CUSTOMER SATISFACTION OF SUBISU NET

Submitted By:
Kritisha Pradhan
Exam Roll No : 26445/19
TU Reg. No : 7-2-410-271-2019

A Summer Project Report Submited to

Faculty of Management, Tribhuvan University
In partial fulfillment of the requirements for the degree of

Bachelors of Business Administration

At
Prime College
Tribhuvan University

Kathmandu, Nepal
November, 2023
 CUSTOMER SATISFACTION OF SUBISU NET

Submitted By:
Kritisha Pradhan
Exam Roll No : 26445/19
TU Reg. No : 7-2-410-271-2019

A Summer Project Report Submited to

Faculty of Management, Tribhuvan University
In partial fulfillment of the requirements for the degree of

Bachelors of Business Administration

At
Prime College
Tribhuvan University

Kathmandu, Nepal
November, 2023
 CUSTOMER SATISFACTION OF SUBISU NET

Submitted By:
Kritisha Pradhan
Exam Roll No : 26445/19
TU Reg. No : 7-2-410-271-2019

A Summer Project Report Submited to

Faculty of Management, Tribhuvan University
In partial fulfillment of the requirements for the degree of

Bachelors of Business Administration

At
Prime College
Tribhuvan University

Kathmandu, Nepal
November, 2023
 STUDENT DECLARATION

This is to certify that I have completed the Summer Project entitled “Customer
Satisfaction of Subisu net” for the degree of Bachelor of Business Administration at
Faculty of Management, Tribhuvan University. This is my original work and I have not
submitted it earlier elsewhere.

……………………….

Kritisha Pradhan

15-11-2023
 CERTIFICATE FROM THE SUPERVISOR

This is to certify that the summer project entitled “Customer Satisfaction of Subisu net” is
an academic work done by “Kritisha Pradhan” submitted in the partial fulfillment of the
requirements for the degree of Bachelor of Business Administration at Faculty of
Management, Tribhvan University under my guidance and supervision. To the best of my
knowledge, the information presented by him/her in the summer project report has not
been submitted earlier.

.......................................

Sunoj Shrestha

Supervisor

15-11-2023
 ACKNOWLEDGMENTS

The study entitled “Customer Satisfaction of Subisu net” has been conducted to satisfy
the partial requirement for the degree of Bachelors of Business Administration (BBA)
Tribhuvan University.

First of all, I would like to thank my respected supervisor Mr. Sunoj Shrestha for his
valuable time, continuous guidance and inspiration throughout the entire period of the
study. I would like to thank all the faculty members and staffs of Prime College for the
support they gave during the completion of my project work.

Furthermore, I would like to take my time and talk all the respondents who took part in
the research. All the valuable replies were very helpful in accomplishing the objectives of
my study. I would like to thank my batch mates, seniors and juniors who directly or
indirectly helped me throughout this project.

Kritisha Pradhan

November, 2023
TABLE OF CONTENTS
 EXECUTIVE SUMMARY

This research was conducted primarily to investigate Subisu Cable Net's customer
satisfaction and to determine the factors that influence customer satisfaction. The
relationship between Subisu's customer satisfaction and network quality, pricing,
customer care, technical assistance, and complaint handling was also investigated in this
study. Customer satisfaction is the study's dependent variable, while its independent
variables were network quality, pricing, customer service & technical assistance, and
complaint handling times.

The research design method employed in this study was the quantitative research
approach. For this study, the descriptive method of research design was an appropriate
approach. The Convenience method was the sampling strategy employed in the
investigation. A structured questionnaire is used to get 150 valid replies in total. A five-
point Likert scale questionnaire has been used to gauge respondents' opinions about
factors influencing Subisu and customer happiness. Cronbach's alpha was computed for
data analysis in order to assess the analysis's dependability. The computation of mean
and standard deviation was done using descriptive statistics. The association between
each variable was calculated and examined using the Pearson correlation coefficient.
The model has also been examined using regression analysis, which examines the
relationship between a number of independent and dependent variables.

