Report of Bus 498

7/28/2019 Report of Bus 498

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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. Amongst all of them Grameenphone is leading the industry for

the last decade. As a student of North South University and serving as a

Customer Manager in Commercial Division of Grameenphone as an Intern

the topic was chosen Evaluation of Customer Satisfaction of

Grameenphone Regarding Key Data Call Service by Academic Supervisor.Thus a brief survey was conducted to find 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 data call services, transfer

rate, expectation of customers, packages available currently, tariff

promotions given, current know how of a product, after sales services etc.

During the survey a mass of data was gathered. Then the data was coded

accordingly. Afterwards it has been evaluated by SPSS. This part came up

with different statistical answers. Later on interpretation was made based on

the analysis and real time experience was discussed as well. This whole part

was full of learning. Not only about Grameenphone also about conducting a

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real time survey, coding, analyzing, interpreting and preparing a marketing

research report in a real working situation.

Company Background

Grameenphone is a sister concern of Telenor Group. Its Headquarter

is in Norway. It has telecommunication operations in 14

countries across Europe and Asia. In 1996 with a joint venture

with Grameen Bank with the name Grameenphone it came to

Bangladesh.

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 thepioneers 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

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Company Values:

Make It Easy

Keep Promises

Be Inspiring Be Respectful

Company Slogan:

Stay Close

Investment:

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 crorewas paid in 2006 alone.

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.

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Network Coverage:

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 iswithin the coverage area of the Grameenphone network.

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, international roaming service,Welcome tune, Call block, Missed call alert, Bill pay, Mobitaka, Balance

transfer, Health line, Study line, Spots news etc.

Pioneer in Data Call Services:

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Telenor, 55.80

%

Grameen

Telecom, 34.20

%

General Retail

& Institutional

Investors, 10%


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Grameenphone was the first to introduce various data call services in

Bangladesh. It has already updated from GPRS to EDGE technology. 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. It also does have a plan to launch first 3G mobile

internet facilities in the country.

Services like mobile fax, email, data transmission services, Bull, Mobile TV,

Mobile back-up, Blackberry dedicated security VPN etc are floating in the

market.

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:

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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 theYear 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 2006, for its Community Information Center

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(CIC) project, and for its Health Line Service project at the 3GSM World

Congress held in Barcelona, Spain, in February 2007.

Rationale of the Study:

Grameenphone has a range of product and services regarding Data Call,

currently operating in the market. Among them there are some key product

and services which are widely used. These are taken into consideration and

tried to evaluate level of satisfaction regarding these few where it mostly

emphasizes its usage, transfer rate, tariff plan, connectivity problems, after

sales services etc of the following

a. Internet Packages for Post-paid & Pre-paid customers.

b. Mobile Backup Service.

c. Mobile TV

d. Bull Service for share market.

e. Blackberry VPN service.

f. GP Branded Modem.

Statement of the Problem & Objective of the

Study:

The report is designed in such a way that it will answer the following

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a. To find out the satisfaction level of Internet packages, Mobile backup

service, Bull service and GP branded modem in the market.

b. To find out the specific areas of dissatisfaction.

c. To find out the probable means of reducing dissatisfaction.

Scope of the Study:

The research is based on different factors like the knowhow, use rate,

awareness and performance of the product and services from customers

perspective. It has gathered valuable information about the topic. Both

satisfaction and dissatisfaction has shown up. This could be a vital clue to

product designers as well. Future products and services could be designed

on keeping these outcomes in consideration. Thus the customer will find the

products and services are performing to their expectation which will benefit

both the parties.

Methodology:

Keeping in mind that it is a partial completion of internship and there will be

many constrains regarding time, respondents availability, answering

attitude, convenient of contact following methods will be applied

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Sample:

Though convenient sample has been used it was always in concern to

include people from different demographics.

Size 101 individuals

Age Category 18 to 45 yearsArea of Pick Dhaka Metropolitan

CityTechnique Convenience

Sampling

Data Collection:

Organizational database were used to prepare the questionnaire. A

supervisors exclusive Interview has been taken which is included in the later

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portion. Questionnaires were used to collect secondary data. Other than that

websites, blogs and newsletters were used.

Secondary

Data

Organizational Database, Supervisor, Serving

EmployeesPrimary Data Questionnaire ResponseOther Websites, Blogs, Newsletters

Survey Method:

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.

