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All Journal Journal of Commerce Management and Tourism Studies Kajian Pendidikan, Seni, Budaya, Sosial dan Lingkungan
Ghimire, Shiva Raj
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Arts Humanities Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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A comparative study on the impact of service quality on customer satisfaction: Survey of joint venture and government banks in Nepal Ghimire, Shiva Raj; Agarwal, Nirdosh; Basnet, Ashok; Chaurasiya, Sneha
Journal of Commerce, Management, and Tourism Studies Vol. 3 No. 3 (2024): Dec 2024
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v3i3.204

Abstract

This study explores the relationship between customer satisfaction and service quality, of the inquiry is the evaluation of client satisfaction regarding the caliber of service rendered by Nepalese commercial banks. The study attempts to determine the effect of focusing on how important it is for service quality to influence customer contentment. The primary focus service quality on customer satisfaction within the Nepalese banking industry is by using descriptive and causal comparative research techniques. A total of 383 samples were taken from six joint venture banks and three public (or Government ownership) banks in Nepal. Using primary data obtained from a survey with a five-point Likert scale, correlation and regression analysis are used in the study to examine the impact of several service quality parameters on customer satisfaction. The results show that, in the Nepalese banking industry, responsiveness, reliability, assurance, and empathy have a positive and significant association with customer satisfaction. However, responsiveness does not significantly affect customer satisfaction.
Optimizing contract document management: A case study of the legal and compliance unit at PTAPI Pertiwi, Ni Kadek Wanda Maheswari; Lasmini, Ni Ketut; Wajdi, Majid; Ghimire, Shiva Raj
Kajian Pendidikan, Seni, Budaya, Sosial dan Lingkungan Vol. 2 No. 2 (2025): September 2025
Publisher : Yayasan Mitra Persada Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/kpsbsl.v2i2.120

Abstract

This study investigates the procedures for managing contract documents at the Legal & Compliance Unit of PTAPI. The objective is to examine the existing workflow related to the handling and archiving of agreement documents and to identify key challenges, especially concerning the retrieval of signed contracts by business partners. Employing a descriptive qualitative research method, data were collected through direct observation, in-depth interviews with legal staff, and a thorough review of institutional documentation. The research findings reveal that while the unit processes more than 300 contract agreements annually, there is no formalized procedure regulating the timeline for business partners to collect their signed documents. This has resulted in the accumulation of uncollected contracts, physical storage congestion, increased administrative burdens, and reduced staff productivity. Key contributing factors include the absence of an internal standard operating procedure (SOP), lack of enforcement policies or sanctions for delays, limited digital document archiving, and inadequate communication or notification systems directed at partners. The study emphasizes the urgent need for establishing standardized document retrieval protocols, implementing structured deadlines for collection, automating partner notifications, and investing in digital documentation systems. By adopting these strategies, the Legal & Compliance Unit can enhance its administrative efficiency, reduce legal risks, and improve overall service quality. Furthermore, the results offer valuable insights and practical policy recommendations that can be adapted by similar units in other corporate or public-sector environments seeking to improve contract lifecycle management.
Impact of financial literacy on investment decisions: evidence from the nepal stock market Ghimire, Shiva Raj; Agarwal, Dr. Nirdosh Kumar; Chaurasiya, Dr. Sneha
Journal of Commerce, Management, and Tourism Studies Vol. 4 No. 3 (2025): Dec 2025
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v4i3.402

Abstract

This study aims to investigate the impact of financial literacy on investment decision-making in the Nepal Stock Market. It particularly focuses on identifying disparities in financial literacy levels among investors and provides insights to inform policymakers and stakeholders in enhancing financial education programs across Nepal. A causal-comparative research design was employed, targeting investors in the Kathmandu Valley and representing all seven provinces of Nepal. Using a convenience sampling method, data were collected from 250 investors through a structured questionnaire. Analytical methods like descriptive statistics, correlation analysis, and multivariate regression were used to examine how different aspects of financial literacy—like knowledge, awareness, experience, skills, ability, and goals—affect investment decisions. The findings reveal that financial literacy significantly influences investment behavior, though the extent of influence varies across its components. Financial Knowledge (FKW) had a notably strong positive impact on investment decisions. Financial Awareness (FAW), Financial Experience (FEX), and Financial Skills (FSK) showed moderate effects. Financial Capability (FCP) emerged as a key determinant, while Financial Goals (FGL) exerted a substantial influence on decision-making. This study provides empirical evidence of the role of financial literacy in shaping investment behavior within the Nepalese context—a relatively underexplored area. It offers practical recommendations for enhancing financial literacy through personalized education programs, accessible learning resources, and institutional integration. These insights are valuable for fostering a more informed, rational, and inclusive investment environment in Nepal.
Co-Authors Agarwal, Dr. Nirdosh Kumar Agarwal, Nirdosh Basnet, Ashok Chaurasiya, Dr. Sneha Chaurasiya, Sneha Lasmini, Ni Ketut Majid Wajdi Pertiwi, Ni Kadek Wanda Maheswari