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Chapter 1
Introduction

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1.1 Statement of the Problem
History of Bangladesh telecommunication the Telegraph branch under the
Posts and Telegraph Department was created in 1853 in the then British
India and was regulated afterwards under the Telegraph Act-1885. The
Telegraph branch was reconstructed in 1962 in the then East Pakistan as
Pakistan Telegraph and Telephone Department. In 1971, after the
independence of Bangladesh, Bangladesh Telegraph and Telephone
Department was set up under the Ministry of Posts and Telecommunications.
This was converted into a corporate body named 'Telegraph and Telephone
Board' by promulgation of Telegraph and Telephone Board Ordinance, 1975.
In pursuance of an ordinance of 1979, Telegraph and Telephone Board was
converted into Bangladesh Telegraph and Telephone Board (BTTB), as a
Government Board. From 1 July 2008, as per the Telecommunication policy,
1998, BTTB was converted into a public limited company - Bangladesh
Telecommunication Company Limited through another ordinance.
GrameenPhone knows that in near future, it has to add something more to
the regular internet services, so that the company will reach to the maturity
stage which will make the business growth constant to some extents. So, new
internet services would be the determining factor in future. For that reason,
they are preparing the offers with many more new offers for their internet
subscribers. But, most of the customers will not understand the offer and
benefit of the new offer or service until they are informed and teach about
that. So, it is very important to determine the current scenario of internet
services or offers given by GrameenPhone. So, this research reflects the
internet services current scenario of GrameenPhone.
1.2 Objective of the study
The prime objective of the study is to critically evaluate the current
scenario of GrameenPhone internet service. Through this study, I tried to
attain the following specific objectives:
Analyze the current status of the internet service of
GrameenPhone.
To analyze whether the internet service is demandable for the
market.
To find out the popular internet package of GrameenPhone.
To find out the satisfaction level of GrameenPhone internet
subscribers.

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To locate the specific areas of dissatisfaction of the GrameenPhone
internet users.
To suggest some measures to mitigate the dissatisfaction of the
GrameenPhone internet services.
1.3 Methodology of the study
1.3.1 Data source and collection
Data for this report has been extracted from primary sources as well as
secondary sources. There are given below-
Primary Data
Primary Data will be collected though questionnaire survey which
will be done on internet package users of GrameenPhone.
Secondary Data
Majority of the data will be collected from Annual Report Informal
discussion mainly with my supervisor, brochures, GrameenPhone
official Websites.
1.3.2 Sample Size
The total sample size is 50 for this study purpose. But specially 19
respondents were taken as GrameenPhone internet user.
1.3.3 Data Analysis & Interpretation
Analysis the data and Interpretation of the data also prepared for the study.
1.4 Limitation of the study
There have some limitation for this study. And the limitations are given
below-
Such a short internship period was not sufficient to understand the
insights of customer satisfaction level.

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Lack of information due to inadequate telecom publications and
journals.
Data availability could be another big issue here because company
might not want to disclose all the confidential information
regarding their managerial strategies and plans.
Data from different sources were quite inconsistent which created
some problems in making the report.
The outcome of the study can thus be regarded exploratory, and
may not be treated as absolute for the whole country. In latter case
a more comprehensive study is required.
All of the respondents are young generation (19-27 years old); their
opinion and preferences may conflict with the elders (more than 35
years old respondents). So it can also be done in the future.

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Chapter 2
Literature Review

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2.1 Literature Review
There have been few studies of Internet access in Bangladesh. Most of them
relate to overall Internet access, its growth, usage, impacts, barriers, and
position in Bangladesh.
Azad and Islam (1997) give an overview of Internet access including the
status of telecommunications in Bangladesh, launching of online Internet,
current rates for online Internet access, providers' views, major Internet
users, impacts and barriers, etc. They explore high service charges by the
providers, poor telecommunication system, government policy, and low
buying power of potential clients as major barriers to Internet access in
Bangladesh.
Press (1999) describes the emergence of the Internet in Bangladesh with its
various dimensions and constraints. He remarks that, as in many developing
nations, the Bangladeshi Internet is hobbled by poor telecommunication
infrastructure, lack of computing and networking equipment, few human
resources, and an indifferent, bureaucratic government.
Iqbal (1999) presents the background and growth of the local Internet,
problems encountered by ISPs, and the role of the Bangladesh Telegraph and
Telephone Board (BTTB). He also provides some suggestions for improved
Internet access in the country.
Rahman (2004) describes the present situation of Internet access in
Bangladesh, the dimension as well as the potential of Internet business, and
problems of Internet access.
Nasiruddin (2003) investigates the intensity of Internet use by academics in
Rajshahi University. He surveys 240 academics and examines the differences
in using Internet resources and the information and communication needs of
the academics according to their professional ranks as lecturer, assistant
professor, associate professor and professor. But he does not explain the
overall Internet infrastructure of the university. This paper attempts to fill
the gap in respect of Internet access to academic institutions in general with
a case study of Rajshahi University
In recent years, developing countries including Bangladesh have witnessed a
phenomenal development in the technology-dependent communication
medium, which is Internet. In both developing and developed countries,
Internet is growing rapidly as a strong and popular medium of
communication. Internet is not used only to meet the user‟s information

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needs. It has already been widened its scope in introducing many services.
Business activities are also considered to be operated through Internet,
popularly known as e-commerce. The Internet is revolutionizing every
aspects of business throughout the world. Although the quantum of
business done through Internet is small, it is growing exponentially (Khatibi
and Thiagarajan, 2000).
The government of Bangladesh considers the ICT sector as thirst sector in
the fifth five-year plan of the Peoples Republic of Bangladesh. They approved
the transoceanic optical cable network project on March 17, 2004 in a
meeting of the executive committee of National Economic Council (ECNEC)
for submarine optic f iber cable connectivity. Recently Bangladesh has been
connected with information super highway through submarine optic fiber
networks with 16 countries consortium by SEA- ME-WE-4 project. The
government of the People‟s Republic of Bangladesh has inaugurated the
connectivity on 21st May 2006 although has not started its operation for
public use (Daily Star, 2006, Prothom Alo, 2006).