The study's findings and conclusions indicate that the variables influencing consumer
satisfaction include network quality, cost, customer service & technical assistance, and
complaints handled promptly. The factors influencing Subisu's customer happiness and
its level of customer satisfaction are significantly correlated. When it comes to factors
that affect customer happiness, there are no appreciable distinctions between Subisu
users at home and those in offices. The investigation came to the conclusion that Subisu's
organizational image has a greater connection coefficient than other variables. Thus, in
order to boost customer satisfaction and customer loyalty, Subisu must prioritize
improving the corporate image more highly than giving equal weight to the needs of
office and domestic customers. To keep its clients happy, Subisu should concentrate on
improving the network's quality as well as their technical support and customer care. To
ensure that their clients are satisfied, Subisu should charge a consistent pricing.
ABBREVIATIONS
 CHAPTER I

INTRODUCTION

1.1 Context Information

The Internet is an international computer network that connects computers all over the
world and is essential for exchanging ideas, files, data, and information between
computers. The internet is evolving into one of the most powerful tools for
communication these days. Put another way, the internet can be thought of as a network
of networks made up of local to global public, private, academic, corporate, and
governmental networks. The Internet has vast amounts of data, information, and
resources.

As time goes on, internet access is also becoming into a necessity for most people. The
majority of people use the internet these days for a variety of reasons, including
communication, commerce, education, and entertainment. Globally, there is a growing
trend in the number of people using internet services. Internet service companies
therefore have a great opportunity. An internet service provider is a business that gives
people or other organizations access to the internet.

In the case of Nepal, there is no long history of the internet industry. It was firstly
introduced in 1993 in Nepal. But in the current scenario, the internet industry is growing
day by day. The number of users of the internet is highly increasing in Nepal. To meet
such an increasing demand for internet service, the internet service provider must adopt
continuous improvement in their service quality and technology.There is intense
competition in Nepal's internet market due to the growing number of internet service
providers, Vianet, Subisu, Worldlink, CG, Ncell, Nepal Telecom, Classic Tech,
Worldlink, and others are a few of the internet service providers in Nepal. They must
please their clients in this fiercely competitive industry if they hope to hang around and
prosper.

Since customer satisfaction has a significant impact on client retention, it should be the
provider's most powerful tool in the fight against competitors. The Internet Service
Providers which fulfill customers need may expect higher profit and increase the market
share (Khatibi, 2002). Rising customer satisfaction may lead to customer loyalty and
therefore support creating business's profitability because the cost of attracting new
customers usually greater than retaining current customers of Providers (Reichheld &
Teal, 1996). Therefore, for every company operating in the telecommunications industry,
having a clear understanding of how to retain and grow the number of customers is
crucial.

1.1.1 Introduction of Subisu Net:

Cable net Pvt. Ltd. was established in 2001. It is a Leading Internet Protocol (IP) Based
Service Provider in Nepal. The present services mainly cover Home and Enterprise
clients. Its services include Home Internet & Digital TV, Enterprise Internet, Enterprise
VPN Connectivity, IPLC services, Data Center Services and Cloud Services.

Subisu has been in the Internet and TV business for the last 20 years providing dual
service to residential users through Optical Fiber Network using FTTH. Metro Ethernet
Service is a popular service among major enterprise clients in Nepal for Internet and VPN
connectivity. Subisu has its presence in all of the 77 districts of Nepal and has built its
Core network of 400G DWDM Network connecting to 5 border points in India with 4
major Upstream Providers. It is also connected to two (2) border points with China.

Vision: To convert concepts and creativity into workable and innovative solutions by
utilizing the power of cutting-edge technology and cultivating and utilizing the abilities
of skilled, driven, and dedicated teams, in order to contribute to the nation's social and
economic progress.

Mission: We achieve excellent client satisfaction by offering a variety of IT goods and

services at affordable costs.

