Factors Affecting Customer Satisfaction & Loyalty of Mobile Phone Operators in Bangladesh: A Study in Sylhet

1. Name Registration No.
Md. Jayed Husain 2012731011
Abida Sultana 2012731012
Soikot Sharma Jone 2012731028
Nabila Ahmed 2012731042
Neehal Hasnain 2012731060
A seminar report presentation
on
Factors affecting customers’ satisfaction
and loyalty of mobile phone operators of
Bangladesh: A study in Sylhet

2. Mobile Phone Operator
A mobile phone operator (MNO) is a telecommunication
service provider organization that provides wireless voice
and data communication for its subscribed mobile users.
They are also known as wireless service provider, cellular
company or mobile network carrier.
The Mobile Phone Operators in Bangladesh
 Grameen Phone
 Banglalink Limited
 Airtel Bangladesh Limited
 Teletalk Bangladesh Limited
 Citycell Bangladesh
 Robi Axiata Limited

3. Objectives of the study
To find out . . .
• Factors determining customer satisfaction
• Nature of different mobile phone operators
• Current situations of mobile phone operators
• Contrast between services.

4. Methodology of the study
Research Design
1. Exploratory
2. Descriptive
Types of data
1. Qualitative
2. Quantitative
Sources of data
1. Primary sources
2. Secondary
sources

5. Sampling techniques
 Convenience sample.
 Data collected from 100 subscribers of Sylhet region.
Questionnaire design
Likert Scale method was followed.
Three types of information was collected:
 Identification Information ( Name, address etc.)
 Classification Information ( Age, Gender, Profession etc)
 Basic Information ( Main factors determining customer satisfact

6. 41%
20%
19%
15%
5% GP
Airtel
Robi
Banglalink
Others ( citycell
and teletalk)
Findings based on classification information
Customers’ percentages of using different
operators:
41% of the total users are using GP. Second majority
of people are using Airtel (20%).

7. Percentages of users of operators according to gender:
52%
21%
15%
8% 4%
Male 59%
21%
19%
9%
49%
2%
Female 41%
GP
Airtel
Robi
Banglalin
k
Others
Most of the male users are using GP and most of
female users are using Banglalink.

8. Percentage of customers of different operators according
to different age groups:
0%
10%
20%
30%
40%
50%
60%
20-30 year 30-40 year 40-50 year 50 year and
above
21%
45%
47%
52%
35%
13% 10%
5%
30%
15%
19%
11%10%
20%
14%
17%
4%
7%
10%
15%
GP
Airtel
Robi
Banglalink
Others
People aged 20-30 years are using mostly Airtel . People of 30-40
years, 40-50 years and 50 years and above are using GP the most.

9. Percentage of customers of different operators according
to profession:
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
18%
34%
27%
42%
37%
9%
5%
19%
23%
20%
15%
21%
17%
17%
33%
10%
5%
20% 20%
8%
GP
Airtel
Robi
Banglalink
Others
Large percentage of students is using Airtel. Housewives prefer
the Banglalink.

10. Findings based on basic information
35%
30%
12%
15%
8%
Customer's choosing factors
Network
Call rate
Internet facilities
Packages
Others
Majority of subscribers choose operators mainly for Network
facility and Call rate facility.

11. Customer’s opinion on network satisfaction:
0%
10%
20%
30%
40%
50%
60%
GP Airtel Robi Banglalink Others
5%
15%
10%
14%
0
12%
50%
22%
20%
40%
8%
5%
10%
6%
0
51%
20%
48%
54%
50%
24%
10% 10%
6%
1%
Strongly
disagree
Disagree
Neutral
Most of the Airtel users are dissatisfied about their network
facility.

12. Customer’s opinion on low call rate:
0%
10%
20%
30%
40%
50%
60%
70%
39%
10% 10%
6%
0
25%
20%
27%
15%
20%
13%
5%
10%
6%
20%
17%
55%
52%
60% 60%
10% 10%
9%
13%
0%
Strongly
disagree
Disagree
Neutral
Most of the GP users are dissatisfied about their operator’s call
rate.

13. Customers’ opinion on package attractiveness:
0%
10%
20%
30%
40%
50%
60%
5% 6%
11%
4%
15%
40%
18%
34%
9%
40%
13%
10%
16%
10%
28%
23%
45%
29%
57%
19%
21%
10%
20%
2%
Strongly disagree
Disagree
Neutral
Agree
Strongly agree
Banglalink and Airtel users find their operators packages more
attractive than GP, Robi and other operators.

14. Customer opinion on fast internet speed:
0%
10%
20%
30%
40%
50%
60%
70%
29%
10%
5% 7%
0
15%
35%
42%
6%
0
10%
25%
26%
13%
20%
41%
15%
21%
47%
60%
5%
15%
6%
27%
20%
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Most of the Airtel and Robi users are dissatisfied about their
operators’ internet speed.

15. Customers’ opinion on good FNF facility of their operator:
Airtel and Banglalink users think they receive good FNF facility
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Gp Airtel Robi Banglalink Others
2%
3%
28%
2%
11%
37%
8%
36%
9%
43%
11%
13%
19%
15%
26%
20%
46%
13%
43%
18%
30% 30%
4%
31%
2%
Strongly disagree
Disagree
Neutral
Agree
Strongly agree

16. Recommendation
 GP should focus on lower call rate to attract
students.
 Airtel should enhance their network facility and
all the operators can give importance on their
network coverage.
 All the operators can focus on internet speed.
 49% of female users prefer Banglalink. Other
operators can launch attracting features to attract
female.
 Consistency should be maintained in between
operators’ service and subscribers demand.

17. To begin with customer satisfaction is such a term that
customers avail from a product or service and if it is
positive then it adds value to a company or a brand. No
doubt, to achieve strong position mobile phone operators of
our country should provide their service in such way which
meets customers’ needs and satisfy them.
CONCLUSION

18. THANK YOU