Topic of my internship project is "Assessing Customer Satisfaction of GrameenPhone." I got the opportunity to do my internship at GrameenPhone Ltd. I have been working for their Customer Relations Division. As the name implies, it deals with the customers after the sales occurs. Main activities of this division includes maintaining databases of the customers, preparing the bills, distributing bills, activating new connections, helpline service, collection of bill through different banks all over the country, and the other after sales services. As a member of GP's Customer Relations Division, my job is to provide different services to our valued subscribers over telephone, which is the helpline service. In other words, my job is to satisfy the subscribers. In my internship project, I have tried to judge the satisfaction level of GP service holders.
This project was designed to accomplish three objectives. From my point of view, these issues are very important find out the gap between expectation and perception of the subscribers and to eliminate dissatisfaction. Through this study, I tried to attain the following objectives: ·Prime objective of my study was to find out the satisfaction level of GrameenPhone subscribers. ·As an outcome of the prime objective, I tried to notice the specific areas of dissatisfaction of the GP users. ·I applied the GAPs Model of service quality to find out both the customer and provider gaps.
1.3 Significance of the Study
From the organization part we came to know that GrameenPhone is the market leader in the mobile telecommunication industry of Bangladesh. Their growth rate is very high. But in this edge of competition, it is very difficult to keep the leading edge intact. Companies need to come up with new ideas to remain competitive. They need to keep their customers satisfied.
So, it is very important for GrameenPhone to know whether their customers are...