EFFECTIVENESS OF SERVICE QUALITY IN SAJHA YATAYAT IN KATHMANDU
VALLEY
BY
Anish Singh
Reg No:7-2-225-448-2020
A Project Work Report Submitted to Tribhuvan University in partial fulfillment of the
requirement for the degree of
Bachelors of Business Studies (BBS)
At the
JS Murarka Multiple Campus
Tribhuvan University
Siraha
April , 2025
DECLARATION
I hereby declare that the project work report entitled “Effectiveness of Service Quality
in Sajha Yatayat in Kathmandu Valley” submitted for the BBS is my original work and
the Project Work Report has not formed the basis for the award of any degree, diploma,
or other similar titles.
______________________
Signature of the Student
Name: Anish Singh
Date:
CERTIFICATE
This is to certify that the Project Work titled “Effectiveness of Service Quality in Sajha
Yatayat in Kathmandu Valley”submitted by Anish Singh (Roll No: 52 ) for the partial
fulfillment of the requirements of BBS embodies the bonafide work done by him under
my supervision.
______________________
Signature of the Supervisor
Name:
Date:
______________________
Signature of Program Head
Name: Bijaya Laxmi Chaudhary
Date:
______________________
Signature of the External Examiner
Name:
Date:
ACKNOWLEDGEMENT
The research entitled a study of “Effectiveness of Service Quality in Sajha Yatayat in
Kathmandu Valley” has been prepared under the graduate research project as partial
fulfillment of BBS under the faculty of management, Tribhuvan University. It gives me
immense pleasure in thanking the faculty of management, Tribhuvan University and JS
Murarka Multiple Campus for the opportunity and continuous support.
I wish to extend my sincere gratitude to my supervisor Mr._____________, for his
guidance and cooperation while preparing this research report. He is most knowledgeable
and cooperative person, who supported and encouraged me through continuous guidance
and valuable feedback throughout the research time. This research report would not have
been possible without his support and guidance.
Beside my advisor, I would like to thank
Mr. sanjay Kumar Chaudhary,Chief, JS Murarka multiple campus , for encouragement
and concern for the completion of the study. Further, I would like to give my sincere
appreciation to the entire respondents who were supportive while conducting the survey
in order to obtain various information essential to complete my research project.
Finally I would like to thank all my friends and family members who helped me with
their suggestions and support while preparing this report.
TABLE OF CONTENTS
Contents
DECLARATION i
CERTIFICATE ii
ACKNOWLEDGEMENT iii
CHAPTER I: INTRODUCTION 1
1.1 BACKGROUND OF THE STUDY: 1
1.2 STATEMENT OF THE PROBLEM 1
1.3 RESEARCH QUESTIONS 2
1.4 RESEARCH OBJECTIVES 2
1.5 SIGNIFICANCE OF THE STUDY 2
1.6 LITERATURE REVIEW 3
1. Comfort 4
2. Reliability 4
3. Behavior of staff 5
4. Cost 5
5. Route of operation 5
1.7 CONCEPTUAL FRAMEWORK 5
1.7.1 Independent Variables 6
1.7.2 Dependent Variables 6
1.8 HYPOTHESIS 6
1.9 RESEARCH METHODOLOGY 7
1.9.1 Research Design: 7
1.9.2 Population and Sample: 7
1.9.3 Sampling Techniques: 7
1.9.4 Data Collection Procedure: 8
1.9.5 Data Analysis Plan: 8
1.10 LIMITATIONS OF THE STUD 8
i
