Measuring Consumers Satisfaction towards the Services of Mobile Phone Operators in Bangladesh

Md. Kamrul Hasan and Abu Syeed Muhammed Abdullah

International Journal of Management Sciences, 2013, vol. 1, issue 11, 436-444

Abstract: The study is exploratory as well as descriptive in nature. The prime objective of the study is to know the customers’ satisfaction towards the various mobile phone operators services in Bangladesh. The study is based on primary as well as secondary data, applied quantitative method and used 174 questionnaires for collecting primary data. The result shows that customers are satisfied on, network coverage, faster internet service, customer service, price of SIM/RIM card, help line services and news, sports and other value added services. The study also found that there are significant differences between stayers and switchers with respect to factor 1, value added services and factor 2, services price. Switchers are more satisfied than stayers. So, marketing strategies should be designed and executed by the companies to attract and retain their customers by lowest possible price, per second based pulse and bonus facility.

Keywords: Mobile phone operators; Customer satisfaction; Digital Bangladesh; Expectation and Conformity theory. (search for similar items in EconPapers)
Date: 2013
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