Customer Satisfaction of Banglalink

A shroud on Customer Satisfaction Of Bangla combine Submitted to Dr. Mamun Habib Course Instructor, look for Methodology sulphur C AIUB Prep atomic number 18d 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 Course t to for each one oneer, investigate methodology Sec C AIUB Subject Request to accept the question paper.Dear Sir We cave in the privilege to present our group work set by yourself & permitted by your guidance. We ar obliged to you for giving us such an opportunity to feign a study on the topic take a crapd Customer Satisfaction of Banglalink. eventu all(prenominal)y we seek your favorable consideration as for permitting us to submit this report before you. Yours truly, Huda Md. Nazmul (08-11678-2) On the behalf of the Group Ac screwledgement This study is the come oncome of a interrogation work. At first we ask to thank The Almighty who has created us and gave up ability to do a type of investigate work.We are thankful to them who have spontaneously assisted us in conduction the research. Specially, we are thankful to our honorable teacher Dr. Mamun Habib course appreciateor of question Methodology Sec C AIUB. He upholded us in any step of starting and completing our research paper promptly. Without His sustain it was unacceptable for us to sleep with the research. We are thankful to all those concourse who co-operate us with their kind patience. We are withal thankful to all those people who helped us for collecting Information to survey. We are thankful to all the group members of the group.Without their help we would not able to complete our study successfully. We like to thank our friends who right away and indirectly helped us a lot by providing contrary information. repeal Banglalink is one of the biggest fluid phone companies at Bangladesh. It started its operation in February 2005. antecedently it was known as Sheba telecom 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 revolutionary name as Banglalink. E rattling companys existence depends on its customers.So, each and forevery company tries to replete & retain its customers providing attractive servicings. So, weve conducted our research on the customers of Banglalink to find the expiation level towards the company. As the rejoicing level indicant we used the following contents Todays food market is passing competitive. So, every time competitors try to find the weakness & want to drum up those points. So, the company should take customer feedback on continuous basis. Thats why excessive market research is required. Finding the c ustomers drive & recommendation will help to take right decision. Table of mental ability . Chapter-1 (Introduction)(6-10) ? Introduction of the study 6 ? enquiry Objective 7 ? boundary of the study 8 ? significance of the study 8 ? S lie with of research 8-9 ? Statement of Problem 9 2. Chaptre-3 (Research Framework) 10 3. Chapter-4 (Research Methodology)(11-13) ? Methods of research used 11 ? Respondents & sampling procedures 11-12 ? Research Instruments 12 ? statistical Treatment of Data 13 4. Chapter-5 (Presentation of Data & Discussion of results)(14-17) 5. Chapter-6 (Summary, Conclusion & good word) (18-20) ? Summary of the Findings 18-19 Conclusion 19 ? Recommendation 19-20 Bibliography 21 A. Appendix (Questionnaire) (22-24) Chapter-1 Introduction Introduction of the study Banglalink is the instant declamatoryst cellular serve comfortably provider in Bangladesh after Grameenphone. As of November, 2010, Banglalink has a re counter base of 12. 99 zillion. It is a who lly owned subsidiary of Orascom Telecom. Banglalink had 1. 03 million contacts 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 operator in the world of that year.In August, 2006, Banglalink became the first company to provide free elect(postnominal) chats from BTTB for both postpaid and prepaid connections. On August 20, 2008, Banglalink got past the river basin of 10 million subscriber base. Organization overview In Bangladesh, Banglalink aims to understand peoples demand best and develop appropriate discourse operate to improve peoples emotional state and make it simple. alone our work is aimed towards incuring our vision. All members of the Banglalink family are super passionate individuals, fully committed to achieving the vision that we have set ourselves.Our customers use upfully matter most to us- making their life simple and improving it is all we want. T o ensure our vision is achieved, we have set ourselves a few values, we want to be Straight Forward Reliable Innovative Passionate All the Banglalink family members have one thing in common- a passion to swear out to go that extra mile, so that you can have the best possible portion Investing in the future of Bangladesh. The biggest barrier today for people is the cost of handsets. We will strive to lower the total cost of owning a mobile.We are here to make a difference in peoples lives by providing affordable and reliable connectivity will strive to connect people and link their lives by listening to them and by understanding their needs. We are here to help you speak your language. Research Objective Our research objective is to find out the rapture level of banglalink customer. The purpose of the study is to provide a particular proposition and accurate definition of the overall PR & communication department of banglalink. As a 2nd largest company how they are managing t he public relations. Provide an overview of the banglalink To signalise the factors influencing on the marketing plan of the company To find out the strategies need to implement for achieving its long term goal. To measure and improve your performance To know customers are well-provided or not by taking service To supply products at competitive prices. To explore public relation activities in the market. Limitation of the study Every work when started that to face some limitations. So in our research we face some conundrum. Our main limitation is time. Because we do not enough time for make this exteriorise but we time-tested our label best to make this report is a good one.Our second limitation was our different class schedule that why it was creating some problem 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 rese arch banglalink company will get more benefits. From our research banglalink customers consanguinity forethought can get some information about their customers satisfaction. In sort they can know from our research how they provide their service for their customers and how the customers react their services.So when banglalink management observes our customers satisfaction research result found on this result they can take their decision. Scope of Research Research