Customer Service Department and Clients Satisfaction: An Empirical Study of Commercial Bank of Surkhet, Valley

The purpose of this article is to examine the effect of customer service departments' employee behavior such as friendliness, helpfulness and respectfulness on customer satisfaction. Data was collected through closed structure paper questionnaire with seven-point Likert scale from twenty-two commercial banks located at Surkhetvalley. Simple random sampling technique was applied to select 202 respondents. IBM SPSS 20 version was used to analyze the data. Regression statistical tool was used to test the hypothesis. The finding of this study is friendliness, helpfulness and respectfulness behavior of employee has positive impact on customer satisfaction.