CUSTOMER SATISFACTION TOWARS NCELL SERVICES

IN LA GRANDEE INTERNATIONAL COLLEGE

Submitted by

Dipesh Gurung

Symbol no:21031216

Regd no:2021-2-03-0818

A project work report submitted to Pokhara University in partial

Fulfillmenr of the requirement for the degree of

Bachelors of Business Administration

At the

LA GRANDEE International College

Affiliation to POKHARA UNIVERSITY

Simalchaur-8,Pokhara
July/2024
 DECLARATION

Dipesh Gurung here by declare that the work presented here is genuine work done
originally by me and has not been published or submitted elsewhere for the requirement
of Bachelor of Business Administration, Degree of Pokhara University. Any literature,
data or worked done by others and cited within this report has been given due to
acknowledgement and listed in the reference section.

…...………………….
Dipesh Gurung
Date:………………
 ACKNOWLEDGEMENT

It is indeed my pleasure to have this opportunity to carry out the research on

“CUSTOMER SATISFACTION TOWARDS NCELL SERVICES IN LA GRANDEE
INTERNATIONAL COLLEGE ”
Initially, I would like to give special thanks to La Grandee International College for
providing me an opportunity to carry out the research work.
I would like to express my sincere gratitude to our respected Sir for his guidelines,
support, suggestions and co-operation throughout the completion of this report.
Finally, I would like to acknowledge all the people who helped me directly or indirectly
to accomplish the task as a student researcher.

………………..
Dipesh Gurung
La Grandee International College, Pokhara
July. 2024
DECLARATION........................................................................................................................... 2
Distribution of Respondents by Age Group........................................................................4
Time period of using Ncell SIM.............................................................................................. 4
Services of Ncell SIM............................................................................................................ 4
Internet Services.................................................................................................................... 4
Network coverage of Ncell........................................................................................................... 4
CHAPTER I................................................................................................................................. 4
INTRODUCTION......................................................................................................................... 4
1.1 Background of the Study.......................................................................................... 4
1.2 Objective of the study........................................................................................................ 4
1.3 Need and scope of the study............................................................................................ 4
1.4 Literature Review...................................................................................................... 4
I.4.1 SERVQUAL Model.................................................................................................... 4
 Tangibles........................................................................................................... 4
 Reliability........................................................................................................... 4
 Assurance.......................................................................................................... 4
 Responsiveness................................................................................................ 4
1.4.2 Theoretical Framework............................................................................................. 4
1.5 Research Method Used............................................................................................ 4
1.5.1 Research design........................................................................................................ 4
1.5.2 Population and Sampling Design..................................................................................... 4
1.5.3 Tools and Techniques of Data Collection......................................................................... 4
1.5.5 Sources of Data............................................................................................................... 4
CHAPTER II......................................................................................................................... 4
Data Analysis and Major Findings......................................................................................... 4
2.1 Data Presentation and Analysis................................................................................ 4
2.1.1 Distribution of Respondents by Age Group...............................................................4
Figure 2.1. 1 Distribution of Respondents by Age Group..................................................4
Figure 2.1. 2 Distribution of respondents by Gender.........................................................4
2.1.3 Time period of using Ncell SIM.................................................................................4
Table 2.1. 3 Time period of using Ncell SIM.....................................................................4
Figure 2.1. 3 Time period of using Ncell SIM........................................................................4
 2.1.4 Services of Ncell SIM................................................................................................ 4
Table 2.1. 4 Services of Ncell............................................................................................ 4
2.1.5 Internet Services........................................................................................................ 4
Table 2.1. 5 Internet services............................................................................................. 4
Figure 2.1. 5 Internet Services............................................................................................ 4
2.1.6 Network coverage of Ncell................................................................................................. 4
CHAPTER III............................................................................................................................... 4
Summary and Conclusion of the findings.................................................................................... 4
3.1 Summary................................................................................................................................ 4
3.2 conclusion......................................................................................................................... 4
Appendix 4
Dear respondents,....................................................................................................................... 4
23 above...................................................................................................................................... 4
 Table of figures
No. Particulars Headings
1 Theoretical Framework of Customer Satisfaction 1.4.2

