Factors Affecting Customer Satisfaction on Grameenphone Users in Bangladesh

1
Md. Hasebur Rahman
Md. Hasebur Rahman MBA,PhD Fellow
2
Md. Redwanuzzaman
Md. Redwanuzzaman
3
Md. Masud-Ul-Hasan
Md. Masud-Ul-Hasan
4
Md. Asfaqur Rahman
Md. Asfaqur Rahman
1 Pabna University of Science and Technology

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Mobile telecom sector in Bangladesh has reached at a desired level. Competition in this industry intensifies the urgency of making customer satisfied for corporate profitability and survival in a competitive marketplace. This study is conducted on 140 Grameenphone (GP) users in Bangladesh. The Study reveals that customer extended in respect of age, income, education. Major part of customers uses value added and multiple operators’ service; therefore study indicates the urgency of customer satisfaction. The correlation with the factors leading to customer satisfaction found to be positive except network & signal coverage. Finally, multiple regression analysis indicates that GP’s service innovativeness, service reliability, service competitiveness, customer demand fulfillment to be found significant and GP’s service consistency, network & signal coverage, pricing policy, quality of the offering, value added service, contribution to society and brand value to be found insignificant for affecting customer satisfaction. On the basis of these findings; study concludes that customer satisfaction is a dynamic phenomenon. Maintaining desired level of customer satisfaction requires corporate proactive responsiveness in accessing, building & retaining satisfied customers for sustainable competitive advantages in market place.

Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

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Not applicable for this article.

Md. Hasebur Rahman. 2014. \u201cFactors Affecting Customer Satisfaction on Grameenphone Users in Bangladesh\u201d. Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 14 (GJMBR Volume 14 Issue E3): .

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GJMBR Volume 14 Issue E3
Pg. 57- 66
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Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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June 30, 2014

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English

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Mobile telecom sector in Bangladesh has reached at a desired level. Competition in this industry intensifies the urgency of making customer satisfied for corporate profitability and survival in a competitive marketplace. This study is conducted on 140 Grameenphone (GP) users in Bangladesh. The Study reveals that customer extended in respect of age, income, education. Major part of customers uses value added and multiple operators’ service; therefore study indicates the urgency of customer satisfaction. The correlation with the factors leading to customer satisfaction found to be positive except network & signal coverage. Finally, multiple regression analysis indicates that GP’s service innovativeness, service reliability, service competitiveness, customer demand fulfillment to be found significant and GP’s service consistency, network & signal coverage, pricing policy, quality of the offering, value added service, contribution to society and brand value to be found insignificant for affecting customer satisfaction. On the basis of these findings; study concludes that customer satisfaction is a dynamic phenomenon. Maintaining desired level of customer satisfaction requires corporate proactive responsiveness in accessing, building & retaining satisfied customers for sustainable competitive advantages in market place.

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Factors Affecting Customer Satisfaction on Grameenphone Users in Bangladesh

Md. Hasebur Rahman
Md. Hasebur Rahman Pabna University of Science and Technology
Md. Redwanuzzaman
Md. Redwanuzzaman
Md. Masud-Ul-Hasan
Md. Masud-Ul-Hasan
Md. Asfaqur Rahman
Md. Asfaqur Rahman

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