Survqual on the perception and expectation ( attitude ) of service quality of Mobile Broadband of Bangladesh

Survqual on the perception and expectation ( attitude ) of service quality of

Mobile Broadband of Bangladesh

Report

On

Survqual on the perception and expectation of service quality of Mobile

Broadband of Bangladesh

Submitted to:

Mr. Shahriar Kabir

Course Instructor

Consumer Behavior

Submitted by:

Group: FUSION

Sudipto Chakraborty- 1979

Kaiser Mahmud - 1983

Md. Jashim Uddin- 2157

Shajedul Islam- 2264

Dewan Khaleed Salehin- 2293

Md. Ashraful Alam- 2296

Submission Date: June 17, 2013

Institute of Business Administration

Jahangirnagar University

June17, 2013

Mr. Shahriar Kabir

Course Instructor

Consumer Behavior

Institute of Business Administration, Jahangirnagar University

Savar, Dhaka-1342

Subject: Submission of SERVQUAL report on Perception and Expectation of Service quality of Mobile

Broadband of Bangladesh.

Sir

It’s our pleasure to submit you the Report on Perception and Expectation of Service quality of

Mobile Broadband of Bangladesh. The Report is submitted as the partial fulfillment of BBA

program.

We have studied the topic Consumer Perception and Consumer Survey in our course Consumer

Behavior. This Paper gave us unique opportunity to gain some practical knowledge on the consumers’

perception towards three different companies of same category.

We are pleased to be granted this vital opportunity and grateful for your versatile assistance. And we

hope that my work will please you.

We want to have the privilege to give answers to your queries, if any.

Sincerely

Group: FUSION

Sudipto Chakroborty- 1979

Kaiser Mahmud - 1983

Md. Jashim Uddin- 2157

Shajedul Islam- 2264

Dewan Khaleed Salehin- 2293

Md. Ashraful Alam- 2296

Acknowledgement

Firstly, we would like thank Almighty creator.

We express our heartiest gratitude to Mr. Shahriar Kabir, Course Instructor, Consumer Behavior, for

his valuable guidance, scholarly direction and unconditional support during the preparation of this

Report. We have learnt a great deal from him.

We would also like to express our sense of gratitude and appreciation to our survey respondents

without whom we would not be near the completion of the survey report.

Table of Contents

Executive Summary VI

1.Introduction 7

1.1 Origin of the report 7

1.2 Objective of the report 7

1.2.1 Primary Objective 7

1.2.2 Secondary Objective 7

1.3 Scope of the report 8

1.4 Background of the report 8

1.5 Methodology 8

1.5.1 Research Design 8

1.5.2 Data Collection 8

1.5.3 Research Instrument 8

1.5.4 Sampling Plan 9

1.6 Preview of the report 9

1.7 Limitation 10

2. Overview of the Mobile broadband companies 11

2.1 Grameen Phone Internet 11

2.2 Robi Internet 11

2.3 Citycell Zoom 12

2.4 Others 12

3. Respondents’ Data 13

4. Questionnaire Analysis 15

5. Different Companies’ importance in different aspects 21

6. Attribute toward the Companies 22

7. Recommendation 23

8. Conclusion 23

Bibliography 24

Appendix

Executive Summary

Mobile Broadband Industry is one of the emerging industries in our country. There are several companies

serving mobile broadband to the people of our country. Those companies have a huge number of

subscribers individually.

The mobile broadband Services of our country are Grameen Phone internet, Robi Internet, Citycell Zoom

and others ( Airtel, Banglalink , Teletalk etc.).

The consumers of the mobile broadband services are not very much satisfied with the current services

they are getting. They are complaining a lot about the Browsing speed, Packages prices, Network

Coverage etc. this scenario is almost same in different companies. The consumers are also giving

emphasis on these issues while choosing a company. But currently, no company is very much adapting

with consumers’ demand.

VI

1. Introduction:

1.1 Origin of the Report

Preparing report is a part of our academic program. This is the reason why our course instructor has

ascribed a report on “Survqual on the perception and expectation of service quality of Mobile

Broadband of Bangladesh”. So we have prepared the report on the basis of our survey from a sample

of 120 respondents and comparing the respective company based on the survey.

