Final 470 Body Revised

7/29/2019 Final 470 Body Revised

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Introduction

Grameenphone was offered a cellular license in Bangladesh by the Ministry of Posts and

Telecommunications on November 28, 1996 the company launched its service on the

Independence Day of Bangladesh in 1997. After 10 years of operation it achieved to

serve 10 million subscribers. Now it is the leading telecommunications service

provider in the country with more than 23 million subscribers as of December 2009.

At present approximately it has more than 24.8 million customers.

Other than Grameenphone five other cellular companies are operating in the local market.

During marketing research course at North South University the topic was chosen

Grameenphone as a brand and its customer satisfaction. Thus a brief survey was conducted tofind out the satisfaction level of Grameenphone customers on the basis of the topic considering

the brand, its image, loyalty to the brand, usage of its different services, expectation of

customers, service available currently, tariff promotions given, after sales services, corporate

social responsibility etc. Afterwards it has been evaluated by SPSS.


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Company Background

Over the years, it has always been a pioneer in introducing new products and services in

the local market. It was the first company to introduce GSM technology in

Bangladesh when it launched its services in March 1997. The technological know-

how and managerial expertise of Telenor has been instrumental in setting up such

an international standard mobile phone operation in Bangladesh. Being one of the

pioneers in developing the GSM service in Europe, Telenor has also helped to

transfer this knowledge to the local employees over the years.

Company Vision: WE ARE HERE TO HELP

Company Mission:

Knowing customer Expectations

Knowing us

Organizing us

Company Values:

Make it Easy

Keep Promises

Be Inspiring

Be respectful

Investment & Network Coverage:

The company has so far invested more than BDT 10,700 crore (USD 1.6 billion) to build the

network infrastructure since its inception in 1997. It has invested over BDT 3,100 crore (USD

450 million) during the first three quarters of 2007 while BDT 2,100 crore (USD 310 million)

was invested in 2006 alone. Grameenphone is also one the largest taxpayers in the country,

having contributed nearly BDT 7000 crore in direct and indirect taxes to the Government

Exchequer over the years. Of this amount, over BDT 2000 crore was paid in 2006 alone.

Since its inception in March 1997, Grameenphone has built the largest cellular network in the

country with over 12,000 base stations in more than 6300 locations. Presently, nearly 99 percent

of the country's population is within the coverage area of the Grameenphone network.


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Share Holders:

Grameenphone has come a long way. It is a joint venture enterprise between Telenor

(55.8%), the largest telecommunications service provider in Norway with mobile

phone operations in 12 other countries, and Grameen Telecom Corporation

(34.2% ), a non-profit sister concern of the internationally acclaimed micro-credit

pioneer Grameen Bank. The other 10% shares belong to 10% to general retail and

institutional investors.

Telenor

Grameen Telecom

General Retail & Institutional Investors

Introducing Value Added Services:

Grameenphone was also the first operator to introduce the pre-paid service in September 1999. It

established the first 24-hour Call Center, introduced value-added services such as VMS, SMS,

fax and data transmission services, international roaming service, WAP, SMS-based push-pull

services, EDGE, personal ring back tone and many other products and services.


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The entire Grameenphone network is also EDGE/GPRS enabled, allowing access to high-speed

Internet and data services from anywhere within the coverage area. There are currently nearly 3

million EDGE/GPRS users in the Grameenphone network.

Growing Customer Base:

Grameenphone nearly doubled its subscriber base during the initial years while the growth was

much faster during the later years. It ended the inaugural year with 18,000 customers, 30,000 by

the end of 1998, 60,000 in 1999, 193,000 in 2000, 471,000 in 2001, 775,000 in 2002, 1.16

million in 2003, 2.4 million in 2004, 5.5 million in 2005, 11.3 million in 2006, and it ended 2007

with 16.5 million customers. At present approximately it has more than 24.8 million customers.

Dedicated After Sales Service:

From the very beginning, Grameenphone placed emphasis on providing good after-sales

services. In recent years, the focus has been to provide after-sales within a short distance from

where the customers live. There are now more than 600 GP Service Desks across the country

covering nearly all upazilas of 61 districts. In addition, there are 72 Grameenphone Centers in all

the divisional cities and they remain open from 9am-7pm every day including all holidays.

GP has generated direct and indirect employment for a large number of people over the years.

The company presently has more than 5,000 full and temporary employees. Another 100,000

people are directly dependent on Grameenphone for their livelihood, working for the

Grameenphone dealers, retailers, scratch card outlets, suppliers, vendors, contractors and others.

Concern for Rural development:

In addition, the Village Phone Program, also started in 1997, provides a good income-earning

opportunity to more than 210,000 mostly women Village Phone operators living in rural areas.

The Village Phone Program is a unique initiative to provide universal access to

telecommunications service in remote, rural areas. Administered by Grameen Telecom

Corporation, it enables rural people who normally cannot afford to own a telephone to avail the

service while providing the VP operators an opportunity to earn a living.The Village Phone initiative was given the "GSM in the Community" award at the global GSM

Congress held in Cannes, France in February 2000. Grameenphone was also adjudged the Best

Joint Venture Enterprise of the Year at the Bangladesh Business Awards in 2002. Grameenphone

was presented with the GSM Association's Global Mobile Award for Best use of Mobile for

Social and Economic Development' at the 3GSM World Congress held in Singapore, in October


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2006, for its Community Information Center (CIC) project, and for its Health Line Service

project at the 3GSM World Congress held in Barcelona, Spain, in February 2007.

Problem statement

Now-a-days because of increased accountability making a survey and being conclusive about it

has become more of a challenge. People are more authoritarians and maintain their privacy

strictly. So being flexible and candid conversation along with the survey takes a dare.

The general problems that the survey indicates to are:

The company or any organizations are only concerned about the profit maximization but

they hardly think about the customer satisfaction Lack of competency in the customer service department.

Less involvement of the customer service department with the business strategy.

Training and development are not taken place in a regular basis, which affects the

performance to provide service.

Proper market research should be taken place in order to make the packages more

attractive & fruitful.


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Project objective

Keeping Inconsideration these problems we were aimed with our projects on Motivation to meet

the following objective:

Finding out the key problems within the GP customers level of satisfaction

To find out how GP would be able to provide its services more efficiently

to make the customers more satisfied.

To identify the key issues that GP is facing regarding Customers level of

satisfaction and recommends them any possible solution.


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The Significance and Objective of the Research

The significance and objective of the topic is to find out the satisfaction level of the customers of

GrameenPhone. There are some important variables like Network of GP, Internet services of GP,

Different value added services of GP, Customer care services of GP, Brand image of GP and

how much they are related with the satisfaction level of the customers were our prime concern

throughout the project. We are tried to finding out this relation between the dependent and

independent variable. The main thing is reliability between the variable which is directly related

to the customers satisfaction, we are going to find out this things very significantly. Each of the

variables we mentioned, each comprises the significant value which should practice makes the

company very profitable and the employees will be aware of the strategy. Understanding the

business strategy as well as customers need is good motivational factor for any organization in

order to make the customers more satisfied. The practice is not widely used in our country.


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Sampling Plan

Sampling Plan a scheme outlining the group (or groups) to be surveyed in a marketing research

study, how many individuals within the group are to be chosen, and on what basis that choice is

to be made. The sampling frame is the pool from which the interviewees are chosen. In designing

the research study, one should consider the potential errors. Two sources of errors are random

sampling error and non-sampling error. Sampling errors are those due to the fact that there is a

non-zero confidence interval of the results because of the sample size being less than the

population being studied. Non-sampling errors are those caused by faulty coding, untruthful

responses, respondent fatigue, etc. A larger sample size may reduce sampling error; it actually

may increase the total error. There are two reasons for this effect. First, a larger sample size may

reduce the ability to follow up on non-responses. Second, even if there are a sufficient number of

interviewers for follow-ups, a larger number of interviewers may result in a less uniform

interview process. For our research we have chosen the sampling unit and the sample size by the

subsequent way:

Sampling Unit:Both the urban and rural GP users along with 50 students

and 50 job holders or self employed.