Phone Call: As there is a option for telephone interview some people were

called and asked to answer the questionnaire but it was one of the difficult

part to make them understand.

E-mail: This part was easier to conduct as most of respondent answered

within 3 days.

Personal Interview 80 IndividualsTelephone

Interview

10 Individuals

E-mail Survey 11 Individuals

Questionnaire Design:

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Most of the questions initially have multiple choices. Some includes ranking.

There were some rating oriented question as well but major portion was

emphasized by Likert scale questions. A open ended question was given to

know different types of opinion.

Closed Ended

Questions

21 nos

Open Ended

Question

1 only

Application of

Questions

Demographics, Dichotomous-Alternative, Determinant-Choice,

Frequency-Determination, Ranking Options, Likert Scale

Limitation of the Study:

This is very clear and obvious there will be limitations while conducting a

research in these level will be one of the major factor

Time Constrain: As a result I may not be able to conduct survey in rural

areas. Thus the respondents will be selected within Dhaka city that Includes

people of different ages, income, education level, students, household and

known users which will enrich the report. There is also some confidential

information which might not be permitted to declare in the report.

Lack of Support from the Target Group: As already mentioned during

survey some respondent directly refused to fill up the questionnaire. Somepeople have answered even without reading the questions.

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Lack of Secondary Source:Till now very little research has been done on

this topic. So, for finding secondary data we had to rely on website, blogs

and newsletters only.

Language Barrier: Some respondent were from China (Chinese Students of

NSU), making them understand was a bit tough.

Measures

In this case, seven factors were considered as Independent variables (GPC,

Customer Managers Service, After Sales Problem Solving, Data Transfer

Rate, Streaming Facilities, The Brand Image and Network) and Customer

Satisfaction of GP as Dependent variables. A degree of measurement scale

(5- highly agree, 4-moderately agree, 3- neutral, 2- moderately disagree and

1- highly disagree) was used. 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 it was assumed 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 the report says there is a cause and effect

relationship between Independent Variables of GP GPC, Customer Managers

Service, After Sales Problem Solving, Data Transfer Rate, Streaming

Facilities, The Brand Image and Network and Dependent Variables Customer

Satisfaction of GP.

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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 several

secondary data was used. The research was carried out through

Sample questionnaire.

Direct Interview of Supervisor.

Phone calls and E-mail response.

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 itsobjective and vision were collected from various trusted and relevant

sources

Internet.

Journals & Newsletters.

Other official documents of Grameenphone.

101 respondents were interviewed who all are GP user where people from

different demographics were covered. As technical instruments to prepare

and analyze the information of our project, the followings softwares were

used

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Microsoft Word.

Microsoft Excel.

SPSS 17.0 for Windows.

Research Results and Discussion

Hypothesis:

Ho= 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 GPC has a strong influence and

has a positive relationship with its customers level of satisfaction.

In hypothesis 2, it is forecasted that Customer Managers Service of GP

are positively related with its customers level of satisfaction.

In hypothesis 3, it is anticipated that After Sales Problem Solving has a

positive relationship with its customer satisfaction level.

In hypothesis 4, it is predicted that GPs Data Transfer Rate is positively

related with its customers level of satisfaction.

In hypothesis 5, it is anticipated that the Streaming Facilities has a

positive relationship with its customer satisfaction level.

In hypothesis 6, it is predicted that the Brand Image has a strong

influence and has a positive relationship with its customers level of

satisfaction.

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In hypothesis 7, it is forecasted that Nationwide Network of GP is

positively related with its customers level of satisfaction.

Relationship judgments through the cross tables

1. This tries to find out that, is there any relation between the

income of the subscriber of GP and Streaming from high end

handset

H0: There is no relationship between the income of the subscriber of GP and

Streaming from high end handset.

H1: There is a relationship between the income of the subscriber of GP and

Streaming from high end handset.

Income * I can stream any video via GP internet from a high end handset Cross tabulation

Count

I can stream any video via GP internet from a high

end handset

TotalStrongly agree Agree

Income 5000 or Less 14 9 23

Below 20000 41 14 55

Below 40000 11 1 12

41000 or more 11 0 11

Total 77 24 101

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Here we observe that, lower income level people are less agrees with

streaming video from high end hand set. However, as the income level rises

disagreement has gone down and come to 0% from 40%. Here we found

that, idea of high end hand set has different viewpoint in different income

level which increases the agreement with the streaming option as the

income level ascend.

Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 8.091a 3 .044

Likelihood Ratio 10.688 3 .014

Linear-by-Linear Association 7.914 1 .005

N of Valid Cases 101

a. 2 cells (25.0%) have expected count less than 5. The minimum expected count is 2.61.

As the p value is less than the significance level the H0 is rejected and H1 is

accepted.

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2. This tries to tried to find out that, is there any relation between

gender of the subscriber of GP and feeling safe and convinced about

the quality and performance when they see any GP branded product

in the shelf

H0: There is no relationship between gender of the subscriber of GP and

feeling safe and convinced about the quality and performance when I see

any GP branded product in the shelf.

H1: There is a relationship between gender of the subscriber of GP and

feeling safe and convinced about the quality and performance when I see

any GP branded product in the shelf.

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I fill safe and convinced about the quality and performance when I see any GP branded product in the shelf (Internet modems) * Gender Cross

tabulation

Gender

TotalMale Female

I fill safe and convinced about the quality

and performance when I see any GP

branded product in the shelf (Internet

modems)

Agree Count 41 39 80

% within I fill safe and convinced about

the quality and performance when I see

any GP branded product in the shelf

(Internet modems)

51.3% 48.8% 100.0%

% within Gender 66.1% 100.0% 79.2%

Neutral Count 21 0 21




(Internet modems)

100.0% .0% 100.0%

% within Gender 33.9% .0% 20.8%

Total Count 62 39 101




(Internet modems)

61.4% 38.6% 100.0%

% within Gender 100.0% 100.0% 100.0%

Here it is very clear that most of the female respondents are very confident

about the GP product than the male respondents.

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introducing Communication Information Center and facilitating

internet access and education to route level customers

H0: There is no relationship between the introducing Communication

Information Center and facilitating internet access and education to route

level customers.

H1: There is a relationship between the introducing Communication

Information Center and facilitating internet access and education to route

level customers.

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GP has made it possible for the rural people to use internet by introducing Communication Information Center (CIC) * GP has given internet access and

education to route level customers Cross tabulation

GP has given internet access and education to

route level customers


GP has made it

possible for the rural

people to use

internet by

introducing

Communication

Information Center

(CIC)

Strongly agree Count 69 0 69

% within GP has made it possible for the rural people to

use internet by introducing Communication Information

Center (CIC)

100.0% .0% 100.0%

% within GP has given internet access and education to


69.0% .0% 68.3%

Agree Count 31 1 32



Center (CIC)

96.9% 3.1% 100.0%



31.0% 100.0% 31.7%




Center (CIC)

99.0% 1.0% 100.0%



100.0% 100.0% 100.0%

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Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)


Continuity Correctionb .157 1 .692


Fisher's Exact Test .317 .317



a. 2 cells (50.0%) have expected count less than 5. The minimum expected count is .32.

b. Computed only for a 2x2 table

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customer managers of GP to be helpful and able to solve

subscribers problem promptly and Brand Grameenphone has an

impact on subscribers while choosing an Internet connection

H0: There is no relation between the customer managers of GP to be helpful

and able to solve subscribers problem promptly and Brand Grameenphone

has an impact on subscribers while choosing an Internet connection.

H1: there is a relation between the customer managers of GP to be helpful

and able to solve subscribers problem promptly and Brand Grameenphone

has an impact on subscribers while choosing an Internet connection.

Chi-Square Tests







The following Hypothesis has the p value less than the significant value. So

there is there is a relation between the customer managers of GP to be

helpful and able to solve subscribers problem promptly and Brand

Grameenphone has an impact on subscribers while choosing an Internet

connection.

