Professional Documents
Culture Documents
In Mobile Telecommunications
Industry of Nepal
By
Ayush Man Tamrakar
A011935-10
June, 2014
Declaration
I, the undersigned declare that this research project is a result of my study carried out
in the year 2014. It has not been previously submitted to any other university or any
other examinations.
Signature
Acknowledgement
I would like to express my gratitude to all those who gave me the opportunity to
explore and complete this research study. First and foremost, I would like to thank
Kathmandu University School of Management (KUSOM) for providing this excellent
research opportunity to the students of undergraduate Bachelors in Business
Administration (BBA) program.
I express my special gratitude to my academic supervisor, Mr. Madhu Sudan Gautam.
It was his encouragement, patience, and valuable feedback that enabled me to
complete this work. I am also deeply indebted to my research supervisor, Ritesh
Kumar Thakur. The support that he provided motivated me to think more broadly
about the associated concepts and constructs, and helped expand my understanding of
research as a discipline. Invaluable discussions we held stimulated my enthusiasm and
imagination in the research process.
I would also like to give my sincere gratitude to Ms. Jashmina Pradhananga and all
my friends and colleagues who supported me with the information required to
complete this research effectively. Likewise, I thank all the respondents who filled in
the survey, without which this research would be incomplete.
This project would not have been possible without the kind support and help of many
individuals. I would like to extend my sincere thanks to all of them.
ii
Executive Summary
In the present customer driven market, the concept of customer satisfaction is
regarded as a fundamental marketing concept in any kind of business. Previously, it
used to be an unpopular and overlooked concept; and business houses and companies
were hind-sighted with the motive to widen the customer base than to retain the
existing customers. However, today the same business houses and companies have
begun to shift their focus on incorporating customer relationship management to
sustain their business. With the inclusion of customer relationship management as an
independent unit in the organization structure, the businesses have encompassed the
responsibility of delivering customer satisfaction in their priority zone. The need of
this customer relationship management and the fulfillment of the expectations of the
customers cannot be neglected in the mobile telecommunications industry.
With the on-going modernization and in the age of information, the students,
especially those pursuing their higher level studies are one of the most dominant
customers in the mobile telecommunication industry from the social as well as the
economic facets. The students of age group 16 to 35 are the most aware and well
informed generation in the society. With the quick access to information about the
mobile telecommunications service around the world and high expectations from the
service providers, these students have a mixture of perceptions about the services
provided by the mobile telecommunication sector in Nepal. This diverse nature of
perception held by the students is the reason behind this investigation on the influence
of socio-economic and service factors on the satisfaction level of students.
This research follows the definition of customer satisfaction as an experience-based
assessment of the customer through the difference in his/her own anticipations
iii
regarding the overall functionality of the services and fulfillment of the service
obtained from the seller. The researchs antecedents, which refer to the cause
elements, include buyer requirements and anticipations, service quality, observed
assessment, internal fulfillment and complaint administration.
This research study was conducted by administering 150 questionnaires to students of
age group 16 to 35 pursuing higher secondary level in various disciplines, bachelors
level, masters level and above in Kathmandu through the online social media sources.
The questionnaire survey administered to the respondents was divided into two
sections. Section I includes questions on socioeconomic factors; and section II covers
questions on service features, service performance and overall customer care.
From the results obtained from the research, it was revealed that 55% of the
respondents are satisfied and 8% of the respondents are highly satisfied with the
mobile telecommunications industry of Nepal. The findings showed that the grouping
of the mobile service features exhibited a moderate relationship with satisfaction
while the socioeconomic variables demonstrated a very weak relationship.
Based on the findings of this research, the implication that can be drawn for mobile
service providers is that, there is a need to improve and customize their services in
order to achieve higher level of customer satisfaction. It can be affirmed that through
the enhancement of the features of the mobile telecommunication services, the level
of customer satisfaction can be increased effectively. Along with this, the mobile
service providers must create segments in the market to formulate plans and policies
to fulfill the requirements of its demographically diversified customers and enhance
the level of customer satisfaction through customization and better service quality.
iv
Table of Contents
Declaration ...................................................................................................................... i
Acknowledgement .........................................................................................................ii
Executive Summary ..................................................................................................... iii
Table of Contents ........................................................................................................... v
List of Tables ...............................................................................................................vii
List of Figures ............................................................................................................ viii
List of Acronyms .......................................................................................................... ix
Chapter I: Introduction ................................................................................................... 1
1.1.