1.2 Objectives of the Report

There are mainly two objectives of the report. These two objectives are:

1.2.1 Primary objective

The primary objective is to know about the perception of the consumers of the mobile broadband of

Bangladesh.

1.2.2 Secondary objective

The secondary objectives are mentioned here:

To compare the services of different mobile broadband company.

To identify the consumers’ expectation from the mobile broadband companies using the

SURVQUAL method.

To have results & findings after doing the SURVQUAL.

7

1.3 Scope of the Report

The report will cover the following areas:

Background and basic conception regarding various mobile broadband companies.

The consumers’ perceptions and expectation about this huge sector in accordance with their

age/gender/occupation etc.

Comparisons between the three topmost mobile broadband industries in from the perspective of

the respondents of the survey.

1.4 Background of the Report

“Consumer behavior” course is a part of BBA program of IBA, Jahangirnagar University. It is a vital

course for the Marketing major/minor students. Because the effective consumers’ survey is inevitable in

the business sector for becoming successful. Moreover, this survey can help us learn different perspective

of the mobile broadband services.

1.5 Methodology

1.5.1. Research Design:

To prepare this report we have tried to identify the various respondents’ minds regarding the mobile

broadband service of different companies. Likert scale is used with some weight like 5 4 3 2 1 for

identifying some factors.

1.5.2. Data Collection:

Data is collected mainly from primary sources which are the consumers of different occupations.

1.5.3. Research Instrument:

We have used SURVQUAL research methodology to gather the information.

8

1.5.4. Sampling Plan:

Target Population:

The target population of this research is the various consumers of mobile broadband

service of Bangladesh. Every one of them has got at least one operator’s service and know about the

other operators’ services from his/her friends and family member.

Sample size:

A total of 120 Res. were analyzed to identify the consumers’ expectations and

perceptions regarding mobile broadband services.

Question size:

To do the survey we have used total 14 questions in 2 categories for every company.

1.6 Preview of the Report:

This report has been started with describing the basic history of mobile broadband of our country in the

perspective of different companies.

Then which companies we are working on has been described. The sample questionnaire is attached

then. After that we disclose the proportion of the respondents in respect to Gender, Age, Occupation,

Broadband companies, Time spanned on having mobile broadband services.

Next, we find out the average answer of the respondents for each question of the mobile broadband

industries.

After that the answers’ average of different industries were compared. Then we identify the expectations’

average also and compare with each other.

9

1.7 Limitations

The limitations of the report are as follows:

Shortage of time for different reasons.

It is very hard to find out the respondents who have used several mobile broadband industries’

services and have a vast knowledge of other industries also which they haven’t used.

10

2. Overview of the Mobile broadband companies:

2.1 Grameen Phone Internet :

Grameenphone provides internet service in its coverage area. As it has EDGE/GPRS enabled network, any

subscriber can access to internet through this network. Grameenphone was the first mobile operator in

Bangladesh to offer EDGE services to its subscribers.

2.2 Robi internet:

Robi recently with the support of Department of Public Libraries has established internet corners at all

seven divisional public libraries with the objective of giving opportunity to all to know the benefits of

internet. Robi believes that the users will be able to explore the world through this free internet service.

Robi has varieties of internet packages for every type of its consumers.

11

2.3 Citycell Zoom:

Citycell Zoom is a data plan where the customer receives an internet dongle to surf the web where ever

the Citycell network is present. Customers have a choice of Citycell Zoom and Citycell Zoom Ultra. Zoom comes with a choice of prepaid or postpaid. Zoom comes with either one of two models, Huawei EC321 or ZTE MG880+. Zoom Ultra uses better technology particularly it uses EV-DO technology. ZTE Ultra Modem AC2726 is the dongle given with Zoom Ultra.

Citycell Zoom along with Grameenphone's version of this technology is regarded as the best in the portable internet service section in Bangladesh.

2.4 Others:

There are other mobile broadband companies in Bangladesh. They are Banglalink, Airtel, Teletalk 3G

(newly launched). The number of the subscribers of these mobile broadband companies is also huge.

These companies also offer a different number of packages for their subscribers.