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Chapter 3
Company Details

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3.1 Name and location of the Company
GrameenPhone limited is now the leading telecommunications service
provider in Bangladesh. It is a joint venture enterprise between Telenor and
Grameen Telecom Corporation, a non-profit sister concern of the
internationally acclaimed microfinance organization and community
development bank Grameen Bank. Telenor is the largest telecommunications
company in Norway and it owns 62% shares of GrameenPhone and Grameen
Telecom owns the remaining 38%. Headquarter of GrameenPhone is situated
at Bashundhara Residential Area. They also have around 14 buildings in
Gulshan area, which was the previous headquarter of GrameenPhone office.
None of those are Grameenphone‟s own building. The “GP HOUSE”-
GrameenPhone 9-story headquarter building is located adjacent to the main
entrance of the Bashundhara Residential Area. The building was constructed
by “Associated Builders Corporation Limited” and Vistaara and Icon Architects
(VIA) was the consultant.
3.2 Historical background of the Company
The Telecom market in Bangladesh has differentiated characteristics of very
low Tele-density, inefficiency and totally controlled by capitalization. BTTB
(Bangladesh Telephone and Telegraph Board) is proved to be incapable of
providing sufficient interconnections to meet the demand of mobile services
providers. The state owned BTTB has been the monopoly telephone service
provider in the telecom industry. The zest of improving the efficiency and
ability of BTTB, the government initiated a restructuring program in telecom
sector to corporatize BTTB.
BTTB provided only fixed line telephony services in the urban areas where as
80% of the population of Bangladesh lived in the rural areas. This unequal
distribution of services created the opportunity for the mobile operators to
do business. In the telecom sector earth shaking changes cropped up when
Bangladesh government allowed private sector participation in telecom
sector by granting the permission to operate as a private service provider in
1989. This license was awarded to two operators, BRTA (Bangladesh Rural
Telecom Authority) and Sheba Telecom Pvt. Ltd. Opening its mobile phone
sector for private and foreign investment in 1989, Bangladesh holds the
pioneering figure among LDC‟s. Pacific Telecom launched the country's first
mobile phone service.

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3.3 About Telenor
Telenor Group is one of the world‟s major mobile operators with 148 million
mobile subscriptions. We have mobile operations in 11 markets and in
additionally 18 markets through our ownership in VimpelCom Ltd.
The Telenor Group is headquartered in Oslo, Norway and listed on the Oslo
Stock Exchange.
3.4 About Grameen telecom
The primary mandate of Grameen Telecom (GTC) is to promote development
of tele-communication services in rural areas of the country with a view to
reducing poverty by creating new opportunities for income generation
through self-employment with access to modern information and
communication based technologies.
Grameen Telecom, which owns 34.20% of the shares of GrameenPhone, is a
not-for-profit company in Bangladesh established by Professor Muhammad
Yunus, winner of the Nobel Peace Prize 2006.
Grameen Telecom, with its field network, administers the Village Phone
Program, through which GrameenPhone provides its services to the fast
growing rural customers, Grameen Telecom trains the operators and handles
all service-related issues.

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GTC has been acclaimed for the innovative Village Phone Program. GTC & its
Chairman Nobel Peace prize laureate Professor Muhammad Yunus have
received several awards which include; First ITU World information Society
Award in 2005; Petersburg Prize for Use of the IT to improve Poor People‟s
Lives” in 2004; GSM Association Award for “GSM in Community Service” in
2000.
3.5 Company Structure
GrameenPhone Ltd. Company Structure is given below-

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3.6 Journey of GrameenPhone
2013 Start WiFi zone based internet service in Banani and Gulshan.
Reached 40.33 million Active subscribers till March 2013.
Introducing Smart phones with connection. Introduce smart
internet package with free SMS, Talk time and MMS.
2012 Awarded license for 2G operation for 15 years effective from
November 2011; two new affordable packages „Amontron‟ and
„Nishchinto‟ were launched, 10-second pulse was introduced
for all products including help lines; A GP App was launched to
facilitate mobile self service; Reached 40.02 million
subscribers .
2011 Launched „My zone‟- location based discount on usage, Micro
SIM cards for iPhone, Spondon Package with 1-sec pulse;
GrameenPhone Branded Handset (C200, QWERTY handset
„Q100‟ and Android Handset „Crystal‟), Customer Experience
Lab, eCare solution; Completed swapping of 7,272 nos. of BTS;
Reached 36.5 Million subscribers .
2010 Launched New Tariff Plan, „MobiCash‟ Financial Service Brand,
Ekota for SME, Baadhon Package, Mobile Application
Development Contest & Network Campaign; Reached 29.97
Million subscribers .
2009 Listed on Dhaka Stock Exchange Ltd. and Chittagong Stock
Exchange Ltd.; Launched Internet Modem, Special Olympic
Regional Talent Hunt, Stay Green Campaign, Internet Package
P5 & P6, GrameenPhone Branded Handset & Study line;
Reached 21 Million subscribers .
2008 Introduced BlackBerry Service; Commissioned Brand
Positioning & launched Stay Close & Customer Care Campaign;
Reached 20 Million subscribers.
2007 Converted to a Public Limited Company; Re-launched Business
Solutions; Launched New VAS, Bull Stock Information, Missed
Call Alert & PayForMe Service; Re-branded djuice; Reached 16
Million subscribers .
2006 Launched Health Line, Smile Prepaid & Xplore Postpaid, Cell
bazaar, Business Solutions for Business Class & Community;
Introduced new GP Logo Following Maiden Decade of
Operation; Reached 10 Million subscribers.
2005 Launched Electronic Recharge System, djuice Brand Targeting
Youth Segment, EDGE & Voice SMS for the first time in
Bangladesh; Reached 4 Million subscribers .

