Customer Satisfaction Of Airtel & Grameenphone

Satisfaction Level of Retailer Bangladesh & Gramophone”. We have tried to provide accurate information throughout the term paper. However, may be there could be some unwanted mistakes for which we apologize. We will be glad if you accept our work. We are expecting your valuable advice and coordination for our future developments. Thanking you. Sincerely, Rift Hosing ID: Acknowledgement Elizabeth Pimp Susan Habit We would like to express our humble gratitude to the Almighty for enabling us to complete the enormous Job of this term paper.

This analysis would not have been Seibel without the help, encouragement and appreciation of many individuals. We would like to express my heartfelt gratitude to my supervisor, Md. Difficult Islam, Lecturer, American International University – Bangladesh (BIBB) for his constant guidance and helpful suggestion during the course of analysis. This analysis would not have attained its current shape without his encouragement and continuous support. We would like to express our deepest gratitude to our parents for their continuous support, constant inspiration and loving care given and shown to us during our studies and analysis.

We also acknowledge our debt to all who helped us in collecting informative data related to the analysis during our field visit to study area. Table of Content Topic Name 1. Introduction 1. 1 Basic information 1. 2 Background information 1. 3 Objective of the report 1. 4 Literature Review 6 7 2. Research Method 2. 1 Data sources 2. 2. Method of collecting data 2. 3 Limitations of the study 11 12 3. Result & Discussions: Findings 3. 1 Findings on respondents’ analysis 3. 2 Findings on questionnaire analysis 3. 3 Best According to Customers 3. Reasons of the First Choice: Gramophone 3. Reasons of the First Choice: Retailer 3. 6 Competitive Advantage of Gramophone & Retailer 3. 7 Customers Recommendations 3. 8. References 3. 9 Questionnaire 13 15 16 17 18 19 4. Expected outcomes & conclusion 21 5. Bibliography 6. Appendix The introduction of the telecommunication sector has been pretty late in Bangladesh compared to that of the neighboring countries. The mobile telecommunication service has been doubling on an annual basis over the last two or three years.

Now- a-days there are six mobile phone operators in the country with – Grahame phone, Robe, Telltale, Bankrolling, Retailer and Citadel. They are offering different new package and offers different value added services to satisfy the customers ‘demands. Customer satisfaction is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones.

However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal. Customer satisfaction, a term recently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as “the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.

People in Bangladesh are becoming busy day by day and more professional than previous. They need to share more information to each other because demography has changed due to the era of globalization. Mobile phone has introduced a tremendous change in the communication sector in our country. It has changed the communication structure also. People in various occupations and income levels are using mobile phone intensively for their occupational purpose and personal purpose as well. 1. Basic information The telecoms sector of Bangladesh began its Journey with land phone. Then SABA was the first company to bring cellular telephone services. The telecoms sector has completely changed both in terms of coverage and efficiency of services. Cellular telephone services have achieved great commercial success. For most firms, the preeminent goal is to maximize the value of the firm for its owners or shareholders. Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay much more attention to satisfy customers.

The state of satisfaction depends on a number of both psychological and physical variables, which correlate with satisfaction behaviors. For this majority of the firms is trying to be a customer- oriented, customer- focused, or even-customer driven enterprise. Retailer is one of the late movers in telecommunication sector of Bangladesh. And like all other telecoms companies, it is trying hard to penetrate the market and get a hold of significant market share through their valued customers. . 2 Background information Retailer Bangladesh Ltd. Is a GSM-based cellular operator in Bangladesh.

Retailer is the sixth mobile phone carrier to enter the Bangladesh market, indignantly launched commercial operations under the brand name “Warmheartedly” on May 10, 2007. Ward Telecoms International LLC, an ABA Dhabi abstractionists, sold a majority 70% stake in the company to Indian’s Birth Retaliated for SIS$300 million. Birth Retailer Limited took management control of thecompany and its board, and refrained the company’s services under its inertial brand from December 20, 2010. The 2010. Gramophone widely known as GAP, is the leading telecommunications service provider in Bangladesh.

With more than 46. 04 million subscribers (as of September 2013), Gramophone is the largest mobile phone operator in the country. It is a Joint venture enterprise between Telethon and Grahame Telecoms Corporation, a non-profit sister concern of the internationally acclaimed micromanage organization and community development bank Grahame Bank. Telethon, the largest telecommunications company in Norway, owns 55. 8% shares of Gramophone, Grahame Telecoms owns 34. 2% and the remaining 10% is publicly held. Gramophone was the first company to introduce GSM technology in Bangladesh.