12

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

http://en.wikipedia.org/wiki/Evolution-Data_Optimized

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

3. Respondents’ Data:

Total respondents’ percentage in accordance with the GENDER:

Total Respondents’ percentage in accordance with Occupation:

13

77%

23%

Gender

Male Female

75%

19%

3% 3%

Occupation

Student Service Holder Businessman Others

Total respondents’ percentage in accordance with the service companies they used:

Total Respondents’ percentage in accordance with the time spent getting the services:

Total Respondents’ percentage in accordance with their age:

14

35%

13%18%

7%

16%

7% 2%2%

Operators Used

GP ROBI Citycell Zoom

Others GP+ROBI GP+Citycell ZOOM

GP+ Others Robi+ Citycell Zoom

14%

28%56%

2%

Time spent

1-3 Months 3-6 Months 6 months- 1 Year More Than 1 Year

4%

77%

18% 1%

Age

Below 20 20-25 25-30 More than 30

8. Questionnaire Analysis: Question with respondents’ number and its average Res.:

Grameen Phone internet

Characteristics of the Statement

Statement Strongly disagree

(1)

Moderately disagree

(2)

Neutral/ Indefinite

(3)

Moderately agree

(4)

Strongly agree

(5)

Average Answer

Bro

wsi

ng

speed

The browsing speed

of the GP internet is quite satisfactory.

1

(58 Res.)

2

(55 Res.)

3

(7 Res.)

4

( No Res.)

5

( No Res.)

1.575 which is between

Strongly disagree to Moderately disagree

Inte

rnet

Netw

ork

Covera

ge

The network of the GP internet covers the areas where actually an individual must need it.

1

( 2 RES. )

2

(5 RES. )

3

( 21 RES.

)

4

( 51 RES. )

5

( 38

RES.)

3.867 Which is

between Neutral and Moderately

agree

Varieties

of

Pack

ages

GP has varieties of

internet service packages to choose from the perfect one.

1

( No RES. )

2

( 4 RES. )

3

( 15 RES. )

4

( 47 RES. )

5

( 54 RES. )

4.258 Which is

between Moderately agree to Strongly agree

Price

-pack

age

com

bin

ation

The packages’ prices are satisfactory in accordance with those particular

packages.

1

( 60 RES. )

2

( 46 RES. )

3

( 14 RES.

)

4

( No RES.

)

5

( No

RES. )

1.617 Which is between Strongly disagree to Moderately

disagree

Continuity

of

the

inte

rnet

serv

ice

GP internet services sometimes show lower network coverage and the

speed also becomes

lower than the usual speed.

1

( No RES. )

2

( No RES. )

3

( 60 RES. )

4

( 27 RES. )

5

( 33 RES. )


Neutral and Moderately agree

Modem

price

GP internet modem’s price is really lower than those of other

operators.

1

( 11 RES. )

2

( 68 RES. )

3

( 41 RES.

)

4

( No RES.

)

5

( No

RES. )

2.25 Which is between Moderately

disagree to Neutral

Various

start

-

up o

ffers

GP has various offers for the new users.

1

( 2 RES. )

2

( 28 RES. )

3

( 38 RES.

)

4

( 43 RES. )

5

( 9 RES.

)

3.241 Which is

between Neutral and Moderately

Agree

15

Grameen Phone Internet


Importance of the statement

Not important at all

(1)

Moderately

unimportant (2)

Neutral/

Indefinite (3)

Moderately

important

(4)

Strongly importa

nt

(5)

Average Answer

Bro

wsi

ng

speed

Do you think that the higher browsing speed is important for GP internet?

1

( No RES. )

2

( No RES. )

3

( 4 RES.)

4

( 55 RES. )

5

( 61 RES. )

4.475

Which is between

Moderately important and

Strongly

important

Inte

rnet

Netw

ork

Cove

rage

Is huge network coverage by the GP internet is important for the users?

1

( No RES. )

2

( No RES. )

3

( 7 RES.)

4

( 55 RES. )

5

( 58 RES. )

4.425

Which is between

Moderately important and Strongly agree

Varieties

of

Pack

ages

Are verities of the internet packages of GP important for the users?

1

( No RES. )

2

( 14 RES. )

3

( 34 RES.)