Sample size:The given sample size of the survey is 150 respondents by

our course instructor among them men 75 and female 75.


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Contact Methods

The actual data collection process will introduce additional errors, In addition to the intrinsic

sampling error. These errors are called non-sampling errors. Some non-sampling errors may be

intentional on the part of the interviewer, who may introduce a bias by leading the respondent to

provide a certain response. The interviewer also may introduce unintentional errors, for example,

due to not having a clear understanding of the interview process or due to fatigue.

Respondents also may introduce errors. A respondent may introduce intentional errors by lying

or simply by not responding to a question. A respondent may introduce unintentional errors by

not understanding the question, guessing, not paying close attention, and being fatigued or

distracted. So to reduce these errors in our data collection process we have developed our

contract method based on Intercept Interviews

Intercept Interviews: It has to be happened by stopping people and request them for the

interview. Some time people felt angry about it and sometime people felt eager about it. Our

contract method was totally bias free and we are 100% confident that we had gathered genuine

data.


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Limitation of the Study

Lack of sufficient time

Time was a big limitation. Other than this report we have other courses reports which have to be

finished and submitted on time. So we could not give enough time to this report which it

deserves.

Lack of support from the target group

Our target group for sample was both the urban and rural GP users along with 50 students and 50 job

holders or self employed. For our research to be bias free we have to embrace people from

dissimilar background. For this we really had to work hard to choose specific people for our

research and also we had to face a lot of problem when we asked to fill my questionnaire because

they sometimes had misinterpreted our research objective.

Lack of secondary SourceAnother limitation of our research paper is lack of secondary sources. There are not many

articles in the internet about GP customers satisfaction. Furthermore, the more we have

unruffled information from the secondary sources the more it made me confused. Last of all,

there are no books available in the North South University on this topic. So it was really hard to

find relevant information.

Language barrier

Language was a big hurdle for us to embrace people from uneducated background. As we had to

prepare our questionnaire in English for academic requirements, a lot of respondents such as

rickshaw pullers, housemaids had to face difficulties to answer the questions. We had to translate

the whole survey into Bengali to them which was too much tedious for us.


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METHODOLOGY

As we have assigned the topic of Grameenphone as a brand & its customer satisfaction for our

course requirement, we have gathered information from the websites, books, and journals about

Grameen phone and its customers. In our primary research we have collected information

through survey. We also visit the company several times for collecting information too. We also

take an interview of the top level management for identify the position of the company about the

topics. After gathering all the information and experience, we prepared our term paper. After

collecting all the probable information concerning my research theme we have implemented thesubsequent configuration in order to come out with appropriate findings.

Measures


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In this case, we consider five factors as Independent variables (GP Internet, GP Network, Value

added services of GP, Customer Care Services of GP, and Brand Image of GP) and Customer

Satisfaction of GP as Dependent variables. We use a degree of measurement scale (5- highly

agree, 4-moderately agree, 3- neutral, 2- moderately disagree and 1- highly disagree). Besides to

justify the actual impact of both independent and dependent variables on Organizational

achievement we use different reliable statistical model like Correlation coefficient and ANOVA

(Analysis of Variance)

Moreover, In case of Hypothesis we assume Alternative Hypothesis-that there is a positive

relationship between two variables against Null- There is no relationship or negative relationship

between two variables. According to the perspective of Hypothesis we think there is a cause and

effect relationship between Independent Variables- GP Internet, GP Network, and Value added

services of GP, Customer Care Services of GP, Brand Image of GP and Dependent Variables-

Customer Satisfaction of GP.

Organization of research

The present study has been designed to examine the existing degree of Customer satisfaction at

GrameenPhone. We took a survey of 150 respondents of GP users to understand their view

about our topics.

The study aimed to

Understand how customer satisfaction can be achieved through providing various

services.

The role of customer care manager in the customer care centers of GP in order to give

unique services to maintain good customer relationships.

How different service components affects the customers satisfaction level.

Ways to increase customer loyalty by providing unique customer service through

customer satisfaction.


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Areas of work

The primary data was not satisfactory to make the research as informative as possible. Therefore,

to get to the core of this research paper we have used several secondary data. The research was

carried out through:

The use of sample questionnaire

Direct Interview

Phone calls

Weighting and estimation

Use of auxiliary information collected from the companys report prepared by different

department of the company.

In addition to these, other information on the companys background and its objective and vision

were collected from various trusted and relevant sources:

Internet

Books

Journals

Other official documents of Hall Mark Group.

We collected responses from 150 respondents of GP users. Our respondents include both the

urban and rural GP users along with 50 students and 50 job holders or self employed. They were of

different age and from different educational background. As technical instruments to prepare andanalyze the information of our project, the followings were used:

Microsoft Word

SPSS for Windows

This information helped us to draw a picture of the satisfaction level of GP customers.


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Research Results and Discussion

Measure:

Variables such as GP as a Brand & its Customer Satisfaction, GPs Network, GP Customer Care,

Value Added Services of GP, GP as a brand were measured by using a 1 to 5 scale (5 = highly

agree, 4 = moderately agree, 3 = neutral, 2 = moderately disagree, 1 =highly disagree).

The value of each statement enabled us to measure the data for our hypothesis.

Hypothesis:

H= no relationship or negatively relationship between two variables.

Ha= has relationship or positively relationship between two variables

In hypothesis 1, it is predicted that the strong brand image of GP has a positive relationship with

its customers level of satisfaction.

In hypothesis 2, it is forecasted that customer care services of GP are positively related with its

customers level of satisfaction.

In hypothesis 3, it is anticipated that GPs different value added services has a positive

relationship with its customer satisfaction level.

In hypothesis 4, it is predicted that GPs unique internet services are positively related with its

customers level of satisfaction.

In hypothesis 5, it is anticipated that the network of GP has a positive relationship with its

customer satisfaction level.


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Descriptive Statistics

Correlation


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Correlations

GP as a Brand

and its

customer

satisfaction GP as a Brand

GP valu added

services

GP Customer

care GP network GP Internet

GP as a Brand and its customer

satisfaction

Pearson

Correlation

1 .697** .801** .780** .421** .691*

Sig. (2-

tailed)

.000 .000 .000 .000 .000

N 150 150 150 150 150 2.E2

GP as a Brand Pearson

Correlation

.697** 1 .412** .424** .210* .419*

Sig. (2-

tailed)

.000 .000 .000 .010 .000

N 150 150 150 150 150 2.E2

GP valu added services PearsonCorrelation

.801**

.412**

1 .426**

.427**

.849*

Sig. (2-

tailed)

.000 .000 .000 .000 .000

N 150 150 150 150 150 2.E2

GP Customer care Pearson

Correlation

.780** .424** .426** 1 .084 .287*

Sig. (2-

tailed)

.000 .000 .000 .304 .000

N 150 150 150 150 150 2.E2

GP network Pearson

Correlation

.421** .210* .427** .084 1 .354*

Sig. (2-

tailed)

.000 .010 .000 .304 .000

N 150 150 150 150 150 2.E2

GP Internet Pearson

Correlation

.691** .419** .849** .287** .354**

Sig. (2-

tailed)

.000 .000 .000 .000 .000

N 150 150 150 150 150 2.E2

**. Correlation is significant at the 0.01 level (2-tailed).

*. Correlation is significant at the 0.05 level (2-tailed).

We know -1 r +1

If r = -1, that means perfect negative correlation.

