Factors Affecting Customer Satisfaction on Grameenphone Users in Bangladesh

Factors Affecting Customer Satisfaction on Grameenphone Users in Bangladesh

Md. Hasebur Rahman MBA,PhD Fellow

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Md. Redwanuzzaman

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Md. Masud-Ul-Hasan

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Md. Asfaqur Rahman

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Pabna University of Science and Technology

Factors Affecting Customer Satisfaction on Grameenphone Users in Bangladesh

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Abstract

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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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.

Data Availability

Not applicable for this article.

How to Cite 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

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

Customer Satisfaction grameenphone quality factors

Submission ReceivedDecember 7, 2013
Peer Review Double Blind
Handling Editor
Accepted January 4, 2014
Published January 15, 2014

Version of record

v1.2

Issue date

June 30, 2014

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Article Matrices

Total Score: 104

Country: Unknown

Subject: Global Journal of Management and Business Research - E: Marketing

Authors: Md. Hasebur Rahman, Md. Redwanuzzaman, Md. Masud-Ul-Hasan, Md. Asfaqur Rahman (PhD/Dr. count: 0)

View Count (all-time): 189

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Publish Date: 2014 06, Mon

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Total Views: 4612

Total Downloads: 2448

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