1.2.
1.3.
1.4.
3.4.
Operational Definition................................................................................... 16
vi
List of Tables
vii
List of Figures
Figure 1: Conceptual Framework of the Research ...................................................... 15
Figure 2: Pie Chart of Weekly Allowances ................................................................. 18
Figure 3: Pie Chart of Weekly Expenses ..................................................................... 19
Figure 4: Pie Chart Representation of Weekly Mobile Services Expenses ................. 20
Figure 5: Pie Chart Representation of Mobile Service Providers ................................ 21
Figure 6: Pie Chart Representation of Overall Customer Satisfaction ........................ 22
viii
List of Acronyms
BBA
BS
Bikram Sambat
CS
Customer Satisfaction
Dissatisfied
GSM
KCM
KUSOM
NDCL
NO
No Opinion
NTC
Satisfied
SMS
SPSS
UTL
VD
Very Dissatisfied
VS
Very Satisfied
ix
Chapter I: Introduction
1.1.
The mobile telecommunication industry is one of the thriving service industries of the
modern day world. With the up-surging importance of information in the day to day
activities, this industry is also expanding swiftly. With this swift change, the mobile
telecommunication service providers are able to provide the customers with new
advanced features and updated technology at reasonable prices. The ever growing
needs of customers have compelled the companies to go for the search of possible
developments that can be undertaken and focus on the concept of customer
satisfaction, since this is the key to maintain stability in the industry in terms of
market share.
The Global System of Mobile Communications (GSM) is a second-generation digital
technology, which was initially incorporated in Europe and in less than ten years after
its launch, it developed into worlds leading and fastest growing mobile standard
(GSM Association , 2006).
In Nepal, operation of telecommunication service dates back to B.S. 1970. However,
telecommunication service was formally provided mainly after the establishment of
Mohan Akashwani in B.S. 2005. (Telecom, Brief Introduction, 2014). After serving
the nation for 29 years, Nepal Telecommunication Corporation got transformed into
Nepal Doorsanchar Company Limited (NDCL) starting Baisakh 1, 2061. NDCL is a
state owned company registered under the Companies Act 2053 with 85%
government share. However, the company is popularly known to the general public by
the brand name Nepal Telecom (NT) as a registered trademark (Telecom, Brief
Introduction, 2014). Ncell (previously Mero Mobile) broke the monopoly held by the
state-owned Nepal Telecom, by building a new arena in mobile telephony services.
Despite the economic and social benefits of the mobile telecommunications to the
economy and the market of Nepal, there is not much research prospect in this sector,
unlike the developed countries, due to the lack of appropriate information. However,
it is possible that the mobile operators may have conducted satisfaction surveys and
other marketing research. Even so, the interaction with the mobile service providers
for any additional insight yielded no new information than that available in the
internet.
This absence of specific investigation in the mobile telecommunications sector may
have stopped it from creating the pool of information beneficial for its growth. The
measurement of customer satisfaction level addresses both users and public interests.
Such studies if carried out can assist in economic and social development (Turel,
2006). Therefore, there is necessity to gain more understanding in the area of
customer satisfaction.
1.2.
Problem Statement
1.3.
1.4.
This research was conducted to find out the customer satisfaction level of students of
Kathmandu from age group 16 to 35 in the telecommunications industry of Nepal.
The research is outlined in five chapters.
Chapter I starts with the introduction of the research topic including the problem
statement of the research along with the research objectives and the research
questions. This chapter describes the rationale of the research.
Chapter II intends to provide the literature review related to the topic. This section
tries to relate different concepts and ideas related to the research from different
perspective. It includes how researches have been conducted as well as what previous
researches elicit.