4

( 63 RES. )

5

( 9 RES. )

3.84

Which is

between Neutral and Moderately important

Price

-pack

age

com

bin

ation

Is price-package combination of GP important to capture the maximum number of users?

1

( No RES. )

2

( No RES. )

3

( 62 RES.)

4

( 51 RES. )

5

( 7 RES. )

3.54

Which is between

Neutral and

moderately important

Continuity

of th

e

inte

rnet

serv

ice

Do you think that the discontinuity of the internet service is one of the important issues for lessening the number of

customers of GP?

1

( No RES. )

2

( No RES. )

3

( 6 RES.)

4

( 50 RES. )

5

( 64 RES. )

4.48

Which is

between Moderately

important and Strongly

important

Modem

price

Is the lower modem price really important for increasing the subscribers’ number of GP?

1

( No RES. )

2

( No RES. )

3

( 61 RES.)

4

( 42 RES. )

5

( 17 RES. )

3.63

Which is

between neutral and Moderately important

Various

start

-up

offers

Are various offers for new users important to make loyal consumers of GP?

1

( No RES. )

2

( No RES. )

3

( 62 RES.)

4

( 49 RES. )

5

( 9 RES. )

3.558

Which is between

Neutral and

Moderately important

16

Robi internet



(1)

Moderately disagree

(2)

Neutral/ Indefinite

(3)

Moderately agree

(4)

Strongly agree

(5)

Average Answer

Bro

wsi

ng

speed

The browsing speed of the Robi internet is quite satisfactory.

1

(52 Res.)

2

(59 Res.)

3

(9 Res.)

4

( No Res.)

5

( No Res.)


Strongly disagree to Moderately disagree

Inte

rnet

Netw

ork

Cove

rage

The network of the ROBI internet covers the areas where actually an individual must need it.

1

( No RES. )

2

(5 RES. )

3

( 47 RES. )

4

( 35 RES. )

5

( 33 RES.)

3.8

Which is between Neutral and

Moderately agree

Varieties

of

Pack

ages

ROBI has varieties of

internet service packages to choose from the perfect one.

1

( No RES. )

2

( 9 RES. )

3

( 14 RES. )

4

( 54 RES. )

5

( 43 RES. )

4.0916

Which is between Moderately agree to Strongly agree

Price

-pack

age

com

bin

ation

The packages’ prices are satisfactory in accordance with those particular packages.

1

( 77 RES. )

2

( 41 RES. )

3

( 2 RES. )

4

( No RES. )

5

( No RES. )

1.375

Which is between Strongly disagree

to Moderately disagree

Continuity

of th

e

inte

rnet

serv

ice

ROBI internet services

sometimes show lower network coverage and the speed also becomes lower than the usual speed.

1

( No RES.

)

2

( 30 RES. )

3

( 72 RES. )

4

( 15 RES. )

5

( 3 RES. )


Moderately disagree and

Neutral

Modem

price

ROBI internet modem’s price is really lower than

those of other operators.

1

( 7 RES. )

2

( 29 RES. )

3

( 39 RES. )

4

( 45 RES. )

5

( No RES. )

3.016

Which tends to Neutral

Various

start

-up

offers

ROBI has various offers for the new users.

1

( 10 RES.

)

2

( 34 RES. )

3

( 37 RES. )

4

( 36 RES. )

5

( 3 RES. )

3.90

Which is between

Moderately Disagree and

Neutral

17

Robi Internet


Importance of the statement

Not important

at all

(1)

Moderately unimporta

nt

(2)

Neutral/ Indefinite

(3)


(4)

Strongly important

(5)

Average Answer

Bro

wsi

ng

speed

Do you think that the higher browsing speed is

important for ROBI internet?

1

( No RES. )

2

( No RES. )

3

( 5 RES.)

4

( 58 RES. )

5

( 57 RES. )

4.433

Which is between


Strongly

important

Inte

rnet

Netw

ork

Covera

ge

Is huge network coverage by the ROBI internet is

important for the users?

1

( No RES. )

2

( No RES. )

3

( 5 RES.)

4

( 59 RES. )

5

( 56 RES. )

4.425

Which is

between Moderately


important

Varieties

of

Pack

ages

Are verities of the internet packages of ROBI important for the users?

1

( No RES. )

2

( 17 RES. )

3

( 44 RES.)