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I found customer managers of GP to be helpful and able to solve my problem promptly * I think the Brand

Grameenphone has an impact on me while choosing an Internet connection Cross tabulation

I think the Brand Grameenphone has an impact

on me while choosing an Internet connection

TotalStrongly agree Agree Neutral

I found

customer

managers of

GP to be

helpful and

able to solve

my problem

promptly

Strong

ly

agree

Count 21 59 0 80

% within I found customer managers of

GP to be helpful and able to solve my

problem promptly

26.3% 73.8% .0% 100.0%

% within I think the Brand Grameenphone

has an impact on me while choosing an

Internet connection

100.0% 84.3% .0% 79.2%

Agree Count 0 11 9 20



problem promptly

.0% 55.0% 45.0% 100.0%



Internet connection

.0% 15.7% 90.0% 19.8%

Neutra

l

Count 0 0 1 1

% within I found customer managers ofGP to be helpful and able to solve my

problem promptly

.0% .0% 100.0% 100.0%



Internet connection

.0% .0% 10.0% 1.0%

Total Count 21 70 10 101



problem promptly

20.8% 69.3% 9.9% 100.0%



Internet connection

100.0% 100.0% 100.0% 100.0%

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5. This tries to find out that is there any relation between the

customer managers of GP to be helpful and able to solve

subscribers problem promptly and subscribers feel safe and

confident enough, that they will be never out of network while

surfing and travelling across the country

H0: There is no relationship between the Customer Managers of GP to be

helpful and able to solve subscribers problem promptly and subscribers feel

safe and confident enough, that they will be never out of network while

surfing and travelling across the country.

H1: There is a relationship between the Customer Managers of GP to be

helpful and able to solve subscribers problem promptly and subscribers feel

safe and confident enough, that they will be never out of network while

surfing and travelling across the country.

Chi-Square Tests




Linear-by-Linear Association .796 1 .372



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I found customer managers of GP to be helpful and able to solve my problem promptly * GP claims they have the strongest network. I feel safe and

confident enough, that I will be never out of network while surfing and travelling across the country Cross tabulation

GP claims they have the strongest network. I feel safe

and confident enough, that I will be never out of network

while surfing and travelling across the country

Total

Strongly

agree Agree Neutral

I found

customer

managers of

GP to be

helpful and

able to solve

my problem

promptly

Strongly

agree

Count 70 10 0 80

% within I found customer managers of GP to be helpful and

able to solve my problem promptly

87.5% 12.5% .0% 100.0%

% within GP claims they have the strongest network. I feel

safe and confident enough, that I will be never out of network


77.8% 100.0% .0% 79.2%




100.0% .0% .0% 100.0%




22.2% .0% .0% 19.8%

Neutral Count 0 0 1 1



.0% .0% 100.0% 100.0%




.0% .0% 100.0% 1.0%




89.1% 9.9% 1.0% 100.0%




100.0% 100.0% 100.0% 100.0%

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subscribers think data transfer rate of GP internet service better

than any other operator and subscribers can stream any video via

GP internet from a high end handset

H0: There is no relationship between the subscribers think data transfer rate

of GP internet service better than any other operator and subscribers canstream any video via GP internet from a high end handset.

H1: There is a relationship between the subscribers think data transfer rate of

GP internet service better than any other operator and subscribers can

stream any video via GP internet from a high end handset.

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Chi-Square Tests






a. 1 cells (16.7%) have expected count less than 5. The minimum expected count is 3.56.

The respective Chi Square test has determined that for the particular relation

the p-value is less than the significance levels which rejects the H0 and

accept H1 So, there is a relationship between the subscribers think data

transfer rate of GP internet service better than any other operator and

subscribers can stream any video via GP internet from a high end handset.

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I think data transfer rate of GP internet service better than any other operator * I can stream any video via GP

internet from a high end handset Crosstabulation

I can stream any video via GP

internet from a high end handset


I think data

transfer rate of

GP internet

service better

than any other

operator

Strongly agree Count 53 0 53

% within I think data transfer rate of GP

internet service better than any other

operator

100.0% .0% 100.0%

% within I can stream any video via GP


68.8% .0% 52.5%

Agree Count 24 9 33



operator

72.7% 27.3% 100.0%



31.2% 37.5% 32.7%

Neutral Count 0 15 15



operator

.0% 100.0% 100.0%



.0% 62.5% 14.9%




operator

76.2% 23.8% 100.0%



100.0% 100.0% 100.0%


willingness of not to switch from GP to another Operator and Brand

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Grameenphone has an impact on me while choosing an Internet

connection

H0: There is no relationship between the willingness of not to switch from GP

to another Operator and Brand Grameenphone has an impact on me while

choosing an Internet connection.

H1: There is a relationship between the willingness of not to switch from GP

to another Operator and Brand Grameenphone has an impact on me while

choosing an Internet connection.

