Service Quality a means to fight against Tax Scandal for Telecommunication Industry in Nepal: A case study of Ncell.

Sulochana Adhikari

Studenteropgave: Speciale


In last 3 years, Ncell is facing lots of criticism regarding their avoidance of paying Capital Gain Tax to the Nepalese government. The amount that Telia had gained from selling the share of Ncell to the Axiata group led to this issue. Public are demanding to pay the tax to the government but Ncell has filed a petition to the court for falsely calculated tax amount. While public are aggressive about the company’s irresponsible behaviour, they are still using their Network. This Thesis is a study based on Ncell and aims to answer the research questions of “Why the Customers of Ncell Still using their services even when Ncell is involved in such hatred issue such as “Tax Scandal”? : A case study of NCell.” This study is carried out by abductive approach. We have used critical realism as the philosophy of science in understanding of the data. We have collected primary data from the survey, interview and observations and used secondary sources from company’s websites and other sources. In the understanding of the problem area, we used background of Nepal, Ncell, telecommunication industry and case study related to scandal. Furthermore we used theories related to CSR, Corporate reputation, Brand image, Perceived Service Quality, Value creation and corporate social irresponsibility in developing the base for answering the research question. In the discussion and conclusion section, This study reveals that the perceived service quality was the main factor behind the customers still using Ncell’s network despite being criticised for not paying tax. In addition, the study also found out that their irresponsible act of avoiding taxes led them to bad corporate reputation.

UddannelserVirksomhedsstudier, (Bachelor/kandidatuddannelse) KandidatVirksomhedsledelse, (Bachelor/kandidatuddannelse) Kandidat
Udgivelsesdato31 dec. 2019
Antal sider108
VejledereSameer Ahmad Azizi