CUSTOMER SATISFACTION OF INTERNET SERVICE IN KATHMANDU VALLEY

A Report
on Seminar Series: Customer Satisfaction of Internet Service in Kathmandu Valley

Submitted by
Name of the student
Name of the school
PU Regd. No.: 131-4-5-00167-20XX

Submitted to
Office of the Dean, Faculty of Management
Purbanchal University, Biratnagar

Submitted in partial fulfillment of the seminar course requirement for the degree
of Masters of Business Administration (MBA)

August 10, 2014

Kathmandu

DECLARATION

I hereby declare that this report entitled A Study on Customer Satisfaction of Internet
Service in Kathmandu Valleysubmitted to Office of The Dean, Faculty of Management,
Purwanchal University, is my original work and not submitted to other places as partial
fulfillment of requirements for the Degree of Master in Business Administration (M.B.A).

---------------------------Name of the student

P.U. Regd. No.: 131-4-5-00167-20XX

ACKNOWLEDGEMENTS

..

..

.
.

Name of the student

P.U. Regd. No.: 131-4-3-00167-20XX

EXECUTIVE SUMMARY

This research on Customer satisfaction on internet service in Kathmandu valley deals

with the satisfaction level of customer with their internet service, the measure of
dependencies of variables with one another, leading ISP with highest customer
satisfaction, their ranking and overall conclusive analysis. The measure of customer
satisfaction in this research is taken to be five variables namely quality, speed, cost,
customer service and reliability. These variables are used as a source of satisfaction
creator in internet service. It is further used to make the inferential analysis in this
research.
The sample in this research is drawn by non-probabilistic convenience method. The
primary data source for this research is survey through questionnaire. The questionnaire
is collected by two methods; one is through distribution and another by online. The total
respondent in this research is 100.
A qualitative question is added in a questionnaire for their view about the ISPs and their
feedback to improve their service. Their views along with the conclusion drawn from the
research is presented at the end of the section.
The secondary data source for this research is the MIS report of Nepal
Telecommunication Authority and the past similar research on internet satisfaction. It is
been used to continuously guide the research track.
The findings of the research shows that most of the customers in Kathmandu Valley have
neutral view that they are getting superior customer satisfaction on quality, speed, cost,
customer service and reliability. The descriptive analysis of satisfaction level with ISP
has shown that customers are least satisfied with NT quality and customer service while
they are least satisfied with Sibiu's cost. The qualitative analysis portion has collected
their feedback and they believe ISP can improve service by proper bandwidth separation
and delivery, ensuring quality service and time to time capacity planning.

TABLE OF CONTENTS
CONTENTS

PAGE NO

DECLARATION

APPROVAL SHEET

II

ACKNOWLEDGEMENTS

III

EXECUTIVE SUMMARY

IV

TABLE OF CONTENTS

LIST OF TABLES

VI

LIST OF FIGURES/DIAGRAMS

VII

LIST OF ABB REVIATION

VIII

CHAPTER: ONE

INTRODUCTION

1-9

1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8

Background of the Study

Statement of the Problem
Objectives of the Study
Scope of the Study
Study Methodology
Review of Literatures
Limitation of the Study
Organization of the Report

1
1-2
2
2
3-6
6-9
9
9

CHAPTER: TWO

PRESENTATION & ANALYSIS

10-29

2.1

xxxxxxxxxxxxxx xxxxxxx

10-13

2.2

xxxxxxxx xxxxxx

13-16

2.3

xxxxxxx xxxxx xxxxx xxxxxx xxx xx

16-19

CHAPTER: THREE SUMMARY, CONCLUSIONS& RECOMMENDATIONS

REFERENCES
APPENDICES

Annex - A:

LIST OF TABLES

31

TABLE NO.

CONTENTS

PAGE NO

Table 1.1

Internet service counts by services in Nepal

Table 2.1

Distribution of respondent by education level

11

Table 2.2

Distribution of respondent by occupation

12

Table 2.3

Distribution of respondent by average income

12

Table 2.4

Satisfaction with quality

17

Table 2.5

Satisfaction with speed

17

Table 2.6

Satisfaction with cost

18

Table 2.7

Satisfaction with customer service

18

LIST OF FIGURES

FIGURE NO.

CONTENTS

PAGE NO

Fig 1.1

Working theoretical model

Fig 2.1

Distribution of respondent by gender

10

Fig 2.2

Distribution of respondent by age

11

Fig 2.3

Distribution by ISP

13

Fig 2.4

Distribution by duration with ISP

14

Fig 2.5

Distribution by reason to use internet

14

Fig 2.6

Distribution by service type

15

ABBREVIATIONS
ADSL

: Asynchronous Digital Subscriber Line

CDMA

: Code Division Multiple Access

EDGE

: Enhanced Data Rates for GSM Evolution

GB

: Giga Byte

GPRS

: General Packet Radio Service

GSM

: Global System for Mobile Communications

ISDN

: Integrated Services Digital Network

ISP

: Internet Service Provider

MBA

: Master of Business Administration

NTC

: Nepal Telecommunication

P.U.

: Purwanchal University

PSTN

: Public Switched Telephone Network

S.D.

: Standard Deviation

SPSS

: Statistical Package for the Social Sciences