Browsing by Author "Acharya, Binod"

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    Customer satisfaction with global system of mobile service quality (A case study of Nepal Telecom)
    (Department of Public Administration, 2017) Acharya, Binod
    Service quality and customer satisfaction are very important concepts that an organizations must understand if they are to grow business and revenues as well to remain competitive in the business environment. It is very important for companies to know how to measure these constructs from the customers’ perspective so as to understand their needs and satisfy them. Service quality is considered to be very critical to any modern business because it contributes higher customer satisfaction, profitability, reduced cost, improved customer loyalty and retention. The main purpose of this study is to assess customer satisfaction and service quality using SERVQUAL model with GSM Service of Nepal Telecom and its working environment. Other purposes include how customers perceive service quality; identify service quality dimensions that contribute to higher satisfaction, factors affecting customer satisfaction and measures to be taken to improve the level of customer satisfaction and GSM service quality of Nepal Telecom in the competitive industrial environment. A questionnaire was designed and distributed to respondents using a convenience as well as purposive sampling technique to GSM service customers of Nepal Telecom available in the different places of Kathmandu valley. The analysis done resulted that, the overall service quality perceived by customers was weak. Low level of perception regarding service quality means customers’ expectations exceeded perceptions. Among six major determining factors of GSM service quality for customer satisfaction as customer care service, service promotion information, network coverage, signal strength, tariff and availability of recharge cards or means of payment, the analysis of the respondents’ opinion revealed that Nepal Telecom’s performance was very weak in customer care and service promotion information followed by tariff, network coverage and network strength. As far as theory is concerned findings reveals that all the five dimensions and 22 items of SERVQUAL model resulted with negative gap scores in measuring service quality of GSM service quality. This study contributes to the already existing studies examining service quality in telecommunication companies using SERVQUAL model. It also provides empirical results that guide Nepal Telecom and other telecom companies on the corrective measures to enhance service quality and customer satisfaction as well as significant growth in business and revenues.
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    Socio-Economic Impact of Micro-Hydro Power Project (A Case Study of Modi Khola Hydropower Projecton Deupur VDC, Prabat District)
    (Faculty of Economics, 2014) Acharya, Binod
    The role of hydro power in economic development in the context of least developed country like Nepal can never be underestimated. The electricity generated from the hydro power plant is not only essential for industrial growth but is equally inevitable for human being. The main objective of the study is to evaluate the impact of the micro hydro power projects (MHPs) in rural development on socio-economic aspects through income and employmentgeneration, health and sanitation, education and information technology and suggest solution for sustainable development of MHPs. The present study has attempted to bring these aspects of the small hydro power projects into the limelight through the study of socio-economic impact of Modhi khola Hydro power Project in the overall sector of the study area. The construction of project was started from the year 1996 with the eco-financingof His Majesty's Government of Nepal and Nepal Electricity Authority. The Government of Republic of Korea has provided a loan assistance to cover part of the technical support, electro mechanical works and 132 kV transmission line constructions. The study has employed both primary and secondary sources for data collection. Under the primary source, the study has been based onquestionnaire, interview and direct observation of the project site and affected areas. Likewise, different reports and official publications regarding hydro power plants have been taken into consideration for the statistical data. The study found mixed socio-economic impact of the project on the project affected areas. Out of 48.08% population are still dependent on agriculture forlivelihood. The study further finds out that the population has not completely substituting electricity for firewood. After the installation of MHP 27 small industries were installed in study where around 55 villagers have partially/fully x involved in job. In the study area 76.92% student's performance at school is improved after MHP installation because children have been studying at the night time using electricity. People are suffering from asthma, bronchitis, eye infection and heart diseases due to indoor air pollution. Hydroelectricity has a prominent role in reduce indoor air pollution by decreasing the use of fire wood and kerosene. Electricity from a micro hydro plant makes it possible to use over head projectors, computers, TV, radio, refrigerator, washing machine,chargeable battery, mobile and internet. This increases the living standard of the people in the study area. To sum up, installation of small hydro power projects like Modhi khola hydro power is significant from several angles like, to fulfill national demand for electricity, protect environment, uplift living standard of rural people.