Read the following case carefully and answer the questions that follow:
A branch of a reputed commercial bank in the core city area of Kathmandu has been offering banking services to its customers for the last fifteen years. Besides others, the primary services based on the bank's volume of transactions are accepting deposits, granting business loans, providing credit cards, and many more financial assistance. The targeted bank sectors primarily cover business people, service providers and local people within Kathmandu, Lalitpur, and Bhaktapur districts. The accustomed internal records indicate that around 60 percent of customers are from Kathmandu, 25 percent are from Lalitpur, and 15 percent are from the Bhaktapur districts. The bank is much interested in expanding its volume of transactions by maintaining a high level of customer satisfaction. Banks can improve their conductive working environment to enhance customer satisfaction. The bank has to identify the possible factors affecting customers' satisfaction. Those with change challenges; Theoretically, service qualities, service cost (interest), bank location, the responsiveness of employees (towards customers), ease of service, and online services are the prime factors affecting customer satisfaction in the service industry. Therefore, the bank would like to conduct research based on a survey of existing customers using a well-structured five-point Likert scale questionnaire to dig out fundamental factors affecting customer satisfaction at the bank, catering lower business volume. The information collected would be in scale form.
Questions:
a. In your opinion, what should be the research problem of the given case?
b. Make a schematic diagram of the conceptual framework.
c. Formulate at least three hypotheses.
d. Which research design would you recommend and why? Give reasons.
