Customer Satisfaction on Mobile Services in Chitwan with Reference to NTC

Abstract

This study explores the key determinants of customer satisfaction with mobile services in Chitwan, with a specific focus on Nepal Telecom (NTC). Based on the sample size one hundred and two, this research identifies several critical factors influencing customer satisfaction, including service quality, effectiveness of customer support, competitive pricing, and perceived value for money. Additionally, brand reputation, product differentiation, and accessibility of services were found to significantly impact user experiences. 
The study highlights that a strong brand image, user-friendly service processes, and consistent service delivery contribute to higher customer loyalty and satisfaction. The findings suggest that for NTC to remain competitive and maintain a satisfied customer base in Chitwan, it must prioritize service quality enhancements, responsive customer care, fair pricing strategies, and innovation in service offerings. This research provides valuable insights for policymakers and telecom service providers aiming to improve customer-centric strategies in the region.