Infrastructure: Subisu uses optical fiber cable to connect solutions and send internet and
TV channels. High-end coaxial cable installed with MPLS (Multi-Label Protocol
Switching) and a fully redundant metropolitan access network are used in its HFC
network. The network spans across the valley's principal locations, with its headend
located in Baluwatar, Kathmandu. An optical node equipped with components that
transform light signals into Radio Frequency (RF) amplified to the required levels using
high bandwidth is used at points of service to tap into signals from the OFC.

Technology: Cable Laboratories has approved Data over Cable Service Interface
Specifications (DOCSIS) 3.0 as an advanced standard technology. The DOCSIS 3.0
(Annex B) standard offers downstream speeds of 37 Mbps and up to 42 Mbps per
channel in theory and practice, respectively. The standard cable modem protocol was
created by MCNS to provide a protocol for the bi-directional transfer of Internet Protocol
(IP) traffic over cable. Downstream can be bonded up to 8 channels, increasing the
downstream throughput up to (37x8) and 27 Mbps upstream bandwidth per channel.
1.2 Statement of the Problem
One of Nepal's top providers of internet service is Subisu. Since 2001, it has been consistently
offering internet service. Its primary goal is to satisfy customers by offering premium services at
a fair price. The demand for internet service is rising in the current environment. The service
provider needs to get a competitive edge and implement cutting-edge technologies in order to
fulfill the rapidly rising demand. Rapid advancements in information technology can affect
consumer expectations and wants. Subisu asserted in 2020 that they were offering excellent
client satisfaction. Nonetheless, a lot of consumers appear to have switched brands. The
purpose of the current study is to investigate Subisu's customer satisfaction in this regard.

1.3 Objectives of the Study

 To examine the relationship between network quality and customer satisfaction of
Subisu.
 To examine how the price of internet service affects the customer satisfaction of Subisu.

 To examine the impact of customer service and technical support on the customer
satisfaction of Subisu.
 To examine the relationship between organizational response to the complaint and
customer satisfaction of Subisu.
 To examine the relationship between the purposes of using Subisu internet for factors
of customer satisfaction of Subisu.

1.4 Significance of the Study

This study's primary goal is to identify the variables influencing Subisu Cable Net's customer
happiness in the current environment. Measuring the degree of client satisfaction using Subisu
Cable Net for various reasons is another concern. Many internet service providers in Nepal may
find its data useful in identifying problem areas and concentrating their efforts on enhancing
client happiness. This study is crucial right now because it measures how satisfied customers are
with how Subisu is changing their surroundings and their expectations. The results of this study
could give internet service providers a competitive edge and help them survive in a cutthroat
industry. By fostering consumer loyalty, its conclusions might assist businesses in keeping their
clients.
1.5 Review of Literature
(Cheng, Lai, & Yeung, 2008) researched the topic, “The driving forces of customer loyalty: a
study of internet service providers in Hong Kong” for 737 respondents varied in
demographics and background. They randomly emailed 100,000 consumers of Internet
services who were found in the marketing company's database with invitations to take
part in their study as a sample. Data were gathered by the use of a questionnaire.
Examining consumer satisfaction and loyalty levels with Internet service providers (ISPs)
in Hong Kong is the study's goal. For data analysis, they employed correlation and
regression analysis. This study discovered that while corporate image had no discernible
impact on customer satisfaction, there was a substantial correlation between service
quality and customer contentment. As a result, this study came to the conclusion that
businesses should concentrate on providing high-quality services rather than paying more
attention to their corporate image.

(Thaichon & Quach, 2015) researched on the topic, “The relationship between service
quality, satisfaction, trust, value, commitment and loyalty of Internet service providers’
customers” had conducted to understand the relationship between service quality and
customer satisfaction evaluation of internet service providers (ISPs) customers. The ISP
customer databases for every region of Thailand were used to randomly choose the
respondents for this survey. There were 1885 responders in the study's overall sample
size. Data were gathered by the use of a questionnaire. The data analysis techniques
employed were mean, S.D., regression analysis, and correlation analysis. The findings
show that customer happiness and service quality are positively correlated. It also came
to the conclusion that if a business offers its clients high-quality services, those clients
would be satisfied and will be more loyal to the business.

