A STUDY ON SERVICE SATISFIACTION NEPAL
TELECOM
A Project work Report
By
Pratikshya Aryal
T.U Reg. No:7-2-180-342-2021
Symbol No:701800024
Finance Group
Gyan Bahumukhi Campus
Submitted to
The Faculty of Management
Tribhuvan University
Kathmandu
In Partial Fulfillment of the Requirement for the Degree of
BACHELOR OF BUSINESS STUDIES(BBS)
Gyan Bahumukhi Campus
Kohalpur, Banke
Augest, 2026
Declaration
I hereby declare that the project work entitled “ A STUDY ON SERVICE SATISFACATION OF
NEPAL TELECOM” submitted to the Faculty of Management, Tribhuvan University,
Kathmandu is an original piece of work under the supervision of Mr. Dinesh Aryal, faculty
member, GYAN BAHUMUKHI CAMPUS, KOHALPUR, BANKE, and is submitted in
partial fulfillment of the requirements for the degree of Bachelor of Business Studies (BBS).
This project work report has not been submitted to any other university or institution for the
award of any degree or diploma.
________________________
Pratiksya Aryal
Date:
ii
Supervisor’s Recommendation
The project work report entitled “A STUDY ON SERVICE SATISFACATION OF NEPAL
TELECOM” by Pratikshya Aryal of GYAN BAHUMUKHI CAMPUS, KOHALPUR,
BANKE is prepared under my supervision as per the procedure and format requirements laid
by the Faculty of Management, Tribhuvan University, as partial fulfillment of the
requirements for the degree of Bachelor of Business Studies (BBS). I, therefore, recommend
the project work report for evaluation.
______________________
Mr. Dinesh Aryal
Supervisor
Date:
iii
Endorsement
We hereby endorse the project work report entitled “ A STUDY ON SERVICE SATISFACATION OF
NEPAL TELECOM” submitted by Pratikshya Aryal of Gyan Bahumukhi Campus College,
Kohalpur, Banke, In partial fulfillment of the requirements for the degree of the Bachelor of
Business Studies (BBS) for external evaluation.
_________________ ___________________
Mr. Ganesh Kumar Khadka [Link] Bhadur Gurung
Head of Research Committee (Campus Chief
Date: Date:
iv
Abstract
The main reason of this field work is to gaining the knowledge about various component of
profitability of commercial bank. Under this heading it is gaining the knowledge about the
Study “A STUDY ON SERVICE SATISFACATION OF NEPAL TELECOM”. Data are extracted from staff
of bank and customers, cross verifying from various persons, who are having knowledge
about the bank.
The project report is prepared as per instructions of professor/supervisor on the selected
chapter and format received from campus. After observing necessary report of senior students,
books of various writers report writing was started. When preparing report own technique is
used without copying from any books and report but some correlation are done with some
reports of senior student and books of writers.
Under this heading it is express the Study of “A STUDY ON SERVICE SATISFACATION OF NEPAL
TELECOM” data are collected, analyzed and interpreted and presented in report.
v
Acknowledgement
This project work report entitled “ A STUDY ON SERVICE SATISFACATION OF NEPAL TELECOM” has
been prepared in the form as required by the Tribhuvan University for the partial fulfillment of
the degree of Bachelor of Business Studies (BBS). Giving me great opportunity to prepare this
Report held under Tribhuvan University Firstly, I would heartily like to thank to Tribhuvan
University.
I am highly indebted to my respectable supervisor Mr. Dinesh Aryal, Head of Department of
Management of New Gyan Bahumukhi Campus, Kohalpur whose sound theoretical and
practical knowledge provided me the basis for the preparation of this report from beginning
till end.
I would like to express my great sense of gratitude to bank Manager and staff of NTC
Kohalpur Branch for providing me relevant data and information required for the project work
Report. I also owe an indebtedness to all reputed authors whose writings have provided me the
necessary guidance and invaluable materials for my enrichment of my research paper in all
possible way.
Pratikshya Aryal
BBS 4thYear
Gyan Bahumukhi Campus
vi
Table of content
Title Page i
Declaration ii
Supervisor Recommendations iii
Endorsement iv
Abstract v
Acknowledgement vi
Table of Contents vii
List of Tables ix
List of Figures x
Abbreviation xi
Table of Contents
Contents Page No.
Chapter-One Introduction 1-9
1.1 Background of the study 1
1.2Profile of the organization 2
1.3 Statement of the Problems 4
1.4 Objective of the study 4
1.5 Rational of the study 5
1.6 Scope of the Study 6
1.7 Literature review 6
1.8 Research Methodology 8
1.9 Limitation of the study 11
CHAPTER-Two: Results and Analysis 12-33
2.1 Presentation of Data and Analysis 12
2.2 Major findings 25
CHAPTER-Three: Summary, Conclusion and Recommendation 28-29
3.1 Summary 28
3.2 Conclusion 29
BIBLIOGRAPHY 30
Questions Survey 33
vii
List of Table
List of Tables
Table No. Title Page No.
Table 2.1 Demographic Characteristics of the Respondents 14
Table 2.2 Customer Satisfaction on Price 18
Table 2.3 Customer Satisfaction on Service Quality 20
Table 2.4 Customer Satisfaction on Coverage (Strength of Signal) 22
Table 2.5 Customer Satisfaction on Sales Promotion 24
viii
List of Figures
List of Figures
Figure No. Title Page No.
Figure 2.1 Respondents Classified by Gender 15
Figure 2.2 Respondents Classified by Age 16
Figure 2.3 Respondents Classified by Academic Qualification 17
Figure 2.4 Respondents Classified by Occupation 17
List of Abbreviations
ix
Abbreviation Full Form
ADSL Asymmetric Digital Subscriber Line
FTTH Fiber to the Home
GSM Global System for Mobile Communications
ICT Information and Communication Technology
IT Information Technology
LTE Long-Term Evolution
NDCL Nepal Doorsanchar Company Limited
NTC Nepal Telecommunications Corporation
NT Nepal Telecom
SERVQUAL Service Quality Model
SMS Short Message Service
SPSS Statistical Package for the Social Sciences