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3.7 Name and characteristics of founders
GrameenPhone is a joint venture company comprising of:
Telenor
A state-owned telecommunication company from Norway. It has a
long history of successful cooperation with other operators in
Russia, Hungary, Montenegro, Ireland, Bangladesh, Greece,
Germany, Germany, Australia, Malaysia etc.
Grameen Telecom
A sister concern of Grameen Bank. It was established by Grameen
Bank to organize and assist those Grameen bank borrowers who
wish to retail telephone services in the rural areas.
Marubeni Corporation
A leading investment and trading company from Japan. The
company owns 9.5% of GP.
Gonofone Development Corporation
A New York-based telecommunication development company
having investments in many companies in USA, Russia and other
parts of Europe. Gonofone Development Corp. owns 4.5% of GP.
2004 Reached 2 Million subscribers.
2003 Launched Prepaid Product with PSTN Connectivity; Reached 1
Million subscribers.
2002 Achieved BD Business Award for “Best Joint Venture
Enterprise”.
2001 Launched WAP Service.
1999 Launched First Prepaid Service in the Country.
1998 Launched Mobile to Mobile Service (without PSTN Access).
1997 Commenced Operation on the Independence Day of
Bangladesh.
1996 Incorporated as a Private Limited Company.

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3.8 Existing Share holders
GrameenPhone is the largest mobile operator in Bangladesh. The
shareholders of GrameenPhone contribute their unique, in-depth experience
in both telecommunications and development. 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 organization of Bangladesh. The
other 10% shares belong to general retail and institutional investors.
Both are dedicated to Bangladesh and its struggle for economic progress and
have a deep commitment to GrameenPhone and its mission to provide
affordable telephony to the entire population of Bangladesh.
3.9 Company’s Vision
Grameenphone‟s vision is “We’re here to help.” That means GrameenPhone
Ltd. is always there to help the customers get the full assistance of
communications services in their daily lives. They want to make it simple for
the customers to get what and when they want it.
3.10 Company’s Mission
The mission of GrameenPhone Ltd is to deliver reliable, widespread,
convenient mobile and cost effective telephone services to the people in
Bangladesh irrespective of where they live. They are providing a total

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communication solution to its customers. To do this, the service advance of
GrameenPhone has extensively developed over the last few years.
GrameenPhone subscribers now enjoy all the modern data communication
and content services. Mobile office, internet access, MMS and modern music
and download services are available through the nationwide EDGE enabled
network.
3.11 Company’s Objective
GrameenPhone (GP) has been established to provide high-quality GSM
cellular service at affordable prices. GrameenPhone has a dual purpose:
To receive an economic return on its investment
To contribute to the economic development of Bangladesh where
telecommunications can play a critical role
The Company has developed its strategies so that it earns healthy returns
for its shareholders and at the same time, contributes to genuine
development of the country. This is why GrameenPhone, in collaboration
with Grameen Bank and Grameen Telecom, is aiming to place one phone in
each village to contribute significantly to the economic benefit of the poor. It
is on the way to get a total uprising in the telecommunication field. By
accomplishing the success factors, GrameenPhone would like to be
recognized as a consistent, honest and committed company to its valued
subscribers and stakeholders.
3.12 Operating Coverage
GrameenPhone has the leading network with the widest coverage in the
country. The GrameenPhone network now covers over 99 percent of the
population and over 87 percent of the land area with the remaining areas
mostly falling under the Sundarbans and the Chittagong Hill Tract areas
where mobile phone coverage is not allowed. Presently GrameenPhone has
covered 462 upazillas of 64 districts.
The company has so far invested more than BDT 10,700 core (USD 1.6
billion) to build the network infrastructure since its inception in 1997. It has
invested over BDT 3,100 core (USD 450 million) during the first three
quarters of 2007 while BDT 2,100 core (USD 310 million) was invested in
2006 alone. Since its inception in March 1997, GrameenPhone has built the
largest cellular network in the country with over 10,000 base stations in
more than 5700 locations. A record 4181 new base stations were put into

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operation around the country during the year, crossing the 10,000 base
station milestones in the process. In addition, the entire GrameenPhone
network is EDGE/GPRS enabled, allowing its customers to access high-speed
Internet from anywhere within the coverage area.

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3.13 Product and Internet service of GrameenPhone
Page|17

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Chapter 4
Competitive Scenario
of
GrameenPhone

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4.1 Competitive Scenario of GrameenPhone
There are six mobile telephone operators in Bangladesh at the moment.
Among them one is Government owned telephone operator: Bangladesh
Telegraph and Telephone Board (BTTB) and the other five are privately
owned companies namely GrameenPhone Ltd., Axiata (Bangladesh) Limited,
Orascom Telecom Bangladesh Ltd., Pacific Bangladesh Telecom Ltd. (PBTL)
and Airtel Bangladesh Ltd.
GrameenPhone Limited
GrameenPhone Limited, the number one and leading mobile phone company
in the area of telecommunications in Bangladesh. GrameenPhone Limited
managed to grab 44% of the market share only by providing cost-effective &
best service available in the market of mobile telecommunication.
GrameenPhone Limited has made its expansion not only in the urban areas,
but also it stretched its network in the rural areas for the economic
empowerment of the rural people. It has the largest network, the widest
coverage, the biggest subscriber base and more value added services than
any other mobile phone operators in Bangladesh. GrameenPhone Limited has
a very strong competitive position in the telephone industry in the country.
Banglalink Digital Communication Limited; previously Orascom
Telecom Bangladesh Limited
When Banglalink entered the Bangladesh telecom industry in February 2005,
the scenario changed overnight with mobile telephony becoming an
extremely useful and affordable communication tool for people across all
segments. Banglalink was previously known as Sheba Telecom which began
operation in 1998. It was a joint venture between a Malaysian Conglomerate,
Technology Resources Industries Berhad and a local firm named Integrated
Services Ltd. (ISL). In 2005 Orascom Telecom Holding (OTH) acquired Sheba
Telecom and gave a new trading name Banglalink. Within one year of
operation, Banglalink became the fastest growing mobile operator of the
country.
Banglalink represent a market share of 27.18%. Banglalinks new company
name is Banglalink Digital Communication Limited Banglalink‟s total
subscriber is approximately 25.921 million or 2 core 59 lakh 21 thousand
subscribers .

