CUSTOMER SATISFACTION IN NEPALESE TELECOMMUNICATION SECTOR
| dc.contributor.advisor | Asso. Prof. Dr. Kapil Khanal | |
| dc.contributor.author | Saraswoti Parajuli | |
| dc.date.accessioned | 2025-04-18T02:48:32Z | |
| dc.date.available | 2025-04-18T02:48:32Z | |
| dc.date.issued | 2024 | |
| dc.description.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. | |
| dc.identifier.uri | https://hdl.handle.net/20.500.14540/24800 | |
| dc.language.iso | en_US | |
| dc.publisher | Shanker Dev Campus | |
| dc.title | CUSTOMER SATISFACTION IN NEPALESE TELECOMMUNICATION SECTOR | |
| dc.type | Thesis | |
| local.academic.level | Masters | |
| local.affiliatedinstitute.title | Shanker Dev Campus | |
| local.institute.title | Faculty of Management |