If r = +1, that means perfect positive correlation.

If r >0.5, that means close to perfect positive correlation or strongly correlated.


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Here ** means the correlation is significant at the 0.01 level (2 tailed). So there is 1 chance in

100 that we would reject the true null hypothesis when it should be accepted. Again we can say

we are 99% confident that we have made the right choice.

Here * means the correlation is significant at the 0.05 level (2 tailed). So there is 1 chance in 100

that we would reject the true null hypothesis when it should be accepted. Again we can say we

are 95% confident that we have made the right choice.

The correlation between GP customers satisfaction and brand image of

GP

From the above correlation table we have seen that the correlation between GP customers

satisfaction and brand image of GP is 0.697** and its greater than .01. So we can say that, GP

customers satisfaction and brand image of GP has positive correlation or positively correlated.

GP customers satisfaction level is very high because of the high brand image of GP & most of

the respondents settled that GPs strong brand image influence them while choosing a mobile

connection and they feel safe or convinced about performance or quality while using GP

connection.

The correlation between GP customers satisfaction and value added

services of GP


satisfaction and value added services of GP is 0.801** and its greater than .01. So we can say

that, GP customers satisfaction and value added services of GP have positive correlation or

positively correlated.

GP used to provide multiple values added services like study line for higher education

information, Emergency Health Line operated by the trained doctors, Bill Pay which enables

you to pay your electricity, Gas & Water bill, Mobitaka enables you to buy intercity train


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ticket from home. These bunches of value added services has also given GP a basis of

competitive advantage over its competitors. Moreover, GP always pioneers Value Added

Services and has the widest range among the industry (Fnf, Missed Call Alert, Welcome Tune,

Call Block, Balance Transfer, Music Radio, Health Line, Study Line, News & Sports Alerts etc)

which help GP to have more satisfied customers. GP has the widest range of mobile services

offered to different segments like Consumer, Youth, Business, SME, SOHO and Retail along

with different type of data call services such as Different internet packages for mobile &

computers, Mobile back up, Bull services for share market, Mobile TV, Black-Berry secured

services etc. again, these value added services had already a huge impact over its customers

satisfaction. The customers are very much satisfied because of these value added services of GP.

The correlation between GP customers satisfaction and GP Customer

care.


satisfaction and GP Customer care service is 0.780** and its greater than .01. So we can say

that, GP customers satisfaction and GP Customer care has positive correlation or positively

correlated.

Because of the various Customer care services provided by GP, the satisfaction levels of the

customers are also very high. GP used to provide multiple customer care services by 121 hotline,

GPC, GPCF, CIC, STP on a continuous basis along with most efficient and professional

customer care managers.

The correlation between GP customers satisfaction and GP Network.


satisfaction and GP Network is 0.421** and its greater than .01. So we can say that, GP

customers satisfaction and GP Network has positive correlation or positively correlated.


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Because of the GPs strongest Network the satisfaction level of the customers is quite high. GPs

network coverage is the best in the country and customers feel safe and confident enough, that

they will be never out of network while travelling across the country.

The correlation between GP customers satisfaction and GP internet.


satisfaction and GP internet is 0.691** and its greater than .01. So we can say that, GP

customers satisfaction and GP internet has positive correlation or positively correlated.

Because of the unique Internet services provided by GP, the satisfaction level of the customers is

also very high. GP used to provide Ranges of Internet Packages like daily based, monthly based,

night plan, mini-pack & unlimited plans serves all segments of customers.

The correlation between brand image of GP and value added services of

GP.

From the above correlation table we have seen that the correlation between brand image of GP

and value added services of GP is 0.412** and its greater than .01. So we can say that, brand

image of GP and value added services of GP have positive correlation or positively correlated.

GP used to provide multiple values added services like study line for higher education

information, Emergency Health Line operated by the trained doctors, Bill Pay which enables

you to pay your electricity, Gas & Water bill, Mobitaka enables you to buy intercity train

ticket from home. These bunches of value added services has also given GP a basis of

competitive advantage over its competitors. Moreover, GP always pioneers Value Added

Services and has the widest range among the industry (Fnf, Missed Call Alert, Welcome Tune,

Call Block, Balance Transfer, Music Radio, Health Line, Study Line, News & Sports Alerts etc)which help GP to improve the brand image. GP has the widest range of mobile services offered

to different segments like Consumer, Youth, Business, SME, SOHO and Retail along with

different type of data call services such as Different internet packages for mobile & computers,

Mobile back up, Bull services for share market, Mobile TV, Black-Berry secured services etc.

again, these value added services had already a huge impact over its brand image.


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The correlation between brand image of GP and GP Customer care.


and GP Customer care is 0.424** and its greater than .01. So we can say that, brand image of

GP and a customer care service of GP has positive correlation or positively correlated.

GP used to provide multiple customer care services by 121 hotline, GPC, GPCF, CIC, STP on a

continuous basis along with most efficient and professional customer care managers which has

increased the brand image of GP as well.

The correlation between brand image of GP and GP Network.


and GP Network is 0.210** and its greater than .01. So we can say that, brand image of GP and

GP Network has positive correlation or positively correlated.

GPs network coverage is the best in the country and customers feel safe and confident enough,

that they will be never out of network while travelling across the country which has helped GP to

improve the brand image.

The correlation between brand image of GP and GP Internet.


and GP Internet is 0.419** and its greater than .01. So we can say that, brand image of GP and

GP Network has positive correlation or positively correlated.

GP used to provide Ranges of Internet Packages like daily based, monthly based, night plan,

mini-pack & unlimited plans serves all segments of customers which has increased the brand

image of GP.


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The correlation between value added services of GP and customer care

services of GP.

From the above correlation table we have seen that the correlation between value added services

of GP and customer care services of GP is 0.426** and its greater than .01. So we can say that,value added services of GP and a customer care service has positive correlation or positively

correlated.

The customer care services like 121 hotline, GPC, GPCF, CIC, STP along with most efficient

and professional customer care managers has given GP a source of added vale which ultimately

made the customers more satisfied and more loyal.

The correlation between values added services of GP and GP Network.


of GP and GP Network is 0.427** and its greater than .01. So we can say that, value added

services of GP and GP Network e has positive correlation or positively correlated.

GPs network coverage is the best in the country and customers feel safe and confident enough,

that they will be never out of network while travelling across the country which has given GP a

source of added value.

The correlation between values added services of GP and GP internet.


of GP and GP internet is 0.849** and its greater than .01. So we can say that, value added

services of GP and GP internet has positive correlation or positively correlated.


mini-pack & unlimited plans serves all segments of customers which has also given GP a source

of added value.

The correlation between customer care services of GP and GP network.


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From the above correlation table we have seen that the correlation between customer care

services of GP and GP network is 0.084** and its greater than .01. So we can say that, customer

care services of GP and GP network has positive correlation or positively correlated.

The network coverage of GP is the best in the country and customers feel safe and confident

enough, that they will be never out of network while travelling across the country which has

made the job of the customer care manager easier.

The correlation between customer care services of GP and GP internet.

From the above correlation table we have seen that the correlation between customer care

services of GP and GP internet is 0.287** and its greater than .01. So we can say that, customer

care services of GP and GP internet has positive correlation or positively correlated.


mini-pack & unlimited plans serves all segments of customers which has also made the job of the

customer care manager easier and the customer care managers mostly deal with internet

problems from the customers.

The correlation between GP network and GP internet.

From the above correlation table we have seen that the correlation between GP network and GP

internet is 0.354** and its greater than .01. So we can say that, GP network and GP internet has

positive correlation or positively correlated.

