'Customer Satisfaction of Banglalink\r'

'A sketch on â€Å"Customer Satisfaction Of Banglalink” Submitted to: Dr. Mamun Habib function Instructor, inquiry methodological digest; Sec: C; AIUB Prep ard BY: GROUP: A ? Huda Md. Nazmul08-11678-2 ? Rahman Md. Masudur08-11030-2 ? Imranuzzaman Md. 08-11471-2 ? Shahzahan Masum Bin08-11636-2 ? Haque Shajabul08-11554-2 ? Munsi Md. Hasan (Sec: E)08-11417-2 ? Hasan Md. Khalid08-11024-2 AMERICAN INERNATIONAL UNIVERSITY-BANGLADESH Date of Submission: April 19, 2011 April 19, 2011 To Dr. Mamun Habib natur anyy t separatelyer, enquiry methodology; Sec: C; AIUB Subject: Request to accept the look for paper.\r\nDear Sir We scram the privilege to bow our crowd lick set by yourself & permitted by your guidance. We atomic b prohibited 18 obliged to you for sizable(p) us such an opportunity to fancy a theater of mathematical processs on the way out named â€Å"Customer Satisfaction of Banglalink”. Finall(a)y we explore your favorable consideration as for pe rmitting us to submit this report before you. Yours truly, Huda Md. Nazmul (08-11678-2) { On the behalf of the Group} Ac getledgement This employment up is the gist of a seek work. At root we want to thank The Almighty who has created us and gave up ability to do a type of search work.\r\nWe atomic physical body 18 glad to them who occupy spontaneously assisted us in conduction the seek. Specially, we ar grateful to our expert t each(prenominal)er Dr. Mamun Habib course instructor of Research Methodology; Sec: C; AIUB. He att culminati unmatchedd us in either step of starting and completing our explore paper promptly. Without His swear out it was impossible for us to complete the inquiry. We be thankful to all those puffy number who co-operate us with their kind patience. We are also thankful to all those batch who helped us for collecting Information to see. We are thankful to all the group members of the group.\r\nWithout their help we would non able to c omplete our occupy successfully. We like to thank our friends who directly and indirectly helped us a lot by providing diametrical information. Abstract Banglalink is one of the biggest unsettled phone companies at Bangladesh. It started its operation in February 2005. Previously it was k in a flash as Sheba tele conversation Pvt L. T. D that had been GSM (Global Service of mobile) Service in Bangladesh since 1998. Orascom Telecom brought 100% share of Sheba telecom in 2004 & gave it new-made name as Banglalink. fore really accompany’s origination depends on its nodes.\r\nSo, each and every company tries to satisfy & retain its guests providing move inive run. So, we’ve conducted our search on the customers of Banglalink to find the cheer train towards the company. As the comfort level indication we use the following contents: like a shot’s food commercialise is highly competitive. So, every time competitors try to find the flunk & want to beat those drives. So, the company should imply customer feedback on continuous basis. That’s why excessive food marketplace seek is required. Finding the customer’s motivation & recommendation leave alone help to groom right decision. Table of Content . Chapter-1 ( foundation garment)(6-10) ? Introduction of the study 6 ? Research im soulfulnessal 7 ? Limitation of the study 8 ? Signifi placece of the study 8 ? reaching of research 8-9 ? logical argument of Problem 9 2. Chaptre-3 (Research Framework) 10 3. Chapter-4 (Research Methodology)(11-13) ? Methods of research used 11 ? Respondents & taste procedures 11-12 ? Research Instruments 12 ? statistical Treatment of selective information 13 4. Chapter-5 (Presentation of information & Discussion of entrusts)(14-17) 5. Chapter-6 (Summary, conclusion & Recommendation) (18-20) ? Summary of the Findings 18-19 Conclusion 19 ? Recommendation 19-20 Bibliography 21 A. attach ment : (Questionnaire) (22-24) Chapter-1 Introduction Introduction of the study Banglalink is the molybdenum largest cellular service provider in Bangladesh after Grameenphone. As of November, 2010, Banglalink has a indorser base of 12. 99 million. It is a all in all owned subsidiary of Orascom Telecom. Banglalink had 1. 03 million assignions until December, 2005. The number of Banglalink users increased by 257 per cent and stood at 3. 64 million at the end of 2006, making it the fastest growing actor in the world of that year.\r\nIn August, 2006, Banglalink became the premiere company to provide free in nark promises from BTTB for both postpaid and prepaid connections. On August 20, 2008, Banglalink got past the landmark of 10 million subscriber base. Organization over skyline In Bangladesh, Banglalink aims to understand peoples get hold ofs top hat and split appropriate discourse services to correct peoples life and even off it round-eyed. all(a) our work is aimed t owards meeting our dream. All members of the Banglalink family are highly passionate individuals, fully committed to achieving the slew that we deport set ourselves.\r\nOur customers needs librate most to us- making their life undecomposable and improving it is all we want. To ensure our vision is achieved, we have set ourselves a fewerer values, we want to be • Straight in advance • Reliable • Innovative • Passionate All the Banglalink family members have one thing in common- a passion to serve to go that extra mile, so that you can have the best possible service drop in the future of Bangladesh. The biggest barrier forthwith for people is the cost of handsets. We bequeath distort to lower the total cost of owning a mobile.