Customer Satisfaction Of Ncell Users

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Chapter 1

Introduction

1.1 Background of the Study

The History of Telecommunication service in Nepal is a century long. The first

telephone line was introduced in Kathmandu with open wire trunk between

Kathmandu and Raxual (Indian border town) in 1914. But telecom service was

formally provided mainly after the establishment of MOHAN AKASHWANI in

B.S. 2005. Evolving from such primitive practice to the present day telecom

scenario, Nepal has become a progressive and competitive Telecom market.

In Nepal (Nepal Telecommunications Authority) is the regulatory body of

telecommunications in the country. The investment market of telecom is a subject

of interest for many foreign companies and Nepal Telecom Authority itself as it

has to prepare the regulations on hand. Nepal is the first country to launch 3G

(WCDMA) network in South Asia with the Government operator Nepal Telecom.

Telecoms of Nepal have also introduced 4G technology to their network.Nepal

Telecom and NPL (Ncell Pvt. Ltd) have their service coverage almost in all part of

the country.

Ncell is one of the most popular mobile network operators in Nepal. It is the first

privately owned mobile network operator ever in Nepal and also the first to operate

the public GSM service. . It was initially known as Mero Mobile later on 12 March

2010 it was named as Ncell. Spice Nepal Pvt Ltd use to own Mero Mobile which

was established in 2004 later on TeliaSonera (Swedish and Finnish

telecommunications company) took control over the company in October 2008 and

rebranded the name to Ncell. Recently, on 12 April 20116, Axiata Group Berhad

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(Malaysian telecommunications group) bought the 80% ownership of Ncell at 1.36

billion US dollars.

The service of Ncell is all over Nepal. Whether it is an urban area or rural area the

company has nice grip over the people and the costumers are also satisfied with the

services provided by the company. The subscribers of Ncell have reached to 14

million as of August 2016. Also, you won’t be surprised to know that Ncell is the

largest ISP (Internet Service Provider) in Nepal and it has more than 3 million

subscribers.

1.2 Problem Statement

Ncell has new technologies and thoughts that attract many customers across Nepal

which leave behind other telecommunications in competitive market. It had

organized several IT related programs and sport-tournaments as a part of its

corporate social responsibility. It is very good at advertising. It has painted the

roofs of houses in Manakamana (which can be seen from cable car and that place is

also called as Ncell Gaun by local peoples). On June 1, 2017, the company

launched its 4G/LTE service in Kathmandu Valley, including Nagarkot, Banepa

and Dhulikhel of Sindhupalchowk district. As per its commitment, the company on

July 1, 2017, also launched 4G/LTE service in Pokhara and Damauli, two western

cities of Nepal.

The main reason behind choosing this topic is

i. To understand the level of customer satisfaction with the service provided

by the Ncell despite of the high cost in comparison to other networks,

ii. In which services of Ncell, customers are not fully satisfied

iii. Reason for using Ncell.

1.2.1 Objectives

General Objectives:

In general, the objective of this study is to fulfill the requirement of Research

Project Work in the fourth trimester of MBA as typified by Pokhara University

through which I get an exposure to outer real work environment through this

research.

Specific Objectives:

i. To know the customer satisfaction level of Ncell

ii. Identifying the customers perceptions towards Ncell