Chi-Square Tests







The respective Chi Square test has determined that for the particular relation

the p-value is less than the significance levels which rejects the H0 and

acceptH1 So,There is a relationship between the willingness of not to switch

from GP to another Operator and Brand Grameenphone has an impact on

customer while choosing an Internet connection.

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If I face problems while using a mobile internet connection. I will not switch from GP to another Operator * I think the Brand Grameenphone has an impacton me while choosing an Internet connection Crosstabulation

I think the Brand Grameenphone hasan impact on me while choosing an

Internet connection

TotalStrongly

agree Agree Neutral

If I faceproblemswhile usinga mobileinternetconnection.

I will notswitch fromGP toanotherOperator

Stronglyagree

Count 10 0 0 10

% within If I face problems while using a mobile internet connection. I will not switch from GP to another Operator 100.0% .0% .0% 100.0%

% within I think the Brand Grameenphone has an impact on me while choosing an Internet connection 47.6% .0% .0% 9.9%


% within If I face problems while using a mobile internet connection. I will not switch from GP toanother Operator

20.8% 79.2% .0% 100.0%

% within I think the Brand Grameenphone has an impact on me while choosing an Internetconnection

52.4% 60.0% .0% 52.5%

Neutral

Count 0 28 0 28


.0% 100.0% .0% 100.0%


.0% 40.0% .0% 27.7%

Disagree

Count 0 0 9 9


.0% .0% 100.0% 100.0%


.0% .0% 90.0% 8.9%

Stronglydisagree

Count 0 0 1 1


.0% .0% 100.0% 100.0%


.0% .0% 10.0% 1.0%



20.8% 69.3% 9.9% 100.0%


100.0% 100.0% 100.0% 100.0%

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Regression Analysis:

Model Summary

Model R R Square Adjusted R Square Std. Error of the Estimate

1 1.000a 1.000 1.000 .000

a. Predictors: (Constant), GP has made it possible for the rural people to

use internet by introducing Communication Information Center (CIC) , I

think the Brand Grameenphone has an impact on me while choosing an

Internet connection , While purchasing or consulting for a problem in the

GPC what impression did you get?, I think data transfer rate of GP internet

service better than any other operator , GP claims they have the strongest

network. I feel safe and confident enough, that I will be never out of

network while surfing and travelling across the country , If I face

problems while using a mobile internet connection. I will not switch from

GP to another Operator , I can stream any video via GP internet from a

high end handset

b. Dependent Variable: I think that ranges of Internet Packages like daily

based, monthly based, night plan, mini-pack & unlimited plans serves all

segments

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Coefficientsa

Model

Unstandardized

Coefficients

Standardized

Coefficients

t Sig.B Std. Error Beta

1 (Constant) -2.000 .000 1.3367 .000

While purchasing or consulting for

a problem in the GPC what

impression did you get?

.276 .000 ..25 .000 .000

I think data transfer rate of GP

internet service better than any

other operator

.42 .019 .5 3.345 .000

If I face problems while using a

mobile internet connection. I will

not switch from GP to another

Operator

.24 .0768 .235 1.5377 .000

I can stream any video via GP


.067 .875 .065 1.045 .000

I think the Brand Grameenphone

has an impact on me while

choosing an Internet connection

.285 45 .29 2.57 .000

GP claims they have the

strongest network. I feel safe and

confident enough, that I will be

never out of network while surfing

and travelling across the country

.13 34 .15 3.615 .000

GP has made it possible for the

rural people to use internet by

introducing Communication

Information Center (CIC)

.o765 .564 .09 3.127 .000

a. Dependent Variable: I think that ranges of Internet Packages like daily based, monthly based, night plan, mini-pack &

unlimited plans serves all segments

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Correlations

I think thatranges ofInternet

Packages likedaily based,

monthlybased, nightplan, mini-

pack &unlimited plans

serves allsegments

Whilepurchasing

orconsulting

for aproblem inthe GPC

whatimpression

did youget?

