Service Delivery and Customer Satisfaction in the Telecom Sector of Kathmandu

Abstract

Background: In the competitive telecom sector of Kathmandu Metropolitan City, service delivery quality is a critical determinant of customer satisfaction and loyalty. Factors such as network quality, pricing, and customer support significantly influence user perceptions, yet the specific nature of these relationships requires empirical investigation in this context.

Objectives: This study aims to assess telecommunication service delivery and examine its relationship with customer satisfaction, focusing on the key factors of product/service quality, pricing strategies, and customer service.

Methods: Adopting a positivist philosophy and a quantitative methodology, this study employed a descriptive research design. Data was collected via a structured questionnaire from 209 telecom users in Kathmandu Metropolitan City. Descriptive statistics and Pearson correlation analysis were used to analyze the data.

Findings: The results indicate significant positive correlations between customer satisfaction and all three independent variables: pricing (r = 0.573, p<0.01), product/service quality (r = 0.677, p<0.01), and customer service (r = 0.521, p<0.01). Product and service quality demonstrated the strongest relationship with customer satisfaction.

Conclusion: The study concludes that effective pricing strategies, high-quality products and services, and responsive customer service are all significantly associated with higher levels of customer satisfaction in the telecom industry of Kathmandu.

Implication: Telecom service providers should prioritize enhancing network reliability and service quality as a primary strategy. Concurrently, implementing fair pricing models and improving customer support systems are essential to boost satisfaction, reduce churn, and strengthen competitive advantage.