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    Customer Satisfaction of Grameen Phone Ltd.

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    07304087.pdf (1.703Mb)
    Date
    2011-12-22
    Publisher
    BRAC University
    Author
    Mouli, Marzana Moslem
    Metadata
    Show full item record
    URI
    http://hdl.handle.net/10361/1692
    Abstract
    Grameen Phone has been successful to build a superior image in comparison to the other operators. In other words, GP has a clear advantage over the competitors. It has some additional features in comparison to its competitors. It is playing a vital role to increase the subscribers and GP users are mostly satisfied with the initial price of GP connections and handsets. Because, before GP‟s introduction to the market, mobile phones were totally out of reach to the major part of the current market. Moreover, Grameen Phone subscribers are happy with the country wide network. In spite of this, GP users are not satisfied with service of the company. Considering the importance of customer satisfaction, this project was designed to assess the satisfaction level of GP‟s subscribers. If GP does not take care of these dissatisfactions and other company enters the market with similar offers, it will be difficult for them to keep current market share intact. A survey was thus conducted focusing on different customer satisfaction factors of Grameen Phone. Many important factors are acting behind this overall dissatisfaction. Significant dissatisfactions were observed in the factors like quality of air time and network availability, service of helpline, service of info centers, high billing rate, and so on. Customer satisfaction was observed in the areas like initial price, wide network etc. Most importantly, a significant portion of the GP subscribers were found not fully loyal toward the company. The findings of this survey have recently reduced this problem to a limited extent. At this moment GP is trying to reach the customers with various promotional activities and are attempting to make their brand presence felt. Through their significant advances in Bangladesh, they are moving ahead on the track to achieve their goals.
    Keywords
    Business administration
    Description
    This internship report is submitted in a partial fulfillment of the requirements for the degree of Bachelor of Business Administration,2011.
     
    Cataloged from PDF version of Internship report.
     
    Includes bibliographical references (page 52).
    Department
    BRAC Business School, BRAC University
    Collections
    • Internship Report, BBA (Brac Business School)

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