I foundcustomermanagersof GP to

be helpfuland ableto solve

myproblem

promptly

I think datatransfer rate

of GPinternetservice

better thanany otheroperator

I can streamany video viaGP internetfrom a highend handset

I think theBrand

Grameenphone has an

impact on mewhile

choosing anInternet

connection

GP claims theyhave thestrongest

network. I feelsafe andconfident

enough, that Iwill be never outof network while

surfing andtravelling across

the country

GP has made itpossible for therural people touse internet by

introducingCommunication

InformationCenter (CIC)

I think that ranges ofInternet Packages likedaily based, monthlybased, night plan, mini-pack & unlimited plansserves all segments

Pearson Correlation 1 .330**

.491**

.734** .884** .384** .196* .234*

Sig. (2-tailed) .001 .000 .000 .000 .000 .050 .019

N 101 101 101 101 101 101 101 101

While purchasing orconsulting for a problem in

the GPC what impressiondid you get?

Pearson Correlation -.330** 1 -.200* .207* -.224* .080 -.135 -.273**

Sig. (2-tailed) .001 .045 .038 .024 .424 .178 .006

N 101 101 101 101 101 101 101 101

I found customermanagers of GP to behelpful and able to solvemy problem promptly

Pearson Correlation .491** -.200* 1 -.023 .308** .560** .089 .733**

Sig. (2-tailed) .000 .045 .823 .002 .000 .375 .000

N 101 101 101 101 101 101 101 101

I think data transfer rate ofGP internet service betterthan any other operator

Pearson Correlation .734** .207* -.023 1 .767** .197* .251* -.262**

Sig. (2-tailed) .000 .038 .823 .000 .049 .011 .008

N 101 101 101 101 101 101 101 101

I can stream any video viaGP internet from a highend handset

Pearson Correlation .884** -.224* .308** .767** 1 .540** -.056 .120

Sig. (2-tailed) .000 .024 .002 .000 .000 .577 .233

N 101 101 101 101 101 101 101 101

I think the BrandGrameenphone has animpact on me while

choosing an Internetconnection

Pearson Correlation .384** .080 .560** .197* .540** 1 -.346** .097

Sig. (2-tailed) .000 .424 .000 .049 .000 .000 .333

N 101 101 101 101 101 101 101 101

GP claims they have thestrongest network. I feelsafe and confident enough,that I will be never out ofnetwork while surfing andtravelling across thecountry

Pearson Correlation .196* -.135 .089 .251* -.056 -.346** 1 -.109

Sig. (2-tailed) .050 .178 .375 .011 .577 .000 .279

N 101 101 101 101 101 101 101 101

GP has made it possiblefor the rural people to useinternet by introducingCommunicationInformation Center (CIC)

Pearson Correlation .234* -.273** .733** -.262** .120 .097 -.109 1

Sig. (2-tailed) .019 .006 .000 .008 .233 .333 .279

N 101 101 101 101 101 101 101 101

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

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

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Findings:

1. All the variables taken as the independent variables are significant. All

of them has a good amount significance level.

2. 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.

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 itshould be accepted. Again we can say we are 95% confident that we have

made the right choice.

1. Correlation between compactness of the packages and the GPC

impression:

.330** is a positive correlation between the variables which indicates that, by

increasing the performance of GPC or Customer Care Outlets the usage of

internet will increase. As the manual configuration and the initial start up of

internet is procured by the GPC it will be a key point for developing data call

service with a strong and influencing GPC.

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2. Correlation between compactness of the packages and the helpful

CM to solve problem:

.491** is a positive correlation between the variables which indicates that, if

Customer Managers are able to provide with, quick and quality service over

the phone on demand or face to face usage of different packages will not

decrease rather they will become more loyal.

3. Correlation between compactness of the packages and the data

transfer rate:

.734** is a positive correlation between the variables which indicates that,

more speed or transfer rate customers get they tend to use larger packages.

If transfer rate remains same or increase customers will remain satisfied.

4. Correlation between compactness of the packages and streaming

from high end handset:


streaming means a lot to a internet user and they very well know its

possible form high end handsets. Thus they have grown a faith on

Grameenphone regarding streaming.

5. Correlation between compactness of the packages and the impact

of brand:


brand is a important element here while choosing a mobile internet

connection. Analysis shows that a major part of the customers purchase

Grameenphone connection just because of the brand.

6. Correlation between compactness of the packages and the strong

network:

.196* is a positive correlation between the variables which indicates that, a

major cluster of customer believes of Grameenphones nationwide network.

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Thus they choose it for better connectivity and users are satisfied, a slight

change on it can vary a lot.