2 Distribution of Respondents by Age Group 2.1.1

3 Distribution of Respondents by Gender 2.1.2

4 Time period of using Ncell SIM 2.1.3

5 Services of Ncell SIM 2.1.4

6 Internet Services 2.1.5

7 Network coverage of Ncell 2.1.6

8 Primary use of mobile network for. 2.1.7

9 Issue about call drop while using Ncell Network 2.1.8

10 Factors influencing choice of mobile network 2.1.9

 CHAPTER I
INTRODUCTION

1.1 Background of the Study

Ncell Private Limited has been in operations in Nepal for more than fourteen years
and the first private mobile service provider established, connecting more than 16.51
million customers at present. We are committed to building the best–in-class mobile
network, connecting the remotest areas of Nepal with digital communication off
erings. Ncell was fi rst incorporated as Mero Mobile in 2004. Four years later it was
acquired by TeliaSonera Group of Sweden and rebranded as ‘Ncell’ in 2010.

On 12 April 2016, Ncell became part of Axiata Group Berhad, one of Asia’s leading
mobile players with operations in 11 countries across South East Asia and South Asia
serving approximately 350 million customers. With its vision to be the New
Generation Digital Champion by 2021, Axiata Group has transformed itself from a
holding entity with a portfolio of pure-play mobile assets into a ‘Triple Core Strategy’
driven business with a focus on Digital Telco, Digital Businesses and Infrastructure.

Telecommunications sector in Nepal was liberalized in mid-1990s. Prior to that,

subscription and access to mobile services was difficult. Owning a mobile phone was
considered luxury, and the registration process for applying for SIM cards and
receiving the SIM took months. The entry of Ncell enabled people to easily own SIM
cards and reap socio-economic benefi ts of mobile connectivity. Over the years,
competition has made mobile telecommunications more aff ordable and accessible for
the people regardless of where they live. The telecommunications sector is among the
leading contributors to the government revenue. In 2016, the NTA adopted the
technology neutrality policy, which was a game changer for the entire industry and
the country. The tech neutrality provided fl exibility to operators to choose and adopt
the best technology within an allocated spectrum to deliver the best customer
experience. This allowed telecommunication companies to rapidly expand their
network coverage and launch 4G service.
 1.2 Objective of the study

The general objective of this research is to access the areas of satisfaction

of Ncell customers. The specific objectives of this research are as
follows:

 To explore customer satisfaction with regard to services offered by

employee of Ncell.
 To make an assessment to satisfaction of customers on network
performance.
 To identify areas of strength and weakness in Ncell's service offerings.
 To provide recommendations for enhancing customer satisfaction and
loyalty.
 To contribute to the body of knowledge on customer satisfaction in the
telecommunications industry in Nepal.

1.3 Need and scope of the study

Since the subscribers or users of mobile telephone can take many facilities
than the ordinary telephone subscribers; the importance of mobile phone is
continuously increasing. The number of Ncell users within this short time
frame is increasing in large number. The increasing demand and popularity of
mobile phone is attracting the attention of investors to invest in these
areas.The telecommunications industry is highly competitive, with customer
satisfaction being a crucial determinant of success. Ncell, as a leading mobile
service provider in Nepal, needs to understand customer perceptions,
expectations, and satisfaction levels to maintain its market position and foster
long-term relationships.