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Axiata (Bangladesh) Limited
Axiata (Bangladesh) Limited is a dynamic and leading countrywide GSM
communication solution provider. It is a joint venture company between
Axiata Group Berhad, Malaysia and NTT DOCOMO INC, Japan. Axiata
(Bangladesh) Limited, formerly known as Telekom Malaysia International
(Bangladesh), commenced its operation in 1997 under the brand name Aktel
among the pioneer GSM mobile telecommunications service providers in
Bangladesh. In early 2008, Aktel slipped from the second position to the
third after facing fierce competition from Banglalink. Aktel boasts of the
widest international roaming service in the market, connecting 315
operators across 170 countries. It is the first operator in the country to
introduce GPRS. Aktel uses GSM 900/1800 MHz standard and operates on
allocated 12.8MHz frequency spectrum. Later, on 28th March, 2010 the
company started its new journey with the brand name Robi. Robi is the third
largest mobile phone operator in Bangladesh in terms of revenue and
subscribers (21.403 million as of March 2013).
Airtel Bangladesh Limited
AIRTEL Bangladesh Ltd. is a GSM-based cellular operator in Bangladesh.
Airtel Bangladesh is the sixth mobile phone carrier to enter the Bangladesh
market, and launched commercial operations on May 10, 2007. Warid
Telecom International LLC, an Abu Dhabi based consortium, sold a majority
70% stake in the company to India's Bharti Airtel Limited for US$300 million.
Bharti Airtel Limited will take management control brand from 20 December
2010. The Bangladesh Telecommunication Regulatory Commission approved
the deal on Jan 4, 2010. Airtel Bangladesh had 7.472 million subscribers as
of March 2013.
Pacific Bangladesh Telecom Limited
Citycell (Pacific Bangladesh Telecom Limited) is the first mobile
communications company of Bangladesh. It is the only CDMA network
operator in the country. As of 1 March, 2008, Citycell's total mobile
subscriber base is 1.56 million, up 137 per cent or 680,000 from two years
ago, giving it the best growth rate of the company till date. Citycell is
currently owned by Singtel with 45% stake and the rest 55% owned by Pacific
Group and Far East Telecom. By the end of 2007 Citycell had refurbished its
old brand identity and introduced a new logo and corporate identity; the new
logo is very reminiscent of the old logo. However the slogan has remained
unchanged "Because we care". Citycell had 1.451 million subscribers as of
March 2013.

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Teletalk Bangladesh Limited
TeleTalk (Teletalk Bangladesh Ltd) is a GSM based state-owned mobile phone
company in Bangladesh. TeleTalk started operating on 29 December, 2004. It
is a Public Limited Company of Bangladesh Government, the state-owned
telephone operator. TeleTalk provide GPRS internet connectivity. Teletalk is
the first operator in the country that gave BTTB (BTCL) incoming facility to
its subscribers . The mission statement of TeleTalk is “Desher Taka Deshey
Rakhun” (“Keep your Money in your Country”). TeleTalk is the 6th
largest
mobile phone operator in Bangladesh with 1.831 million subscribers as of
March 2013. Teletalk is the first mobile operator who serve 3rd
generation
network service in Bangladesh.
Total Mobile Phone Active subscribers at the end of March 2013:
GrameenPhone Ltd. (GP): Approximately 40.33 million or 4 core
43 lakh 30 thousand subscribers .
Banglalink Digital Communication Limited; previously
Orascom Telecom Bangladesh Limited: Approximately 25.921
million or 2 core 59 lakh 21 thousand subscribers .
Robi Axiata Limited (Robi): Approximately 21.403 million or 2
core 14 lakh 3 thousand subscribers .
Airel Bangladesh Limited (Airtel): Approximately 7.472 million
or 74 lakh 72 thousand subscribers .
Pacific Bangladesh Telecom Limited (Citycell): Approximately
1.451 million or 14 lakh 51 thousand
Teletalk Bangladesh Ltd. (TeleTalk): Approximately 1.831
million or 18 lakh 31 thousand.
N.B. Total Number of subscribers is: Approximately 99.871 million or 9
core 98 lakh 71 thousand.

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4.2 SWOT analysis
SWOT analysis is a structured planning method used to evaluate
the Strengths, Weaknesses, Opportunities, and Threats involved in
a project or in a business venture.
Setting the objective should be done after the SWOT analysis has been
performed. This would allow achievable goals or objectives to be set for the
organization.
Strengths: characteristics of the business or project that
give it an advantage over others
Weaknesses: are characteristics that place the team at a
disadvantage relative to others
Opportunities: elements that the project could exploit to
its advantage
Threats: elements in the environment that could cause
trouble for the business or project
Identification of SWOTs is important because they can inform later steps
in planning to achieve the objective.
41%
26%
22%
8%
1% 2%
Operator
GP
Banglalink
Robi
Airtel
Citycell
TeleTalk

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4.2.1 SWOT analysis of GrameenPhone
SWOT stands for Strength, Weakness, Opportunity, and Threat. This is a very
important tool for a company to analyze its internal and external
environment.
Strengths
Good Owner Structure
Market Leader
Network Availability Brand Name of Grameen Image
Financial Soundness
Skilled Human Resource
Effective Support Organization
Access to the Widest Rural Network through
Grameen Bank
High Ethical Standard
Weaknesses
Culture Gap
Complicated Pricing Structure
Incomplete Messages through Promotional Activities
Problem Contained Offers
Different Departments are not working together
Opportunities
Economic Growth of Bangladesh
New and Better Interconnect Agreement
Huge Demand for Telecom Services
Increased Intentional Activities in Bangladesh
Declining Prices for Handsets
New International Gateway
Flexibility of Mobile Phone
Threats
More Rigid Government Regulations
Upgraded Technology Used by Competitors
Political Instability
Devaluation of Taka
Risky Position of Valuable Resource
Non‐co‐operation of Government for the Revenue of
BTTB

