Satisfaction of GP employees in GPHouse regarding transport services provided by Grameenphone

Abstract

Grameenphone Ltd (hereinafter referred as to GP) is the leading mobile phone company in Bangladesh with the largest number of customers to serve with. Starting its operations on March 26, 1997, the Independence Day of Bangladesh, GP has come a long way. The company has a customer base of 37.7 million (as of April 2012) and the number is further growing. With more than 81% growth, the market share remained over 43%, even though the overall competitive environment had considerably intensified. The report is primarily prepared to determine the satisfaction level of GP Employees on Transport Services. The report is prepared in the light of Service Marketing as my particular job function depicts the service industry. Customer Satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer Satisfaction is defined as “the number of customers or percentage of total customers, whose reported experience within a firm, its products, or its services (ratings) exceeds specified satisfaction goals”. To determine satisfaction level of employees in this report is discussed the Customer (Employee) Satisfaction Tools and Strategies in a detailed manner. The employee requirement base is analyzed; all relevant points are included in the questionnaire survey. Employee feedback is taken and statistical implications made. I have done a research here to determine the employee satisfaction of Grameenphone. For that I had run the survey on 200 employees as a sample representing 2000 employees in GPHouse and then analyzed the data. The findings from the statistical data have been analyzed and documented and with use of these data, the employee satisfaction level has been shown. Some recommendations have been suggested to Grameenphone from my part after conducting all the analysis regarding my topic. The recommendations are hoped to be of help to Grameenphone to achieve service excellence and further develop the service quality.