Analysis of marketing position is a crucial part of decision making process of

a business enterprise. Poor management affects adversely on profitability of
Organization. Ncell is an enterprise of great national concern. Thus, this study
is made to evaluate the marketing position of Ncell. Ncell is service oriented
business enterprise. So, it should provide better services as well as make profit
for the sake of expansion of its services intact. Ncell is effectively operating its
activities in distributing the new communication services to fulfill the growing
demands of customers.
1.4 Literature Review
Ncell is a leading telecommunications company in Nepal, playing a pivotal role in
connecting the nation.Established in 2004, it emerged as the first private mobile
operator in the country, introducing innovative services and driving industry
growth.Ncell's commitment to technological advancement and customer satisfaction
has solidified its position as a market leader. With a focus on delivering reliable and
affordable services, the company has contributed significantly to Nepal's socio-
economic development. While the specific focus on Ncell customer satisfaction
might be limited, several studies have explored customer satisfaction within the
Nepalese telecommunications sector and broader telecommunications research
provides a valuable framework.
Despite the available research, there is still a need for more in-depth studies
focusing specifically on Ncell customer satisfaction. Existing research often
compares Ncell with Nepal Telecom, but a standalone analysis of Ncell customers
is lacking. Additionally, the impact of emerging technologies and digital services on
customer satisfaction requires further investigation. A comprehensive
understanding of customer satisfaction towards Ncell services can provide valuable
insights for the company to enhance its offerings and improve customer retention.
By identifying key factors influencing satisfaction, Ncell can develop targeted
strategies to address customer needs and expectations.

Customer satisfaction is a critical determinant of a telecommunication company's

success. This literature review focuses on exploring the factors influencing
customer satisfaction towards Ncell services in Nepal. One significant aspect of this
study is customer satisfaction. It refers to serving and fulfilling people with their
requirements. Customer satisfaction is the feeling of gratification or dissatisfaction
of an individual as a result of comparing the perceived output or outcome of a
product with respect to his or her expectations. It refers to how happy customers are
with an organization's products. A high level of customer satisfaction is very
important for the organization because happy customers are more likely to be
dedicated and repeat orders and use a wide variety of the organization's products.
Various researches established the benefits of customer satisfaction. Most of them
stated customer satisfaction is a cognitive and affective measure of consumers
 based on their personal experience across all episodes of service within the
relationship. Customers get such total satisfaction with all the transactions and
experiences. It is a cognitive and affective assessment of consumers based on their
personal experience across all the services. Customer satisfaction is an overall
measure of a product or service based on the purchase experience and its use over
time. The key factors which can affect customer satisfaction are service and product
quality, pricing strategy, and store characteristics.

 Various studies have employed different methodologies to measure customer

satisfaction, including surveys, interviews, and focus groups.
 The SERVQUAL model is often used as a framework to assess service quality dimensions.

The SERVQUAL model, which encompasses dimensions such as tangibles,

reliability, responsiveness, assurance, and empathy, has been widely used to assess
service quality. Several studies have demonstrated the positive relationship between
service quality dimensions and customer satisfaction in the telecommunications
context.However, this literature review has highlighted the importance of service
quality, network performance, pricing, and customer care in shaping customer
satisfaction towards Ncell services.
This literature review highlights the importance of customer satisfaction in the
telecommunications industry and provides a foundation for further research on
Ncell services. By building upon existing research and addressing identified
research gaps, future studies can contribute to a deeper understanding of customer
perceptions and preferences.

I.4.1 SERVQUAL Model

The SERVQUAL Model is an empiric model by Zenithal, Parasuraman and Berry
to compare service quality performance with customer service quality needs. it
focuses on the gap between customer expectations and perceptions of service
delivery. By identifying these gaps, organizations can pinpoint areas for
improvement.SERVQUAL has been widely used in telecommunication industries
in different cultural context with high reliability and validity. The SERVQUAL
instrument has become the most dominant instrument for measuring service
 quality and it originally comprises IO dimensions with 97 items but later reduced
to 5 dimensions with 22 items in 1991. The five dimensions are tangibles,
reliability, responsiveness, assurance and empathy.By examining customer
expectations and perceptions across the five dimensions, companies can identify
areas for improvement in network reliability, customer service, billing accuracy,
and other aspects of service delivery.

 Tangibles
: It is about the physical evidence of the service.The physical appearance of facilities,
equipment, personnel, and communication materials.

 Reliability
: The service dimension of reliability measures the consistency of performance and
the dependability of the service

 Assurance
Assurance entails the knowledge and courtesy of employees and their ability to
convey trust and confidence.

 Responsiveness
Responsiveness concerns the willingness or readiness of employees to provide service.

