Customer satisfaction index and service quality assurance of Grameenphone Ltd.

Abstract

As a market leader, GrameenPhone Ltd. is continuously coming up with new ideas regarding its products and services. Recently, the company is mainly focusing on the after sales services, non-voice services and the quality of all the services. Because, the company knows in near future, voice based services will reach to the maturity stage which will make the business growth constant to some extents. Hence, the company is trying to maintain the leading position by providing and maintaining the quality services. These attributes are working as a building block to increase GP’s service value. Hence through this internship report, I have tried to find the relationship between customer satisfaction and the service quality. Comprehensive information was taken from CSI (Customer Satisfaction Index) and SQA (Service Quality Assurance). The results of week-38 to week-45 were picked to analyze. MS Excel and various charts were used to analyze data. The analyzed information shows that there is a gap between customer satisfaction and the service quality provided by the customer managers. Though the GP subscribers are aware about GP services, but they are not fully satisfied with those services. Most of them are dissatisfied because of the high call rate. Now making subscribers satisfied will be the great challenge for the company. GP has to build a quality service line through various services like providing information proactively to the customers. Increased customer satisfaction status will raise the service value of GP, increase subscribers usages rate result increase revenue for GP. Now Grameenphone Ltd. has to consider the GAP minimization and maintain alignment with service offering and service quality to maintain the target level of CSI. Otherwise, in the long run new services innovation will not give its ultimate success.