1..

introduction
i.i.. basic information :

Ltd.
is
the
largest
mobile
telecommunications operator in Bangladesh in terms of
revenue, coverage and subscriber base. It today is apparently
GrameenPhone

(GP)

the largest mobile telecommunication industry in Bangladesh. It

operates its function with an aim to accomplish two principal targets.
Firstly, as with other commercial organizations, it operates in such a
manner that it receives a good economic return on the investment.
Nonetheless, secondly, it contributes significantly to the economic
development of the country in making telecommunication a popular
medium for exchange of information. GP, in its operation, has to

address a large number of customers throughout the

country. It is therefore imperative to get to the
customers to know their impression on the services
of
this
important
communication
medium.
Grameenphone offers core voice services and a number
of value-added services on both a contract and prepaid
basis. The company operates a digital mobile telecommunications
network based on the GSM standard in the 900 MHz, 1800 MHz and
2100 Mhz frequency bands, under license granted by the Bangladesh
Telecommunication Regulatory Commission (BTRC).Grameenphone
serves both rural and urban customers across Bangladesh, where mobile
telephony is a major driver of socioeconomic
development. The company envisions to provide the power of digital
communication, enabling everyone to improve their lives, build societies
and secure a better future for all. The company also has always been a
pioneer in introducing new products and services in the local telecom
market.

Grameenphone built its network on a nationwide basis. As of December

2015, Grameenphones network covered more than 99% of Bangladeshs
population and 90% of the total land area, and the network infrastructure
included more than 10,068 sites in operation around the country.
Grameenphone has so far invested more than BDT 278 Billion to build
the network infrastructure. It is one of the largest taxpayers in the
country, having contributed more than BDT 465 billion in direct and
indirect taxes to the Government Exchequer over the years.
Airtel Airtel Bangladesh Limited is one of the fastest growing mobile
services providers in Bangladesh and is a concern of Bharti Airtel
Limited, a leading global telecommunications services provider. The
company offers a wide array of innovative mobile services, including
voice, value added services, data and m-commerce products and is
focused on expanding its state-of-the-art mobile network both for
coverage and capacity.
With a customer base of more than 10 million, Airtel Bangladesh is the
most preferred youth brand of the country that thrives on excellent data
service. To make customer's lives easier Airtel Bangladesh has Doorstep
Service by which customers can enjoy all kinds of service at their
preferred place. M-Commerce opened a new horizon in money transfer
that gives Airtel customers the freedom to send money to their dear ones
instantly from their mobile. Through M-health, customers can now reach
professional doctors over phone 24/7 and get basic treatment.
To enrich the lives of the customers Airtel has 9 Airtel Experience
Centers (AEC) and 58 Airtel Relationship Centers (ARC) across the
country and our corporate office is situated in Banani (house 34, Road
19/A), Dhaka 1213, Bangladesh) . Airtel is the sixth mobile phone
carrier to enter the Bangladesh market, and originally launched

commercial operations under the brand name 'Warid' on May 10, 2007.
In 2010, Bharti Airtel bought out majority share of the company.

i.2 background

grameenphone

In a highly populated country

like Bangladesh, telecommunication can play a vital
role to b o o s t t h e e c o n o m y a n d s o c i a l l e v e l o f
p e o p l e . T h e i n t ro d u c t i o n o f c e l l u l a r p h o n e s h a s
dramatically changed the lives of businesses and
individuals. As there is a growing trend of workers
turning from farming to other occupations, the need
for
mobiles
is
increasing
among
the
thousands of impoverished villages. The
o v e r a l l effi ciency of other business has increased
as an aftermath of the government's decision
of d e re g u l a t i n g t h e t e l e c o m m u n i c a t i o n s s e c t o r ,
which until the late 1980s had been a state
monopoly. Privatization of the telecommunications
sector began in 1989, when Sheba and BRTA were
awarded 25-year licenses to install and operate
fi xed-wire lines and wireless services in rural areas.
The same year, Pacific Telecom Bangladesh got the
government's permission to launch t h e c o u n t r y ' s fi r s t
c e l l u l a r p ho n e a n d p a g i n g s e r v i c e s o l d u n d e r
b r a n d n a m e C i t y C e l l i n collaboration with a Hong
Kong-based company. The company targeted only the
higher class of the society. During that time price of
mobile was above Tk 50,000/=. Naturally, the growth o f

