Assessing customer satisfaction of Grameenphone

Abstract

Grameenphone is the leading company in the mobile telecommunication industry of Bangladesh. It has been successful to build a superior image in comparison to the other operators. In other words, GP has a clear advantage over the competitors. Grameenphone has some additional features in comparison to its competitors. It is playing a vital role to increase the subscribers of Grameenphone. Another important thing is that GP users are mostly satisfied with the initial price of GP connections and hand-sets. Because, before GP’s introduction to the market, mobile phones were totally out of reach to the major part of the current market. Moreover, Grameenphone subscribers are happy with the country-wide network. But overall, GP users are not satisfied with service of the company. Many important factors are acting as reasons behind this overall dissatisfaction. Grameenphone connections are not always available. The Grameenphonecenters are very important for some after-sales services. But, these have shortage of capacity. GP Subscribers need to spend significant amount of time to reach the customer care. Behavior of the Customer Manager is satisfactory. For customer managers it is too tough to handle a large numbers of subscribers with a smiling face continuously. Most of the subscribers are not happy with the billing rate of Grameenphone. They think it is too high in the context of Bangladesh.