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4.2.2 SWOT analysis of GrameenPhone Internet service
SOWT analysis of GrameenPhone Internet service is given below:
Strengths
Market Leader for Internet service
Network Availability Brand Name of Grameen Image
Financial Soundness
Skilled Human Resource
Skilled Network work force
Effective Support Organization
Access to the Widest Rural Network through Grameen
Bank
High Ethical Standard
Weaknesses
Everyone don‟t know to access with internet
Complicated Pricing Structure
Incomplete Messages through Promotional Activities
Problem Contained Offers
Opportunities
Economic Growth of Bangladesh
Online freelancing works is growing rapidly
New and Better Interconnect Agreement
WiFi connection introduced several areas
Huge Demand for Internet Services
Declining Prices for Smart Handsets
Flexibility of Internet access based Mobile Phone
Threats
More Rigid Government Regulations
Upgraded Technology (Like 3G) Used by Competitors
Political Instability
Devaluation of Taka
Non‐co‐operation of Government for the Revenue of BTRC
4.3 Job Description
In my three months and ten days journey in GrameenPhone I go
through different type of responsibilities. I was assigned for product
development team of I&BB (internet and broadband) department under

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commercial division of grameenPhone. At the very first week I go
through introducing with my supervisor, my team members &
collogue. My job is started from week two. As I was in product
development team, my basic responsibility there was to collect
different types of information for the different new projects. I put that
information on PowerPoint or sometimes in the excl according to my
supervisor requirements. My supervisor assigned me to collect some
information on different topic, different products or services, based
on that information they may come to launch any new product for the
I&BB. Some list of works what I have done in my internship period are
given bellow.
Excel on roadmap of I&BB
Power point on roadmap of I&BB
Worked on telenor in Europian & Asian market
Presentation on company analysis of Banglalink
Presentation on company analysis of Robi
Presentation on company analysis of airtel
Presentation on adsense & adword‟s value chain, cash flow.
(also gave presentation on it)
Worked on Google, yahoo, facebook & twitters ad rates
Moreover beside this I also worked on customer service department to
have a survey on small screen packages. I have one to one conversation
directly through over phone with the subscribers . So this is basically what I
have done in GrameenPhone over three month.
4.4 Specific responsibilities of the Job
The basic job of product development team is-
Project management
product launch roadmap preparation and Coordination
Coordination of Research work

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Chapter 5
Analysis on Current
Internet Package &
Findings

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5.1 Current data service offered by GrameenPhone
When-ever, where-ever you want to get online to access the internet,
GrameenPhone has got the coverage & right solutions that will suit you.
Whether you are searching for information or looking for entertainment &
social networking on your phone or a laptop/personal computer we have the
right packages & devices to cater to your needs.
Internet is the most convenient medium of information, through which
people can enhance their knowledge, spread the same from one corner of
the globe to whichever place they wish with a single click.
Communication solutions developed by GrameenPhone across all the media
have always focused one single thing – to help people stay close to their dear
ones and to enlighten their lives through free and flawless access to
information. GrameenPhone internet is another step towards fulfilling this
goal.
With this step, GrameenPhone so far brought Internet to people in the
following ways:
Desktop and Laptop browsing: by using the mobile as modem or by
internet modem.
Mobile screen browsing: WAP/internet browsing on the mobile.
GrameenPhone is looking to expand further into the digital world by
expanding its internet platforms and developing more internet related
products, thus becoming the biggest Internet Service Provider of Bangladesh.
Internet Package for Mobile handset browsing:
GrameenPhone offers the most affordable internet packages for handset
browsing. Packages are given below:
Minipack Pay Per use
Pay as you go
Minipack 1MB with 2MMS for 2 Days validity
Minipack 3MB with 3MMS for 7 Days validity
Minipack 15MB for 15 Days validity
Minipack 99MB for 15 Days validity
1GB Package for 30 Days validity

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Internet Package for Laptop/PC browsing:
GrameenPhone has several internet packages considering the volume needs
of wide range of users. Packages are given below:
Heavy Internet browsing package for 30 Days validity
Night Time Heavy Internet browsing Package for 30 Days validity
Daily 150MB Package
3GB Package for 30 Days validity
1 GB Package for 30 Days validity
Smart Plan
GrameenPhone brings in an unique new offer that will enable you to get
UNINTERRUPTED internet, Talk time, SMS, and MMS in a single pack. With
three different packs at three different prices offering a range of talktime,
SMS, and MMS volumes – Grameenphone‟s new “Smartplan” is the ultimate
solution to all. Details of GrameenPhone Smart Plan are provided below:
WiFi Zone
GrameenPhone in collaboration with its partner IT Connect Ltd has launched
WiFi service in selected areas of Dhaka city. This great initiative enables any
GrameenPhone customers staying inside the designated WiFi Blue
Zone area to use high-speed WiFi internet service from their WiFi enable
Smart devices.

29. Page|29
The Data pack of WiFi is given below:
Pack 1: 20 MB for 24 Hours
Pack 2: 70 MB for 24 Hours
Pack 3: 150 MB for 24 Hours
Name and location of WiFi zone is given below:
5.2 Internet Packages
Internet Packages are given below
Minipack Pay Per use is for only prepaid subscribers where
Internet usage is chargeable at BDT 0.02/KB up to a maximum of
BDT 20/Day, between 12am-11.59pm daily. Fair Usage Policy is
applicable after crossing 10 MB usage for that day.
* Fair Usage Policy is applicable.