Chapter III describes about the research methodology and strategy used to fulfill the
research objectives. It contains the theoretical framework as the foundation for the
research as well as includes the description of the collection and analysis tools along
with justification of the sample chosen for the data collection.
Chapter IV sets analysis of the data collection from the field to be used for the
findings in the research. It covers quantitative and qualitative data analysis method for
the research analysis.
Chapter V includes the findings of the research from the primary and secondary data.
It also includes the reasons for the outcomes seen as well the implications that can be
observed by those situations and further sets the base for other researches. Latter part
of the research contains references and the appendices for additional perusal.
Customer delivered value is the variance between overall customer value and overall
customer cost. Further, total customer value refers to the bundle of benefits customers
expect from a given product or service. And, total customer cost refers to the bundle
of costs customers expect to incur while evaluating, using and disposing of the
products and services (Kotler, 2000).
Total customer value includes four sources: product value, service value, and personal
value along with image value. Whereas, total customer cost includes monetary cost,
time cost and energy cost along with psychic cost (Kotler, 2000).
Satisfaction is a persons feeling of liking or frustration that results from comparing
the actual performance of a product or service to its expectations from an overall point
of view. Similarly, buyers form their expectations from past buying experience,
advice from friends and associates; and information from marketers and competitor.
(Kotler, 2000).
2.1. Definitions
As cited by Gekara in Measurement of Consumer Satisfaction during Post Merger
Period, the perception of customer satisfaction has been presented in two preliminary
definitional approaches: as a process and as a consequence of a consumption
experience. (Gekara, 2011)
As a process, customer satisfaction, is referred as an assessment between what was
received and what was expected. This emphasizes the perceptual, evaluative and
psychological processes which makes a contribution to customer satisfaction.
(Gekara, 2011)
2.2. Antecedents
As cited by Ode Egena, customer satisfaction is preceded by numerous causes and
these causes strongly impacts the degree of customer satisfaction. (Customer
Satisfaction in Mobile Telephony, 2013) The antecedents are:
Perceived Value
Perceived value, in simple, is the anticipated benefit which is derived from the
customers perception regarding the product and service. The customers perceived
value is derived from the tangible, psychological and social benefits. Since, the
demand for a product is affected by the above benefits, the perceived value is taken
into consideration when determining the feasibility of the prices (Customer Perceived
Value, 2014).
Complaint Management
Handling complaints, a satisfactory business practice can assure excellent customer
service in a company. Complaint management is the course of how organizations
handle, manage, respond to and report customer objections in the moment of
confusion and need of assistance. (What Is a Complaint Management System?, 2014).
Internal Satisfaction
Internal satisfaction is a phenomenon related to customers emotion and attitude
rather than objective measurement of satisfaction. A customer who is satisfied with a
purchased product or service hired will make regular payments; these regular
payments improve the cash flow of the business. Thus, customers who are highly
satisfied will purchase more and benefit the companys brand image. (Total Quality
Management, 2008).
This literature review elaborates the significance of the research study to make a clear
understanding of service performance assessment by customers. The service
performance is based on their past involvements, benefits acquired, level of service
superiority and treatment of complaints and queries. Through the investigation of
quality of network, billing, period of validity and customer care support of the
telecommunication industry of Nepal, the customer satisfaction of students of
Kathmandu with the mobile telecommunication services will be measured.
10
11
13
for answers were very satisfied, satisfied, no opinion, dissatisfied and very
dissatisfied. For referral, the questionnaire survey form is placed at Appendix 1.
3.3.
Conceptual Framework
14
Weekly Allowances
Network Availability
Billing
Weekly Expenses
Customer
Period of Validity
Satisfaction
Weekly Recharge on
Customer Care
Mobile Services
Source: (Samuel, Customer Satisfaction in Mobile Telecommunications Industry in Nigeria, 2006)
Figure 1: Conceptual Framework of the Research
Similarly, Figure 1 illustrates the purpose of this research to explore the level of
customer satisfaction of students of age group 16 to 35 with the factors of mobile
telecommunications industry of Nepal and socioeconomic factors.