 Empathy
Empathy entails caring and provision of individualized attention to customers by
personnel of the firm.
1.4.2 Theoretical Framework

Independent Variable Dependent Variable

Fig: Theoretical Framework of Customer Satisfaction

 1.5 Research Method Used

 Research methodology implies the basic research method to be carried out through
the entire study. Methodology is the most important part of the study. It describes the
site selection, research design, population and sample, sources of data, method of
data collection, data mining tools, analysis model and limitation of the methodology.
To gather comprehensive data Quantitative research methods were used. A
structured questionnaire will be administered to a representative sample of Ncell
customers. The questionnaire will include both closed-ended and open-ended
questions to capture a range of responses based on relevant literature and industry
standards. It will cover dimensions of customer satisfaction, including service
quality, network performance, customer support, pricing, and overall satisfaction.. A
stratified random sampling method will be employed to ensure representation of
different customer segments based on demographic factors such as age, gender,
location, and income level. Surveys can be conducted through online platforms and
mobile applications. This study aims to provide a comprehensive understanding of
customer satisfaction towards Ncell services. The findings will contribute to valuable
insights for Ncell to enhance its offerings and improve customer retention.

1.5.1 Research design

The research focuses on the customer satisfaction towards Ncell service.

Descriptive research design is used in this analysis to define the characteristics of
the situation. This study employs a descriptive research design to investigate
customer satisfaction towards Ncell services. A descriptive design is suitable for
exploring and describing the characteristics of a population or phenomenon. By
examining customer perceptions and experiences, this research aims to provide
insights into factors influencing customer satisfaction. This research study attempts
to analysing the customer satisfactions (dependent) variable and the independent
variable such as pay, work itself, supervision, working condition, work group and
 promotion.
1.5.2 Population and Sampling Design
Population: Total number of students of LA Grandee International college studying in
BBA 6th semester particularly in Morning was the population of the study. To ensure a
representative sample of Ncell customers for this study, a stratified random sampling
method was employed. This approach involved dividing the population into distinct
subgroups based on relevant variables and then randomly selecting participants from each
stratum.This includes both prepaid and postpaid subscribers who are active users of Ncell
services. Raosoft sample size calculator was utilized to determine the appropriate sample
size for the study. By inputting the population size of Ncell customers studying in LA
Grandee International college’s BBA 6th semester desired margin of error ( 10%),
confidence level ( 95%), and estimated response distribution ( 50%), the calculator
determined the required sample size for the overall study. By combining stratified random
sampling with the sample size determined by Raosoft, this study aimed to obtain a
representative sample of Ncell customers. This approach enhanced the generalizability of
the findings and allowed for analysis of customer satisfaction across various demographic
groups.

1.5.3 Tools and Techniques of Data Collection

Questionnaire Technique of data collecting will be used. A structured questionnaire will be

developed based on relevant literature and industry standards. A questionnaire is a research
instrument consisting of a series of questions and other prompts for the purpose of gathering
information from respondents. It is a widely used method for collecting data in various fields,
including social sciences, market research, and evaluation studies. It will cover dimensions of
customer satisfaction, including service quality, network performance, customer support, pricing,
and overall satisfaction.. Further those data was tabulated, coded, graphs, figures was used for the
data presentation.
 1.5.5 Sources of Data

The sources of data were primary and secondary data. Primary data was collected through
questionnaires with the samples. Primary data is information collected firsthand by a researcher for
a specific research project. It is original data that has not been previously published or analyzed.
Unlike secondary data, which is already existing information gathered by others, primary data is
collected directly from the source.

Similarly, Secondary data was collected through brochure, manuals, booklets, pamphlets,
magazines and websites etc. provided by the organization, browsing web and so on.
 CHAPTER II

Data Analysis and Major Findings

Presentation of data and analysis of them is circular factor to be the course of

report writing or in any case the researcher should be done with the consideration
of stated objectives. The detail of them is serially in the following given topics:

2.1 Data Presentation and Analysis

The data collected are like raw data and like rough works that lie scattered in the
pages of questionnaire or schedules. They look like a huge mass and comprehensive
to the human mind. So long as they remain in this jumped up from they have no
meaning and cannot directly used for analysis. The data found therefore be
presented in a condensed and organized form and bring to light the important
features of the data. This is the reason why the presentation of data focused and
needed. Tables, diagrams are used for the presentation of the data.

