Customer Satisfaction of Nepal Telecom

A Proposal of
“Customer Satisfaction of Nepal Telecom”
By
Karina Thapa
A Summer Project Report Submitted to
Faculty of Management, Pokhara University
In partial fulfillment of the requirements for the degree of
Bachelor of Business Administration
At the
Platinum Management College
Pokhara University
Kalikasthan, Dillibazar, Kathmandu

INTRODUCTION
Background
In the age of globalization, achieving the higher level of customer satisfaction is

the challenging task in the service sector. Customer satisfaction is generally
defined as a feeling or judgment by customers towards product or service after they
have used those. It is the customer assessment of a product or service in terms of
whether that product or service has met their needs and expectations. Service
quality and customer satisfaction have long been recognized as playing a crucial
role for success and survival in today’s competitive market. Nepal Doorsanchar
Company Ltd. Popularly known as Nepal Telecom is state owned
telecommunication service provider in Nepal with 91.49% of the government
share. NT is one of the reputed public company in Nepal with its long history on
the way of customer service and national building. NEPAL TELECOM was
registered on 2060-10-22 under Company Act, 2053. Currently, Dilli Ram
Adhikari is appointed as Nepal Telecom Managing director during 2019. Then
Nepal Telecommunications Corporation (NTC) was dissolved and all assets and
liabilities were transferred to Nepal Telecom effective from 2061-01-01 (i.e. 13th
April 2004).There are about 6 million users of NTC. Nepal telecom has always put
its endeavors in providing its valued customers service since its inception. Nepal
Telecom, as a progressive, customer- spirited and consumer- responsive entity is
committed to provide nationwide reliable telecommunication service.
Nepal Telecom is the key market player as it holds about 60.30% of total no.
mobile phones and 91% of total no of fixed telephones. (NTC-MIS-2067, Aswin).
It has 221 Public Switch Telephone Network (PSTN) exchanges in 27 districts and
has covered all 2915 VDC With basic Telephone service. It offers various products
like mobile telephone, internet, ISDN, PSTN, Leased line, CDMA phone, sky data
card, etc. It has also started SIP telephony service for the Nepalese lying beyond
the country to call Nepal from round the world in its own tariff through internet.
To fulfill the ever growing demands and to browse and access the web pages like
video based programs ( Live TV browsing) NT installed WCDMA based 3G
system which offers 384 kbps of downloading and 64kbps of uploading data speed.
Nepal Telecom launched the 4G WiMAX IEEE 802.16e service first time in
Nepal. This service is available throughout the country. WiMAX enables
broadband wireless anytime; anywhere using any WiMAX enabled devices,
whether it is a laptop, desktop modem, digital phone or even a game device. Post-
paid and Pre-Paid service is the service where a GSM user can switch into a
prepaid and postpaid tariff. GPRS (General packet radio service) is the mobile
internet service provided by NTC and is most famous amongst the users. It is the
cheapest internet charge amongst the service providers. It has also added Top Up
services where NTC user can do recharge through online. Nepal Telecom has been
recognizing itself as the largest tax payer to the government and has been leading
the nation by revenue. The organization is working for the social service and has
been continuing the joint venture with the traffic police and working for the
awareness in the road accidents and helping the needy during the natural calamities
.Nepal Telecom collects revenue in billions every year. The goal of Nepal telecom
is to provide cost-effective telecommunication services to every corner of the
country.
Statement of the problem

Achieving and sustaining success by satisfying customers in today’s hyper-
competitive marketplace is an ultimate challenge for any company and business
leader especially in service industries like telecommunication services. The
intensely competitive market demands a level customer’s satisfaction. It is highly
required that telecom companies check the level of quality service and understand
the critical service quality factors that most effect customer loyalty to achieve
greater benefits and big returns NT has an annual income of NRP 45 billion and
269 million in the 2074/75 fiscal year. But according to the report of the 2075/76,
its annual income falls and reaches NRs 43 billion and 482 million which is 4%
down from the previous one. Currently, NTC is facing a huge downfall in the
perspective of income. It has seen a 41% downfall, which means that the company
has lost NRs 7 billion and 275 million.

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Customer Satisfaction of Nepal Telecom

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A Proposal of

“Customer Satisfaction of Nepal Telecom”

A Summer Project Report Submitted to

Faculty of Management, Pokhara University

In partial fulfillment of the requirements for the degree of

Bachelor of Business Administration

Platinum Management College

Kalikasthan, Dillibazar, Kathmandu

In the age of globalization, achieving the higher level of customer satisfaction is

Statement of the problem

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