The theoretical framework used in this research is similar to the research study
conducted
by
Samuel
Eniola
on
15
Customer
Satisfaction
in
Mobile
3.4.
Operational Definition
16
17
Figure 2 represents the fact that the majority of the sample have weekly allowances
from Rs. 101 to Rs. 1000 cumulatively holding 65% of the total sample. In contrast
only 3% of the samples have weekly allowances below 3%.
This result states that most of the students of Kathmandu from age group 16 to 35
receive weekly allowances from Rs. 101 to Rs. 1000.
18
Weekly Expenses
Rs. 5001 and
above
Rs. 2001 to Rs.
9%
5000 per week
9%
Figure 3 represents the fact that the majority of the sample have weekly expense of
Rs. 101 to Rs. 1000 cumulatively holding 65% of the total sample. In contrast only
3% of the samples have weekly expenses below 3%.
This result states that most of the students of Kathmandu from age group 16 to 35
spend weekly expenses from Rs. 101 to Rs. 1000.
19
Rs. 500
14%
Rs. 10
10%
Rs. 50
23%
Rs. 200
22%
Rs. 100
27%
Figure 4 represents the fact that 27% of the sample spends Rs. 100 on mobile
services. Similarly, other 22% and 23% of the sample spend Rs. 200 and Rs. 50
respectively on the weekly mobile services consumption.
This result states that most of the students of Kathmandu from age group 16 to 35
spend Rs. 50 to Rs. 200 on weekly mobile recharge.
20
Ncell
25%
Nepal
Telecom
70%
Figure 5 interprets the information regarding the current preference of the mobile
service providers in Nepal. The students from age group 16 to 35 of Nepal are mostly
users of Nepal Telecom which constitutes over 70% of the sample. Similarly the
students have given the secondary preference to NCell. In contrast, UTL and
SmartCell constitute a very less percentage of the total sample, cumulatively only 5%.
This result states that most of the students of Kathmandu from age 16 to 35 prefer
Nepal Telecom as their mobile service providers.
21
Very
Dissatisfied
3%
Dissatisfied
21%
No Opinion
13%
Satisfied
55%
The pie-chart, in Figure 6, represents the results of the analysis of the students
customer satisfaction with the mobile telecommunications services in a frequency
distribution.
This result interprets the fact that 55% of the respondents are satisfied, and 8% very
satisfied with the mobile telecommunications services in Nepal. Hence, it answers the
question of this research that students were satisfied with the mobile
telecommunication sector of Nepal. This score is highly above average because it
resembles a mobile telecommunication sector that is in a developing phase.
22
The interpretation of this result might be that students of Kathmandu are certainly
satisfied with the mobile service performance and its impact. The result presented that
customers are satisfied with their experiences of consumption of the mobile
telecommunication services.
This satisfaction degree might also result from lack of strong opponent companies that
the customers can compare services with. It might be also due to the fact that
respondents are in a way new to satisfaction measurement and they may not have
been able to express their perceptions accurately. Thus, there is need for continuous
measurement of customer satisfaction to accurately record the customers perceptions
of the mobile telecommunication services.
This result validates the fact that the students of Kathmandu are certainly satisfied
with the performance mobile telecommunication industry of Nepal. This degree of
satisfaction must have resulted due the presence of very less number of
telecommunication service providers in Nepal; these service providers are few in
number, and the price competition is at a stagnant phase. Due to this reason,
customers have to accept whatever they are being offered and are not yet susceptible
to new developments and technology in telecommunications sector. Another reason
might be that students are not able to express their perception well in terms of the
variables.
23
Satisfaction
Total
V.D.
N.O
V.S.
23
41
14
33
56
17
10
14
17
Total
31
19
83
12
150
W. Allowance
Table 1 represents the cross tabulated data of the weekly allowance and customer
satisfaction encountered by the respondents. The highest numbers of respondents,
which add to 33 and who received Rs. 501 to Rs. 1000 per week, were satisfied with
the mobile services. Similarly, the respondents were rarely very dissatisfied with the
mobile services despite of their differences in allowances. However, the respondents
receiving Rs. 5000 and above as allowance were very satisfied and 8 in number.