The network coverage of GP is the best in the country and customers feel safe and confident

enough, that they will be never out of network while travelling across the country and GP used to

provide Ranges of Internet Packages like daily based, monthly based, night plan, mini-pack &

unlimited plans serve all segments of customers. These internet facilities greatly depend upon the

strong network of GP and if there is no network then there is any internet service too.

So we can say from the above interpretation of the correlations of the various variables that, each

of the components is strongly correlated with the other one. For example, GP customers

satisfaction is strongly correlated with the network, internet facilities, and customer care

services, different value added services and strong brand image of GP. Each of the variables are

very sensitive, and if GP fail to provide one of the variables to its customers then its customers

level of satisfaction is likely to go down. Again, the variable like value added services have


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strong correlation with variables like internet services, network, customer care services, and

brand image of GP. If GP fail to provide one of the variables to its customers then the

satisfaction level of customers come from the value added services were likely to go down.

Frequency distribution

Frequency analysis of male of female respondents


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male or female respondents

Frequency Percent Valid Percent

Cumulative

Percent

Valid male 87 58.0 58.0 58.0

female 63 42.0 42.0 100.0

Total 150 100.0 100.0

From the above frequency table & pie-chart we can see that, the number of male respondents

participated for the survey are 87 which 58% of the total respondents and the number of female

respondents are 63 which is 42% of the total respondents.

Frequency analysis of income of the respondents


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income of the respondents


Cumulative

Percent

Valid 5000 or less 49 32.7 32.7 32.7

below 20000 52 34.7 34.7 67.3

below 40000 37 24.7 24.7 92.0

41000 or more 12 8.0 8.0 100.0

Total 150 100.0 100.0

From the above frequency table we can see that, the number of respondents participated for the

survey on the basis of (5000 or less) income are 49 which is 33% of the total respondents ,

(below 20000) income are 52 which is 35% of the total respondents ,(below 40000) income are

37 which is 25% of the total respondents, (41000 or more) income are 12 which is 8% of the

total respondents.

Frequency analysis of age of the respondents


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age of the respondents


Cumulative

Percent

Valid below 18 5 3.3 3.3 3.3

19-29 100 66.7 66.7 70.0

30-45 35 23.3 23.3 93.3

46-above 10 6.7 6.7 100.0

Total 150 100.0 100.0

From the above frequency table we can see that, the number of respondents participated for the

survey on the basis of (Below 18) age are 5 which is 3% of the total respondents , (19-29) age

are 100 which is 67% of the total respondents ,(30-45) age are 35 which is 23% of the total

respondents, (46-above) age are 10 which is 7% of the total respondents.


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Frequency analysis of education status of the respondents

education status of the respondents


Cumulative

Percent

Valid no education 8 5.3 5.3 5.3

primary education 8 5.3 5.3 10.7

secondary education 14 9.3 9.3 20.0

bachelors degree or more 119 79.3 79.3 99.3

31.00 1 .7 .7 100.0

Total 150 100.0 100.0

From the above frequency table we can see that, the number of respondents participated for thesurvey on the basis of no education are 8 which is 5% of the total respondents , primary

education are 8 which is 5% of the total respondents ,secondary education are 14 which is 9% of

the total respondents, bachelors degreee and more are 119 which is 79% of the total

respondents,31.00 is 1 which is 1%of the total respondents.


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Frequency analysis of Q-1

do you think brand is an important thing while choosing a mobile phone connection?


Cumulative

Percent

Valid very important 46 30.7 30.7 30.7

important 72 48.0 48.0 78.7

neutral 26 17.3 17.3 96.0

unimportant 4 2.7 2.7 98.7

totally unnecessary 2 1.3 1.3 100.0

Total 150 100.0 100.0

From the above frequency table & bar-chart we can see that 72 respondents out of 150 which

mean 48% of the respondents think that, brand is an important thing while choosing a mobile

phone connection and 31% of the respondents think that brand is very important. On the other

hand, 2 of the respondents which mean 1.3% of the respondents stated that it is unnecessary

while choosing a mobile phone connection. So we can state that, brand is an important thing

while choosing a mobile phone connection.


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does the brand GP influence you while choosing a mobile connection for you and your family?


Cumulative

Percent

Valid surely it does 51 34.0 34.0 34.0

it does up to some extent 67 44.7 44.7 78.7

no it does not 32 21.3 21.3 100.0

Total 150 100.0 100.0


mean 34% of the respondents think that, GP surely influences them while choosing a mobile

connection for them and their family and 45% of the respondents think that it does up to some

extent. On the other hand, 32 of the respondents which mean 21% of the respondents stated that

it does not influence while they choose a mobile connection for them or their family. So we can

state that, GP influence them while choosing a mobile connection for them and their family up to

some extent.


30/79


do you fill convinced abput the quality when you see a GP branded product in the shelf

( mobile phones, internet modems)?


Cumulative

Percent

Valid strongly agree 37 24.7 24.7 24.7

agree 61 40.7 40.7 65.3

neutral 43 28.7 28.7 94.0

dis agree 8 5.3 5.3 99.3

strongly disagree 1 .7 .7 100.0

Total 150 100.0 100.0


mean 25% of the respondents strongly agree and fill convinced about the quality when they see a

GP branded product in the shelf. 41% of the respondents agree with it. On the other hand, 1 of

the respondents which mean 1% of the respondents strongly disagreed with it. So we can state

that, people fill convinced about the quality when they see a GP branded product in the shelf.


31/79


Do you fill safe or convinced about performance or quality when you find out that

GP is sponsoring something (concert, events)


Cumulative

Percent


agree 75 50.0 50.0 70.7

neutral 35 23.3 23.3 94.0

dis agree 9 6.0 6.0 100.0

Total 150 100.0 100.0


mean 21% of the respondents strongly agree and fill safe or convinced about performance or

quality when they find out that GP is sponsoring something. 50% of the respondents agree with

it. On the other hand, 9 of the respondents which mean 6% of the respondents strongly disagreed

with it. So we can state that, people fill safe or convinced about performance or quality when

they find out that GP is sponsoring something


32/79


For how long you are using the GP connection?


Cumulative

Percent

Valid few months only 29 19.3 19.3 19.3

less than three years 34 22.7 22.7 42.0

for last 5 years 44 29.3 29.3 71.3

for last 8 years 28 18.7 18.7 90.0

from the begining of GP (Last

11 years)

15 10.0 10.0 100.0

Total 150 100.0 100.0

From the above frequency table & histogram we can see that 44 respondents out of 150 which

mean 29% of the respondents are using GP for last 5 years.. 10% of the respondents are using GP

from the beginning of GP.


33/79


Do you hink GP'S network coverage is the best in the country?

Frequency Percent Valid Percent Cumulative Percent


agree 68 45.3 45.3 91.3

neutral 10 6.7 6.7 98.0

dis agree 3 2.0 2.0 100.0

Total 150 100.0 100.0


mean 46% of the respondents strongly agree that GPs network coverage is the best in the

country where as 2% disagree with that. So we can state that, people fill safe or convinced about

performance or quality of GP network coverage.


34/79


GP claims they have the strongest network. Do you feel safe and confident enough, that you will be

never out of network while travelling across the country?



agree 80 53.3 53.3 82.7

neutral 19 12.7 12.7 95.3

dis agree 6 4.0 4.0 99.3

strongly disagree 1 .7 .7 100.0

Total 150 100.0 100.0


mean 53% of the respondents feel safe and confident enough, that they will be never out of

network while traveling across the country but 1% strongly disagrees with it.


35/79


Do you think GP's tariff is a bit higher than others but that helps them to provide

quality and up to date services?


Cumulative

Percent


agree 64 42.7 42.7 80.0

neutral 24 16.0 16.0 96.0

dis agree 6 4.0 4.0 100.0

Total 150 100.0 100.0


mean 37% of the respondents strongly agree that, GP's tariff are a bit higher than others but thathelps them to provide quality and up to date services, where 43% agree with it and 6% disagree

with it . So we can state that, GP's tariffs are a bit higher than others but that helps them to

provide quality and up to date services.


