Analyze the following case carefully and answer the questions that follow: A study was conducted on determinants and outcome of customer satisfaction at ABC Bank of Nepal by taking evidence from…

Analyze the following case carefully and answer the questions that follow:

A study was conducted on determinants and outcome of customer satisfaction at ABC Bank of Nepal by taking evidence from Kathmandu which is capital city of Nepal. Seven branches were selected randomly. The overall objective of the study was to investigate major factors that influence customer satisfaction, and examine resulting effect on customer future behavioral intention. To achieve the objective of the study, five point likert scale questionnaires were developed and distributed to 310 customers on the basis of convenience sampling. Among them, 278 questionnaires were responded representing 89.7 % of the response rate. The data were fed to SPSS computer program and analyzed accordingly. The design of the study was quantitative in nature. Correlation and regression analyses were used to examine statistical significance of the relationship between the variables - services quality, services features, customer complaint handling and customer satisfaction in ABC Bank of Nepal. Statistically, highly significant and positive relationships were found between the aforementioned three factors and customer satisfaction. Positive and significant relationship was examined between customer satisfaction and future behavioral intention with the organization. Current performance of the organization with regard to services quality, services features, and customer complaint handling is contributing moderately towards customer satisfaction.

Questions: a. Write down any five probable questions based on the given study to investigate major factors that influence customer satisfaction. b. Why correlational research design was used in the given study? Discuss. c. Draw a theoretical framework with dependent, independent and moderating variables. d. This study is based on quantitative methods. Justify your answer.