It also established the first 24-hour Call Center to support its subscribers. With the slogan Go Beyond, Gramophone promises its customers to bring the best of communication technologies so that they can Go Beyond. 1. 3 Objective of the report The objective of the report is divided into two parts. They are specific and broad objectives. The specific and broad objective of this report is given below: 1. Broad Objective: The broad objective of this report is to find out the customer satisfaction level of Retailer & Gramophone customers. Specific Objectives: The specific objectives will be To find out specific areas of satisfaction of Retailer & Gramophone users To figure out specific areas of dissatisfaction of Retailer & Gramophone users To know the overall satisfaction level of the customers To figure out possible improvement sectors to reduce dissatisfaction To know the better service provider between this two companies Retailer is the 6th mobile phone carrier to enter the Bangladesh market and launched commercial operation on May 10, 2007.

Indian’s birth Retailer limited bought 70% share of Ward telecoms international. This is the largest investment in Bangladesh made by an Indian company. Retailer offers both prepaid and postpaid connections with lots of diversified packages to its customers. It also offers massive value added services to its subscribers. Below is a description of timeline of Ward Telecoms in Bangladesh, Birth Retailer and its taking over Ward: In December 2005, Ward Telecoms International paid SIS$ 50 million to obtain a GSM license from the BUTT and became the sixth mobile phone operator in Bangladesh.

In a press conference on August 17, 2006, Ward announced that its network would be activated two months ahead of schedule, in October, 2006. Again in October, 2006 Ward Telecoms put off the launch of its cell phone services in Bangladesh until April, 2007 after its major supplier Monika walked out on an agreement over a payment dispute. Ward had a soft launch at the end of January 2007. It gave away complimentary subscriptions among a selected group of individuals, whose Job was to make test calls’ and the operator adjusted its network’s quality based on their comments.

On May 9, 2007, Ward in an advertisement in some daily newspaper stated that it would be launching publicly on May 10, 2007. However, no call rate or any package details were revealed. The advertisement included an announcement for the people interested to buy Ward connections to bring the documents like ID card, etc. , to the designated franchise and five more districts raising total number of districts under Ward coverage to 56, said a press release. Enmeshing, Smaller, Sharper, Raja and Anural towns were covered by Ward network. On November 10, 2007, 61 districts under Ward network coverage.

On June 10, 2008, Ward Telecoms expanded its network to 3 more districts Bandanna, Graphical and Reanimating. Now all 64 districts of Bangladesh are under Ward network coverage meaning Ward Telecoms now has nationwide coverage. On December 20, 2010, Ward Telecoms was refrained to Retailer. Birth Retailer Limited is commonly known as Retailer. It is an Indian telecommunications company that operates in 20 countries across South Asia, Africa and the Channel Islands. It operates a GSM network in all countries, providing 26, 36 and G services depending upon the country of operation.

Retailer is the third largest telecoms operator in the world with over 243. 336 million customers across 20 countries as of March 012. It is the largest cellular service provider in India, with over 181 million subscribers at the end of March 2012. Retailer is the third largest in-country mobile operator by subscriber base, behind China Mobile and China Unisom. Retailer is the largest provider of mobile telephony and second largest provider of fixed telephony in India, and is also a provider of broadband and subscription television services.

It offers its telecoms services under the Retailer brand, and is headed by Sunnis Birth Metal. Birth Retailer is the first Indian telecoms service provider to achieve Cisco Gold Certification. It also acts as a carrier for national and international long distance communication services. The company has a submarine cable landing station at Achaean, which connects the submarine cable connecting Achaean and Singapore. Retailer is known for being the first mobile phone company in the world to outsource all of its business operations except marketing, sales and finance.

Its network-?base stations, microwave links, etc. -?is maintained by Ericson, Monika Siemens Network and Hawaii, and business support is provided by MOM, and transmission towers are maintained by another company (Birth Inflated Ltd. In India). Ericson agreed for the first time to be paid by the minute for installation and maintenance of their equipment rather than being paid up front, which allowed Retailer to provide low call rates. Birth Retailer began its Journey in Bangladesh in December 2010 when it acquired 70 percent stock of Ward Telecoms of ABA Dhabi Group.

