Consumer behavior

Southwestern School of Management and Technology

Affiliated to Purbhanchal University

Faculty of Bachelor Administration

Project report
on
CONSUMER BEHAVIOR
Under the supervision
of
[Krishna Bahadur Uchai]

In the partial fulfillment of the requirements

for the degree of
BACHELOR IN BUSINESS ADMINISTRATION
Kathmandu
July 2025

Submitted by: Submitted To: Mr Krishna Bahadur Uchai

Name: Shruti Gurung and Supraj Shrestha Department of Bachelor’s in Business
PU Reg No:125-2-2-00934-2021, Administration
125-2-2-02537-2021 South Western School of Management
Year/Semester: 7th sem and Technology
DECLARATION

We , Shruti Gurung and Supraj Shrestha , students of Bachelor of Business

Administration (BBA), 7th Semester, bearing Registration Number:
125-2-2-00934-2021,125-2-2-02537-2021 from Southwestern School of
Management and Technology, affiliated to Purbanchal University, hereby
declare that the project work entitled, “CONSUMER BEHAVIOR” submitted to
Purbanchal University in partial fulfillment of the requirements for the award
of the degree of Bachelor of Business Administration (BBA) is a result of our
own original research work carried out under the guidance and supervision of
Mr Krishna Bahadur Uchai, Lecturer, Southwestern School of Management
and Technology.

This project has been undertaken as a part of the academic curriculum and
has not been submitted to any other university or institution for the award of
any degree, diploma, fellowship, or other titles.

We have duly acknowledged all the sources of information that have been
used in the preparation of this project report. We understand that any
violation of the above will constitute academic misconduct and may result in
the cancellation of our project or disciplinary action as deemed appropriate
by the institution.
We express our sincere gratitude to our project guide and all those who
supported us during this project work.

Date:
Signature of the Student:
Shruti Gurung and Supraj Shrestha
125-2-2-00934-2021, 125-2-2-02537-2021

Southwestern School of Management and Technology

 ACKNOWLEDGEMENT

We would like to express our sincere gratitude to all those who supported us
throughout the completion of this project.
First and foremost, we are deeply thankful to our respected project
supervisor, Mr Krishna Bahadur Uchai, Lecturer at Southwestern School of
Management and Technology, for her constant guidance, encouragement, and
valuable suggestions during every stage of this project.
We would also like to thank all the faculty members of Southwestern School
of Management and Technology for providing us with the academic
knowledge and support that helped us complete this project successfully.
Our special thanks to the organizations and individuals who provided useful
information and shared their experiences, which played a vital role in
enriching the content of our project.
We are also thankful to our friends and classmates for their continuous help
and cooperation during our research work.
Last but not least, we would like to extend our heartfelt appreciation to our
families for their moral support, patience, and encouragement throughout the
entire process of this project.
Table of contents

Chapter Content Title

1 Introduction

2 Company Profile

3 Research Methodology

Data Analysis and

4
Interpretation

Summary, Findings,
5
Suggestions & Conclusion

Bibliography

Appendices
 🧾 Executive Summary
This report studies the consumer behavior towards Siddhartha Bank. The main
objective is to understand how customers feel, choose, and behave while using
the bank’s services. The research uses questionnaires to collect primary data,
along with some secondary data from websites and reports. The analysis shows
what customers like, what problems they face, and what improvements they
want. Based on findings, the report provides some suggestions to improve
customer satisfaction and build stronger relationships with consumers.

Chapter 1: Introduction

Background of the Study

Consumer behavior refers to how people decide to use bank services, what
influences their decisions, and how satisfied they are. In today's competitive
world, banks must understand their customers’ needs to grow. Siddhartha Bank
is one of the leading banks in Nepal, so understanding its customer behavior is
important.

Need for the Study

To understand what customers expect from Siddhartha Bank
To find reasons behind customer satisfaction or dissatisfaction
To help Siddhartha Bank improve its service quality

Objectives of the Study

To study the consumer behavior towards Siddhartha Bank
To analyze customer satisfaction levels
To identify factors that affect customer decisions
To provide suggestions for better service

Scope and Limitations

Focus is limited to selected branches and customers of Siddhartha Bank
Time and resources were limited
Only basic consumer behavior factors are studied

Structure of the Report

The report is divided into five main chapters including introduction, company
profile, methodology, data analysis, and conclusion.
 Chapter 2: Company Profile

Introduction to the Organization

Siddhartha Bank Limited (SBL) is a commercial bank in Nepal, established
in 2002.

History and Milestones

Established: 2002
Expanded nationwide network
Offers modern banking services like mobile and internet banking

Vision, Mission, and Objectives

Vision: To be the most preferred bank in Nepal
Mission: Provide reliable and innovative banking services
Objectives: Expand customer base, improve customer service,
promote digital banking

Organizational Structure
Head Office → Regional Offices → Branches → Departments (Customer
Service, Loans, IT, etc.)

Products/Services Offered
1.Savings and Current Accounts
2.Fixed Deposits
3.Loans (Home, Auto, Business)
4.Debit/Credit Cards
5.Mobile and Online Banking
Chapter 3: Research Methodology
Research Design
Descriptive research design used to describe customer behavior
and satisfaction.

Data Collection Methods

Primary Data: Questionnaire given to Siddhartha Bank staff.
Secondary Data: Bank website, financial reports, articles

Sampling Technique and Sample Size

Convenience sampling method used. Sample size: 50 customers
from different age groups and occupations.

Tools Used
Questionnaire with multiple choice and rating questions
Limitations of the Study
Time was short
Limited number of respondents
Results may not reflect all customers' opinions
 Chapter 4: Data Analysis and Interpretation
Presentation of Data

Here is the pie chart showing the Reasons for Choosing Siddhartha Bank based on sample
data:
40% of customers choose it for Convenient Location
30% for Good Customer Service
20% for Digital Services
10% due to Friend/Family Recommendation

Interpretation and Analysis of the Data Collected

Most customers prefer Siddhartha Bank for its location and digital services.
Young customers mostly use mobile banking.
Some customers feel that queue time at branches is long.

Key Findings
Customers are satisfied with online and ATM services
Some want faster counter services
Many customers are loyal and willing to recommend the bank
Chapter 5: Summary, Findings, Suggestions & Conclusion

Summary of Key Observations

Most customers are aware of digital services
People value service speed, staff behavior, and ATM availability

Major Findings
70% customers are satisfied
60% prefer digital banking
Few customers complained about waiting time

Suggestions/Recommendations
Improve customer service speed
Promote digital literacy for older customers
Provide more ATM locations in remote areas

Conclusion
Siddhartha Bank has been successful in satisfying customers, especially in digital
banking. However, improvements in physical branch services and better
communication can help improve overall customer experience.

📚 Bibliography (APA Format)

Siddhartha Bank Limited. (n.d.). Official Website. Retrieved from
https://www.siddharthabank.com
Maharjan, Pratima. Staff Interview (June 2025).
Nepal Rastra Bank. (2023). Banking and Financial Statistics Report. Retrieved
from https://www.nrb.org.np