It is with great pleasure that I present my internship report of “A Customer Satisfaction Evaluation of Grameenphone Ltd.” which was assigned to me as part of my BBA program. The report entitled “AN EVALUATION OF THE CUSTOMERS’ SATISFACTION OF GRAMEENPHONE LIMITED” under my supervision. A study of the report, an attempt to measure the quality of Grameenphone's customer satisfaction level, and the aftereffects of this report show that the dominant part of Grameenphone's proponents has been satisfied.
In this study, finally find out some customer concerns or difficulties that are affecting the quality of Grameenphone's customer services. Another significant frustration of GP customers is that the vast majority of GP connections are mobile to mobile. The most worrying thing is that the majority of Grameenphone customers are not loyal to the organization.
At the end of the day, GP has an unmistakable advantage over the competition. The theme of my internship project is "An evaluation of customer satisfaction with Grameenphone." I motivated the chance to do my internship at Grameenphone Ltd.
Scope of the Study
Objective of the study
Methodology of the Study
Limitation of the Study
CHAPTER-2
ORGANIZATIONAL OVERVIEW
Introduction of the company
Address of company
- Knowing Us
- Providing best wireless service
- Organizing us
- Make it Easy 2. Keep Promises
- HISTORY OF GRAMEENPHONE
- CORPORATE SOCIAL RESPONSIBILITIES
- SHAREHOLDERS OF GRAMEENPHONE LTD
- GRAMEEN TELECOM
- MANAGEMENT OF GRAMEENPHONE LTD
- DIVISIONS AT GRAMEENPHONE LTD
June 2000: Grameenphone started its service in Sylhet, Barisal and Rajshahi, bringing each of the six divisional headquarters under its system coverage. Grameenphone characterizes Corporate Social Responsibility as a complimentary blend of moral and trustworthy corporate behavior, as a responsibility towards producing the most important things in the public arena at large, taking care of the betterment needs of the nation. Through this methodology, GP means, on the one hand, to be involved in the larger area of the general public and to address different fragments of the partner demographic, and on the other hand to stay focused on its social speculations to produce more prominent effects for the general public.
Helping and thinking about the network is a fundamental part of Grameenphone Corporate Social Obligation; in this way they try to make a positive contribution to the underprivileged network of Bangladesh by helping to increase the welfare risks in the country, as much as could be expected. Nearly 50% of the country's population lives below the poverty line and cannot meet the costs of essential medical services. In addition, the general population of the areas affected by waves suffers the adverse effects of numerous water-borne diseases.
One of the Millennium Development Goals (MDG) for Bangladesh is to complete all inclusive essential training; shockingly, too many children in Bangladesh today grow up without this chance, as they are denied their basic right to try to go to primary school. Despite the fact that primary school enrollment is high; the fruiting rate is eminently low; around 65% (World Bank Report 2004) and a smaller percentage of the even total auxiliary school. The government of Bangladesh has provided a number of motivational factors, for example, free grant of course readings in elementary schools, aid scholarship program for 100% of the young ladies, Sustenance for Training project, to strengthen and strengthen the educational division of the nation which has.
Moreover, half of the entire population of Bangladesh lives below the poverty line, which is characterized by not exactly one dollar per day. Grameen Telecom Enterprise, which owns 38% of Grameenphone Ltd.'s offerings. claims, is a non-profit organization and works closely with Grameen Bank. Normal progress on ideal coverage and system utilization has been achieved across all activities of the meeting, and Telenor continues to emphasize embracing new innovations to improve administrative quality and reduce costs.
There were substitutions or changes in positions, but everyone was involved in building the overall performance of the association. Grameenphone's supervisory team includes the general manager, deputy general manager and department heads of the organization. The HR Manager will advance HR at Grameenphone through individual board leadership and hierarchical improvement, as well as maintaining a culture that supports the recognition of vision and quality.
The head of IS/IT guarantees the recognition of the business objectives through the dissemination of administrations and data of sufficient quality. Implementation: The implementation department's mission is to make GP telecom arrange or execute the arrangement by the Planning department in the field.
CHAPTER-3 DISCUSSION,
ANALYSIS, FINDINGS
Analysis
Customers are using Grameenphone because it is providing best network coverage
Response Analysis
Resources
Causes of efficiency
I am using GP mobile as it has additional features in comparison to other operators
It is also noteworthy that the vast majority of the customers are insufficiently aware of the highlights of the results of Grameenphone. In the end, I might say that Grameenphone has an 'organization hole' to satisfy its customers through its extra highlights.
Causes of deficit
Suggestions
Furthermore, over 53% of customers are satisfied above the fixed costs, and a significant number of supporters (34%) are also not satisfied above the fixed costs. So it is disturbing for Grameenphone to keep the level of fulfillment regarding this concern. It centers on the fact that more than half of absolute customers are satisfied about the broadcast deal quality, after all, it seems also disturbing for Grameenphone because there are practically 44% of customers who protect either impartial or negative reaction with regard to this concern.
Basically, customers in urban area face system congestion due to higher number of customers and not due to system limitation. However Grameenphone has excellent system penetration in the country with gradually 13000 BTS (Network Tower) and decent number of manpower for this concern after it quit low rate for this concern. Grameenphone has been successful in creating and providing excellent call actual age administration to its customers for all.
This way, based on the summary results and my own perceptions, I could immediately say that Grameenphone does not have an "Organizational GAP" for these concerns. Grameenphone has been prolific in providing decent quality after-sales service to all its subscribers. GP gives after-sales benefits to its supporter in an extremely effective manner, unlike alternative operators.
Accordingly, based on the review results and my own perception, I can prescribe that Grameenphone does not have "Organization GAP" for this concern. It shows an appalling level of satisfaction regarding the quality or professionalism of the telephone benefit. Distinctive neighborhood language (such as Chittagong, Barishal, Rajshahi, Khulna, Noakhali and Sylhet) is available here in addition to Bangla and English due to the flexibility of agents.
Additionally, it has a solid IVR framework for PC refresh based on GP.
Causes of Deficit
Tariff of GP connection is affordable
So, from the survey result and my personal observation, I can recommend that Grameenphone has a big "Company GAP" regarding this concern. Grameenphone has distinctive actions to demonstrate uniform basic support to its subscribers. GPC, GP express and 121 hotlines allocate more opportunity to take care of a problem.
If another company comes up with the same features&
Resources;
Problem Identified
Recommendations
Conclusion
APPENDIX
This is a questionnaire from Daffodil International University (DIU) to collect information about the quality of customer service of Grameenphone. This survey is intended to take a look at the various needs of the customer and the dimension of satisfaction thereof. Your individual response will be aggregated with that of other respondents and newly collected information will be taken into account.
Divisional Annual report (Customer Management Division)-July- 2005, Grameenphone
Newsletter of Grameenphone Limited, March, 2008