36/79


GP has the widest range of mobile services offered to different segments like

consumers, youth, business, sme, soho and retail?


Cumulative

Percent


agree 75 50.0 50.0 83.3

neutral 24 16.0 16.0 99.3

dis agree 1 .7 .7 100.0

Total 150 100.0 100.0

The above frequency table and pie chart says that, 33% of total respondents are strongly agreed

that GP has the widest range of mobile services offered to different segments like consumers,

youth, business, sme, soho and retail and the respondents number is 50. 50% are agree, 16% are

neutral. Finally 1 person is disagree which accounts for .7% of total respondents.


37/79


Recharging or paying bills of your mobile is a big problem but finding a GP flexi-load point is a...


Valid Big deal, its very rare 9 6.0 6.0 6.0

It can be found only in the major

places of importance

26 17.3 17.3 23.3

Not at all a problem, its

everywhere

106 70.7 70.7 94.0

I do not know 9 6.0 6.0 100.0

Total 150 100.0 100.0


mean 71% of the respondents agree that, Recharging or paying bills of your mobile is a big

problem but finding a GP flexi-load point is Not at all a problem, its everywhere...where 17%

says It can be found only in the major places of importance and 6% said I dont know. So we can

say that GP flexi load point is everywhere.


38/79


GP has different type of data call services, which one you use the most?


Valid Different internet packages for

mobile & computers

95 63.3 63.3 63.3

Mobile back up 32 21.3 21.3 84.7

Bull services for share market 7 4.7 4.7 89.3

Mobile TV 5 3.3 3.3 92.7

Black-Berry secured services 11 7.3 7.3 100.0

Total 150 100.0 100.0


mean 63% of the respondents strongly agree that, they use most of the Different internet

packages for mobile & computers, where 21% use mobile back up and 7% use Black-Berry

secured services.


39/79


Ranges of Internet Packages like daily based, monthly based, night plan, mini-pack & unlimited plans

serves all segments of customers?



agree 66 44.0 44.0 74.7

neutral 28 18.7 18.7 93.3

dis agree 10 6.7 6.7 100.0

Total 150 100.0 100.0


mean 44% of the respondents agree that, Ranges of Internet Packages like daily based, monthly

based, night plan, mini-pack & unlimited plans serves all segments of customers, where 31%

strongly agree with it and 7% disagree with it. So we can say that, Ranges of Internet Packages

like daily based, monthly based, night plan, mini-pack & unlimited plans serves all segments of

customers.


40/79


Do you think data transfer rate of GP internet service is ok & better than any other operator?



agree 52 34.7 34.7 57.3

neutral 48 32.0 32.0 89.3

dis agree 12 8.0 8.0 97.3

strongly disagree 4 2.7 2.7 100.0

Total 150 100.0 100.0


mean 35% of the respondents agree that, data transfer rate of GP internet service is ok & better

than any other operator , where 32% are neutral about it.


41/79


GP always pioneers Value Added Services and has the widest range among the industry (Fnf, Missed Call

Alert, Welcome Tune, Call Block, Balance Transfer, Music Radio, Health Line, Study Line, News & Sports

Alerts etc)?



agree 62 41.3 41.3 78.0

neutral 29 19.3 19.3 97.3

dis agree 4 2.7 2.7 100.0

Total 150 100.0 100.0


mean 41% of the respondents agree that, GP always pioneers Value Added Services and has the

widest range among the industry. 37% strongly agree with it and 3% disagree with it.


42/79


Value Added Services like Study Line for higher Education Information, Emergency Health Line

operated by trained Doctors, Bill Pay which enables you to pay your Electricity, Gas & Water Bill and

Mobitaka enables you to buy Intercity Train ticket,



agree 72 48.0 48.0 80.0

neutral 27 18.0 18.0 98.0

dis agree 3 2.0 2.0 100.0

Total 150 100.0 100.0


mean 48% of the respondents agree that, Value Added Services like Study Line for higher

Education Information, Emergency Health Line operated by trained Doctors, Bill Pay which

enables them to pay your Electricity, Gas & Water Bill and Mobitaka enables you to buy

Intercity Train ticket.32%strongly agree with it and 2% disagree with it.


43/79


Have you ever called 121 GP Hotline?


Valid YES 102 68.0 68.0 68.0

NO 38 25.3 25.3 93.3

I cannot remember 4 2.7 2.7 96.0

I do not know what is 121 or GP

hotline

4 2.7 2.7 98.7

5.00 2 1.3 1.3 100.0

Total 150 100.0 100.0

The high number of people who called 121 is 102 and its account for 68% of total respondents.

25% dont call in 121. 3 % respondents can remember whether they call or not and dont know

what is 121. Finally 1 % is in 5.00.



44/79

Regarding what problem you did called 121 Hotline?


Valid Billing bar/unbar 40 26.7 26.7 26.7

After sales query 38 25.3 25.3 52.0

Value added services 27 18.0 18.0 70.0

Special service (international

roaming)

12 8.0 8.0 78.0

I did not make a call till now. 33 22.0 22.0 100.0

Total 150 100.0 100.0

The high number of people who called 121 about Billing-bar/unbar is 40 and its account for 27%

of total respondents. 25% call after sales query and 22% still did not make a call till now.



45/79

Were customer managers able to solve your problem promptly?



agree 66 44.0 44.0 60.7

neutral 50 33.3 33.3 94.0

dis agree 3 2.0 2.0 96.0

strongly disagree 6 4.0 4.0 100.0

Total 150 100.0 100.0

From the above frequency table and pie chart we get that, 17% respondents think that customer

can solve the problem strongly and the number is 25. 44% agree, 33% are neutral, 3% are

disagreed. Lastly 4% respondents are strongly disagreed and the number of strongly disagreed

people is 6.



46/79

Do you think agents over the phone talked to you were professional, friendly, caring to you?



agree 55 36.7 36.7 69.3

neutral 42 28.0 28.0 97.3

dis agree 4 2.7 2.7 100.0

Total 150 100.0 100.0

From the above frequency table we get, 37% respondents agree that agents over the phone talkedto them were professional, friendly, caring. 33% strongly agree and 3% strongly disagree.



47/79

While purchasing or consulting for a problem in the GPC what impression Agents and Environment

created on you?


Valid It was highly organized and

agents were very helpful

77 51.3 51.3 51.3

I was confused, where to go ,

whom to talk

27 18.0 18.0 69.3

It was somehow ok. 46 30.7 30.7 100.0

Total 150 100.0 100.0

Above table and chart shows that 51% respondents think that GPC are highly organized agents

were very helpful and the number of the respondents is 77% respondents are confused. Lastly 46

respondents think that it is somehow and its accounts for 30% of total respondents.



48/79

GP is very sincere on providing quality service via its affiliates (GPC, GPCF, CIC, STP & Hotline) on a

continuous basis?


Valid YES 88 58.7 58.7 58.7

NO 16 10.7 10.7 69.3

DON'T KNOW 44 29.3 29.3 98.7

5.00 2 1.3 1.3 100.0

Total 150 100.0 100.0

From the frequency table we can see that 59% thinks that GP is very sincere on providing quality

service via its affiliates (GPC, GPCF, CIC, STP & Hotline) on a continuous basis, and 11% dont

think this is true, where 20% dont know about it.



49/79

Which one of the customer services should be more developed for enhancing customer satisfaction?


