Assessing the customer satisfaction in the Telecommunication Industry: A Study on Grameenphone Ltd

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 Customer Manager behaves well. The user of GP thinks that billing rate of Grameenphone is high. This report is prepared to fulfill the partial requirement of the Bachelor of Business Administration at United International University. The main objective of this report is to find out customers’ satisfaction of Grameenphone. The first chapter contains the introductory part of this report. It includes Objective of the Report, the motivation of the study, Scope of the Study, Limitations of the Study, and significance of the study. The second chapter contains company profile. It includes mission, vision, SWOT analysis, porters five force model, products and services, literature and review. Methodology, data collection, and analysis, interpretation and discussion are included in the Third chapter. Based on the analysis, several crucial factors are identified which have the impact on customer satisfaction in the telecommunication industry in Bangladesh. The notable factors include network coverage, customer service, pricing, internet service, and employee behavior. Based on the study results several recommendations and conclusion are given at the end of the report.