2.1.1 Distribution of Respondents by Age Group

The respondents profile include four categories. The age group 19-22 and
23 above. This survey is based on the random selection of the respondents.

Table 2.1. 1 Respondents age group:

Age Group Frequency Percentage

19-22 25 83.3

23 above 5 16.7

Total 30 100
Source: Field Survey, 2024

Figure 2.1. 1 Distribution of Respondents by Age Group

There are altogether 30 respondents taken from LA Grandee International college,

Pokhara. The respondents from the age group of 19-22 are 25 and 23 above are 5.
There are maximum number of respondents in between(19-22). In LA grandee
there are maximum number of respondents between (19-22) who are using Ncell
SIM.
 2.1.2 Distribution of Respondents by Gender

Researcher distribute for respondents by two gender male and

female.

Table 2.1. 2 Distribution of respondents by gender

Gender Frequency Percentage

Male 20 63.7

Female 10 33.3

Total 30 100

Source: Field Survey, 2024

Figure 2.1. 2 Distribution of respondents by Gender

There are 20 respondents taken, where 25 respondents are Male and 10 respondents are
Female. So in course of LA Grandee International college, Pokhara there are 63.7
percentage of male and 33.3 percentage of female are living in Pokhara. In LA Grandee
International college’s sixth semester mroning shift male number of population are greater
than that of female number of population. So from this table we know that there are
maximum number of mobile users are male.

2.1.3 Time period of using Ncell SIM

Out of those respondents, respondents are categories with using time period of Ncell
SIM, by less than one year, 2 year and above, and from beginning.

Table 2.1. 3 Time period of using Ncell SIM

Particular Frequency Percentage

Few months 1 3.3

1 year 2 6.7

2 years 5 16.7
2 years and above 22 73.3

Total 30 100

Source: Field Survey, 2024

Figure 2.1. 3 Time period of using Ncell SIM
-
From the above table, it is clear that most of the customers have been using Ncell service for
more than 2 years. There are 22 users who are using Ncell for 2-3 years only. Only 1
respondents have been using Ncell from pa st fe w m ont hs and 2 respondents have been
using Ncell SIM for a year.

2.1.4 Services of Ncell SIM

The services provided by Ncell is categories into excellent, good, and average. The data are
given below.

Table 2.1. 4 Services of Ncell

Particulars Frequency Percentage

Excellent 4 13.3
Good 20 66.7
Average 6 20
Total 30 100

Source: Field Survey, 2024

Figure 2.1. 4 Services of Ncell

From the above table, we can see that only 4 customers feels that the services of Ncell's
customer communication is excellent, 20 of them feel it's good, and 6 customers feels its
average. So Ncell must care about their services, because maximum number of user is not
fully satisfied with Ncell service.
 2.1.5 Internet Services

T h e i n t e r n e t p e r f o r m a n c e of Ncell network is categories into basically three parts

that are E x c e l l e n t , G o o d a n d A v e r a g e .

The data arc shown below in the table:

Table 2.1. 5 Internet services

Particulars Frequency Percentage

Excellent 2 6.7

Good 21 70

Average 7 23.3
Total 30 JOO

Source: Field Survey, 2024

Figure 2.1. 5 Internet Services

From the above table, it is demonstrated that majority of the respondents think that and internet
 service provided by Ncell is Good. 7 users think that the internet services provided by Ncell
is very Average?Only 2 of them think it is Excellent. So Ncell must care about its internet
service for better progression.

2.1.6 Network coverage of Ncell

The netweork coverage of Ncell is categories into basically two parts i.e. Good and Bad.

Table 2.1.6 Network coverage of Ncell.