So, it can be said that Retailer Bangladesh has Just completed its maiden year in the country. And within this period of time, the operator has also created a vast Job opportunity in diverse segments of the organization and as of August 2013, Retailer Bangladesh has 7. 97 million subscribers with 7. % of market share. Before Gramophone’s inception, the phone was for a selected urbanize few. The cell phone was a luxury: a flouting accessory for the select elite. The mass could not contemplate mobile telephony as being part of their lives.

Gramophone started its Journey with the Village Phone program: a pioneering initiative to empower rural women of Bangladesh. The name Gramophone translates to “Rural phone”. Starting its operations on March 26, 1997, the Independence Day of Bangladesh, Gramophone has come a long way. Gramophone pioneered the then breakthrough initiative of mobile to mobile loophole and became the first and only operator to cover 98% of the country people with network The idea of providing universal mobile phone access throughout currently the founder and director of the Legatee Center for Development and Entrepreneurship at MIT.

He was inspired by the Grahame Bank microcircuit model and envisioned a business model where a cell phone can serve as a source of income. After leaving his Job as an investment banker in the United States, Quadric traveled back to Bangladesh, after meeting and successfully raising money from New York based investor and philanthropist Joshua Mailman, and worked for three years aiming support from various organizations including Nobel Peace Prize laureate Muhammad Yuan’s of Grahame Bank and the Norwegian telephone company, Telethon. He was finally successful in forming a consortium with Telethon and Grahame Bank to establish Gramophone.

Quadric remained a shareholder of Gramophone until 2004. Gramophone received a license for cellular phone operation in Bangladesh from the Ministry of Posts and Telecommunications on November 28, 1996. Gramophone started operations on March 26, 1997, the Independence Day in Bangladesh. Gramophone originally offered a mobile-to-mobile connectivity (widely now as GAP-GAP connection), which created a lot of enthusiasm among the users. It became the first operator to reach the million subscriber milestone as well as ten million subscriber milestone in Bangladesh.

Since its inception Gramophone has built the largest cellular network in the country with over 8500 base stations . Presently, nearly 99 percent of the country’s population is within the coverage area of the Gramophone network. Gramophone has always been a pioneer in introducing new products and services in the local telecoms market. GAP was the first company to introduce GSM technology in Bangladesh when it launched its services in March 1997. Gramophone was also the first telecommunication operator in Bangladesh to introduce the pre-paid service in September 1999.

It established the first 24-hour Call Center, introduced value-added services such as VIM, SMS, fax and data transmission services, international roaming service, WAP, SMS-based push-pull services, EDGE, personal ring back tone and many other products and services. In October 2013 the company launched 36 services commercially. The entire Gramophone network is G/EDGE/GAPS enabled, allowing access to high-speed Internet and data services from anywhere within the coverage area. There are errantly over 7 million G/EDGE/GAPS users in the Gramophone network.

Today, Gramophone is the leading and largest telecommunications service provider in Bangladesh with more than 47. 64 million subscribers as of January 2014. Gramophone has so far invested more than BET 24,300 core to build the network infrastructure Gramophone is one of the largest taxpayers in the country, having contributed more than BET 35,500 core in direct and indirect taxes to the Government Exchequer over the years. There are now more than 1600 GAP Service Desks across the country covering nearly all piazzas of all districts and 94

Gramophone Centers in all the divisional cities Gramophone has about 5000 full and temporary employees. 300,000 people are directly dependent on Gramophone for their livelihood, working for the Gramophone dealers, retailers, scratch card outlets, suppliers, vendors, contractors and others. In this report we tried to discuss the comparative analysis of Retailer 7 Gramophone over the customers. There are two types of data sources are used to obtain the required information. 2. 1. 1 Primary Data ; Direct interview though a survey questionnaire 2. 1. Secondary data Commercial websites of Retailer & Gramophone Online articles on telecommunication sector Previously conducted research papers on different issues of telecommunication Company”s magazines, brochures, etc. 2. 2. 1 Selecting Sample The population of this study are customers of Retailer Bangladesh & Gramophone and we took interview 120 person of different age group in our study. We targeted different people from different age group. The target population were divided among following age groups- 18-30 years – 60 30-50 years – 30 50-70 years – 20 70- above years – 10 2. 2. Procedure of data collection After determining the target population and sampling frame we were looking forward o conduct the survey for collecting the information. As our extent of the target population was preplanned and structured, therefore, we did not have any trouble to collect the information from the fieldwork. Whenever we found a student who was sitting idle or gossiping with their friends we went to them, cordially introduced ourselves and asked them whether they were using retailer or GAP. After receiving a positive response, we provided a questionnaire form and asked them to participate in the survey.