(Joudeh & Dandis, 2008) researched the topic, “Service Quality, Customer Satisfaction and
Loyalty in an Internet Service Providers" to examine the influence of service quality,
price, employee behavior, and physical evidence on customer loyalty through the
mediating effect of customer satisfaction. The questionnaire was used to gather data from
a suitable sample of 860 customers from various shopping centers and commercial
buildings in Amman. The research data were analyzed using statistical procedures,
including regression analysis, reliability tests, and descriptive statistics. This study
discovered a substantial correlation between customer satisfaction and the quality of the
services provided, the cost, the conduct of the staff, and the tangible proof. It was

determined that the company needed to give its clients higher-quality services. To please
current clients and draw in new ones, they must also pay attention to their physical
evidence, staff conduct, and pricing.
(Wang & Lo, 2002) cond ucted research on the topic, “Service quality, customer
satisfaction, and behavior intentions, and evidence from China's telecommunication
industry" was carried out to determine the factors affecting customer satisfaction in the
telecommunication industry. Respondents are chosen at random as a convenient sample
in each of China's two largest cities, Beijing and Tianjin, for the purpose of data
gathering. 348 individuals completed questionnaires that were used to get the data. The
research employed a descriptive and correlational methodology. The methods for
analyzing the data were regression analysis and correlation analysis. The outcome
demonstrated a strong correlation between customer happiness and total service quality.
Customer satisfaction and customer value are also significantly correlated. Furthermore,
the study discovered a strong correlation between price and consumer happiness. It came
to the conclusion that service providers have to satisfy customers' expectations by
offering high-quality services at a fair price.

(Chiou, 2004) ) researched the topic, “The antecedents of consumers’ loyalty toward
Internet Service Providers.” To examine the influence of perceived value on customer
loyalty through the mediating effect of customer satisfaction. A total of 10,000
questionnaires were sent at random to people in the company's database in order to
collect data. 209 individuals provided the information via a questionnaire. To evaluate the
research hypotheses empirically, data were analyzed using the two-stage structural
equation model, i.e., confirmatory factor analysis and structural equation analysis.
According to this survey, a significant component in raising customer happiness and
loyalty to that ISP was perceived value and trust. It was determined that a significant
contributing factor to customer happiness was perceived value.

(Erevelles, Srinivasan, & Rangel, 2003) conducted a study on the topic, “Consumer
Satisfaction for Internet Service Providers: An Analysis of Underlying Processes" to
identify the key factors that were considered to be important attributes that influence
consumer satisfaction and switching patterns among ISPs. In order to gather data, focus
groups were formed in the first part of the study with roughly 20 representative
customers. 59 responses were then gathered via a thorough survey questionnaire.
Regression analysis, correlation analysis, and qualitative methods were employed as data
analysis techniques. The study discovered that ISP customers' satisfaction levels are often
quite low. ISPs fell short of what customers expected. It also showed that factors
including response time, payment options, staff responsiveness, technical assistance,
banner ads, software installation convenience, and software user-friendliness all had a
significant impact on customer satisfaction and switcher behavior. It was determined that
ISPs needed to focus on the following: user-friendliness, technical help, payment options,
staff responsiveness, response times, banner ads, and ease of software installation.

(Ansar & Lodhi, 2015) focused on finding the impact of service quality on customer
satisfaction in the telecom sector by conducting research titled, "The impact of service
quality on customer satisfaction in telecom sector of Pakistan, an empirical study of
Pakistan." For the research design method, it employed a descriptive research design.
Information from 200 clients was gathered conveniently utilizing a structured
questionnaire. Using SPSS software, correlation and regression analysis were performed
on the data. Furthermore, it was discovered that, even in the face of rapidly advancing
technology, service quality was not the only crucial element raising customer satisfaction.
In that instance, in order to satisfy customers' expectations, the company needs to adapt
its technology.

