Overall customer satisfaction of Robi compared to other operators in Bangladesh

Abstract

Mobile technology is presently providing various cheap solutions in people's daily life. The traditional thinking of connecting people through mobile phone is far behind in comparison with the present scenario. Information technology enables telecom companies to provide economic solutions with a very cheap and easily available access to satisfy customers, which was earlier costly and not accessible to some extent. This report is arranged on the basis of my three-month practical experience at Robi Axiata Limited. This internship program helped me to learn about the practical scenario of a Telecommunication Company. Robi Axiata Limited is a dynamic and leading countrywide GSM communication solution provider. It is a joint venture company between Axiata Group Berhad, Malaysia and NTT DOCOMO INC, Japan. Robi Axiata Limited, formerly known as Telecom Malaysia International (Bangladesh), commenced its operation in 1997 under the brand name Aktel among the pioneer GSM mobile telecommunications service providers in Bangladesh. Later, on 28th March 2010 the company started its new journey with the brand name Robi. This report has been presented based on my observation and experience gathered from the company. The organization has many divisions and departments. As I have completed my internship in the market strategy and planning under market operation department I will be discussing more on Robi customer satisfaction scenario in terms of today’s market. This report is about a survey analysis of customer satisfaction of telecom service provider comparing mainly with Robi. A research has been conducted to draw a conclusion on the satisfactory level of the customers who use telecom services. The result that is found is quite considerable. However, Robi Axiata Limited should work a lot to convince and sustain their existing customers as well as to gain more new customers through satisfying them. The result of the research is described in details in this report in the later chapters.