4

( 52 RES. )

5

( 7 RES. )

3.408

Which is

between Neutral and Moderately Important

Price

-pack

age

com

bin

ation

Is price-package combination of ROBI important to capture the maximum number

of users?

1

( No RES. )

2

( No RES. )

3

( 72 RES.)

4

( 39 RES. )

5

( 9 RES. )

3.475

Which is between

Neutral and

moderately Important

Continuity

of

the

inte

rnet

serv

ice

Do you think that

the discontinuity of the internet service is one of the important issues for

lessening the number of customers of ROBI?

1

( No RES. )

2

( No RES. )

3

( 7 RES.)

4

( 51 RES. )

5

( 62 RES. )

4.458

Which is

between Moderately


important

Modem

price

Is the lower modem price really important for increasing the

subscribers’ number of ROBI?

1

( No RES. )

2

( No RES. )

3

( 67 RES.)

4

( 45 RES. )

5

( 8 RES. )

3.508

Which is between

neutral and Moderately important

Various

start

-

up o

ffers

Are various offers

for new users important to make loyal consumers of ROBI?

1

( No RES. )

2

( No RES. )

3

( 57 RES.)

4

( 52 RES. )

5

( 11 RES. )

3.617

Which is between

Neutral and


18

Citycell Zoom



(1)

Moderately

disagree

(2)

Neutral/ Indefinit

e

(3)

Moderately

agree

(4)

Strongly

agree

(5)

Average Answer

Bro

wsi

ng

speed

The browsing speed of the ZOOM internet is quite satisfactory.

1

(51 Res.)

2

(58 Res.)

3

(11 Res.)

4

( No Res.)

5

( No

Res.)

1.667

which is between Strongly disagree

to Moderately disagree

Inte

rnet

Netw

ork

Cove

rage

The network of the ZOOM internet covers the areas

where actually an individual must need it.

1

( 9 RES. )

2

( 8 RES. )

3

( 23 RES. )

4

( 48 RES. )

5

( 32 RES.)

3.716


Moderately agree

Varieties

of

Pack

ages

ZOOM has varieties of internet service packages to choose from the perfect one.

1

( No RES. )

2

( 6 RES. )

3

( 13 RES. )

4

( 47 RES. )

5

( 52 RES.

)

4.1917

Which is between Moderately agree

to Strongly agree

Price

-pack

age

com

bin

ation

The packages’ prices are

satisfactory in accordance with those particular packages.

1

( 55 RES. )

2

( 32 RES. )

3

( 33 RES. )

4

( No RES. )

5 ( No RES. )

1.816

Which is between Strongly disagree to Moderately disagree

Continuity

of th

e

inte

rnet

serv

ice

ZOOM internet services sometimes show lower network coverage and the

speed also becomes lower than the usual speed.

1

( No RES. )

2

( No RES. )

3

( 67 RES. )

4

( 24 RES. )

5

( 29 RES. )

3.683

which is between

Neutral and Moderately agree

Modem

price

ZOOM internet modem’s price is really lower than those of other operators.

1

( 16 RES. )

2

( 71 RES. )

3

( 33 RES. )

4

( No RES. )

5

( No RES. )

2.1417

Which is between Moderately disagree to

Neutral

Various

start

-up

offers

ZOOM has various offers for

the new users.

1

( 5 RES. )

2

( 31 RES. )

3 ( 28 RES. )

4

( 47 RES. )

5

( 9 RES. )

3.20


Moderately Agree

19

Citycell Zoom

Characteristi

cs of the Statement

Importance of

the statement

Not

important at all

(1)

Moderately

unimportant

(2)

Neutral/

Indefinite

(3)

Moderatel

y important

(4)

Strongly

important

(5)

Average

Answer

Bro

wsi

ng

speed

Do you think that the higher browsing speed is important for ZOOM internet?

1

( No RES. )

2

( No RES. )

3

( 9 RES.)

4

( 58 RES. )

5

( 53 RES. )

4.367

Which is

between Moderately


important

Inte

rnet

Netw

ork

Cove

rage

Is huge network coverage by the ZOOM internet is important for the

users?

1

( No RES. )

2

( No RES. )

3

( 3 RES.)