(Suguanthi & Shanthi, 2017) ) researched the topic, “Empirical analysis of service quality
and customer satisfaction in Telecommunication service provider” for 100 respondents
through a structured questionnaire by using a convenient sampling method. Customer
satisfaction was regarded as the dependent variable in the study, while responsiveness,
reliability, assurance, perceived network quality, and empathy were considered
independent variables. The aim of the research was to investigate the effects on customer
satisfaction that come from tangible and perceived network quality features, as well as
responsiveness, assurance, empathy, and reliability. The research was carried out using a
descriptive research design. Regression analysis and correlation analysis were performed
on the data using SPSS software. It discovered that tangibility and responsiveness had a
beneficial impact on customers' perceptions of satisfaction. Reliability, certainty,
empathy, and perceived network quality are among the other dimensions that have less
bearing. Therefore, these findings suggest that the organization ought to concentrate on
enhancing tangibility and responsiveness instead of concentrating on other areas.

(Malik, Ghafoor, & Iqbal, 2012) studied the topic, “Impact of Brand Image, Service Quality,
and price on customer satisfaction in Pakistan Telecommunication sector." Using a
stratified random sample technique, the data were gathered from the Gujranwala region
of Pakistan's economic and educational sectors. There were 165 full surveys in the
sample of 200. Eighty-two.5% of the responses were sent back. For the data analysis
method, descriptive statistics and Pearson moment correlation were used. Customer
satisfaction was regarded as the dependent variable in that study, whereas brand image,
service quality, and pricing were considered the independent variables. The study's
findings showed that there was a significant correlation between customer happiness and
price, service quality, and brand image. Customer satisfaction is suffering as a result of
price. On the other hand, there is a greater positive correlation and influence on customer
satisfaction between brand image and service quality. The aforementioned finding
indicates that internet service providers ought to prioritize their brand image, service
quality, and pricing in order to attain consumer satisfaction and loyalty.

(Obeidat, Sweis, Zyod, & Masa'deh , 2012) conducted a study on the topic, "The Effect of
Perceived Service Quality on Customer Loyalty in Internet Service Providers in Jordan."
to look into how customer loyalty is affected by perceived service quality in Jordan's
Internet service provider market. Using a convenient sample of 442 customers, the
questionnaire was used to get the results. The statistical package for social sciences
(SPSS) 16 program was used to examine the data. Results indicate that all perceived
service quality categories have a significant impact on customer satisfaction, with trust,
perceived value, and perceived fairness having the strongest effects on satisfaction. Thus,
it was determined that a business must comprehend customer perception in order to
survive and acquire a competitive edge in a sector that is changing quickly.

(Loke, Taiwo, Salim, & Downe, 2011) ) researched the topic, "Service Quality and Customer
Satisfaction in a Telecommunication Service Provider." The purpose of this study was to
investigate how customer happiness is affected by physical elements, certainty,
responsiveness, empathy, and dependability. Using convenient sampling, information
was provided by 200 respondents to a standardized questionnaire. Regression analysis
and gap analysis were used to the data. The study revealed a noteworthy affirmative
correlation between service quality and customer happiness, with the exception of
tangible or physical characteristics. It came to the conclusion that enhancing a thorough
grasp of consumer motivation and lifestyle elements had to be the main goal of the
customer relationship management approach.

(Sanchez-Franco, Ramos, & Velicia, 2009) conducted research titled, "The moderating effect
of gender on relationship quality and loyalty toward Internet service providers." There
were 815 responders in the sample. Finding out how gender affects internet service
providers' customer satisfaction was the study's primary goal. The self-administered
survey was created specifically for the purpose of gathering data. To test hypotheses,
PLSVersion3.00 Build1058 was used. It was discovered that individual variances would
affect how the business and the customer interacted in order to ensure customer
happiness. It came to the conclusion that in order to survive in a cutthroat market, a
company needs to prioritize individual differences and client expectations.

