CUSTOMER SATISFACTION ON WORLDLINK INTERNET SERVICE IN JHAPA, NEPAL
Date
2024
Authors
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Publisher
Shanker Dev Campus
Abstract
For a long time Customer satisfaction has been considered important factor for measuring Value of service on world link internet service of Jhapa, Nepal. However, research on customer satisfaction has been relatively narrowed in scope and frequently failed to link with value of service. This study sought to establish the relationship between satisfaction of users and value of service provided by world link internet around Jhapa district. The study was based on descriptive survey design. The target population consisted of customers of world link internet users residing in Jhapa district only. The study sample was selected through convenience random sampling technique. A sample of 500 respondents was picked for the study in which 407 respondents’ response. A questionnaire was used to collect data.
Data was analyzed using descriptive and inferential statistics and the results presented in tables. In this study, Schemes and packages, Connection satisfaction, Consistency Connection, Speed Satisfaction, Customer Response, price satisfaction, Promotional advertisement, Friendly Response, Brand loyalty, Effective communication, corporate social responsibility, Network and coverage, and overall satisfaction are taken as independent variables and value of service is taken as dependent variable. As per the correlation analysis done in the study concludes that the customer satisfaction has moderate correlation with schemes and packages and consistency of connection. Also, Price, Promotional Advertisement, Friendly response, Effective Communication, Corporate social response and overall satisfaction has small but definite relation with the dependent variable Value of service as customer satisfaction of world link internet service.
By this study upon testing the hypothesis at the level of p value 0.05, the result shows the insignificant relationship between Schemes and packages, Connection satisfaction, Consistency Connection, Speed Satisfaction, Customer Response, price satisfaction, Friendly Response, Effective communication, corporate social responsibility, Network and coverage, and overall satisfaction and value of service. Similarly, it shows the significant relationship between Promotional advertisement, and Brand Loyalty with value of service. . Based on the findings, it is recommended that world link internet should provide different schemes and packages of internet service to increase customer satisfaction as value of service.