Customer Satisfaction of Grameenphone Limited

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Term paper On Customer satisfaction of Grameenphone limited

Term paper On Customer satisfaction of Grameenphone limited

Submitted to
Md. Moktar Ali Associate professor Department of Marketing University of Dhaka

Submitted by
Md. Masum-ul-Hoque ID: Md. Ehsanul Hoque ID: 41018044 Md. Amin ID: Department of Marketing University of Dhaka

Date of submission: 8 August, 2011

Letter of Transmittal
08 August, 2011. Md. Moktar Ali Associate professor Department of Marketing Faculty of Business Studies University of Dhaka Sub: Request for acceptance of the term-paper Sir, We are very pleased to be able to submit the term-paper on “Customer satisfaction of Grameenphone limited”. In developing the report, we have followed the format and instructions given by you. In every sphere of the report, we have tried our level best to make a good combination of learning from the Business statistics. We also tried to match the theoretical knowledge and the direct experience gathered during the preparation of the term-paper. In this report, we have tried to be as descriptive as possible for the convenience for the reader. Any clarification required & query needed regarding my report will be gratefully acknowledged.

The obediently Md. Masum-ul Hoque ID No. 41018003 Md. Amin ID No. 41018043 Md. Ehsanul Hoque ID No. 41018044

Executive Summary
This Project Work has been prepared as partial fulfillment of requirements for the Business statistics course. Due to increasing of excessive competition in business environment customer care is getting more preference day by day. Now a day the concept of customer service is widely used with the service of mobile phone companies. At the point of view of Bangladesh essentiality of customer service in telecom sector is in rising demand. When a product or service is introduced in the market in order to inform the customer about the product and service as well as to provide after sales service the most feasible way is customer care service. Customer care center is indispensable part for the service provider since most of the people of our country are illiterate. As a market leader, GrameenPhone is continuously coming up with new ideas regarding its products and services. Recently, the company is mainly focusing on the non-voice services. Because, the company knows in near future, voice based services will reach to the maturity stage which will make the business growth constant to some extents. Hence, the company is trying to maintain the leading position in non-voices services as well like SMS, Push-Pull, and Information related services at the early growing stage. These services are working as a building block to increase GP’s service value. Coming up with innovative service is easier than making subscribers aware of services. Hence through this report I have tried to find out GP’s position in cellular phone industry and the services that Grameen phone is presently providing to its valued customers & their satisfaction level. 15 million people out of 140 million total citizen of Bangladesh are presently using cell phone; it means that out of every 9 people one is using cell phone. In the third world country like Bangladesh the amount of users is amazing. Grameenphone holds almost 61% market share of telecom industry that is out of every 10 users 6 belongs to Grameenphone. So GrameenPhone marketing strategy should be “Profitable growth & expanding market share through satisfying existing customers”. A comprehensive survey was conducted to know about GP’s present service condition that is providing to its valued customers. Grameen phone as a market leader in this industry should revise its service packages, quality with more conveniently for the customers. Otherwise, in the long run new innovation services will not give its ultimate success.

Introduction

GSM technology was introduced in Bangladesh from 26th march 1997 by GrameenPhone. The first year after the GrameenPhone was...
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