1.5.1 Theoretical Framework

A scientific study's concepts, variables, and relationships are represented logically in a
theoretical framework, which helps determine what will be tested, analyzed, explored,
and documented. Thus, the theoretical framework serves as the foundation or structure
for the entire research process.
 Independent Variable Dependent Variable

 Network
 Price
Customer Satisfaction
 Customer service &
Technical support
 Response to
complaints

Purpose of Use

Figure 1.1: Theoretical Framework

1.5.1.1 Operational definitions of variables

 Customer Satisfaction: Customer satisfaction is defined as a measurement that

determines how happy customers are with a company's products, services,
and capabilities.
 Network Quality: Network Quality is the efficiency and effectiveness of the
network connection of the internet.
 Price: Price is the amount charged by the service provider to their customers for
the service that they provide.
 Customer service and Technical support: Customer service and technical
support is the department which facilitates and support service providers to the
customers for solving queries, providing information, dealing their problems and
collect feedback from the customers.
 Response to the complaints: Response to the complaints means providing quick
and effective action to any complaints and issue to the network and service
quality.
 Purpose of use: It is the major objectives of using the internet. Generally. There
are two major objectives i.e. office use and domestic use.
1.5.1.2 Research Hypothesis:
1. H0 : There is no significant relationship between service quality and customer
satisfaction of Subisu.

H1 : There is a significant relationship between service quality and customer

satisfaction of Subisu.

2. H0 : The price of internet service does not affect the customer satisfaction of Subisu.

H1 : The price of internet service affects the customer satisfaction of Subisu.

3. H0 : There is no impact customer service and technical support on the customer

satisfaction of Subisu.

H1 : There is no impact customer service and technical support on the customer

satisfaction of Subisu.

4. H0 : There is no significant relationship between organizational response to the

complaints and customer satisfaction of Subisu.

H1 : There is a significant relationship between organizational response to the

complaints and customer satisfaction of Subisu.

5. H0 : There is no significant difference between the purposes of using subisu internet

for factors of customer satisfaction of Subisu.

H1 : There is a significant difference between the purposes of using subisu internet for
factors of customer satisfaction of Subisu.

1.6 Research Design:

The quantitative research approach was used as the tool of research design. The
descriptive method of research design was a suitable method for this study.

1.6.1 Study Area and Rational for Selection:

For this investigation, a descriptive general statistics methodology was used. This study
specifically use questionnaire methodology, gathering data from Kathmandu residents
using Google Docs to provide a comprehensive and wide-ranging viewpoint on Subisu
Cable Net's customer satisfaction.

1.6.2 Nature and Sources of Data:

Primary and secondary data were both used in the research. Secondary sources, including the
internet and articles, were used to gather information for the literature review and other
portions of this study. The information was originally provided to a variety of respondents via
social media before being gathered from them via the Google Survey method. This study is
subjective. The data was subjected to quantitative analysis.

1.7 Study population and Sampling:

All the Subisu users are the population for this study. A convenient sampling method has been
used as a sampling method. We received only 150 complete responses from the representative
respondents through the Google Form.

1.7.1 Data collection Tools and Techniques

This study has a sizable population. Convenience sampling has been employed to collect data
from respondents via a standardized survey questionnaire. 150 legitimate responses with
comprehensive answers were received. 5 questions on customer satisfaction and a total of 15
questions about other aspects impacting Subisu's customer satisfaction are included in the
survey questionnaire. The high representative customers of Subisu have a variety of
backgrounds and demographics. A five-point Likert scale, ranging from (1) "Strongly Disagree" to
(5) "Strongly Agree," was employed in the survey questionnaire to gauge respondents' opinions
of factors influencing Subisu and customer happiness. The primary goal of the study is to gather
information from Subisu consumers who use the internet.

