Assessing the Level of Satisfaction of Grameenphone Subscribers

Abstract

Grameenphone is the most popular cellular operator in Bangladesh. In this study, we have tried to find out the key services of Grameenphone, that has affected customer satisfaction of the subscribers of Grameenphone. Some important factors are performing behind this overall satisfaction. Customer satisfaction depends on some factors which are network quality, call rates, internet services and packages, customer care service, FNF and so on. We have selected primary data for this study. We have conducted a survey on 50 Grameenphone users in Dhaka. The main focus of the survey was based on dissimilar customer satisfaction factors of Grameenphone. Most of the subscribers are not satisfied with the call rates of Grameenphone, and a large number of subscribers are happy with the network service. Over all, we got a mixed result from this survey; that means, some customers are happy with Grameenphone, and some customers are not happy.