Investor Satisfaction Through the Service Quality Dimensions of Brokerage Firms of Pokhara

Abstract

Bidhan Adhikari, Bhumika Gurung and Subash Khatri

The brokerage industry plays a crucial role in the capital market, acting as an intermediary for the buying and selling of securities. This study examines the service quality dimensions provided by brokerage firms in Pokhara, Nepal, and their impact on investor satisfaction. The study focuses on three independent variables: reliability, responsiveness, and assurance, and their relationship with the dependent variable, investor satisfaction.

The study utilized primary data collected through a survey of 105 respondents from various age groups, academic qualifications, occupations, and levels of experience. The responses were measured on a five-point Likert scale, and statistical analyses, including mean, standard deviation, correlation, and regression, were conducted using SPSS software.

The descriptive analysis revealed that all the independent variables, except for the statement "The service is not delayed," had a mean value greater than 3, indicating that they are strong predictors of investor satisfaction. The correlation analysis showed a positive relationship between reliability, responsiveness, and assurance of service delivery with investor satisfaction in Pokhara valley.

The findings suggest that service quality and investor satisfaction are interrelated, with higher service quality leading to higher investor satisfaction. The study also identified assurance of service delivery as the most important predictor of investor satisfaction in this context.

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