type This research is a type of descriptive study which defines the relationship between the customer satisfaction and the banglalink management. Here the customers satisfaction is about the measurement of the wants of banglalink customers. On the other hand, banglalink customers are the population of our project as well the responder. Those customers who are development the banglalink sim witticism and use their effrontery services.Sample Here the sample means the customers of banglalink those who are using the ban glalik sim card and use their given services. Measurement Basically we are come with a solution of our problem with Survey Questionnaire. And we make this Questionnaire to identify how untold 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 some help from some loyal customers of banglalink.And those customers are basically ongoing users or once used Baglalink connection and in like manner those customers who are use from their beginning. How is their satisfaction as a customer of banglalink in their real experience? Then we are the seven members work conjointly 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 Hypothesis Hyp othesis means the assumption. We are assuming some questionnaire to our respondents and try to analysis those.This research is flood tide through 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 than their expectation 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 haveing descriptive research because we are finding customer satisfaction of Banglalink ground on grammatical constituental selective information. How many people are satisfied or not. Descriptive Describes characteristics of a population or phenomenon, objects, organizations.Some understanding of the nature of the problem. Respondents & Sampling Procedures commonwealth is any complete group of people, sales territories, stores . Sample subset of a large population we are select people a mong university student they are satisfy or not. There are three types of sample size we select formula for known and unknown population because firstly select BANGLALINK service users or not. Probability sampling we use to get our respondents. This process has to each element of population an equal chance to be selected . Known, nonzero probability for every element.Different categories sampling among these category we select simple random sampling. unanalyzable random sampling A sample procedure that ensures each element in the population will have an equal chance of organism included in the sample. Research Instruments Here different tools for questionnaire survey undecomposable Attitude outstrip Category scale give carert scale Semantic scale Numerical scale Constant sum scale Stapel scale graphic Rating scale Graphics rating scale stressing visual communication From these survey scales we used Five point Likert Scale for conducting our survey.We asked different qu estions based on BANGLALINK customer care service and collected 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 harmonize among respondents. Valid 52 Missing 0 Mean 1. 31 N Valid 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 Banglalinks call rate is bonny with compare to other operators pic Banglalink provides good services at their customer care centers pic Banglalinks network system is very strong pic Banglalink has huge opportunities to become market attraction of telecom manufacture pic Ch apter-6 Summary, Conclusion & Recommendation Summary of the findings Banglalink is one of the largest telecom companies in Bangladesh. later commencing their operation in Bangladesh, Banglalink captured a large number of customers. So, other mobile operators customers switched the brand. merely now from our research we are finding a complete different scenario.In 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 last few years Banglalinks performance is falling gradually & failing to meet the customers requirement. Most of our respondents have check up ond that Banglalinks call rate is not so high with compare to other operators. But there is also a larger group of respondents who didnt postdate with this statement. Banglalinks offered packages are somewhat attractive according to our respondents. A major(ip) portion of respondent s have rack upd that Banglalink is good at promotional activities. Banglalinks customer care services are satisfactory in the view of the respondents. Banglalink has developed its internet facility recently. So, the current customers are satisfied with new services. In terms of network system there are different opinions among the respondents. In the cities & towns the network is good, but at villages or remote 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 division in social development regarding our respondents view. There are a few large telecom companies in our country. For the last few years GrameenPhone has been holding the market leaders 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 Din Bodoler Pala. At their market entrance they showed huge possibilities to become the market leader. They captured the most of their customers deep down their first two years of operation.But with times customers are divergence Banglalink. Recently a new operator has penetrated into the telecom industry. Besides the occasion 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 collect new customers. Recommendations Banglalink is a large organization & they are skilled & well experienced to take any decision.Our 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 cordially grateful to those internet site originatoriti es & author who provides the information. www. google. com www. banglalinkgsm. com www. wikipedia. com A. Appendix Questionnaire Survey (Banglalinks 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. Banglalinks call rate is reasonable with compare to other operators. 05. Banglalinks offered packages are very attractive. ? Strongly harbor ? check into ? Neutral ? protest ? Strongly protest 06. Banglalinks promotional activities are very effective. ? Strongly agree ? Agree ? Neutral ? protest ? Strongly resist 07. Banglalink has its customer care centers at convenient and outstanding places. ? Strongly agree Agree ? Neutral ? differ ? Strongly differ 08. Banglalink provides good services at their Custo mer care centers. ? Strongly agree ? Agree ? Neutral ? Disagree ? Strongly disagree 09. Banglalinks 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. Banglalinks information is highly available. ? Strongly agree ? Agree ? Neutral ? Disagree ? Strongly disagree 12. Banglalinks 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 ? assimilator ? Ser vice Holder ? Businessman ? Housewife ? Unemployedpicpicpic THANKS