t h e i n d u s t r y w a s t o o s l o w. C i t y C e l l h a d a
virtual
monopoly
until
1996,
when
the
government gave licenses to three more companies
to operate cell phones in Bangladesh. So, the
government decided to bring more companies in the
market and break the monopoly. After careful
evaluation the government decided to provide three
licenses to GrameenPhone,TM International (AkTel),
and Sheba Telecom (Banglalink). Only CityCell is
using
CodeDivision
Multiple
Access
(CDMA)
technology, AkTel, GrameenPhone, Banglalink these
three companies are using GSM (Global System for
Mobile) technology. GSM is the most popular mobile
telecommunication technology in the world. About
60% of the cell phoneusers of the world use GSM
technology. These three new companies entered the
market, not only helped trim down over-dependence
on BTTB's fi xed-line system, but also made mobile
phones cheaper and easier to get. The
price of a cell phone came down from $2,000 to as
low as $100, depending on the features of the
handset and SIM price is only Tk.200-300.A defi nite
development has been observed in the Business
Market with comparatively high expectations.
Customer maturity and anticipation regarding
technology has increased over t i m e . R u m o r s
regarding new entrants have groomed
expectations
in
the
m a r k e t . Consequently,
people are expecting cheaper handsets with lowered
airtime.T h e ex i s t i n g C e l l u l a r p h o n e c o m p a n i e s i n

B a n g l a d e s h a re C i t y C e l l ( Pa c i fi c B a n g l a d e s h
Telecom Limited), GrameenPhone Ltd., AkTel Ltd.
Banglalink and TeleTalk. Among these company
GrameenPhone, Ak Teland Banglalink adopted GSM
technology andCitycellthe market pioneer started with
CDMA technology
airtel in 2010, Warid Telecom sold a majority 70% stake in the company to
India's Bharti Airtel Limited for 100,000 US$. Bharti's proposal also included
an initial $300-million investment in Warid for creating new shares in the
company.[5][6] The Bangladesh Telecommunication Regulatory Commission
approved the deal on Jan 4, 2010.[7] Bharti Airtel Limited took management
control of the company and its board, and rebranded the company's services
under its own airtel brand from December 20, 2010.
On December 21, 2011, Airtel Bangladesh launched "Airtel Circle of Friends",
the first ever Interactive Commercial in Bangladesh, created and executed by
Digimarka.
In March, 2013, Warid Telecom sold its rest 30% share to Bharti Airtels
Singapore-based concern Bharti Airtel Holdings Pte Limited for 85 million
US$.[8][9][10]
On September 8, 2013, Airtel Bangladesh received 5 MHz 3G spectrum with
1.25 million US$.
On January 28, 2016, it was announced that Robi and Airtel Bangladesh will
merge in Q1 2016. The combined entity will be called Robi, to serve about 40
million subscribers combined by both networks. Axiata Group will own 68.3%
share, while Bharti Group will own 25%. The remaining shares will be owned
by NTT DoCoMo.[11][12] The proposed merger has been approved by The High
Court and is expected to be complete by the fourth quarter this year, Robi
said in a statement

i.3significance.
i.4literature review
i.5...objective..

The primary objective of this project is to enable to learn about organizational

behavior,in practice, and to use the knowledge to offer some evaluation
of these activities. The main objective of the research is the communication

barrier and its practices in GrameenPhone

A. To investigate respondents demographic.

B. To investigate user service interface.
C. To investigate the correlations with the variables leading to the customer
satisfaction.
D. To investigate the relationship between service innovativeness and the customer
satisfaction.
E. To investigate the relationship between service reliability and the customer
satisfaction.
F. To investigate the relationship between service competitiveness and the
customer satisfaction.
G. To investigate the relationship between service consistency and the customer
satisfaction.
H. To investigate the relationship between network & signal coverage and the
customer satisfaction

i. To investigate the relationship between pricing and the customer satisfaction.

J. To investigate the relationship between quality of offering and the customer
satisfaction.

K. To investigate the relationship between customer demand and the customer

satisfaction.
L. To investigate the relationship between value added service and the customer
satisfaction.
M. To investigate the relationship between contribution to society and the customer
satisfaction.
N. To investigate the relationship between brand value and the customer
satisfaction

2.Research method
2.1.data source..
Primary Data:
A s i t i s a p ro j e c t w o r k i n a g ro u p w e c o l l e c t t h e d a t a
i n a g ro u p . We u s e t w o methods to collecting the data for
our research purpose. We use quantitative (e.g. survey) and
qualitative (e.g. face-to-face interviews; focus groups; site
visits)Case studies both ways for our data collection.
Secondary Data:
Information was also taken from books and journals and also from Internet.

2.2method of collecting data.

The relevant data for the background part was collect
from secondary source like internet, annual report or
major publications, newsletter, books, journals etc. the
data for the analysis was gathered from serving GP
s u b s c r i b e r s i n D h a k a c i t y.

(definition of primary data+study location+target population+sample

size(how many interview I took)
Time frame..