Valid 24 Hour Hotline 34 22.7 22.7 22.7

Customer Care Outlets 44 29.3 29.3 52.0

Community Information Centers in

Villages

40 26.7 26.7 78.7

Online Help Desk 24 16.0 16.0 94.7

Not required, Everything is OK 8 5.3 5.3 100.0

Total 150 100.0 100.0

From the above frequency table and pie chart we can see that, 23% of total respondents think that

24 hour hotline service is needed most and the number of respondent is 34, 29% support for

customer care outlets, 26% support for community information centers,

16% support for online help desk. Finally, 5% respondents think that everything is ok and their

number is 8.



50/79

You might face problems while using a mobile connection. How likely is, you will switch from

Grameenphone to another Operator?


Valid I will definitely switch 32 21.3 21.3 21.3

I might switch 46 30.7 30.7 52.0

I do not know 27 18.0 18.0 70.0

Probably I will not switch 32 21.3 21.3 91.3

Definitely I will not switch 13 8.7 8.7 100.0

Total 150 100.0 100.0

From the above frequency analysis we can see that, 31% might switch and 21% will definitely

switch and 9% will definitely not switch while face problems using a mobile connection of

Grameenphone.

Cross tabulation


51/79

Q-1 VS Q-2

Do you think brand is an important thing while choosing a mobile phone connection? * does the brand

GP influence you while choosing a mobile connection for you and your family? Cross tabulation

Does the brand GP influence you while

choosing a mobile connection for you and your

family?

Totalsurely it does

it does up to

some extent no it does not

Do you think brand is an

important thing while

choosing a mobile phone

connection?

very important 24 15 7 46

important 24 46 2 72

neutral 3 3 20 26unimportant 0 2 2 4

totally unnecessary 0 1 1 2

Total 51 67 32 150

Interpretation:

46 of the respondents, who think brand is an important thing while choosing a mobile phone

connection, think that brand has also influenced them up to some extent while choosing mobile

phone connections for them and their family as well and 24 of the respondents think it surelydoes. Again, 24 of the respondents who believe brand are a very important thing while choosing

a mobile phone connection also think it surely influence them while choosing a mobile phone

connection for them and for their family as well. 15 of the respondents from the same category

stated that brand influence them up to some extent. So we can say from the above interpretation

that, people who believe brand is an important thing while choosing a mobile phone connection

also being influenced by it.

Q-1 VS Q-5


52/79

Do you think brand is an important thing while choosing a mobile phone connection? * For how long you are using th

connection?

For how long you are using the GP connection?

few months only

less than three

years for last 5 years for last 8 years

from thebeginning of

GP (Last 11

years)

you think brand

an important thing

ile choosing a

bile phone

nnection?

very important 5 6 14 10 11

important 5 24 25 16 2

neutral 15 3 5 2 1

unimportant 2 1 0 0 1

totally

unnecessary

2 0 0 0 0

tal 29 34 44 28 15

Interpretation:

14 of the respondents who think brand are an very important thing while choosing a mobile

phone connection have been using GP connections for last 5 years, 10 of the respondents who

think brand are an very important thing while choosing a mobile phone connection have been

using GP connections for last 8 years, 5 of the respondents who think brand are an very

important thing while choosing a mobile phone connection have been using GP connections for

few months only, 11 of the respondents who think brand are an very important thing while

choosing a mobile phone connection have been using GP connections for last 11 years and 6 of

the respondents who think brand are an very important thing while choosing a mobile phone

connection have been using GP connections for less than three years only.

24 of the respondents who also think that brand are an important thing while choosing a mobile

phone connection have been using GP connections for less than three years, 25 of respondents

who think that brand are an important thing while choosing a mobile phone connection havebeen using GP connections for last 5 years. And only 2 respondents, who are using GP

connection for last 11 years, think brand is as important component while choosing mobile

phone connections.


53/79

Only 2 people using GP connections for a few months only, think that brand is totally

unnecessary for choosing a mobile phone connection.

So we can say from the above interpretation that, brand is important for people who are using the

mobile phone connection of GP for longer time.

Q-17 VS Q-24

Have you ever called 121 GP Hotline? * You might face problems while using a mobile connection. How

likely is, you will switch from Grameenphone to another Operator?

You might face problems while using a mobile connection.

How likely is, you will switch from Grameenphone to another

Operator?

Total

I will

definitely

switch

I might

switch

I do not

know

Probably I

will not

switch

Definitely I

will not

switch

Have you ever called 121

GP Hotline?

YES 25 30 10 27 10 102

NO 6 14 11 5 2 38

I cannot

remember

0 1 3 0 0 4

I do not

know

what is

121 or GP

hotline

0 1 2 0 1 4

Total 32 46 27 32 13 150

Interpretation:

30 of the respondents, who have called 121 GP Hotline, have a tendency to switch from Grameenphone

to another Operator and 25 of the respondents, who have also called 121 GP Hotline, have a tendency to


54/79

switch from Grameenphone. Again, in the same category, 27 of the respondents probably will not

switch and 10 of them are not sure about switching brand.

Conversely, 14 of the respondents, who have not called 121 GP Hotline, have a tendency to switch from

Grameenphone to another Operator and 6 of the respondents, who also have not called 121 GP Hotline,

have a tendency to switch from Grameenphone. Again, in the same category, 5 of the respondents

probably will not switch and 11 of them are not sure about switching brand.

So, from the above interpretation, we can say that, most of the respondents may switch the brand

if they face problems while using GP connection regardless of the fact of having an experience

with 121 GP Hotline or not.

Q-13 VS Q-14


55/79

Interpretation:

22 of the respondents who strongly agree that the wide range of Internet Packages serve all segments of

customers, also strongly agree that data transfer rate of GP internet service is ok & better than any other

operator. Again, 27 of the respondents who agree that the wide range of Internet Packages serve all

segments of customers, also agree that data transfer rate of GP internet service is better than others.

Conversely, 3 of the respondents who are neutral/disagree with the fact that the wide range of GP

Internet Packages serve all segments of customers, also disagree that data transfer rate of GP internet

service is better than others.

So, from the above interpretation, we can say that, most of the respondents who believe that GP Internet

Packages cover almost all segments of the potential consumers, also agree with the fact that GPs data

transfer rate is better than other mobile phone operators.

Q-15 VS. Q-16

Ranges of Internet Packages like daily based, monthly based, night plan, mini-pack & unlimited plans serves all segmen

customers? * Do you think data transfer rate of GP internet service is ok & better than any other operator?

Do you think data transfer rate of GP internet service is ok & better than any

other operator?

strongly agree agree neutral disagree

strongly

disagree

ges of Internet

kages like daily based,

thly based, night plan,

-pack & unlimited

s serves all segments

ustomers?

strongly

agree

22 22 1 1 0

agree 9 27 24 4 2

neutral 2 3 20 3 0

disagree 1 0 3 4 2

l 34 52 48 12 4


56/79

GP always pioneers Value Added Services and has the widest range among the industry (Fnf, Missed Call

Welcome Tune, Call Block, Balance Transfer, Music Radio, Health Line, Study Line, News & Sports Alert

* Value Added Services like Study Line for higher Education Information, Emergency Health Line op

by trained Doctors, Bill Pay which enables you to pay your Electricity, Gas & Water Bill and Mobita

enables you to buy Intercity Train ticket,

Value Added Services like Study Line for higher Education

Information, Emergency Health Line operated by trained

Doctors, Bill Pay which enables you to pay your Electricity,

Gas & Water Bill and Mobitaka enables you to buy Intercity

Train ticket,

Tstrongly agree agree neutral disagree

GP always pioneers Value

Added Services and has

the widest range among

the industry (Fnf, Missed

Call Alert, Welcome

Tune, Call Block, Balance

Transfer, Music Radio,

Health Line, Study Line,

News & Sports Alerts

etc)?

strongly agree 35 15 4 1

agree 8 47 7 0

neutral 5 8 15 1

disagree 0 2 1 1

Total 48 72 27 3

Interpretation:

35 of the respondents who strongly agree that GP has always pioneered the Value Added

Services in the telecom industry of Bangladesh, also strongly agree with the fact that several GP

VAS enables consumers to pay their Electricity, Gas & Water Bill and to buy Intercity Train

ticket. Again, 47 of the respondents who agree that GP has always pioneered the Value Added

Services in the telecom industry of Bangladesh also agree with the fact that several GP VAS

enables consumers to pay their Electricity, Gas & Water Bill and to buy Intercity Train ticket.