24
Satisfaction
Total
W.
Expense
V.D.
N.O
V.S.
30
48
14
28
50
11
22
13
13
31
19
83
12
150
Total
Table 2 represents the cross tabulated data of the weekly expenses and customer
satisfaction encountered by the respondents. The highest numbers of respondent is 58,
who spent Rs.101 to Rs. 1000 per week were satisfied with the mobile services.
Similarly, the respondents were rarely very dissatisfied with the mobile services
despite of their differences in expenses. However, the respondents spending Rs. 5000
and above and who are both satisfied and very satisfied are 11 in number.
25
Satisfaction
V.D.
W. Recharge
N.O
Total
S
V.S.
Rs. 10
16
Rs. 50
11
16
34
Rs. 100
27
40
Rs. 200
16
33
Rs. 500
13
21
Rs. 1000
31
19
83
12
150
Total
Table 3 represents the cross tabulated data of the weekly mobile expenses and
customer satisfaction encountered by the respondents. The highest numbers of
respondents, who spent Rs.50 to Rs. 200 per week and were satisfied with the mobile
services, add to 59. Similarly, the respondents were rarely very dissatisfied with the
mobile services despite of their differences in expenses. However, the respondents
spending Rs. 10 as mobile expenses were very satisfied and 7 in number.
26
M. Operators
Total
V.D.
N.O
Nepal Telecom
25
16
58
105
Ncell
25
38
UTL
Smart Cell
31
19
83
12
150
Total
V.S.
Table 4 represents the cross tabulated data between users of mobile services with their
level of satisfaction. The table represents that 58 of the respondents using NTC as
their mobile service providers were satisfied while 16 had no opinion and 25
expressed dissatisfaction. Similarly, 25 users of Ncell among the respondents were
satisfied with its service.
27
Model Summary
Model
.593a
R Square
Adjusted R Square
.351
.347
28
Coefficients
Model
Unstandardized Coefficients
B
(Constant)
Network
Std. Error
1.677
.208
.545
.061
Standardized
Coefficients
Beta
.593
Sig.
P Value
8.067
.000
8.956
.000
29
Model Summary
Model
R Square
.431a
Adjusted R Square
.186
.180
.917
Coefficients
Model
Unstandardized Coefficients
B
(Constant)
Billing
Std. Error
2.299
.210
.371
.064
Standardized
Coefficients
Beta
.431
Sig.
P Value
10.938
.000
5.813
.000
offered by the mobile telecommunications service providers is very less and the
expiry date is stipulated in every schemes.
Table 7: Result of Regression between Customer Satisfaction and Validity
Model Summary
Model
.377a
R Square
Adjusted R Square
.142
.136
.942
Coefficients
Model
Unstandardized Coefficients
B
(Constant)
Validity
Std. Error
2.183
.265
.352
.071
Standardized
Coefficients
Beta
.377
Sig.
P Value
8.226
.000
4.947
.000
31
The result determines that there is a moderately weak relationship between customer
care and customer satisfaction. The inference of this result is that customer care
service has negligible significance over mobile services features in Nepal. The reason
for this might be due to the fact that mobile service providers in Nepal do not offer
good customer relationship management and the complaint handling is very tiresome
and requires a long time.
Table 8: Result of Regression between Customer Satisfaction and Customer Care
Model Summary
Model
.451a
R Square
Adjusted R Square
.204
.198
.907
Coefficients
Model
Unstandardized Coefficients
B
(Constant)
Customer Care
Std. Error
2.190
.216
.406
.066
32
Standardized
Coefficients
Beta
.451
Sig.
P Value
10.124
.000
6.150
.000
Model Summary
Model
.676a
R Square
Adjusted R Square
.457
.442
33
Coefficients
Model
Unstandardized Coefficients
B
Std. Error
Standardized Coefficients
P Value
Beta
(Constant)
.716
.269
Network
.356
.071
Billing
.121
Validity
Customer Care
Sig.