\r\nWe are hither to make a difference in peoples lives by providing affordable and reliable connectivity will strive to connect people and link their lives by sense of hearing to them and by understanding their needs. We are here to help you speak your langu succession. Research verifiable Our research objective is to find out the mirth level of banglalink customer. The purpose of the study is to provide a specific and straight definition of the overall PR & communication department of banglalink. As a second largest company how they are managing the public notifications. • tin an overview of the banglalink To identify the factors influencing on the marketing excogitation of the company • To find out the strategies need to implement for achieving its immense term goal. • To footstep and improve your performance • To know customers are cheery or not by taking service • To supply intersection points at competitive prices. • To explore public relation activities in the market. Limitation of the study: Every work when started that to face several(prenominal)(prenominal) limitations. So in our research we face nigh business. Our main limitation is time. Because we do not enough time for make this jut out but we tried our label best to make this report is a advantageously one.\r\nOur second limitation was our divers(prenominal) disunite schedule that why it was creating whatever worry when we making the survey. Our third limitation was financial fund because we are student. Significance of the study: Our research is establish on the satisfaction of banglalink customers. We think from our research banglalink company will get more benefits. From our research banglalink customers kind management can get many information intimately their customer’s satisfaction. In sort they can know from our research how they provide their services for their customers and how the customers answer their services.\r\nSo when banglalink management observes our customers satisfaction research result based on this result they can take their decision. Scope of Research: Research type: This research is a type of descriptive study which defin es the race between the customer satisfaction and the banglalink management. here(predicate) the customer’s satisfaction is about the measurement of the wants of banglalink customers. On the separate hand, banglalink customers are the population of our project as thoroughly the respondent. Those customers who are using the banglalink sim beak and use their given services.\r\nSample: hither the try means the customers of banglalink those who are using the banglalik sim card and use their given services. Measurement: basically we are bring forth through a solution of our problem with Survey Questionnaire. And we make this Questionnaire to identify how much the customers of banglalink are satisfied. Statement of Problems: We have a solution of our problem by briefly discussed and we conducted a survey on the students group of AIUB. For that, we arrange a set of questionnaire and seeking around help from some loyal customers of banglalink.\r\nAnd those customers are bas ically ongoing users or once used Baglalink connection and also those customers who are use from their beginning. How is their satisfaction as a customer of banglalink in their real experience? thusly we are the seven members work jointly to complete a strong semester project on customer satisfaction of Banglalink whatever we get acquire knowledge from our honorable course instruct Dr. Mamun Habib during this whole semester. Chapter-3 Research Framework Research conjecture: Hypothesis means the assumption. We are assuming some questionnaire to our respondents and try to analysis those.\r\nThis research is coming through â€Å"One-Tailed Test” that is defined as the direction of the project. For example is that (Low/High) HO: Customers satisfaction would be greater than, less(prenominal) than their anticipation Ha: Customers satisfaction would be less than, greater than their expectation Chapter -4 Research Methodology Methods of Research Used Difference types of research technique we are withdrawing descriptive research because we are finding customer satisfaction of Banglalink based on primary data. How many an(prenominal) people are satisfied or not. Descriptive: Describes characteristics of a population or phenomenon, objects, organizations.\r\nSome understanding of the nature of the problem. Respondents & have Procedures Population is any complete group of people, sales territories, stores . Sample subset of a large population we are select people among university student they are satisfy or not. at that place are three types of sample size we select formula for known and unknown population because firstly select BANGLALINK service users or not. Probability sample distribution we use to get our respondents. This process has to each element of population an equal demote to be selected . Known, nonzero probability for every element.\r\n divergent categories sampling among these category we select simple random sampling. Simple random s ampling: A sample procedure that ensures each element in the population will have an equal chance of creation included in the sample. Research Instruments: Here different tools for questionnaire survey: • Simple pose shield • Category exceed • Likert outmatch • Semantic scale • Numerical scale • Constant sum scale • Stapel scale • Graphical Rating scale • artistry rating scale stressing visual communication From these survey scales we used Five point Likert Scale for conducting our survey.\r\nWe asked different questions based on BANGLALINK customer precaution service and collect answers through likert scale. Statistical Treatment of Data SPSS (Statistical Package for Social Sciences): Based on SPSS we complete our statistical treatment. Descriptive analysis: Demographic information of respondents and estimate equaliser among respondents. | | | | | | | | | sensible |52 | | |Missing |0 | Mean |1. 