Fortunately, no one denied participating in the survey because it did not take more than four minutes to finish. Moreover, every respondent was looking enthusiastic in taking part and some of them were very cooperative and supportive. They also assisted us to find out active retailer & GAP users. By this way, we collected data from 100 respondents. Rest 20 set of questionnaires were given to my friends and the neighbors who were the Retailer or GAP users. 2. 2. 3 Method of analyzing data After completing the research survey, we started the data preparation for the project.

Microsoft Excel program. Since, this is a descriptive research and the data analysis should be done quantitatively. For this reason, we used MS Excel software because e have enough insights of using this program. In the beginning portion of the questionnaire, there were some general questions to aware of the some information about the respondents, for instances, gender, age, duration of the network age and some direct question related to their usage pattern. This information is analyzed collectively rather than individually.

Here, no statistical tools have been used. The next section of the questionnaire contains 13 statements. Each of the statements has been arranged in such a way which is directly related to the customer satisfaction factors. 2. Limitations of the study The survey is subjected to the bias and prejudices of the respondents. Hence 100% accuracy can’t be assured. The researcher was carried out in a short span of time, where in the researcher could not widen the study. The study could not be generalized due to the fact that researcher adapted personal interview method.

It is so difficult to survey questionnaire among target samples. 3. 1 . Findings on respondents’ analysis The general analysis of the 120 samples is presented in this section. The main objective of the respondents” analysis is to get the overview about respondents. Here, exponent”s gender, age limit, duration of their network, and usage pattern, etc. Have been discussed briefly. There is no statistical tool used to analysis the respondent’s overview because this information will not affect directly to the customer satisfaction factors.

For collecting data from the field, the research survey has been conducted among 80 male and 40 female users of retailer & GAP users. Thus, the ratio of male user is 60% and the ratio of female user is 40%. We have conducted the research on 18-30 years – 60 From this scenario, it can be said that most of the retailer is more popular in urban areas & in young generation. There were also two direct questions asked to the respondents to know the reason of using Retailer and to know which of the value added services are used by the respondents.

Research findings show that 40% of the respondents use retailer only for the lower cost. 20% of the respondents use retailer for the highest Fin benefits. 10% of the respondents said they are using retailer for low on- net tariffs. 30% of the respondents use GAP for network, voice quality and for the brand image. 3. 2 Findings on questionnaire analysis 1. How many Simi do you use? Most of the respondents use 1 Simi. Rest others use 2 Sims for various purposes. 2. Which company’s Simi you are using now? Telltale, Robe & Bankrolling Simi. 3. What is the reason behind of your choice?

Most of the Retailer users use Retailer for the lower call rate. Gramophone users use it for better network & service. 4. Who is following better business strategy? Most of the Retailer users think Retailer is following better business strategy at this moment to attract new young generation. Gramophone users think GAP should obtain more attractive business strategy to retain the existing customers as well as draw interest to new customers. 5. Who provides more facility for their customers? In this question, most of them think Gramophone is providing more facilities to its customers.

With their network, service & customer care outlet around the country Gramophone is far better than Retailer. 6. Who is more responsible for social welfare? Most of the respondents expressed that being the most popular & largest telecoms company, Gramophone is contributing more for social welfare of Bangladesh. 7. Rate Most of the respondents are satisfied with the call rate of Retailer. Few of them think it is moderate. On the other hand, most of the respondents think call rate of Gramophone is highly expensive. They are dissatisfied with this. 8.

Service In service issue, most of the respondents feel moderate with the Retailer service but Gramophone have many satisfied clients in this regard. 9. Network In network issue, Retailer has dissatisfied customers. The respondents are not satisfied at all with the struggling network of Retailer. On the other hand Gramophone is reigning the telecoms scenario with their operative network. 10. Bonus Offer The respondents are satisfied with the endless bonus offers of Retailer. Most of them are agreed with that. Contrariwise Gramophone’s bonus offers are not so much distractions to its clients. 11.

Bundle Offer Most of the respondents are satisfied with the bundle offers of Retailer. A small number of them are moderate with that. Inversely the bundle offers of Gramophone are dissatisfactory to its clients. 12. Which company’s Simi you will suggest for using to your friends? 60% of the respondents told that they will suggest Retailer Simi to their friends. Rest of them stated that they will recommend Gramophone to their friends. In the respondent”s opinion and suggestion section, 12 respondents did not put any opinion. However, rest 108 of the respondents shared their valuable opinion