Factors influencing customer satisfaction of Banglalink

Abstract

Banglalink is the second largest telecom operator in Bangladesh in terms of market share. The report discusses about the different factors that are contributing to customer satisfaction or dissatisfaction. This project has been designed to accomplish to find out the “Factors Influencing Customer Satisfaction of Banglalink”. Starting part of the report narrates the company profile including Banglalink’s history, their vision, mission and strategy, products and services, activities and performances. It also describes the existing competitors and their competitiveness in response to economic condition. This part of the report indicates the internal capability which is affecting in the performance regarding satisfying the customer. It has been found that Banglalink is doing well in terms of revenue and profit generation. Moreover, their marketing department is using all possible tools to satisfy their customers. They have enough financial affluence to provide better service to satisfy not only their existing customers but also new customers. In the following part of the report, a survey was thus conducted focusing on different customer satisfaction factors of Banglalink. Some important factors (like call rate, network, value added service, etc.) of Banglalink that affect the satisfaction level of the customers have been identified where customers give special emphasis. Findings and analysis part describes different statistical tools that have been used to produce various statistical outcome. According to the response and all necessary calculation it has been determined that the customers of Banglalink are not satisfied. Customers are not satisfied in terms of Call rate, Network Coverage and Customer Care service most. So Banglalink needs to improve these mentioned things to satisfy their customers. It is generally recognized and findings of my research prove that, although Banglalink is the second largest telecom company in the market of mobile telecommunication industry, its customers are not satisfied with their services. If Banglalink does not take care of these dissatisfactions and other company in the market with similar offers, it will be difficult for Banglalink to keep current market share intact.