ISSN

2321-5763 (Online)
0976-495X (Print)


Author(s): Prakash Pahari, Deepa Guleria, Ranbir Singh

Email(s): pahari.prakash@yahoo.com , deepa03guleria@gmail.com , ranbir888@gmail.com

DOI: 10.5958/2321-5763.2017.00168.8   

Address: Prakash Pahari, Deepa Guleria*, Ranbir Singh
Eternal University, Baru Sahib, Himachal Pradesh, P.O. 173101 India
*Corresponding Author

Published In:   Volume - 8,      Issue - 4,     Year - 2017


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.


Cite this article:
Prakash Pahari, Deepa Guleria, Ranbir Singh. Customer Satisfaction towards Mobile Service Provider: An Empirical Study in Pokhara, Nepal. Asian J. Management; 2017; 8(4):1103-1110. doi: 10.5958/2321-5763.2017.00168.8


Recomonded Articles:

Author(s): Prakash Pahari, Deepa Guleria, Ranbir Singh

DOI: 10.5958/2321-5763.2017.00168.8         Access: Open Access Read More

Author(s): Joyjit Sanyal, Sweta Roy, Lovely Kumari Gupta

DOI: 10.5958/2321-5763.2018.00017.3         Access: Open Access Read More

Author(s): Bismark Maka, N. Suresh

DOI: 10.5958/2321-5763.2018.00078.1         Access: Open Access Read More

Author(s): Puttaswamy Gowda. M

DOI: 10.5958/2321-5763.2018.00192.0         Access: Open Access Read More

Author(s): Soumya Shetty, Janet Jyothi Dsouza

DOI: 10.5958/2321-5763.2018.00171.3         Access: Open Access Read More

Author(s): Sinhayna Singh Bais, Archana Murthy, Tanya Roy, Smita Mehendale

DOI: 10.5958/2321-5763.2018.00121.X         Access: Open Access Read More

Author(s): Manojkumar Jyotiram Gaikwad, Parikshitkumar Hiralal Kate

DOI: 10.5958/2321-5763.2017.00088.9         Access: Open Access Read More

Author(s): Sunil M P, Shobharani H, Anna K Mathew, Ann Rose E

DOI: 10.5958/2321-5763.2018.00060.4         Access: Open Access Read More

Author(s): Jai Parkash, Sukhdev Singh, Anuradha

DOI: 10.5958/2321-5763.2017.00121.4         Access: Open Access Read More

Author(s): Pankaj Kadyan, Dhirender Singh, Ranjan Kumar, SmitaMehendale

DOI: 10.5958/2321-5763.2018.00124.5         Access: Open Access Read More

Author(s): S. Lalitha, V.M. Prasad

DOI:         Access: Open Access Read More

Author(s): Rafeekamol C. A., M.K.Muhammed Aslam

DOI: 10.5958/2321-5763.2018.00053.7         Access: Open Access Read More

Author(s): Akhila R. Udupa, G. Kotreshwar

DOI:         Access: Open Access Read More

Author(s): Manzoor Ahmad Khanday, Mushtaq A Siddiqi

DOI: 10.5958/2321-5763.2017.00176.7         Access: Open Access Read More

Asian Journal of Management (AJM) is an international, peer-reviewed journal, devoted to managerial sciences. The aim of AJM is to publish the relevant to applied management theory and practice...... Read more >>>

RNI: Not Available                     
DOI: 10.5958/2321-5763 


Recent Articles




Tags