Asian Journal of Management

Prakash Pahari ¹, Deepa Guleria ¹, Ranbir Singh ¹

Affiliations
1 Eternal University, Baru Sahib, Himachal Pradesh, P.O. 173101, IN

Abstract

Customer satisfaction has been identified as critical success factors in any business organization. One of the key challenges confronting the telecommunication companies is how they manage their service and amplify quality, which holds a prodigious importance to customer satisfaction. The cross sectional study was carried out to empirically measure customer satisfaction with mobile service providers in Pokhara city, Nepal with the objective to identify the most preferential and problematic attributes together with satisfaction level toward various service offered by service provider. Systematic Random sampling method was employed with the sample size of 206, where the data used for the study were obtained by using a structured survey questionnaire, which was constructed using 5 point Likert- scale. The data obtained from survey were analyzed (percentage, chi-square, correlation, ANOVA, ranking) using SPSS version 21. The survey was conducted and restricted to the subscribers using the two major GSM mobile service operators i.e. NTC and Ncell. The research was able to conclude call tariff followed by good network as most inducing factor for choosing MSP, while network congestion was the major problematic factor. The study also highlights that there exist association between demographic factors and customer satisfaction. Strong correlation was found between customer satisfaction and service providers variables except tariff of service. The study also highlights that majority of the respondent were satisfied with their service provider. The finding derived from the study will be helpful for mobile phone service providers in developing vigorous strategy for sustaining in the market by attaining competitive edge.

Keywords

Customer Satisfaction, Mobile Service Provider, Pokhara, Call Tariff, Network Congestion.

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