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BIBLIOGRAPHY

Anderson, E.W. and Sullivan.(1993), The antecedents and consequences of consumer satisfaction for firms, Marketing science,Vol.12. Fornell, C. (1992), A National Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing, Vol. 56. Gronoos, C. (1984). A service quality model and its marketing implications, Journal of the Academy of Marketing Science, Vol. 24. Shrestha, S. (2008), Measurement of service quality of Siddharth Bank LTD, Unpublished article. Storbacka,k, Strandvik, R and Gronoos,C.(1994), Managing Customer Relationship For Profit: The Dynamics of Relationship Quality , International journal of service industry Management,Vol.5. Books Ferrell o.c. and Hartline M.D.(2007),Marketing strategy ,Thompson India Koirala, Kundan D. (2005), Principles of Marketing, M.K. Publishers Kotler P. (2009), Marketing Management, Pearson Education Lauthans Fred (2001), Organization Behaviour, Mcgraw-Hill 1 edition Websites
info@kistbank.com

www.google.com www.nrb.org.np
www.nepalnews.com

Others: Annual Report, Brochure and Pam plate of different schemes of KIST bank.

ANNEXURE I Questionnaire 1. When there is problem, KIST Bank Ltd shows a sincere interest in solving. Strongly Agree Agree Disagree Strongly Disagree

2. When KIST bank Ltd promises to do something by a certain time, it does so. Strongly Agree Agree Disagree Strongly Disagree

3. Services given by KIST Bank are fast and efficient, Strongly Agree Agree Disagree Strongly Disagree

4. KIST Bank Ltd, is doing enough to inform customers about its various existing and new services/products. Strongly Agree Agree Disagree Strongly Disagree

5. Employees in KIST Bank Limited are always doing supportive actions towards customers. Strongly Agree Agree Disagree Strongly Disagree

6. Staff behavior of KIST Bank Ltd, towards the customers is excellent. Strongly Agree Agree Disagree Strongly Disagree

7. It is safe to deposit money at KIST bank Ltd. Strongly Agree Agree Disagree Strongly Disagree

8. Staffs of KIST Bank Ltd understand the problems and queries of customers very well. Strongly Agree Agree Disagree Strongly Disagree

9. The appearance of physical facilities, equipment, personnel and communication

materials are very well.


Strongly Agree Agree Disagree Strongly Disagree

10.Enter your suggestion for improvements, new features or tools at KIST Bank ltd. ________________________________________________________________

Respondents Name____________________________________Age:_____________________ Organization:___________________________________________________________

ANNEXURE II Responses on various aspects on analysis of customer satisfaction of KIST Bank Ltd. Question no. 1 2 3 4 5 6 7 8 9 A 10 11 8 2 8 16 43 27 15 B 39 36 27 32 42 42 21 32 32 C 14 17 28 16 15 7 1 6 10 D 2 1 2 15 0 0 0 0 8 Total 65 65 65 65 65 65 65 65

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