2.664
.009
.388
5.042
.000
.063
.141
1.938
.055
.160
.061
.171
2.604
.010
.203
.061
.226
3.328
.001
34
These findings reveal that there is a very weak relationship between weekly allowance
and customer satisfaction and hence, the interpretation of the result is that weekly
allowance has an insignificant impact on customer satisfaction. The reason for this
might be due to the fact that students receive limited allowance and would rather
spend it more on other consumptions rather than mobile services, and thus are
dissatisfied.
Table 10: Result of Regression between Customer Satisfaction and Allowance
Model Summary
Model
.104a
R Square
Adjusted R Square
.011
.004
1.011
Coefficients
Model
Unstandardized Coefficients
B
(Constant)
W. Allowance
Std. Error
3.184
.218
.078
.061
Standardized
Coefficients
Beta
.104
Sig.
P Value
14.606
.000
1.268
.207
35
0.05. Similarly, customer satisfaction is expected to increase by .140 when the weekly
expense increases by one.
The result demonstrates that there is a weak relationship between weekly expense and
customer satisfaction. This means that weekly expense has negligible influence on
customer satisfaction. The reason for this might be due to the fact that students in
Nepal, put less emphasis on consumption of mobile services although they spend high
amount of money on other personal services.
Table 11: Result of Regression between Customer Satisfaction and Expenses
Model Summary
Model
.140a
R Square
Adjusted R Square
.020
.013
1.007
Coefficients
Model
Unstandardized Coefficients
B
Std. Error
(Constant)
3.087
.221
W. Expense
.110
.064
36
Standardized
Coefficients
Beta
.140
Sig.
P Value
13.994
.000
1.724
.087
Model Summary
Model
.169a
R Square
Adjusted R Square
.029
.022
37
Coefficients
Model
Unstandardized Coefficients
B
Std. Error
(Constant)
3.837
.207
W. Recharge
-.124
.059
38
Standardized
Coefficients
Beta
-.169
Sig.
P Value
18.524
.000
-2.085
.039
39
Among the mobile service features that were identified to have impact on the level of
customer satisfaction, quality of the network demonstrated to have highest impact
amongst others. In contrast, billing, customer care and period of validity showed
relatively weak influence on customer satisfaction. The results indicate that the four
features of mobile service have low significance on the level of customer satisfaction.
The results, thus, validated that customer satisfaction level varied among diverse
socioeconomic groups. For this very reason, mobile service providers need to
improve, better comprehend these market fragments and customize their services as
much as possible to meet the expectations of the diverse socioeconomic groups in
order to take maximum advantage out of customer satisfaction which in turn can help
retain customers and induce a sense of loyalty among them.
5.2. Discussions
From the research findings, we could make number of inferences regarding the
various results that the research has concluded. Firstly, the reason for the customers
being satisfied with their mobile telecommunications service providers could be that
the students of Kathmandu were in fact pleased with the service performance or it
could be because of the lack of availability of alternative service providers in the
industry.
Secondly, the low level of satisfaction among the students who received less than Rs.
500 could be because of the less talk time and recharge cards they could purchase
with that amount of money given that they had to spend it on other weekly
expenditures. Thirdly, the high satisfaction level among the students who spent Rs.
100 to Rs. 1000 as their weekly expense could be because of the belief and
contentment that the service they were being provided was worth the amount they
40
were paying. The same reason could be inferred for the high level of satisfaction
among the students who recharged their mobile accounts with Rs. 50 to Rs. 200.
Moreover, the reason for the quality of the network being considered as the most
significant determinant for customer satisfaction could be because customers do not
want their calls to be interrupted in between, sought for clarity during calls and prefer
service that has wide network coverage. The other mobile service features do not
seem to have much influence on customer satisfaction as much as quality of the
network. Today, in the age of technology, people prefer internet to mobile services for
communication purpose as it is cheaper and billing has become easier through online
payment systems. Also validity period do not seem to have positive impact on
customers as the prepaid cards have short validity periods with expiry dates. Lastly,
talking about the customer care, the reason for this feature having low impact could
be that not only mobile telecommunications industry but even other industries do not
have proper, quick and effective customer care services; so people tend to neglect this
aspect.
