Customers’ Satisfaction of Banglalink and Grameen Phone: A Comparative Analysis
This is a comparative study. Here the researcher has made a comparison of customers’ satisfaction of Banglalink and Grameen Phone. A structured questionnaire is prepared to collect primary data from 200 customers (100 GP and 100 BL) in the Sylhet City of Bangladesh by using judgmental and convenience sampling methods. Having literature review, the researcher has selected 15 variables to measure the satisfaction. The researcher has used MS excel 2007 to analysis the data, i.e. descriptive statistics and t-statistics. The findings have shown that the BL customers are more satisfied than GP customers in every respect. It seems that the GP customers expect more from their operator. Important variables for BL customers are 1. Availability of Recharge Point, 2. Numbers of FnF, 3. Tariff: On-Net and 4. Tariff: FnF. Important variables for GP customers are 1. Tariff: On-Net, 2. Internet Services, 3. Network Coverage, and 4. Numbers of FnF.
Ahsan, M. (2016). Why do People have the Saving Behavior? A Reference from Sylhet City. ABC Journal of Advanced Research, 5(2), 77-90. Retrieved from http://i-proclaim.my/archive/index.php/abcjar/article/view/217
Haque, A. Nuruzzaman & Kalam, A. (2011). Customer Satisfaction Mobile Phone Services: An Empirical Study on Grameen Phone (GP) and Banglalink (BL) in Bangladesh, International Business Management, 5(3), 140-150, 2011, ISSN: 1993-5250
Kotler, P. & Keller, K. L. (2012). Marketing management. 14th ed. Harlow: Prentice-Hall. ISBN-10: 0273755021.
Lin, H. H., & Wang, Y-S. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts, Information & Management, 43, pp-271-282.
Shah, C. (2012). Consumer Preferences for Mobile telecommunication service providers: An Empirical Study in Bardoli, International Journal of Marketing and Technology (IJMT). Vol. 2, Issue 8, August.
Roy, D., Dhir, M., & Ahsan, M. (2016). Factors Affecting Tourist Satisfaction: A Study in Sylhet Region. ABC Research Alert, 4(3), Bangladesh. Retrieved from http://journals.abc.us.org/index.php/abcra/article/view/965
BTRC. (2017). Mobile Phone Subscribers in Bangladesh October 2016. Bangladesh Telecommunication Regulatory Commission. Available: http://www.btrc.gov.bd/content/
Copyright (c) 2017 Mohammad Kamrul Ahsan
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.