30. Page|30
Pay as you go is a pay-as-you-go offer which is applicable for Post
Paid subscribers only. For every kilobyte (KB) of data browsed,
subscribers are charged BDT 0.02(excluding VAT). GrameenPhone
recommended that Smart phone (e.g. Apple Iphones, Android
handsets like Samsung Galaxy, HTC or Windows phones) users take
the Minipack 99MB and above.
Minipack 1MB with 2MMS for 2 Days validity is an Internet
Combo pack both for Pre-paid and Postpaid customers with 2MB
free data and 2 MMS (GP-GP) at BDT 2.50 (+15% VAT) with 2 days
validity. If 2MB data gets expired before the expiration of the
validity of 2 days, customer will still be able to enjoy internet at
BDT 0.01/10KB without VAT and can continue browsing, along with
the 2 MMS.
Minipack 3MB with 3MMS for 7 Days validity is an Internet
Combo pack both for Pre-paid and Postpaid customers with 3MB
Data and 3 MMS (GP-GP) at BDT 9 (+15% VAT) with 7 days validity.
If the 3 MB data gets expired before the expiration of validity of 7
days, subscriber will still be able to enjoy internet at BDT
0.01/10KB without VAT and can continue browsing, along with the
3 MMS. Similarly, if 3 MMS is used up before expiration validity of 7
days, the data amount will be available till the expiration date.
Minipack 15MB for 15 Days validity is an internet offer for both
Post-paid & Pre-paid subscribers with data browsing/downloading
capacity up to 15MB @ BDT 29 (+VAT). This package has duration
of 15 days starting from the date of activation. After expiration of
15MB, subscribers will be charged as BDT 0.01/10KB without VAT.
Minipack 99MB for 15 Days validity: is an internet offer for both
Post-paid & Pre-paid subscribers with data browsing/downloading
capacity up to 99MB @ BDT 99 (+VAT). After expiration of 99 MB ,
subscribers will be charged as BDT 0.01/10KB without VAT.
1GB Package for 30 Days validity is an internet offer of 1 GB per
month @ BDT 300+VAT. The package has a validity of 30 days
(from the date of activation). After expiration of 1 GB, subscribers
will be charged as BDT 0.01/10KB without VAT.
Heavy Internet browsing package for 30 Days validity: P2 is a
large screen internet package designed for heavy browsing by

31. Page|31
advanced users with 30 day validity, monthly charge is BDT 850.
Prepaid: When a subscriber activates EDGE P2, the auto-renewal
feature becomes active by default. But for successful execution,
subscriber needs to have sufficient balance (BDT 850+VAT) in
his/her account. If the subscriber does not have sufficient balance,
then EDGE P2 will be deactivated (applicable for prepaid) and the
subscriber has to activate P2 again to use it after recharging. If any
subscriber does not want to have this "Auto-Renewal" feature,
he/she can Type'OFF' and send SMS to 5000. If he/she wants to
resume the service, then he/she has to type 'ON' and send SMS
to 5000.
Postpaid: When a subscriber activates EDGE P2, the auto-renewal
feature becomes active by default. But subscriber cannot deactivate
or reactivate this "Auto-Renewal" feature on his own. Daily charging
is applicable for subscribing P2 in Postpaid. Up-front charging will
be applicable for the remaining days in case anyone cancels their
P2 subscription before the end of the validity period. Thus, if a P2
customer sends cancellation request within the validity period,
system will check the credit limit and will charge up-front for the
remaining period. In case of lack of available credit limit, the
system will not accept the cancellation request.
* Fair Usage Policy is applicable after 5 GB usage. As per FUP,
speed will be throttled down to 24 kbps during the remaining
validity period. Normal speed will be restored in next bill cycle or
activation. You will receive SMS when FUP will be enforced after
crossing 5GB.
Night Time Heavy Internet browsing Package for 30 Days
validity: P3 is a large screen internet package designed for heavy
browsing by advanced users during night time, with 30 day validity,
monthly charge is BDT 250+VAT.
* Fair Usage Policy is applicable after 5 GB usage. As per FUP,
speed will be throttled down to 24 kbps during the remaining
validity period. Normal speed will be restored in next bill cycle or
activation. You will receive SMS when FUP will be enforced after
crossing 5GB.
Daily 150MB Package: is for prepaid subscribers only. Subscribers
can enjoy the service from 12:00AM to 11:59PM (within a day) with
150MB data usage limit in a day and daily charge is BDT 60+VAT.

32. Page|32
From 12:00 AM of the next day, EDGE P4 will be deactivated and the
subscriber needs to activate any other package if he/she wants to
use Internet.
3GB Package for 30 Days validity is an internet offer of 3 GB per
month @ BDT 700+VAT. The package has a validity of 30 days
(from the date of activation). After expiration of 3 GB, subscribers
will be charged as BDT 0.01/10KB without VAT.
1 GB Package for 30 Days validity is an internet offer of 1 GB per
month @ BDT 300+VAT. The package has a validity period of 30
days from the date of activation. After expiration of 1 GB,
subscriber will be charged as BDT 0.01/10KB without VAT.
WiFi Package details is given below:
5.3 Survey Findings
In order to analyze the internet services of GrameenPhone a series of
questions were asked to the customers with the help of a questionnaire, the
data from these questions are tabulated below. As already mentioned, the
survey was conducted among 50 GrameenPhone internet subscribers and
non subscribers; it was conducted in three way direct appointment, over
telephone and with the help of email.
I asked total fifteen question & also question to 50 respondent. But, specially
19 respondents were taken as GrameenPhone internet user. With those
answer of the customers I‟ve conducted my analysis part.
Here the main objective is to analyze the current status of GrameenPhone
internet packages.