Source: Field Survey, 2024

Particulars Frequency Percentage

GOOD 27 90

BAD 3 10

Total 30 100
 Figure 2.1.6 Network coverage of Ncell.

According to the figure we can see that most of the people are satisfied with the coverage of Ncell Network.In
the sample size of only 30,more than double of the population responded good to network coverage of Ncell.
2.1.7 Primary use of mobile network for.

T h e P r i m a r y u s e of Ncell network is categorized into basically four parts that are

voice call,Text messaging,Internet browsing and Gaming.
Particulars Frequency Percentage

Voice calls 29 96.7

Text messaging 24 80

Internet Browsing 29 96.7

Gaming 23 76.7

figure 2.1.7 primary use of Ncell Network

The bar diagram illustrates the primary services used by 30 respondents on their mobile networks.
  Voice calls and internet browsing are the most popular services, with 29 out of 30 respondents
(96.7%) using them.
 Text messaging is used by 24 out of 30 respondents (80%).
 Gaming is the least popular among the listed options, with 23 out of 30 respondents (76.7%) using
their mobile network for this purpose.

The length of each bar represents the number of respondents who use the corresponding service.

Overall, the diagram indicates a heavy reliance on voice calls, internet browsing, and text messaging
among the surveyed users.

2.1.8 Issue about call drop while using Ncell Network

How often does the call drop while using the Ncell network is basically
categorized into
Four parts i.e. Rarely,Occasionally,Frequently and Very frequently.
Particulars Frequency Percentage
Rarely 18 60
Occasionally 12 40
Frequently nil nil
Very Frequently nil nil
Total 30 100
2.1.8 Table issue about call drop while using Ncell network

Figure:2.1.8 Issue about call drop while using Ncell Network

 According to the pie chart,Customers rarely or occasionally faced call drop issue while using
Ncell network. The bar diagram illustrates the primary services used by 30 respondents on their
mobile networks.

 Voice calls and internet browsing are the most popular services, with 29 out of 30 respondents
(96.7%) using them.
 Text messaging is used by 24 out of 30 respondents (80%).
 Gaming is the least popular among the listed options, with 23 out of 30 respondents (76.7%)
using their mobile network for this purpose.

The length of each bar represents the number of respondents who use the corresponding service.

Overall, the diagram indicates a heavy reliance on voice calls, internet browsing, and text
messaging among the surveyed users.

2.1.9 Factors influencing choice of mobile network

The factors influencing the choice of mobile network are categorized into basically four parts
i.e.

Network coverage,Call and data rates,customer service and offered plans and Packages.
 2.1.9 Table factors influencing choice of mobile network

Particulars Frequency Percentage

Network coverage 30 100

Call and data rates 30 100

Customer service 25 83.3

Offered plans and 26 86.7

Packages

According to the Bar graph,Network coverage and Call and data rates seems to be the
major factor influencing the choice of mobile network.

 Network coverage: 30 responses (100%)

 Call and data rates: 30 responses (100%)
 Customer service: 25 responses (83.3%)
 Offered plans and packages: 26 responses (86.7%)
The length of each bar represents the number of respondents who selected that particular factor
as an influence on their choice of mobile network.

Key Observation: All respondents considered network coverage and call and data rates as
important factors in their decision-making process. Customer service and offered plans and
packages were also significant factors for a majority of respondents.
 Main findings

In this report researcher collect data from a Pokhara Valley. Ncell provides various services for
their customers. There is some good and bad aspects about services of Ncell. Some major
findings of those services are shown below:-In this study the respondents are from Pokhara
Valley mostly of LA Grandee International college.

o The network coverage of Ncell is good but network quality is not Excellent

o Most of the users were male.

o The respondents were satisfied with the network services.

o Respondents primarily use mobile network for voice call and internet browsing.

o The issue of call drop occurred occasionally and rarely for Ncell users.

o Network coverage and call and data rate were the main influencing factor for choosing mobile network
among the users.

\.
 CHAPTER III

Summary and Conclusion of the findings

3.1 Summary
The research was concerned with satisfaction level of customer with Ncell and the site of the study in
Pokhara valley.The study is baseed on satisfaction level of customer which means the terminology
used to describe happy and content and fulfilling their desires and need in respect of
telecommunictaion.