Conversely, 15 of the respondents who are neutral about the fact that GP has always pioneered

the Value Added Services in the telecom industry of Bangladesh are also neutral regarding the


57/79

fact that several GP VAS enables consumers to pay their Electricity, Gas & Water Bill and to

buy Intercity Train ticket.

So, from the above interpretation, we can say that, most of the respondents who believe that GP

has always pioneered the Value Added Services in the telecom industry of Bangladesh also think

that several GP VAS enable them to pay their Electricity, Gas & Water Bill and to buy Intercity

Train ticket.

Q- 20 VS. Q-23

Interpretation:

20 of the respondents who strongly agree that GP Customer Care personnel were professional,

friendly, caring to them, also think that GP Community Information Centers in the remote Villages

should be more developed for enhancing customer satisfaction. Again, 15 of the respondents who

agree that GP Customer Care personnel were professional, friendly, caring to them, also think that GP

Online Help Desk should be more developed for enhancing customer satisfaction.

you think agents over the phone talked to you were professional, friendly, caring to you? * Which one of the customer

should be more developed for enhancing customer satisfaction?

Which one of the following customer services should be more developed for

enhancing customer satisfaction?

24 Hour

Hotline

Customer Care

Outlets

Community

Information

Centers in

Villages

Online Help

Desk

Not required,

Everything is

OK

you think agents over

phone talked to you

e professional,

dly, caring to you?

strongly agree 11 10 20 6 2

agree 10 14 14 15 2

neutral 12 18 6 2 4

disagree 1 2 0 1 0

l 34 44 40 24 8


58/79

Conversely, 18 of the respondents whoare neutral about the fact that GP Customer Care personnel were

professional, friendly, caring to them, also think that GP Customer Care Outlets should be more

developed for enhancing customer satisfaction. And only 2 of the respondents who disagree that GP

Customer Care personnel were professional, friendly, caring to them, also think that GP Customer Care

Outlets should be more developed for enhancing customer satisfaction.

So, from the above interpretation, we can say that, most of the respondents think that at least some of

the GP customer services should be more developed for enhancing customer satisfaction regardless of

the fact that whether they agree or disagree about the professionalism / friendliness / caring of the GP

Customer Care personnel.

Q- 7 VS. Q- 8

Do you think GP'S network coverage is the best in the country? * GP claims they have the strongest network. Do you f

and confident enough, that you will be never out of network while travelling across the country?

GP claims they have the strongest network. Do you feel safe and confident enough,

that you will be never out of network while travelling across the country?

strongly agree agree neutral disagree

strongly

disagree

you think GP'S

work coverage is the

st in the country?

strongly

agree

43 20 5 0 1

agree 1 58 6 3 0neutral 0 2 7 1 0

disagree 0 0 1 2 0

tal 44 80 19 6 1

Interpretation:

43 of the respondents who strongly agree that GPs network coverage is the best in the country, also fee

safe and confident enough, that they will be never out of network while travelling across the country

Again, 58 of the respondents who agree that GPs network coverage is the best in the country, also fee

safe and confident enough, that they will be never out of network while travelling across the country.

Conversely, 7 of the respondents who are neutral about the fact that GPs network coverage is the best in

the country are also neutral about the fact that they will be never out of network while travelling across

the country.


59/79

So, from the above interpretation, we can say that, most of the respondents who somewhat agree tha

GPs network coverage is the best in the country, also feel safe and confident enough, that they will be

never out of network while travelling across the country.

Q- 3 VS. Q- 4

Interpretation:

21 of the respondents who strongly feel convinced about the quality when they see a GP branded produ

in the shelf (mobile phones, internet modems), also strongly feel convinced about performance or qualit

when they find out that GP is sponsoring something (concert, events). Again, 45 of the respondents wh

feel convinced about the quality when they see a GP branded product in the shelf, also feel convince

about performance or quality when they find out that GP is sponsoring some events.

Conversely, 24 of the respondents who are neutral about the quality of GP branded products are als

neutral about the performance or quality when they find out that GP is sponsoring some events.

Do you fill convinced about the quality when you see a GP branded product in the shelf (mobile phones, internet

modems)? * Do you fill safe or convinced about performance or quality when you find out that GP is sponsoring

something (concert, events)

Do you feel safe or convinced about performance or quality

when you find out that GP is sponsoring something (concert,

events)?

Totalstrongly agree agree neutral disagree

Do you feel convinced

about the quality when

you see a GP branded

product in the shelf

(mobile phones, internet

modems)?

strongly agree 21 15 1 0 3

agree 6 45 10 0 6

neutral 3 14 24 2 4

disagree 0 1 0 7

strongly disagree 1 0 0 0

Total 31 75 35 9 15


60/79

So, from the above interpretation, we can say that, people who are already convinced about the quality o

the GP branded products, also feel convinced about the performance level of the GP sponsored events.

Education status vs. Q-7

Education status of the respondents * Do you Think GP'S network coverage is the best in the country?

Do you think GP'S network coverage is the best in the

country?

Totstrongly agree agree neutral disagree

education status of the

respondents

no education 5 0 3 0

primary education 2 3 2 1

secondary education 7 7 0 0

bachelors degree or more 54 58 5 21 0 0 0

Total 69 68 10 3

Interpretation:

5 of the respondents, who have zero education level, strongly agree that GP'S network coverage is the

best in the country. Again, 3 of the respondents, who have only primary education, agree that GP'S

network coverage is the best in the country. And 7 of the respondents, who have up to secondary

education, agree that GP'S network coverage is the best in the country. Lastly, 58 of the respondents,

who have bachelors degree or more, agree that GP'S network coverage is the best in the country.

So, from the above interpretation, we can say that, most of the people think that GP'S network coverage

is the best in the country regardless of the fact that whether they are educated or not.

Income status vs. Q-9


61/79

Income of the respondents * Do you think GP's tariff are a bit higher than others but that helps them to provide

quality and up to date services? Cross tabulation

Count

Do you think GP's tariffs are a bit higher than others but that

helps them to provide quality and up to date services?Totalstrongly agree agree neutral disagree

income of the respondents 5000 or less 14 17 16 2 4

below 20000 12 31 6 3 5

below 40000 25 11 1 0 3

41000 or more 5 5 1 1 1

Total 56 64 24 6 15

Interpretation:

17 of the respondents whose monthly income level are TK 5,000 or less, agree that GP's tariffs are a bit

higher than others but that helps them to provide quality / up to date services. Again, 31 of the

respondents whose monthly income level are below TK 20,000 also agree that GP's tariffs are a bit highe

than others. And, 25 of the respondents whose monthly income level are below TK 40,000 strongly agre

with the fact that GP's tariffs are a bit higher than others.

Conversely, only 5 of the respondents whose monthly income level are TK 41,000 or more, agree that

GP's tariffs are a bit higher than others.

So, from the above interpretation, we can say that, most of the people think that GP's tariffs are a bit

higher than others regardless of the monthly income level of the consumers.

AGE VS Q-13


62/79

age of the respondents * Ranges of Internet Packages like daily based, monthly based, night plan, mini-

pack & unlimited plans serves all segments of customers? Cross tabulation

Count

Ranges of Internet Packages like daily based, monthly based,

night plan, mini-pack & unlimited plans serves all segments ofcustomers?

