Understanding Customer Knowledge and Satisfaction With Ncell Services in Chitwan, Nepal

Abstract

Customer satisfaction indicates the level of customer happiness on the other hand, customer knowledge indicates awareness about product services and usage of the Company's offerings. The ultimate growth and development of cellular service providers like Ncell create challenges to achieve success by satisfying customers. This study aims to investigate customers' knowledge and satisfaction among Ncell users in Chitwan. This study is critical because it contributes to the literature on learning and satisfaction with Ncell services in Chitwan. The study employs descriptive research design by distributing survey questionnaires to two hundred and fifty- two selected through convenience sampling. The survey study was used to collect data because it helps us understand the views and ideas of customers. Descriptive statistics and binary logistics regression is used for data analysis.  The findings show that customer knowledge is moderate to high, indicating customers are aware of the services. The study demonstrates that service quality is the most significant determinant of satisfaction, while higher levels of knowledge and expectations can reduce satisfaction if services fail to meet informed users’ standards. The study benefit Ncell, which can use these insights to enhance service delivery, educate customers about service features, and align performance with user expectations.