Primary and secondary tools have been used for data collection.While primary tools play the pivotal
role for data generation i.e. questionnaire and interview and the secondary data are collected from
various annual report,magazines,websites etc.The total number of sample size was 20.SO
20,respondents were responded for the study.

The research study was to identify how much customers are satisfied with Ncell.It analyze the
network quality,coverage etc of Ncell.Customers are satisfied with coverage and services of
Ncell.Researchers used qualitative method which is common in social and behavioral sciences.

It was appropriate for the study of the Ncell network.Most of the customers were satisfied with Ncell
services.
3.2 conclusion
Ncell remains strongly committed to maintain the highest ethical standards in all its procurement
activities. Managing sustainability along the supply chain represents both a major challenge, and a risk
that needs to be mitigated.
Ncell contributed NPR 28.23 billion in taxes to the Nepal government in FY 2017/18 accounting for
4.28% of the country’s total tax revenue. Ncell was recognized by the Government if Nepal as largest
tax payer in FY 2012/13 and 2013/14. Ncell also contributes to the government treasury in the form of
License fees, Telecommunication Service Charge (TSC), Ownership Tax, Value Added Tax (VAT),
Withholding Tax, Royalty fees, Frequency fees, and contribution to Rural Telecommunication
Development Fund (RTDF) among others.

Being a service provider it is facing a lot of challenges. The monopoly market has no longer existed
between the organizations. The competitors are giving a heavy challenge to them. It also has been
implementing new technologies for fulfilling the desire of the customers.

As a conclusion the services provided to the customers are satisfactory till now but a lot of
improvement and a regular cope-up is to be made to hold the existing customers and to attract
new customers from the competitive market as well.

17
 Appendix

"Customer Satisfaction towards Ncell Services"

Dear respondents,

I am a BBA student of La Grande International Collage, Pokhara.This research,

entitled "Consumer satisfaction towards Ncell services in Pokhara." is being
undertaken as a partial
fulfillment of the requirements for the Bachelor’s degree in Business Administration
(BBA)
at Pokhara University. The major objective of this study is to examine the knowledge
of
college students regarding knowledge of internet services. It is humbly requested that
all
respondents fill out the questionnaire. Please be confident because all your responses
will be
kept absolutely confidential. Feel free to answer the given questions to the best of
your
understanding. There are no right or wrong answers. Your participation in the study
will be
highly appreciated. .

I am waiting for your answer. Thank you for your co-operation.

Dipesh Gurung

Guidelines: Please select the most appropriate option going through given
questionnaire.

1. Age
15-18 ( ) 19-22 ( )
23 above

2. Gender
Male ( ) Female ( )

3. Do you use Ncell SIM?

Yes( ) No( )

4. Are you satisfied using Ncell

SIM? Strongly Satisfied ( )
Satisfied ( )
Dissatisfied ( )
strongly dissatisfied ( )
 5. How long have you been using this network?

Few month ( ) 1 years ( )

2 years ( ) 2 years above ( )

6.Who promoted you to use Ncell SIM?

Self ( ) Spouses ( )
Parents ( ) Relatives ( )
Friends ( )

7. How do you rate the services of Ncell SIM?

Excellent ( ) Good ( ) Average ()

8. How do you rate the coverage if Ncell Network?

Good ( ) Bad ( )

9. How do you rate the quality of Ncell network?

Excellent ( ) Good ( ) Poor ()

10. Will you continue or change the NCELL SIM?

Continue ( ) Change ( )

11.which services do you primarily use your mobile network for?(select all that apply)

Voice call ( )

Text messaging ( )

Internet browsing ( )

Gaming ( )

12. How often do you face call drops while using your mobile network?

Rarely ( )

Occasionally ( )

Frequently ( )

Very frequently ( )
13. What are the factors influenced youir choice of mpbile network?

Network coverage ( )

Calls and data rates ( )

Customer service ( )

Offered plans and Packages ( )