4

( 68 RES. )

5

( 49 RES. )

4.383

Which is

between Moderately

important and Strongly agree

Varieties

of

Pack

ages

Are verities of the internet packages of ZOOM important for the users?

1

( No RES. )

2

( 9 RES. )

3

( 42 RES.)

4

( 54 RES. )

5

( 15 RES. )

3.625

Which is between

Neutral and Moderately important

Price

-pack

age

com

bin

ation

Is price-package

combination of ZOOM important to capture the maximum number of users?

1

( No RES. )

2

( No RES. )

3

( 57 RES.)

4

( 47 RES. )

5

( 16 RES. )

3.658

Which is between

Neutral and

moderately important

Continuity

of th

e

inte

rnet

serv

ice

Do you think that the

discontinuity of the internet service is one of the important issues for lessening the number of

customers of ZOOM?

1

( No RES. )

2

( No RES. )

3

( 15 RES.)

4

( 56 RES. )

5

( 49 RES. )

4.283

Which is between


Strongly important

Modem

price

Is the lower modem price really important for increasing the subscribers’ number of ZOOM?

1

( No RES. )

2

( No RES. )

3

( 63 RES.)

4

( 49 RES. )

5

( 8 RES. )

3.5417

Which is between

neutral and


Various

start

-up

offers

Are various offers for new users important

to make loyal consumers of ZOOM?

1

( No RES. )

2

( No RES. )

3

( 61 RES.)

4

( 52 RES. )

5

( 7 RES. )

3.55

Which is between

Neutral and Moderately

important

20

8. Different companies’ importance in different aspects:

In accordance with the survey results, we found out the following importance of different companies in

different sectors/criteria:

Criteria

Browsing Speed 1. Grameen Phone 2. Robi Inetrnet 3. Citycell Zoom

Internet Network coverage

1. Robi Inetrnet 2. Grameen Phone 3. Citycell Zoom

Varieties of Packages

1. Grameen Phone 2. Citycell Zoom 3. Robi Inetrnet

Price-package Combination

1. Citycell Zoom 2. Grameen Phone 3. Robi Inetrnet

Continuity of the internet services

1. Grameen Phone 2. Robi Internet 3. Citycell Zoom

Modem price 1. Grameen Phone 2. Robi Inetrnet 3. Citycell Zoom

Various start-up price

1. Robi Inetrnet 2. Grameen Phone 3. Citycell Zoom

21

Less Important= 3Important= 2More Important= 1

6. Attributes toward the companies:

The formula for attribute Ab toward the brand/ company can be applied as:

Ab= Attitude toward the brand W= Importance of attitude i X= Beliefs about a brand’s actual performance on 22ttitude N= the number of salient features

We have selected 7 attributes. Using the formula we found out the following results

AGP Internet = 82.8395

ARobi Internet = 80.54115

ACitycell Zoom = 80.7085

(Calculation shown at the Appendix)

22

7. Recommendation:

As we took only 120 interviews and the result is pretty close, we can’t directly suggest someone to use a

particular brand’s internet. But as we found out some particular results, we strongly suggest that, an

individual should choose Grameen Phone internet over the two other operators’ internet. But when it

comes about Robi and Citycell zoom, the result is so close that, if we could take 15-20 more interviews,

the result would be inverted in this case.

8. Conclusion:

The mobile broadband companies are providing continuous services to their individual subscribers. But

our survey suggests that, the consumers of every mobile broadband company are not so much happy

with the services they are getting daily. The price, network and packages should satisfy them. So, each

and every company should bring some changes to satisfy and increase their subscribers.

23

Bibliography

1. http://grameenphone.com/

2. http://www.robi.com.bd/

3. http://www.citycell.com/

4. http://en.wikipedia.org/wiki/Main_Page

24

http://grameenphone.com/

http://www.robi.com.bd/

http://www.citycell.com/

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

Appendix

A. QUESTIONNAIRE INTERVIEW

The perception of service quality of Mobile Broadband of Bangladesh

Dear respondent,

This research is being conducted as a partial fulfillment of BBA program of IBA, Jahangirnagar

University. Data provided by you will be used for academic purposes only & will be kept confidential.