33. Page|33
Do you like mobile internet offered by mobile operators?
Frequency Percentage
Yes 33 66%
No 17 34%
Interpretation
From the table it can be seen that maximum respondents like to use mobile
internet which offered by Mobile operators. Here 66% respondents are says
like mobile internet and 34% does not like mobile internet.
66%
34%
Mobile Internet
Yes
No

34. Page|34
Which operator’s internet service you use?
Frequency Percentage
GrameenPhone 19 38%
Banglalink 9 18%
Airtel 6 12%
Robi 11 22%
Citycell 4 8%
Teletalk 1 2%
Interpretation
From the table it can be seen that maximum respondents using
GrameenPhone‟s internet service. Here 38% respondents using
GrameenPhone for internet, 22% is use Robi for internet and 18% is
Banglalink, 12% is Airtel, 8% is Citycell and Teletalk is only 2%.
38%
18%
12%
22%
8%
2%
Mobile Internet Service Provider
GrameenPhone
Banglalink
Airtel
Robi
Citycell
Teletalk

35. Page|35
Which operator’s internet service is best in your view?
Frequency Percentage
GrameenPhone 27 54%
Banglalink 7 14%
Airtel 3 6%
Robi 9 18%
Citycell 3 6%
Teletalk 1 2%
Interpretation
From the table it can be seen that among 50 respondents, 27 says that
GrameenPhone is best for internet service. And its percentage is 54% and the
other operators are below 20%.
54%
14%
6%
18%
6%
2%
Best Internet Service Provider
GrameenPhone
Banglalink
Airtel
Robi
Citycell
Teletalk

36. Page|36
Which operator has fewer problems during internet browsing?
Frequency Percentage
GrameenPhone 35 70%
Banglalink 8 16%
Airtel 1 2%
Robi 3 6%
Citycell 2 4%
Teletalk 1 2%
Interpretation
From the table it can be seen that 35 respondents says GrameenPhone
has fewer problems during internet browsing. And the other operators have
many problems during internet browsing. Banglalink is 16%, Robi is 6%,
Citycell is 4% and Airtel and Teletalk is only 2%.
70%
16%
2%
6%
4% 2%
Fewer Problem
GrameenPhone
Banglalink
Airtel
Robi
Citycell
Teletalk

37. Page|37
How much you like GrameenPhone for internet browsing?
Frequency Percentage
Very much 32 64%
So-so 11 22%
Low demandable 7 14%
Not demandable 0 0%
Interpretation
Here 32 people like GrameenPhone for internet. And the other people
are not like GrameenPhone for internet. 64% is very much like
GrameenPhone internet.
64%
22%
14%
0%
How much you like
Very much
Soso
Low demandable
Not demandable

38. Page|38
How much the GrameenPhone internet service is demandable for
market?
Frequency Percentage
Very much 43 86%
So-so 6 12%
Low demandable 1 2%
Not demandable 0 0%
Interpretation
From the table maximum respondents says that GrameenPhone internet is
demandable in market. 86% respondents are says GrameenPhone internet is
demandable in market, 12% says its demand is so-so and 2% is says it is low
demandable.
86%
12%
2%
0%
Matket Demand
Very much
Soso
Low demandable
Not demandable

39. Page|39
Through which media you use GP internet more
Frequency Percentage
Mobile screen 15 78.95%
Modem with PC/Laptop 4 21.05%
Interpretation
From the table it can be seen that maximum respondents use mobile
screen for GrameenPhone internet. Here 15 people is use mobile for
GrameenPhone internet, 4 subscriber use PC/Laptop for using
GrameenPhone internet by modem and 7 subscriber use both device for
using GrameenPhone internet.
79%
21%
Used Media
Mobile screen
Modem with PC/Laptop

40. Page|40
Which package you use more?
Frequency Percentage
Mini pack 0 0%
Pay as you go 0 0%
Heavy internet pack 6 31.58%
Daily pack 3 15.79%
Monthly pack 9 47.37%
WiFi 1 5.26%
Interpretation
From the above table maximum respondents are using
GrameenPhone‟s Monthly pack. Here 47.37% respondents are chosen
Monthly pack, 31.58% respondents are use Heavy internet pack, and 15.79%
respondents are use Daily pack and only 5.26% use WiFi.
0%
0%
32%
16%
47%
5%
Highly Used Package
Mini pack
Pay as you go
Heavy internet pack
Daily pack
Monthly pack
WiFi

41. Page|41
Do you satisfy with GP internet?
Frequency Percentage
Yes 9 47.37%
No 10 52.63%
Interpretation
Here from the table maximum users are not satisfied with GrameenPhone
internet. Here 52.63% respondents are not satisfied with this and 47.37%
respondents are satisfied with GrameenPhone internet.
Why you dissatisfy with GP’s internet?
Dissatisfaction causes for GrameenPhone internet are Low Cost, Small size
data packages and Low Speed.
47%
53%
Satisfaction
Yes
No

42. Page|42
How would you rate the overall experience of using GP internet
service?
Frequency Percentage
Very good 13 68.42%
Good 5 26.32%
Moderate 1 5.26%
Bad 0 0%
Very bad 0 0%
Interpretation
From the table maximum respondents overall experience of using
GrameenPhone internet service is very good and rest respondents are good
and moderate. Here 68.42% respondents are experience is very good, 26.32%
is good and 5.26% is moderate.
69%
26%
5% 0%0%
Experience of Using Internet
Very good
Good
Moderate
Bad
Very bad

43. Page|43
How many times you face problem using GP internet?
Frequency Percentage
Every time 0 0%
Maximum time 0 0%
Several time 3 15.79%
Sometime 16 84.21%
Interpretation
Here from the table maximum respondents face problem sometime
when they using GrameenPhone internet. 84.21% subscriber face problem
sometime and 15.79% face problem several time.
0%0%
16%
84%
Problem in GP Internet
Every time
Maximum time
Several time
Sometime