1.7.2 Data Analysis and Interpretation:

One type of data analysis that has been used is the statistical method. Software called the
Statistical Package for Social Sciences (SPSS) 23 has been used to examine the data. To
investigate how customer satisfaction is affected by network quality, cost, customer
service, technical support, complaints handled by the business, and image In addition to
applying Pearson correlation and descriptive statistics, Cronbach's alpha was also
computed to assess the analysis's dependability. The Pearson correlation coefficient was
utilized to compute and analyze the link between each variable, and descriptive statistics
were used to calculate the mean and standard deviation in order to observe the
respondents' tendencies with regard to each phenomenon. The model has also been
examined using regression analysis, which examines the relationship between a number
of independent factors and a dependent variable.

1.8 Limitations of the study

 The sample size of the study is small. Thus, its result should not be accurate.
 Its findings may not apply to other internet service providers.
 Its findings also may not be applicable for other organizations except ISP.
  Its findings may not be applicable for a long period because the technology, customer
expectations, and customer needs are changing with time.
 This study may not provide an accurate result because this study is not containing all the
independent variables.

1.9 Ethical Consideration

The conventions and principles of ethical research design were taken into account. There was no
coercion applied on the respondents to provide information or complete the questionnaire. The
data supplied is true, accurate, and authentic, and the right to privacy has been upheld. Citing
others is how you give them credit for their work.
 CHAPTER II

DATA PRESENTATION AND ANALYSIS

2.1 Introduction of Subisu Net:

Cable net Pvt. Ltd. was established in 2001. It is a Leading Internet Protocol (IP) Based
Service Provider in Nepal. The present services mainly cover Home and Enterprise
clients. Its services include Home Internet & Digital TV, Enterprise Internet, Enterprise
VPN Connectivity, IPLC services, Data Center Services and Cloud Services.

Subisu has been in the Internet and TV business for the last 20 years providing dual
service to residential users through Optical Fiber Network using FTTH. Metro Ethernet
Service is a popular service among major enterprise clients in Nepal for Internet and VPN
connectivity. Subisu has its presence in all of the 77 districts of Nepal and has built its
Core network of 400G DWDM Network connecting to 5 border points in India with 4
major Upstream Providers. It is also connected to two (2) border points with China.

Vision: To convert concepts and creativity into workable and innovative solutions by
utilizing the power of cutting-edge technology and cultivating and utilizing the abilities
of skilled, driven, and dedicated teams, in order to contribute to the nation's social and
economic progress.

Mission: We achieve excellent client satisfaction by offering a variety of IT goods and

services at affordable costs.

Infrastructure: Subisu uses optical fiber cable to connect solutions and send internet and
TV channels. High-end coaxial cable installed with MPLS (Multi-Label Protocol
Switching) and a fully redundant metropolitan access network are used in its HFC
network. The network spans across the valley's principal locations, with its headend
located in Baluwatar, Kathmandu. An optical node equipped with components that
transform light signals into Radio Frequency (RF) amplified to the required levels using
high bandwidth is used at points of service to tap into signals from the OFC.

Technology: Cable Laboratories has approved Data over Cable Service Interface
Specifications (DOCSIS) 3.0 as an advanced standard technology. The DOCSIS 3.0
(Annex B) standard offers downstream speeds of 37 Mbps and up to 42 Mbps per
channel in theory and practice, respectively. The standard cable modem protocol was
created by MCNS to provide a protocol for the bi-directional transfer of Internet Protocol
(IP) traffic over cable. Downstream can be bonded up to 8 channels, increasing the
downstream throughput up to (37x8) and 27 Mbps upstream bandwidth per channel.
2.2 Introduction of Data Analysis

Giving the data analysis results and interpreting the data into conclusions is the aim of
this chapter. Additionally, it tests the suggested hypotheses and provides answers to the
study questions. The main topic of discussion was statistical analysis, namely using SPSS
version 23 for regression, correlation, and descriptive analysis.

2.2.1 Description of the Sample

Online questionnaires were used to gather data from the respondents. The surveys came
with an informal note asking people to complete them so that the study could be carried
out. All of the current Subisu cable net consumers made up the study's population.

