CRM perspectives in public and private enterprises of telecommunication industry in Nepal | |
| Author | Chand, Riwaj |
| Call Number | AIT RSPR no.SM-21-26 |
| Subject(s) | Customer relations--Management Telecommunication--Nepal |
| Note | A research submitted in partial fulfillment of the requirements for the degree of Master of Business Administration |
| Publisher | Asian Institute of Technology |
| Abstract | With the government of Nepal's liberalization efforts over the last decade, the telecommunications business has soared and become widely available to the general people at reasonable costs, as the private sector began to challenge the government monopoly. The main aim of the research is to evaluate the CRM programs i.e., services provided by the telecommunication companies namely Ncell and NTC. Here Ncell is a private enterprise and NTC is a public enterprise which helps to do a comparative analysis between the two sectors. Ncell has been completely focused on supplying Global System for Mobile (GSM) mobile lines, whereas NTC offers all types of phone services and programs. Ncell has been nibbling away at NTC's market share over the last several years, thanks to aggressive marketing and superior services. Ncell recently surpassed NTC as the country's biggest contributor ofGSM mobile lines, despite the fact that NTC continues to dominate in overall customers. The demographic characteristics of the Ncell and NTC users -such as gender, age, occupation, and so on are represented. Then, the detailed information of research respondents about average monthly billing, range of time being users of such telecommunication company, as well as use and participation in telecommunication are shown in the analysis section of the research. There is also a comparative and correlative analysis of the responses received from the questionnaire along with the customer satisfaction related questions. There are various literature reviews relating to CRM and CRM in telecommunication industry as well which helps to gain certain perspective towards the research. The overall customer satisfaction and the evaluation of the CRM programs and services provided by Ncell and NTC can be seen in the research. The most important criteria a customer focuses on while choosing a network provider is the price of the provider and secondly the quality of service. The least important criterion for a customer is the availability of Recharge cards in their location, this is because in Nepal a recharge card can be found in almost every local shop. |
| Year | 2021 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Ransom, Lakeesha K.; |
| Examination Committee(s) | Zimmermann, Willi;Levermore, Roger; |
| Scholarship Donor(s) | Asian Institute of Technology Fellowship; |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2021 |