Impact of Service Quality on Customer Satisfaction of Nepalese Commercial Banks: With Special Reference to Biratnagar Metropolitan City

The aim of this paper is to study the impact of service quality, by using SERVQUAL model on customer satisfaction in Nepalese commercial banks with special reference to Biratnagar metropolitan city. In order to achieve the aim, survey of bank customers has been performed with structured questionnaire. The 300 sample were randomly selected from the branches of 15 commercial banks located in Biratnagar. Correlation and multiple regressions were used to investigate the relationship between dependent and independent variables. The correlation results indicate that there is a positive correlation between the dimensions of service quality and customer satisfaction. The result of the regression shows that customer satisfaction is influenced by responsiveness, tangibles, empathy, and assurance significantly while reliability found to be insignificant