The primary goal of the study is to gather information from Subisu consumers who use
the internet for various purposes, such as home and business use. The sample procedure
employed the convenience sampling method. A total of 150 replies were obtained from
the questionnaire; 141 users reported using the internet for home use, while 9 users
reported using it for business.

2.2.1 Using period of the internet from Subisu

Table 1

Using period of the internet from Subisu

4.3 Reliability Test

Table

Reliability statistics test

 Cronbach's N of
Alpha Items

0.938 5

Table shows the Cronbach's Alpha is 0.938, which is greater than 0.6. So, there is not
any problem to use these instruments to continue with this study.

4.4 Descriptive Analysis

 CHAPTER III

CONCLUSION AND ACTION IMPLICATION

3.1 Conclusion

3.2 Action Implication

In this part of the study, implication for Subisu are presented by some recommendations
for future research.

 In order to boost customer happiness, Subisu needs to concentrate on improving

its internet speeds and network quality in order to fulfill user expectations.
 To improve customer satisfaction, the Subisu should aim to lower its fees and
concentrate on offering clients proportionate service at a fair cost.
 In order to boost customer satisfaction, Subisu should improve the caliber of its
customer care division and give consumers adequate information.
 In order to improve customer satisfaction, the Subisu should address consumer
concerns promptly and effectively.
 The Subisu needs to concentrate on achieving customer satisfaction in order to
boost customer loyalty, hold onto current consumers, and draw in new ones.
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 ANNEX

Survey Questionnaire

Section 1:
Title : Customer satisfaction of subisu net

Dear Respondants,

Hello! I’m Kritisha Pradhan, a student of Prime College , currently studying on BBA 7 th
semester. I’m conducting a research study on “Customer satisfaction of subisu net”. This
research is taken as a partial requirement for completion of my BBA. I seek your kind
assistance in completing the attached questionnaire which would take approximately 10
minutes of your valuable time. Your response will be treated as strictly confidential and
will be used for my academic purpose only.

1. What is your Gender?

Male
Female
2. What is your Age?
Below 20
20-30
Above 30
3. What is your occupation?
Student
Businessman
Teacher
Influencer
Others
4. What is your income?
Below 15000
15000-40000
Above 40000
Section 2: Please select the answer for each question.

1. How long are you using Internet Service from Subisu?

Less than 1 year

From 1 to 2 years

From 2 to 3 years

More than 3 years

2. How many of users are using your internet?

Less than 3

3 to 8

More than 8

3. What is your Internet speed?

40 Mbps or below

More than 40 Mbps

Section 3: Moderating Variable

Purpose of use: Domestic use Office use

Section 4: Please read each statement and then put a score in the box, which best
indicates how strongly you agree or disagree with the statement.

Strongly Strongly
Disagree Neutral Agree
Disagree Agree
1 2 3 4 5
 Attributes 1 2 3 4 5
Network Quality
The transmission speed of the network is always strong.
The uptime of the internet is always available with no corruption.
The connection signal of the Internet is always stable.
I can access the Internet at any time without arrearage.
Price
The price charged for Internet service by Subisu is reasonable.
The price charged by Subisu is cheaper than others.
Service supplied by Subisu is proportional to its price.
Service offered by Subisu is better than what I would pay for the same
service of others with the same amount of money.
Customer service and technical support
Subisu’s customer service department gives me sufficient support.
I believe that Subisu always supports its users.
Subisu provides adequate information for customer.
It is very easy to contact customer service.
Response to the complaints
Subisu handle network problem for customer quickly.
Subisu always implements our feedbacks.
Subisu response to its complaints faster than other ISPs.
Customer Satisfaction
I will recommend Subisu for others.
I am satisfied with price charged by Subisu for its internet service.
I am satisfied with customer service and technical support of Subisu.

Section 5: Please indicates how Subisu can improve its services to you.

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

Thank you for your response and your valuable time.

With Regards,