Comparative evaluation of critical factors to close the service quality gaps in the commercial banks of Nepal

2019

Master's thesis Business Administration BE501 - University of Agder 2019 The study aims to find out the critical factors that are creating agap in service quality in the commercial bank of Nepal using the SERVQUAL model. In order to make the even comparison and proper investigation, the study selects one private commercial bank and one government-owned bank basing on their paid-up capital, nature of the business, profitability, customer base, brand image and so onwhich is proper representative for the research. With the application of the dominance analysis, the most criticaldimensions of the service quality are identified. Furthermore, the study evaluates and emphasize the critical factors…