Totalstrongly agree agree neutral disagree

age of the respondents below 18 1 1 0 3

19-29 33 40 20 7 10

30-45 9 20 6 0 3

46-above 3 5 2 0 1

Total 46 66 28 10 15

Interpretation:

3 of the respondents, who are below 18 years old, disagree that the ranges of GP Internet Packages serve

all segments of customers. 40 of the respondents, who have the age between the ranges of 19-29, agree

that the ranges of GP Internet Packages serve all segments of customers. 20 of the respondents, who

have the age between the ranges of 30-45, agree that the ranges of GP Internet Packages serve all

segments of customers. And only 5 of the respondents, who are 46 and above, agree that the ranges of

GP Internet Packages serve all segments of customers.

So, from the above interpretation, we can say that, most of the people think that GP Internet Packages

serve all segments of customers regardless of the age of the respondents.

EDUCATION VS Q-23


63/79

Education status of the respondents * Which one of the customer services should be more developed for

enhancing customer satisfaction? Cross tabulation

Count

Which one of the customer services should be more developed

for enhancing customer satisfaction?

Total

24 Hour

Hotline

Customer

Care

Outlets

Community

Information

Centers in

Villages

Online

Help

Desk

Not

required,

Everything

is OK

education status of the

respondents

no

education

1 3 2 1 1 8

primary

education

0 5 2 1 0 8

secondary

education

2 8 1 3 0 14

bachelors

degree or

more

31 28 34 19 7 119

Total 34 44 40 24 8 150

Interpretation:

3 of the respondents, who have zero education level, think that GP Customer Care Outlets should be

more developed for enhancing customer satisfaction. Again, 5 of the respondents, who have only

primary education level, also think that GP Customer Care Outlets should be more developed for

enhancing customer satisfaction. And, 8 of the respondents, who have up to secondary education level,

also think that GP Customer Care Outlets should be more developed for enhancing customer

satisfaction. Lastly, 34 of the respondents, who have bachelors degree or more, think that GP

Community Information Centers in Villages should be more developed for enhancing customer

satisfaction.

So, from the above interpretation, we can say that, most of the people think that GP Customer Care

Outlets should be more developed for enhancing customer satisfaction regardless of the education level

of the respondents.


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Linear & Curve regression

In linear regression, from ANOVA table, if we find the F value > significant value then we

reject null hypothesis. In contrast, if we find F value < significant value then we can say that we

accept null hypothesis.


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In curve regression, we get b0 & b1 values. The b1 value tell us to what extent Y changes when

X changes by 1 assuming Y is the dependent variable and X is the independent variable.

GP as a brand and its Customer Satisfaction vs. GP as a Brand

ANOVAb

Model Sum of Squares df Mean Square F Sig.

1 Regression 9.922 1 9.922 139.457 .000a

Residual 10.530 148 .071

Total 20.452 149

a. Predictors: (Constant), GP as a Brand

b. Dependent Variable: GP as a Brand and its customer satisfaction

Model Summary and Parameter Estimates

Dependent Variable:GP as a Brand and its customer satisfaction

Equation

Model Summary Parameter Estimates

R Square F df1 df2 Sig. Constant b1

Linear .485 139.457 1 148 .000 .890 .567

The independent variable is GP as a Brand.


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From linear regression, we got, F value = 139.457> significant value= .000

So, we accept alternative hypothesis means has positive relationship between Customer

Satisfaction & Brand image of GP

Again, from curve regression, the b1 value is required for the effectiveness of the GP Customer

satisfaction is .567 which indicates that Brand image of GP has huge impact over the GP

Customer satisfaction. +ve b1 value indicates the positive correlation between the GP Customer

satisfaction and Brand image of GP. However, the relationship between two variable is reliable

because of significant value is greater than F value.

Last of all; figure shows that there is upward slope which indicates a positive relationship

between GPs Brand image & GP customers satisfaction level.

So we can see from the above interpretation that, GP customers satisfaction level is very high

because of the high brand image of GP & most of the respondents settled that GPs strong brand


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image influence them while choosing a mobile connection and they feel safe or convinced about

performance or quality while using GP connection.

GP as a brand and its Customer Satisfaction vs. GP Customer Care

ANOVAb


1 Regression 12.447 1 12.447 230.140 .000a

Residual 8.005 148 .054

Total 20.452 149

a. Predictors: (Constant), GP Customer care




Equation



Linear .609 230.140 1 148 .000 .859 .571

The independent variable is GP Customer care.



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Satisfaction & Customer care service of GP.


satisfaction is .571 which indicates that Customer care service of GP has huge impact over the GP

Customer satisfaction. +ve b1 value also indicates the positive correlation between the GP

Customer satisfaction and Customer care service of GP. However, the relationship between two

variable is reliable because of significant value is greater than F value.

Last of all; figure shows that there is upward slope which indicates a positive relationship

between Customer care services of GP & GP customers satisfaction level.

So we can see from the above interpretation that, because of the various Customer care services

provided by GP, the satisfaction level of the customers are also very high. GP used to provide

multiple customer care services by 121 hotline, GPC, GPCF, CIC, STP on a continuous basis

along with most efficient and professional customer care managers.

GP as a brand and its Customer Satisfaction vs. GP Value added Services

ANOVAb


1 Regression 13.113 1 13.113 264.453 .000a

Residual 7.339 148 .050

Total 20.452 149

a. Predictors: (Constant), GP valu added services




Equation



Linear .641 264.453 1 148 .000 1.073 .555

The independent variable is GP valu added services.


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Satisfaction & Value added services of GP.


satisfaction is .555 which indicates that Value added services of GP has vast impact over the GP

Customers satisfaction level. +ve b1 value also indicates the positive correlation between the GP

Customer satisfaction and Value added services of GP. However, the relationship between two

variable is reliable because of significant value is greater than F value.Last of all; figure shows that there is upward slope which indicates a positive relationship

between Values added services of GP & GP customers satisfaction level.

So we can see from the above interpretation that, because of the various values added services

provided by GP, the satisfaction level of the customers are also very high. GP used to provide

multiple values added services like study line for higher education information, Emergency


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Health Line operated by the trained doctors, Bill Pay which enables you to pay your

electricity, Gas & Water bill, Mobitaka enables you to buy intercity train ticket from home.

These bunches of value added services has also given GP a basis of competitive advantage over

its competitors. Moreover, GP always pioneers Value Added Services and has the widest range

among the industry (Fnf, Missed Call Alert, Welcome Tune, Call Block, Balance Transfer,

Music Radio, Health Line, Study Line, News & Sports Alerts etc) which make the customers

more satisfied. GP has the widest range of mobile services offered to different segments like

Consumer, Youth, Business, SME, SOHO and Retail along with different type of data call

services such as Different internet packages for mobile & computers, Mobile back up, Bull

services for share market, Mobile TV, Black-Berry secured services etc. these value added

services had already a huge impact over its customers.

GP as a brand and its Customer Satisfaction vs. GP Internet

ANOVAb


1 Regression 9.765 1 9.765 135.235 .000a

Residual 10.687 148 .072

Total 20.452 149

a. Predictors: (Constant), GP internet




Equation



Linear .477 135.235 1 148 .000 1.369 .357

The independent variable is GPinternet.


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From linear regression, we got, F value = 135.235 > significant value= .000


Satisfaction & GP Internet services.


satisfaction is .357 which indicates that GP Internet services has reasonable impact over the GP

Customer satisfaction. +ve b1 value also indicates the positive correlation between the GP

Customer satisfaction and GP Internet services. Still, the relationship between two variable is

reliable because of significant value is greater

Documents

Final 470 Body Revised