Customer satisfaction over the value added services of Airtel Bangladesh Ltd.

Abstract

Airtel Bangladesh Limited, an organization out from the Indian Bharti Airtel that started out in Delhi in 1995. Founded by Sunil Bharti Mittal, the company has emerged as the second largest telecommunication company in the world- with rapidly growing sales figures and drastic rise in subscribers, aided by some vibrant and dynamic promotional strategies. Ever since it’s beginning, the company has had only way to look towards and the company still raises high on the success ladder. The Bharti Group, more accurately, its global telecom operations group has now presence in 21 countries in South Asia, Africa and Europe- Sril Lanka, India, Bangladesh, Jersey, Guernsey, Seychelles, Burkina Faso, Chad, Congo Brazzaville, Democratic Republic of Congo, Gabon, Ghana, Kenya, Madagascar, Malawi, Niger, Nigeria, Sierra Leone, Tanzania, Uganda, and Zambia. Their Bangladesh operations have also been meeting with much enthusiasm and thus have only meant that Airtel, has maintained its success story. This report will take a closer look on the operations of Airtel in Bangladesh- the company’s different functions, its Strenghts, Weaknesses, Opportunities and Threats. The report will focus on the learning that I have had of the company, in my time there as an Intern in the Marketing Division. The report will delve into studying the factors like Value Added Services, their quality and affectivity that affect the customer loyalty. The main purpose of the report is to see the satisfaction level of the consumers through the mathematical calculation by using the data collected via telephone survey. Additionally the report will give an idea about what the consumers of the telecom industry think, treat, expect and demand from the companies serving them. The report will interpret the data presented, their effectiveness and their relative importance for Airtel, as an organization and what the numbers imply for the general people. A tactful conclusion will then be brought up to summarize the findings of the report as a whole. Based on the finding a list of recommendations has been stated majority of which are drawn from the suggestions of the consumers themselves. Last but not the least a few of my point of view as recommendations.