"this":[46],"study,":[47],"data":[49],"collected":[50],"through":[51],"questionnaire":[52],"from":[53],"65":[54],"respondents":[55],"(out":[56],"100":[58],"customers":[59,105],"banks)":[62],"used":[65],"for":[66],"analysis.":[67],"A":[68],"detail":[69],"done":[73],"basis":[76,127],"five":[78],"dimensions":[79],"as":[80],"suggested":[81],"Parasuraman,":[83],"Zeithamal":[84],"Berry":[86],"(1988).":[87],"They":[88],"are":[89,106],"reliability,":[90],"responsiveness,":[91],"assurance,":[92],"empathy":[93],"tangibles.":[95],"result":[97],"indicated":[101],"that":[102],"overall":[104],"satisfied":[107],"Hence":[115],"level":[117],"can":[131],"be":[132],"considered":[133],"satisfactory.NCC":[134],"JournalVol.":[135],"3,":[136],"No.":[137],"1,":[138],"2018,":[139],"Page:":[140],"121-133":[141]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":8}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2018-06-21T00:00:00"}