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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
From the above correlation table we have seen that the correlation between GP customers
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.
From the above correlation table we have seen that the correlation between GP customers
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.
From the above correlation table we have seen that the correlation between GP customers
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.
From the above correlation table we have seen that the correlation between GP customers
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.
From the above correlation table we have seen that the correlation between brand image of GP
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.
From the above correlation table we have seen that the correlation between brand image of GP
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.
From the above correlation table we have seen that the correlation between brand image of GP
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.
From the above correlation table we have seen that the correlation between value added services
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.
From the above correlation table we have seen that the correlation between value added services
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.
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 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.
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 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
Frequency Percent Valid Percent
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
Frequency Percent Valid Percent
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
Frequency Percent Valid Percent
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?
Frequency Percent Valid Percent
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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Frequency analysis of Q-2
does the brand GP influence you while choosing a mobile connection for you and your family?
Frequency Percent Valid Percent
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
From the above frequency table & bar-chart we can see that 51 respondents out of 150 which
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.
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Frequency analysis of Q-3
do you fill convinced abput the quality when you see a GP branded product in the shelf
( mobile phones, internet modems)?
Frequency Percent Valid Percent
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
From the above frequency table & bar-chart we can see that 37 respondents out of 150 which
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.
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Frequency analysis of Q-4
Do you fill safe or convinced about performance or quality when you find out that
GP is sponsoring something (concert, events)
Frequency Percent Valid Percent
Cumulative
Percent
Valid strongly agree 31 20.7 20.7 20.7
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
From the above frequency table & bar-chart we can see that 31 respondents out of 150 which
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
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Frequency analysis of Q-5
For how long you are using the GP connection?
Frequency Percent Valid Percent
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.
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Frequency analysis of Q-7
Do you hink GP'S network coverage is the best in the country?
Frequency Percent Valid Percent Cumulative Percent
Valid strongly agree 69 46.0 46.0 46.0
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
From the above frequency table & bar-chart we can see that 69 respondents out of 150 which
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.
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Frequency analysis of Q-8
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?
Frequency Percent Valid Percent Cumulative Percent
Valid strongly agree 44 29.3 29.3 29.3
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
From the above frequency table & bar-chart we can see that 80 respondents out of 150 which
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.
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Frequency analysis of Q-9
Do you think GP's tariff is a bit higher than others but that helps them to provide
quality and up to date services?
Frequency Percent Valid Percent
Cumulative
Percent
Valid strongly agree 56 37.3 37.3 37.3
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
From the above frequency table & bar-chart we can see that 56 respondents out of 150 which
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.
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Frequency analysis of Q-10
GP has the widest range of mobile services offered to different segments like
consumers, youth, business, sme, soho and retail?
Frequency Percent Valid Percent
Cumulative
Percent
Valid strongly agree 50 33.3 33.3 33.3
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.
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Frequency analysis of Q-11
Recharging or paying bills of your mobile is a big problem but finding a GP flexi-load point is a...
Frequency Percent Valid Percent Cumulative Percent
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
From the above frequency table & bar-chart we can see that 106 respondents out of 150 which
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.
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Frequency analysis of Q-12
GP has different type of data call services, which one you use the most?
Frequency Percent Valid Percent Cumulative Percent
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
From the above frequency table & bar-chart we can see that 95 respondents out of 150 which
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.
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Frequency analysis of Q-13
Ranges of Internet Packages like daily based, monthly based, night plan, mini-pack & unlimited plans
serves all segments of customers?
Frequency Percent Valid Percent Cumulative Percent
Valid strongly agree 46 30.7 30.7 30.7
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
From the above frequency table & bar-chart we can see that 66 respondents out of 150 which
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.
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Frequency analysis of Q-14
Do you think data transfer rate of GP internet service is ok & better than any other operator?
Frequency Percent Valid Percent Cumulative Percent
Valid strongly agree 34 22.7 22.7 22.7
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
From the above frequency table & bar-chart we can see that 52 respondents out of 150 which
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.
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Frequency analysis of Q-15
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)?
Frequency Percent Valid Percent Cumulative Percent
Valid strongly agree 55 36.7 36.7 36.7
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
From the above frequency table & bar-chart we can see that 62 respondents out of 150 which
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.
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Frequency analysis of Q-16
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,
Frequency Percent Valid Percent Cumulative Percent
Valid strongly agree 48 32.0 32.0 32.0
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
From the above frequency table & bar-chart we can see that 72 respondents out of 150 which
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.
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Frequency analysis of Q-17
Have you ever called 121 GP Hotline?
Frequency Percent Valid Percent Cumulative Percent
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.
Frequency analysis of Q-18
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Regarding what problem you did called 121 Hotline?
Frequency Percent Valid Percent Cumulative Percent
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.
Frequency analysis of Q-19
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Were customer managers able to solve your problem promptly?
Frequency Percent Valid Percent Cumulative Percent
Valid strongly agree 25 16.7 16.7 16.7
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.
Frequency analysis of Q-20
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Do you think agents over the phone talked to you were professional, friendly, caring to you?
Frequency Percent Valid Percent Cumulative Percent
Valid strongly agree 49 32.7 32.7 32.7
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.
Frequency analysis of Q-21
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While purchasing or consulting for a problem in the GPC what impression Agents and Environment
created on you?
Frequency Percent Valid Percent Cumulative Percent
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.
Frequency analysis of Q-22
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GP is very sincere on providing quality service via its affiliates (GPC, GPCF, CIC, STP & Hotline) on a
continuous basis?
Frequency Percent Valid Percent Cumulative Percent
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.
Frequency analysis of Q-23
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Which one of the customer services should be more developed for enhancing customer satisfaction?
Frequency Percent Valid Percent Cumulative Percent
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.
Frequency analysis of Q-24
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You might face problems while using a mobile connection. How likely is, you will switch from
Grameenphone to another Operator?
Frequency Percent Valid Percent Cumulative Percent
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
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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
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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.
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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
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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
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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
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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
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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
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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.
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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
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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
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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
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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
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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
Model Sum of Squares df Mean Square F Sig.
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
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 .609 230.140 1 148 .000 .859 .571
The independent variable is GP Customer care.
From linear regression, we got, F value = 230.140> significant value= .000
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So, we accept alternative hypothesis means has positive relationship between Customer
Satisfaction & Customer care service of GP.
Again, from curve regression, the b1 value is required for the effectiveness of the GP Customer
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
Model Sum of Squares df Mean Square F Sig.
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
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 .641 264.453 1 148 .000 1.073 .555
The independent variable is GP valu added services.
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From linear regression, we got, F value = 264.453> significant value= .000
So, we accept alternative hypothesis means has positive relationship between Customer
Satisfaction & Value added services of GP.
Again, from curve regression, the b1 value is required for the effectiveness of the GP Customer
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
Model Sum of Squares df Mean Square F Sig.
1 Regression 9.765 1 9.765 135.235 .000a
Residual 10.687 148 .072
Total 20.452 149
a. Predictors: (Constant), GP internet
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 .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
So, we accept alternative hypothesis means has positive relationship between Customer
Satisfaction & GP Internet services.
Again, from curve regression, the b1 value is required for the effectiveness of the GP Customer
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