44. Page|44
What is your experience about GP internet speed?
Frequency Percentage
Very good 10 52.63%
Good 4 21.05%
Moderate 2 10.53%
Bad 3 15.79%
Very bad 0 0%
Interpretation
Maximum respondents experience is very good about GrameenPhone
internet speed. 52.63% respondents experience is very good, 21.05% is good,
15.79% is bad and 10.53% is moderate.
53%
21%
10%
16%
0%
Experience About Speed
Very good
Good
Moderate
Bad
Very bad

45. Page|45
How would you rate your experience in case of the cost of the
GrameenPhone internet?
Frequency Percentage
Very good 0 0%
Good 0 0%
Moderate 3 15.79%
Bad 13 68.42%
Very bad 3 15.79%
Interpretation
Maximum respondents experience about cost of internet data package
is bad. Here 68.42% respondents experience is bad and the other
respondents are moderate and very bad experience about cost of
GrameenPhone internet data service.
0% 0%
16%
68%
16%
Experience About Cost
Very good
Good
Moderate
Bad
Very bad

46. Page|46
How would you rate your expectation on different internet packages
offered by GrameenPhone?
Frequency Percentage
Very good 0 0%
Good 2 10.53%
Moderate 13 68.42%
Bad 4 21.05%
Very bad 0 0%
Interpretation
Here from the table maximum respondent‟s expectation on different
GrameenPhone internet package is moderate. 68.42% respondent‟s
expectation is moderate, 21.05% is bad and 10.53% is good.
0%
11%
68%
21%
0%
Expectation
Very good
Good
Moderate
Bad
Very bad

47. Page|47
Chapter 6
Conclusion
&
Recommendation

48. Page|48
6.1 Recommendation
Mobile Operator Company should promote about the advantages of
mobile internet service in all areas.
To increase subscriber GrameenPhone need to promote internet
packages more.
GrameenPhone should introduce faster internet packages.
GrameenPhone should Introduce 3G network soon for provide
better internet service.
GrameenPhone should reduce the network problems.
GrameenPhone should increase internet based promotion to make
internet service of the company more demandable.
GrameenPhone should publish advertisement to increase mobile
screen and PC/Laptop subscribers.
GrameenPhone should reduce cost of the internet packages.
GrameenPhone should reduce the cost of Monthly and Heavy
internet pack.
GrameenPhone should increase the data of Monthly and Heavy
internet pack.
GrameenPhone should increase data for mini pack data services.
GrameenPhone should increase WiFi zone based internet service to
make subscriber for WiFi based internet.
GrameenPhone should reduce cost and increase speed to make
more satisfaction from the subscribers.
6.2 Conclusion
GrameenPhone is the leading company we have already come to know it.
They are grabbing the maximum market share in the telecom industry in
Bangladesh. GrameenPhone internet is a major sector of this operator. The
organization is investing a huge amount of investment. In case of small
screen that is mobile screen GrameenPhone internet is providing a good
services but in case of modem the service is a bit disappointing. The services
should be balanced for the both case as the company has some strong
competitors in the market. It should focus a bit in this sector. Otherwise
there is a little bit of probability to hamper the brand image of
GrameenPhone.

49. Page|49Reference
1. GrameenPhone website: www.grameenphone.com
2. Lecture sheets website: www.lecturesheet.com
3. GrameenPhone ltd. annual report: 2011, 2012
4. BTRC website: www.btrc.gov.bd
5. GrameenPhone investor portal: http://investor-
relations.grameenphone.com/IRPortal/Admin/PageDetails/?id=1
6. Organization structure: http://grameenphone.com/about-us/corporate-
information/corporate-governance/organization-structure
7. Internet packages: http://www.grameenphone.com/products-and-
services/internet/internet-packages
8. Roknuzzaman, M. (2006, August 10). A survey of Internet access in a
large public university in Bangladesh. International Journal of
Education and Development using ICT [Online], 2(3). Available:
http://ijedict.dec.uwi.edu/printarticle.php?id=195&layout=html
9. Japanese Journal of Administrative Science, Volume20, No.1, 2007, 43-
45.
10. Telenor website: http://www.telenor.com/about-us/telenor-at-a-
glance/
11. Banglalink website: www.banglalinkgsm.com
12. Robi website: www.robi.com.bd
13. Airtel website: www.bd.airtel.com
14. Citycell website: www.citycell.com
15. Teletalk website: www.teletalk.com.bd

50. Page|50
Appendix
Questioner
Do you like mobile internet offered by mobile operators?
 Yes
 No
Which operator’s internet service you use?
 GrameenPhone
 Banglalink
 Airtel
 Robi
 Citycell
 Teletalk
Which operator’s internet service is best in your view?
 GrameenPhone
 Banglalink
 Airtel
 Robi
 Citycell
 Teletalk
Which operator has fewer problems during internet browsing?
 GrameenPhone
 Banglalink
 Airtel
 Robi
 Citycell
 Teletalk

51. Page|51
How much you like GrameenPhone for internet browsing?
 Very much
 So-so
 Low demandable
 Not demandable
How much the GrameenPhone internet service is demandable
for market?
 Very much
 So-so
 Low demandable
 Not demandable
For GrameenPhone internet users:
Through which media you use GP internet more?
 Mobile screen
 Modem with PC/Laptop
Which package you use more?
 Mini pack
 Pay as you go
 Heavy internet pack
 Daily pack
 Monthly pack
 WiFi
Do you satisfy with GP internet?
 Yes
 No
Why you dissatisfy with GP’s internet?





52. Page|52
How would you rate the overall experience of using GP
internet service?
 Very good
 Good
 Moderate
 Bad
 Very bad
How many times you face problem using GP internet?
 Every time
 Maximum time
 Several time
 Sometime
What is your experience about GP speed?
 Very good
 Good
 Moderate
 Bad
 Very bad
How would you rate your experience in case of the cost of the
GrameenPhone internet?
 Very good
 Good
 Moderate
 Bad
 Very bad
How would you rate your expectation on different internet
packages offered by GrameenPhone?
 Very good
 Good
 Moderate
 Bad
 Very bad
The End