A comparative analysis of service quality of Airtel with other private telecommunication companies

Abstract

The research intends to a comparative analysis of perceived service quality of Airtel, the GSM mobile telephony service provider in Bangladesh with other service providers in Bangladesh with other private telecommunication service providers in Bangladesh. It is a descriptive study in nature which identifies the difference among the study variables such reliability, responsiveness, assurance, empathy, and tangibles. The sample for this study was the subscribers of Grameenphone, Banglalink, Robi, Citycell and Airtel. The researcher distributed 250 questionnaires among the respondents. Sufficient literature review and discussion suggest that the service influence the perception that consumers have regarding a company’s service. The the data for the study identifies the difference between the above mentioned study variables. The recommendation of the study thus has been done to develop the overall service quality by considering the discussed dimensions to provide a long and sustainable positive customer experience.