General Information: Date:

Name: Occupation:

Gender: Age:

Mobile Broadband Information:

The operator (s) used:

Time spanned of using

Mobile broadband:

A1

Male / Female

o GP Internet

o Robi Internet

o Citycell Zoom

o Others

1-3 months

3-6 months

6 months- 1 year

More Than 1 year

Grameen Phone internet

Characteristics

of the

Statement

Statement Strongly

disagree

(1)

Moderately

disagree

(2)

Neutral/

Indefinite

(3)

Moderately

agree

(4)

Strongly

agree

(5)

Bro

wsi

ng

spee

d

The browsing speed of

the GP internet is quite satisfactory.

1

2

3

4

5

Inte

rnet

Net

work

Co

ver

age

The network of the GP

internet covers the areas

where actually an

individual must need it.

1

2

3

4

5

Var

ieti

es o

f

Pac

kag

es

GP has varieties of

internet service

packages to choose from

the perfect one.

1

2

3

4

5

Pri

ce-p

ack

age

com

bin

atio

n


satisfactory in

accordance with those

particular packages.

1

2

3

4

5

Co

nti

nu

ity

of

the

inte

rnet

ser

vic

e

GP internet services

sometimes show lower

network coverage and

the speed also becomes

lower than the usual

speed.

1

2

3

4

5

Modem

pri

ce

GP internet modem’s

price is really lower

than those of other

operators.

1

2

3

4

5

Var

ious

star

t-up

off

ers

GP has various offers

for the new users.

1

2

3

4

5

A2

Grameen Phone Internet

Characteristics

of the

Statement

Importance of the

statement

Not

important

at all

(1)

Moderately

unimportant

(2)

Neutral/

Indefinite

(3)

Moderately

important

(4)

Strongly

important

(5)

Bro

wsi

ng

spee

d


higher browsing speed

is important for GP

internet?

1

2

3

4

5

Inte

rnet

Net

wo

rk

Co

ver

age

Is huge network

coverage by the GP

internet is important for

the users?

1

2

3

4

5

Var

ieti

es o

f

Pac

kag

es

Are verities of the

internet packages of GP important for the users?

1

2

3

4

5

Pri

ce-p

ack

age

com

bin

atio

n Is price-package

combination of GP

important to capture the

maximum number of

users?

1

2

3

4

5

Co

nti

nu

ity

of

the

inte

rnet

ser

vic

e


discontinuity of the

internet service is one

of the important issues

for lessening the

number of customers of

GP?

1

2

3

4

5

Modem

pri

ce

Is the lower modem

price really important for increasing the

subscribers’ number of

GP?

1

2

3

4

5

Var

ious

star

t-up

off

ers

Are various offers for

new users important to

make loyal consumers

of GP?

1

2

3

4

5

A3

Robi internet

Characteristics

of the

Statement

Statement Strongly

disagree

(1)

Moderately

disagree

(2)

Neutral/

Indefinite

(3)

Moderately

agree

(4)

Strongly

agree

(5)

Bro

wsi

ng

spee

d


the Robi internet is quite satisfactory.

1

2

3

4

5

Inte

rnet

Net

work

Co

ver

age

The network of the

ROBI internet covers

the areas where actually

an individual must need

it.

1

2

3

4

5

Var

ieti

es o

f

Pac

kag

es

ROBI has varieties of

internet service

packages to choose from the perfect one.

1

2

3

4

5

Pri

ce-p

ack

age

com

bin

atio

n


satisfactory in



1

2

3

4

5

Conti

nu

ity

of

the

inte

rnet

ser

vic

e

ROBI internet services





1

2

3

4

5

Modem

pri

ce

ROBI internet modem’s

price is really lower

than those of other

operators.

1

2

3

4

5

Var

iou

s st

art-

up

off

ers

ROBI has various offers

for the new users.

1

2

3

4

5

A4

Robi Internet

Characteristics

of the

Statement

Importance of the

statement

Not

important

at all

(1)

Moderately

unimportant

(2)

Neutral/

Indefinite

(3)

Moderately

important

(4)

Strongly

important

(5)

Bro

wsi

ng

spee

d



is important for ROBI

internet?

1

2

3

4

5

Inte

rnet

Net

wo

rk

Co

ver

age

Is huge network

coverage by the ROBI


the users?