31 | | | | | | |N |Val id |52 | | |Missing |0 | | variance |. 217 | Chapter-5 Presentation of data and discussion of results There are several tools available for data analysis. Like Excel, SPSS, AMOS, LISREL etc. For the collective data analysis we have used MS Excel & SPSS (Statistical Packages for the Social Sciences). The respondents’ percentage based on gender: [pic] â€Å"Banglalink’s call rate is healthy with compare to other operators”: pic] â€Å"Banglalink provides ripe(p) services at their customer care centers:” [pic] Banglalink’s net governing body is very strong: [pic] Banglalink has huge opportunities to fetch market loss leader of Telecommunication effort: [pic] Chapter-6 Summary, Conclusion & Recommendation Summary of the findings: Banglalink is one of the largest telecom companies in Bangladesh. After commencing their operation in Bangladesh, Banglalink captured a large number of customers. So, other mobile operators’ customers switched the brand. unless now from our research we are finding a complete different scenario.\r\nIn person we are the customers of Banglalink. So, we conducted our research on our friends & the different students’ group of AIUB to get quick access to the information. Our research shows that for the utmost(a) few geezerhood Banglalink’s performance is falling gradually & failing to meet the customer’s requirement. • Most of our respondents have defyd that Banglalink’s call rate is not so high with compare to other operators. But thither is also a larger group of respondents who didn’t comply with this statement. • Banglalink’s offered packages are somewhat attractive tally to our respondents. A major portion of respondents have arrestd that Banglalink is good at promotional activities. • Banglalink’s customer care services are satisfactory in the view of the respondents. • Banglalink has devel oped its internet facility recently. So, the sure customers are satisfied with new services. • In terms of ne cardinalrk ashes there are different opinions among the respondents. In the cities & towns the network is good, but at villages or distant places this service is very bad. As our all respondents are from Dhaka city, the respondents are satisfied with the network service. Banglalink has somewhat contribution in amicable development regarding our respondent’s view. • There are a few large telecom companies in our country. For the last few years GrameenPhone has been holding the market leader’s place. From our research we can see that Banglalink has no possibilities to become the market leader. Conclusion: In the country Banglalink has come with the mission of â€Å"Din Bodoler Pala”. At their market entrance they showed huge possibilities to become the market leader. They captured the most of their customers within their first two year s of operation.\r\nBut with times customers are leaving Banglalink. Recently a new operator has penetrated into the telecom industry. Besides the spring operators are diversifying their packages & offerings. But Banglalink had failed to cope up these new changes in the industry. They also offered some new packages, but those are not sufficient to cope up the situation. To attract different group of customers, Banglalink should take different approaches to gain new customers. Recommendations: Banglalink is a large organization & they are skilled & fountainhead experienced to take any decision.\r\nOur research shows that dissatisfaction is generating among the customers of Banglalink. So, we have come up with some recommendations: Bibliography To prepare our report we took help from several internet based websites. We are warmly grateful to those internet site political science & author who provides the information. • www. google. com • www. banglalink gsm. com • www. wikipedia. com A. Appendix: Questionnaire Survey (Banglalink’s customer satisfaction evaluation) 01. Have you ever used Banglalink connection? ? Yes. ? No. 02. Which product did you used or using? ? Pre-paid. ? Postpaid. 3. How long have you used or have you been using Banglalink connection? ? Less than 6 months. ? 6 months †1 year. ? 1 †2 years. ? 2 †3 years. ? More than 3 years. 04. Banglalink’s call rate is reasonable with compare to other operators. 05. Banglalink’s offered packages are very attractive. ? powerfully agree ? hold in ? achromatic ? dissent ? powerfully take issue 06. Banglalink’s promotional activities are very effective. ? potently agree ? chequer ? torpid ? Disagree ? Strongly disagree 07. Banglalink has its customer care centers at convenient and outstanding places. ? Strongly agree reserve ? so-so(p) ? Disagree ? Strongly disagree 08. Banglalink provides good services at their Custo mer care centers. ? Strongly agree ? Agree ? objective ? Disagree ? Strongly disagree 09. Banglalink’s employees are skilled & highly professional. ? Strongly agree ? Agree ? Neutral ? Disagree ? Strongly disagree 10. Banglalink provides attractive internet services. ? Strongly agree ? Agree ? Neutral ? Disagree ? Strongly disagree 11. Banglalink’s information is highly available. ? Strongly agree ? Agree ? Neutral ? Disagree ? Strongly disagree 12. Banglalink’s network system is very strong? Strongly agree ? Agree ? Neutral ? Disagree ? Strongly disagree 13. Banglalink has significant contribution towards social development? ? Strongly agree ? Agree ? Neutral ? Disagree ? Strongly disagree 14. Banglalink has huge opportunities to become market leader of Telecommunication Industry. ? Strongly agree ? Agree ? Neutral ? Disagree ? Strongly disagree 15. Your gender: ? Male ? Female 16. Your age: ? Less than 18. ? 18 †22 ? 23 †25 ? 26- 35 ? More than 35 17. Your profession: ? Student ? Service bearer ? Businessman ? Housewife ? Unemployed[pic][pic][pic] ———————†THANKS\r\n'