The First Generation Consultancy and Migration in Nepal stands out as a company with a strong

customer orientation, particularly in the field of student visa assistance, IELTS, PTE classes, and

related services. The company exhibits a client-centric approach by placing the needs and

concerns of its customers at the forefront of its operations. Firstly, The First Generation

Consultancy invests in building strong relationships with its clients by offering personalized

consultation sessions. The company understands the unique circumstances of each student and

shapes its services accordingly, ensuring that the guidance provided aligns with individual

academic and immigration goals.

Moreover, the company demonstrates its commitment to customer satisfaction through

comprehensive support services. The First Generation Consultancy not only helps in the visa

application process but also extends its assistance to students preparing for language proficiency

exams such as IELTS and PTE. The inclusion of these services indicates a all-inclusive approach

to customer support, acknowledging that success in obtaining a student visa is intertwined with

language proficiency. By offering a range of services that provide to various aspects of the

student's journey, The First Generation Consultancy showcases a robust customer orientation

that goes beyond transactional interactions to foster long-term partnerships with its clients. This

customer-centric approach contributes to the company's positive reputation and success in the

consultancy and migration industry in Nepal (First Generation Consultancy Pvt. Ltd, 2024).

Qs 1

The success of The First Generation Consultancy and Migration in Nepal can be attributed to

several specific marketing strategies that showcase its commitment to customer satisfaction.

Firstly, the company employs targeted and informative digital marketing campaigns to reach its

audience effectively. Through a well-maintained website and active presence on social media
platforms, the consultancy ensures that potential clients have easy access to information

regarding their services, visa processes, and language proficiency programs. This transparent and

accessible approach builds trust with customers, as they can make informed decisions based on

the readily available information (Khadka, 2019).

Additionally, The First Generation Consultancy invests in building a positive online reputation.

The company encourages satisfied clients to share their success stories and testimonials on

various online platforms. Leveraging positive customer reviews not only enhances the company's

credibility but also serves as a powerful word-of-mouth marketing tool. Potential clients are

more likely to choose a consultancy with a proven track record of successful outcomes, and the

positive online presence contributes significantly to the company's success in attracting and

retaining customers. By combining targeted digital marketing efforts with a strong emphasis on

positive customer experiences, The First Generation Consultancy establishes itself as a

trustworthy and customer-oriented brand in the competitive field of consultancy and migration

services.

Qs 2

Rastriya Banijya Bank is struggling with poor customer orientation due to outdated or inefficient

communication channels. The bank fails to embrace modern digital platforms for customer

interactions, such as proper online banking, mobile apps, or responsive customer service through

various communication channels, it result in a negative customer experience. A lack of user-

friendly interfaces, delayed response times, or inadequate support for customer queries

contribute to frustration and dissatisfaction among clients.

Moreover, a lack of personalized services and a failure to understand and address individual

customer needs could further contribute to poor customer orientation. The Rastriya Banijya Bank
employs generic, one-size-fits-all marketing approaches without considering the diverse financial

needs of its customer base, it results in a disconnect between the services offered and the actual

requirements of its clients. Effective customer orientation involves tailoring services,

communication, and marketing efforts to meet the unique preferences and needs of the customer

base, fostering a sense of satisfaction and loyalty (Panthi et al., 2021).

The consequences of poor customer orientation for Rastriya Banijya Bank is severe and

multifaceted. Firstly, it lead to customer dissatisfaction and a decline in customer loyalty.

Clients, frustrated by outdated communication channels, lack of personalization, and inadequate

customer support, may seek alternative banking solutions that better align with their expectations

for modern, customer-centric services. This, in turn, result in a loss of revenue for the bank

(Panthi et al., 2021).

Furthermore, negative word-of-mouth can spread rapidly in the age of social media, amplifying

the impact of dissatisfied customers. The reputation of Rastriya Banijya Bank may suffer,

making it challenging to attract new customers and regain the trust of those who have left. In the

long run, a poor customer orientation strategy can erode the bank's competitive advantage, hinder

its ability to adapt to changing market dynamics, and lead to a diminished standing in the

banking industry. To mitigate these consequences, a strategic shift towards customer-centric

practices and improved communication channels is essential for Rastriya Banijya Bank to

enhance customer satisfaction and maintain a positive brand image.

Qs. 3

Consumers often exhibit a blend of rational and irrational decision-making processes. From a

rational perspective, economic theory assumes that individuals aim to maximize utility and make

choices that optimize their well-being. Rational decision-making involves a systematic

selecting the option that offers the highest utility. However, this idealized model doesn't always

align with real-world behavior.

In reality, cognitive biases, emotional factors, and social influences can introduce elements of

irrationality into decision-making. Behavioral economics highlights instances where individuals

deviate from strict rationality due to factors like loss aversion, overconfidence, and the influence

of social norms. Emotions, such as fear or excitement, can significantly impact choices, leading

consumers to make decisions that may not align with a purely rational utility-maximizing model

(Yang & Carmon, 2010). Recognizing this interplay between rational and irrational factors

provides a more comprehensive understanding of how consumers navigate choices in a complex

and dynamic environment.

Qs. 4

One example highlighting the interplay of rational and irrational elements in consumer decision-

making is the concept of loss aversion. According to behavioral economics, individuals tend to

place more significance on avoiding losses than on acquiring equivalent gains. This inherent bias

can lead consumers to make decisions that appear irrational from a strictly utilitarian standpoint.

For instance, in the context of financial investments, individuals might be unwilling to sell a

losing stock even when presented with logical evidence that doing so would be financially

advantageous. This reluctance to realize a loss is driven by the emotional impact of loss aversion,

illustrating how emotions can override purely rational considerations.

Another example involves the influence of social norms and peer pressure on consumer choices.

While rational decision-making suggests that individuals should base their decisions solely on

objective criteria, the reality is that social influences often play a significant role. Consumers
may choose products or adopt behaviors based on what is perceived as socially acceptable or

trendy, even if these choices don't align with a strict rational analysis of utility (Yang & Carmon,

2010). For instance, the popularity of certain fashion trends or the adoption of specific

technologies can be attributed to social factors rather than a purely rational evaluation of the

product's functionality or benefits. This demonstrates how the interplay between rational and

irrational elements is a fundamental aspect of consumer decision-making.

References

First Generation Consultancy Pvt. Ltd. (2024). https://firstgenerationconsultancy.com/

Khadka, D. (2019). Effective digital marketing strategies to improve competitive advantage and

lead generation of education. . .

ResearchGate. https://www.researchgate.net/publication/335137647_Effective_Digital_Marketin

g_Strategies_to_Improve_Competitive_Advantage_and_Lead_Generation_of_Education_Consul

tancies_in_Nepal_A_Mixed_Method_Study

Panthi, R., Dahal, S., & Thapa, S. K. (2021). Performance of Rastriya Banijya Bank Limited in

Nepal. Saudi Journal of Economics and Finance, 5(2), 43–

50. https://doi.org/10.36348/sjef.2021.v05i02.002

Yang, H., & Carmon, Z. (2010). Consumer decision making. Wiley International Encyclopedia

of Marketing. https://doi.org/10.1002/9781444316568.wiem03042