Study of Satisfaction in Mobile Operators of GrameenPhone Network

Abstract

The network quality leads to customers’ satisfaction, which in turn leads to customer loyalty. Network is one of the ways for attracting and retaining customers to the organization. Customer perception is a very important factor to measure network quality and overall service quality. This paper i s an attempt to assess the current network capacity like the Radio base station(RBS), Base transmission station (BTS) and Roll out control (ROC) systems that are used to provide services like Pre-Paid, Post Paid Recharge, Hardware and Value Added Services of GrameenPhone. This paper also aims to identify the gap between customers’ perception about the GrameenPhone network on the one hand and the network quality provided by the company on the other hand. Through exploratory research, it has been identified different dimensions of consumers’ satisfaction about the Grameenphone network and formulated hypotheses on the basis of focus group discussion. Then using conclusive research it has been proved the hypotheses. The result found that GrameenPhone provides the quality network and the company is improving their quality network day by day. Finally, some suggestions have been offered for improving the GrameenPhone’s network quality.