Customer Satisfaction
|
Chapter 1
Introduction
1.1 Background
Customer Satisfaction is one of the most important issues concerning business organizations of all types, which is justified by the customer oriented philosophy and the main principle of continuous improvement of modern enterprises. Thus, customer satisfaction measurement may be considered as a most reliable feedback considering that it provides in an effective, direct, meaningful and objective way regarding the clients’ preferences and expectations.
The main aim of this paper is to measure the customer satisfaction of the GSM users of NTC .Nepal Telecom, the largest telecommunication company of the country has been providing various kinds of services, namely PSTN landlines, ADSL, GSM and CDMA mobile phone services. There are about 6 million users of NTC including all the services where around 4.5 million people subscribe GSM mobile phones. NTC is the sole provider of all the services other than GSM mobile. With the entry of Ncell in the Nepali market as a provider of GSM mobiles, the competition in this field has hiked to the new level. However other service providers like UTL, Smart Phones and Satellite mobiles are too struggling hard to sustain in the market. Under such tough competition, time has come that every telecom service provider to understand the need of the customers and act accordingly to retain the maximum numbers of customers and not let them switch to other service providers.
1.2 HISTORY OF GSM
The Global System of Mobile Communications (GSM) is a digital technology with a worldwide acceptance and plays an important role in the socioeconomic development of countries. Thus, several management experts have paid research attention to this industry (one of the studies done concerns the customer satisfaction). Customer satisfaction is the assessment of the performance of a product or service by customers and this construct is important for successful business performance.
The Global System of
Chapter 1
Introduction
1.1 Background
Customer Satisfaction is one of the most important issues concerning business organizations of all types, which is justified by the customer oriented philosophy and the main principle of continuous improvement of modern enterprises. Thus, customer satisfaction measurement may be considered as a most reliable feedback considering that it provides in an effective, direct, meaningful and objective way regarding the clients’ preferences and expectations.
The main aim of this paper is to measure the customer satisfaction of the GSM users of NTC .Nepal Telecom, the largest telecommunication company of the country has been providing various kinds of services, namely PSTN landlines, ADSL, GSM and CDMA mobile phone services. There are about 6 million users of NTC including all the services where around 4.5 million people subscribe GSM mobile phones. NTC is the sole provider of all the services other than GSM mobile. With the entry of Ncell in the Nepali market as a provider of GSM mobiles, the competition in this field has hiked to the new level. However other service providers like UTL, Smart Phones and Satellite mobiles are too struggling hard to sustain in the market. Under such tough competition, time has come that every telecom service provider to understand the need of the customers and act accordingly to retain the maximum numbers of customers and not let them switch to other service providers.
1.2 HISTORY OF GSM
The Global System of Mobile Communications (GSM) is a digital technology with a worldwide acceptance and plays an important role in the socioeconomic development of countries. Thus, several management experts have paid research attention to this industry (one of the studies done concerns the customer satisfaction). Customer satisfaction is the assessment of the performance of a product or service by customers and this construct is important for successful business performance.
The Global System of