CUSTOMER SATISFACTION IN NEPALESE TELECOMMUNICATION SECTOR
Date
2024
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Shanker Dev Campus
Abstract
The study is titled “Customer satisfaction in the telecommunication sector of Nepal”.
The objective of this study is to evaluate the impact of service quality on customer
satisfaction provided by Nepal Telecom and customer satisfaction regarding security
and privacy risks of Nepal Telecom, and at the same time Analyze customer
satisfaction based on the level of reliability provided and the perceived value for
customer satisfaction in telecommunications in Nepal. The study was conducted
based on descriptive and causal research design. To generate primary data, a survey
research design was adopted in the study. This study is based on actual sampling of
different sections of society for the study with reference to actual sampling
techniques taking into account gender, age groups and addressing the main factor by
selecting few at least 400 samples among telecommunication service users. Among
them, 384 people responded (inside Kathmandu valley) to the questionnaire. The
results also show that all factors have a close relationship with customer satisfaction.
Relationships with colleagues, workload pressure and the role of ambiguity showed
stronger effects and support than the management dimension in particular customer
satisfaction. This in no way diminishes the importance of transformational leadership
as a contributor to customer satisfaction. The present study found no support for the
relationship between relationships with co-workers, workload pressure, and the role of
ambiguity and employee customer satisfaction. This result is not surprising, because it
is reasonable to assume that employees will feel dissatisfied when leaders focus only
on failures and neglect to quickly solve their problems. Senior management in the
telecommunications sector can use this knowledge to continue to motivate and
encourage employees, thereby helping to improve customer satisfaction within the
organization.