7. Correlation between compactness of packages and rural people

learning about internet through CIC:

.234** is a positive correlation between the variables which indicates that, by

increasing performance of CIC Internet usage in rural areas will go up. As CIC

is educating about internet and helping rural people to contact there dear

ones in abroad it creates a positive image. When a customer from rural area

decides to use internet the first things comes in his/her mind is

Grameenphone.

Recommendation

Following recommendation may help the company to improve their future

performance

Few things like the tariff seem to be a bit higher than other operator in

some cases. Though some respondents had a negative impression on

that but the analysis says that they are actually not giving that much

importance on that. As Grameenphone has a large customer base now,

they could revise some tariff & Charges.

The customers who are loyal to Grameenphone mostly they seek for an

uninterrupted network. Still there are some places which do not fall

under any cellular network and some places which have poor network

coverage. Some time network interruption takes places due to

technical failures but customer should be notified beforehand.

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Analysis shows that Grameenphone has a very positive brand Image

which can be considered as the most important thing or asset for

Grameenphone. Thus most of the campaign is successful. A major

customer just makes purchase decision even without any judgment,

just relying on the brand image. Thus continuous branding is must.

After sales services also has a greater impact on customers mind

which is already being provided by Grameenphone and its affiliates like

GPC, GPSD, and Hotline etc. Quality should not fall here. As this part

helps a customer to make purchase decision in the beginning and it

also provides feeling secure to the customer in case he faces any

problem.

Customer relies on the 121 helpline in case of any sudden problem and

analysis shows that they have faith on that. But some time it takes

time to reach them. Thus this portion needs a slight observation from

the authority.

Know how about some data call services like Mobile back up, Bull

services for share market, Mobile TV, Black-Berry secured services are

very low. Grameenphone needs more promotion on this data call

sector.

Customers tend to have 24 hours customer support in case of any

emergency or in case of any query which at the moment cannot be

provided as government has an order to close down Contact Center

from 12am 7am. Though it has a 24 hour IVR (Interactive Voice

Response) support, human interaction is more preferred by customers.

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Conclusion

The research has not involved any participant who might not be able to give

fully informed consent for example children, vulnerable adults, employees,

those with pre-existing relationship with the researcher. This research would

not involve the administration of any substances like, food substances,

addictives, alcohol etc. No invasive producers, like blood sampling,

temperature probes would be part of the research. No physical, social,

psychological, emotional or financial risk to the participant of the research.

No confidential or sensitive data was used. No unlawful activity has been

done. Dhaka Metropolitan city was considered as population and 101

samples were chosen based on the proposal.

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In the beginning of research an assumption was that people will not be that

much helpful and conducting 101 surveys with along questionnaire will be

hard. Though it was a bit difficult but there are many things to learn from

real time experience.

The hypothesis considered before conducting the survey and analysis came

up with a positive result. The entire seven hypotheses were accepted. Thus

we can conclude that the strong brand image of Grameenphone, nationwide

network coverage, unique internet packages transfer rate, streaming

options. And last but not the least quality after sales services by different

affiliates has a major impact on key data call service plus customer

satisfaction and customers are highly satisfied.

Bibliography

http://www.grameenphone.com/index.php?id=1

http://en.wikipedia.org/wiki/Satisfaction

http://www.unisanet.unisa.edu.au/07118/language/reports.htm

http://en.wikipedia.org/wiki/Grameenphone

http://home.ubalt.edu/ntsbarsh/stat-data/topics.htm

http://download.cnet.com/SPSS/3000-2053_4-10982097.html

Journals & Regular Newsletters of GP
http://www.grameenphone.com/index.php?id=1http://en.wikipedia.org/wiki/Satisfactionhttp://www.unisanet.unisa.edu.au/07118/language/reports.htmhttp://en.wikipedia.org/wiki/Grameenphonehttp://home.ubalt.edu/ntsbarsh/stat-data/topics.htmhttp://download.cnet.com/SPSS/3000-2053_4-10982097.htmlhttp://www.grameenphone.com/index.php?id=1http://en.wikipedia.org/wiki/Satisfactionhttp://www.unisanet.unisa.edu.au/07118/language/reports.htmhttp://en.wikipedia.org/wiki/Grameenphonehttp://home.ubalt.edu/ntsbarsh/stat-data/topics.htmhttp://download.cnet.com/SPSS/3000-2053_4-10982097.html

Report of Bus 498

Documents

Transcript of Report of Bus 498