Overall, the changing structure of Nepalese society and advancement in internet and
telecommunications services could be considered as the reasons for the low level of
satisfaction among the customers of mobile telecommunications industry.
5.3. Implications
Mostly, the inference of this research study for mobile service providers is that the
mobile operators must not just rely on profit margins for a good indicator of business
outcomes. They should, rather, develop strategies that better capture students
expectations of their service offerings. Such strategies help businesses to match their
41
42
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44
Appendix
Appendix 1: Questionnaire Format
1. What is your average weekly allowance?
The amount of money you either receive from your parents as pocket money or you
earn as income.
o Below Rs. 100 per week
o Rs. 101 to Rs. 500 per week
o Rs. 501 to Rs. 1000 per week
o Rs. 1001 to Rs. 2000 per week
o Rs. 2001 to Rs. 5000 per week
o Rs. 5001 and above
2. What is your weekly average expense?
The amount of money you spend on a personal basis on average. Example: Money
spent in restaurants, movies, games, hangouts, fuel expenses and other daily personal
expenses.
o Below Rs. 100 per week
o Rs. 101 to Rs. 500 per week
o Rs. 501 to Rs. 1000 per week
o Rs. 1001 to Rs. 2000 per week
o Rs. 2001 to Rs. 5000 per week
o Rs. 5001 and above
3. How much do you spend on weekly on the recharge of mobile
telecommunications?
This refers to the average amount of balance you recharge every week.
o Rs. 10
o Rs. 50
o Rs. 100
o Rs. 200
o Rs. 500
45
o Rs. 1000
o Rs. 2000 and above
4. Which of the mobile service providers do you subscribe to
o Nepal Telecom
o NCell
o UTL
o SmartCell
5. Are you satisfied with the QUALITY OF THE NETWORK of the service
provider?
Quality of the network refers to the call quality as perceived by customers and
includes; call clarity when calling and receiving and the coverage.
o Very Satisfied
o Satisfied
o No Opinion
o Dissatisfied
o Very Dissatisfied
6. Are you satisfied with the BILLING of the service provider?
Billing refers to the cost, variety, affordability, freedom of choosing the recharge
cards and speed of recharging.
o Very Satisfied
o Satisfied
o No Opinion
o Dissatisfied
o Very Dissatisfied
7. Are you satisfied with the VALIDITY period of the service provider?
Validity refers to the period in which you can make calls and or receive calls after
every recharge.
o Very Satisfied
o Satisfied
o No Opinion
o Dissatisfied
46
o Very Dissatisfied
8. When you call to complain or query anything, how satisfied are you with the
OVERALL CUSTOMER CARE SERVICE?
Overall customer care service refers to the medium of service, value and facilities of
customer care provided.
o Very Satisfied
o Satisfied
o No Opinion
o Dissatisfied
o Very Dissatisfied
9. Overall, how satisfied are you with the use of this service?
Are your expectations of the service you are paying for being met?
o Very Satisfied
o Satisfied
o No Opinion
o Dissatisfied
o Very Dissatisfied
47
Response
3%
3.33%
41
27%
30.67%
56
38%
68.00%
17
12%
79.33%
14
9%
88.67%
17
11%
100.00%
48
Response
Frequency
Percentage
Cumulative %
3%
2.67%
48
32%
34.67%
50
33%
68.00%
22
14%
82.67%
13
9%
91.33%
13
9%
100.00%
49
Response
Rs. 10
16
10%
10.67%
Rs. 50
34
23%
33.33%
Rs. 100
40
27%
60.00%
Rs. 200
33
22%
82.00%
Rs. 500
21
14%
96.00%
Rs. 1000
2%
98.00%
2%
100.00%
50
Response
Nepal Telecom
105
70
70.00%
Ncell
38
25
95.33%
UTL
96.00%
SmartCell
100.00%
51
Response
Very Dissatisfied
3%
3.33%
Dissatisfied
31
21%
24.00%
No Opinion
19
13%
36.67%
Satisfied
83
55%
92.00%
Very Satisfied
12
8%
100.00%
52