Hello, I am Etoko Thapa, a Finance and Accounting professional based in Butwal, Nepal. Author of published econometric research investigating commercial bank depositor behaviour across 384 banking clients at Lumbini Banijya Campus, practiced in retail banking branch operations at Siddhartha Bank Limited, and credentialed with the Google Project Management Professional specialization.
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An econometric investigation into client turnover, service quality, brand reputation, and accessibility determinants across Butwal Sub-Metropolitan City.
Executive Thesis Summary: Investigated how multi-dimensional service attributes influence retail depositor turnover in Butwal's dense banking hub. Using SPSS regression diagnostics, the findings reveal that physical accessibility/distance (β = 0.605, p = 0.000) is the strongest determinant driving bank switching, closely followed by institutional reputation (β = 0.285, p = 0.000) and service delivery quality (β = 0.082, p = 0.039). In contrast, promotional advertising and marginal price adjustments were found to have no statistically significant impact on actual switching choices.
| Variable / Construct | Unstandardized B | Std. Error | Std. Beta (β) | t-statistic | p-value (Sig.) | Hypothesis Status |
|---|---|---|---|---|---|---|
| (Constant) | 0.194 | 0.125 | — | 1.551 | 0.122 | Baseline |
| Distance & ATM Proximity | 0.607 | 0.042 | 0.605 | 14.420 | 0.000 | H10 Accepted |
| Bank Reputation & Trust | 0.314 | 0.050 | 0.285 | 6.264 | 0.000 | H6 Accepted |
| Service Quality & Personnel | 0.084 | 0.041 | 0.082 | 2.069 | 0.039 | H8 Accepted |
| Price & Fee Structure | -0.040 | 0.046 | -0.039 | -0.873 | 0.383 | H7 Rejected |
| Advertisement & Billboards | -0.022 | 0.030 | -0.021 | -0.758 | 0.449 | H9 Rejected |
Regression Diagnosis: Dependent Variable = Customer Switching Behaviour ($CB$). Model Fit: Multiple $R = 0.857$, $R^2 = 0.734$, Adjusted $R^2 = 0.730$, Standard Error of the Estimate = $0.54092$.
| Construct | Cronbach's α | Correlation with Switching (r) | Significance | Interpretation |
|---|---|---|---|---|
| Distance & Accessibility | 0.824 | 0.829** | p < 0.001 | Strongest positive correlation with client switching |
| Reputation & Brand Image | 0.826 | 0.735** | p < 0.001 | High positive association with depositor loyalty/attrition |
| Price & Charges | 0.831 | 0.659** | p < 0.001 | Moderate bivariate correlation |
| Service Quality | 0.835 | 0.632** | p < 0.001 | Significant bivariate relationship with service failure avoidance |
| Advertisement & Media | 0.921 | 0.124* | p = 0.017 | Weak relationship; awareness only, not retention driver |
| Customer Switching Behaviour | 0.827 | 1.000 | — | Dependent Construct (High Internal Consistency) |
** Correlation is significant at the 0.01 level (2-tailed). * Correlation is significant at the 0.05 level (2-tailed). All constructs exceed the Nunnally & Bernstein (1994) 0.80 benchmark for high psychometric reliability.
Adapted from Bansal et al. (2005). Deconstructs bank turnover into Push factors (service friction, inconvenient branches), Pull factors (reputable competitors, superior accessibility), and Mooring elements (habitual inertia and switching friction).
Rooted in Keaveney's (1995) taxonomy classifying core service failures, service encounter failures (unhelpful staff), pricing/ethics concerns, and geographical inconvenience as core migration triggers.
Synthesized from Oliver (1980). Evaluates how cognitive disconfirmation between anticipated digital/branch services and actual operational execution breeds customer departure in emerging financial markets.
Based on Ajzen (1991). Maps how depositors' subjective norms, individual attitudes toward banking security, and perceived ease of switching govern behavioral migration decisions.
Because Distance was proved as the primary predictor (β = 0.605), banks must strategicially locate ATMs and smart digital kiosks across high-density commerce corridors rather than relying exclusively on online channels.
Reputation is the second-strongest anchor (β = 0.285). Transparent communication during service disruptions, zero hidden fees, and rapid dispute handling prevent reputation degradation.
Service quality impacts churn (β = 0.082). Banks should train frontline personnel in empathic query resolution and deploy automated queue distribution systems to eliminate customer wait times.
Since promotional advertising showed no statistically significant retention effect (p = 0.449), marketing budgets should pivot toward loyalty incentives, seamless mobile banking uptime, and merchant integrations.
Graduated in Business Management stream with foundational coursework in Principles of Accounting, Economics, Business Mathematics, and Marketing.
Completed 3-month comprehensive rotation at Amarpath Branch. Supported daily customer account balance reconciliation, streamlined KYC verification for customer onboarding, and expedited digital banking adoption.
Completed rigorous 6-course curriculum developed by Google. Demonstrates competence in initiating, planning, and executing traditional Waterfall and dynamic Agile/Scrum projects with risk matrices and charters.
Full 48-page empirical report submitted to Tribhuvan University Examination Committee. Features complete regression derivations, correlation diagnostics, and survey instruments.
Open to full-time banking operations, financial analyst positions, project management roles, and econometric research collaborations across Nepal and internationally.