Service Management of A.H. Khan & Company as a 3rd Party Service Partner of Grameenphone Ltd. for SME Market

Abstract

Mobile telecommunication companies are playing a key role for the communication in the present world. In the mobile telecommunication industry of Bangladesh, Grameenphone has become a leading company. Creating a superior image in comparison to the competitors is a difficult task. Grameenphone has created a superior image in comparison to the other operators. The main objective of this report is to evaluate the service management of A.H. Khan & Company as a 3rd party service partner of Grameenphone Ltd. for SME Market. Small and medium enterprises (SMEs) are treated as the engines of growth and drivers of innovation worldwide. They play a significant role in driving economic growth and generating jobs. SME Business Sector will play a major role in bridging the urban-rural income gap and contribute towards inclusive growth. A.H Khan & Company and Grameenphone jointly established business in SME with A.H Khan & Company selling Grameenphone Products in SME sector. As a 3rd party partner of Grammeenphone, A.H khan & Company pursued the marketing objectives of Grameenphone in the SME market and A.H Khan & Company is also found to be engaged in increasing Grameenphone’ Market share in the SME market. Based on the analysis, several crucial factors are identified which have the impact on service management of A.H. Khan & Company as a 3rd party service partner of Grameenphone Ltd. for SME Market. The notable factors include network coverage, customer service, pricing, internet service, and employee behavior. The users of Grameenphone in the SME market think that billing rate of Grameenphone is high though they are found to be quite satisfied with the level of services provided by Grameenphone. Based on the study results several recommendations and conclusion are given at the end of the report for the purpose of improving the performance of Grameenphone in the SME market.