Factors influencing customer satisfaction in Grameenphone

Abstract

In the telecommunication sector of Bangladesh, competition is getting immense. In order to retain customers, companies need to attract their customers finding new pathways. One of the biggest problems is that the change of mobile operator doesn’t cost much for which customers have the higher power to switching. Grameenphone has been the market leader in this sector for a long time. However, they have proved themselves in the market for their superior network and customer services which helped them creating a huge customer base. Being the market leader of the telecom sector, the company needs to pay attention on certain factors which have positive influence over customer satisfaction. And as the market is emerging with the increase of competition, it is important to satisfy customers in order for their retention. For such, a statistical analysis has been conducted over SPSS in order to measure the factors which influence customer satisfaction in Grameenphone. Primarily, a survey has been conducted based on the responses of which statistical analysis has been done over SPSS. The analysis includes missing data analysis, Mahalonobi’s distance analysis, Factor analysis, Reliability test, Validity test which includes both convergent validity test and discriminant validity test, and Regression analysis with the interpretation of the results found from the analyses. Lastly, based on the results, few recommendations have been suggested in addition to explaining the limitations of this study.