1

2

3

4

5

Var

ieti

es o

f

Pac

kag

es

Are verities of the

internet packages of ROBI important for the

users?

1

2

3

4

5

Pri

ce-p

ack

age

com

bin

atio

n Is price-package

combination of ROBI


maximum number of

users?

1

2

3

4

5

Co

nti

nu

ity

of

the

inte

rnet

ser

vic

e





for lessening the


ROBI?

1

2

3

4

5

Modem

pri

ce

Is the lower modem



ROBI?

1

2

3

4

5

Var

ious

star

t-up

off

ers




of ROBI?

1

2

3

4

5

A5

Citycell Zoom

Characteristics

of the

Statement

Statement Strongly

disagree

(1)

Moderately

disagree

(2)

Neutral/

Indefinite

(3)

Moderately

agree

(4)

Strongly

agree

(5)

Bro

wsi

ng

spee

d


the ZOOM internet is quite satisfactory.

1

2

3

4

5

Inte

rnet

Net

work

Co

ver

age

The network of the

ZOOM internet covers

the areas where actually

an individual must need

it.

1

2

3

4

5

Var

ieti

es o

f

Pac

kag

es

ZOOM has varieties of

internet service

packages to choose from the perfect one.

1

2

3

4

5

Pri

ce-p

ack

age

com

bin

atio

n


satisfactory in



1

2

3

4

5

Conti

nu

ity

of

the

inte

rnet

ser

vic

e

ZOOM internet services





1

2

3

4

5

Modem

pri

ce

ZOOM internet

modem’s price is really

lower than those of

other operators.

1

2

3

4

5

Var

iou

s st

art-

up

off

ers

ZOOM has various

offers for the new users.

1

2

3

4

5

A6

Citycell Zoom

Characteristics

of the

Statement

Importance of the

statement

Not

important

at all

(1)

Moderately

unimportant

(2)

Neutral/

Indefinite

(3)

Moderately

important

(4)

Strongly

important

(5)

Bro

wsi

ng

spee

d



is important for ZOOM

internet?

1

2

3

4

5

Inte

rnet

Net

wo

rk

Co

ver

age

Is huge network

coverage by the ZOOM


the users?

1

2

3

4

5

Var

ieti

es o

f

Pac

kag

es

Are verities of the

internet packages of ZOOM important for

the users?

1

2

3

4

5

Pri

ce-p

ack

age

com

bin

atio

n Is price-package

combination of ZOOM


maximum number of

users?

1

2

3

4

5

Co

nti

nu

ity

of

the

inte

rnet

ser

vic

e





for lessening the


ZOOM?

1

2

3

4

5

Modem

pri

ce

Is the lower modem



ZOOM?

1

2

3

4

5

Var

ious

star

t-up

off

ers




of ZOOM?

1

2

3

4

5

A7

Thank you for you kind co-operation; Have a good day.

Date: Signature of the Respondent

A8

B. Calculation

Characteristics/ attributes

Importance for Grameen

Phone Internet

A

Grameen Phone

Internet B

A*B

Total

Browsing Speed 4.475

1.575

7.048


4.425

3.867

17.11


3.84

4.258

16.35


3.54

1.617

5.724 82.8395


4.48

3.775

16.91

Modem price 3.63

2.25

8.1675


3.558

3.241

11.53

Characteristics/ attributes

Importance for Robi Internet

A

Robi Internet B

A*B

Total


1.6417

7.278


4.425

3.8

16.815


3.408

1.375

13.9442


3.475

4.0916

4.778 80.54115

Continuity of the

internet services

3.617

2.925

13.03965

Modem price 3.508

3.016

10.580


4.458

3.90

14.1063

A9

Characteristics/

attributes

Importance

for Citycell Zoom

A

Citycell

Zoom B

A*B

Total


1.667

7.2797


4.383

3.716

16.872


3.625

4.1917

15.1949


3.658

1.816

6.6429 80.7085


4.283

3.683

15.774

Modem price 3.55

2.1417

7.585


3.5417

3.20

11.36

A10

Survqual on the perception and expectation ( attitude ) of service quality of Mobile Broadband of Bangladesh

Documents