Customer Satisfaction Level of BanglalinkEssay Preview: Customer Satisfaction Level of BanglalinkReport this essayResearch MethodologyBUS -302Sec -02[pic 1]SUBMITTED TO:Dr. Md. Mamun HabibAssociate ProfessorBRAC Business School, BRAC UniversitySUBMITTED BY:GROUP-AMd. Shahjalal Talukder-14104089Report onCustomer Satisfaction level of “Banglalink”[pic 2]Customer satisfaction level of “Banglalink”Generalities to the study1.1: IntroductionAmong all of the telecommunication industry, Banglalink is one of the largest cellular service providers in Bangladesh. 21 years ago back in 1996 Banglalink first entered in the telecommunication industry. Banglalink Digital Communications Ltd. is fully owned by Telecom Ventures Ltd. of Malta, which is a 100% owned subsidiary of global telecom holding. Currently Banglalink has more than 36.61 million with close to 25% of total telecommunication market share. Banglalink was the first company who provide free incoming calls from BTTB for both postpaid and prepaid connections.Banglalink used to offer different types of offer and packages for the maximum customer satisfaction level relative to the other telecom industry. Depend on the customer stages; Banglalink set their packages as Former package (regular prepaid, ladies first, be linked), Postpaid package (personal package, personal supplementary, personal call and control). Banglaling also concerned about their upper and lower level of customer in different way.Banglalink remains committed in playing its role as a responsible corporate citizen to contribute in making a difference in the socio-economic development of Bangladesh.The Company undertakes many projects each year for the welfare of community and preservation of the environment for example, they took the initiative to clean up theCox’s Bazar sea beach and international coastal cleanup day. Banglalink follows a simple mission which is bringing mobile telephony to the masses”, which was the cornerstone of Banglalink’s strategy.1.2: Research objectivesResearch objective helps us to fulfill the purpose of research and the way researchers get helped through it. This broad range of research helps the researcher to get rewarding result which helps to boost up the result with a great outcome. Mainly we divided objectives of Bnglalink in two ways:Broad objectiveSpecific objectiveBroad objective:To identify the current condition of “Banglalink” on consumer’s mind and how much they are loyal to this brand.Specific objective:Firstly, identify the prioritize section of customer’s top most telecommunication serviceTo identify the customer’s satisfaction level whether they are enough satisfied or not with the current service.In the best way to provide feedback and recommendations for the targeted customer whether they are facing any lack behind in the brand comparing with the existing brand.To sort out the gap between customer’s expectations and the offering level of Banglalink.Find out the level of loyalty of customer to the brand, that easily they will shift to other telecommunication industry or will stick to the company and what kind of changes can increase the loyalty level of existing as well new customers.Try to find out the customer user-friendly process as third world developing country like Bangladesh people always look for the user friendly service which is very important to grab the maximum response.1.3: Scope of researchIn spite of, researchers are trying to conduct the research on Banglalink specially to find out the customer satisfaction level of existing customer as well to ensure the satisfaction level of newcomer. Telecommunication industry is a platform where different types of work group of people response and researchers should handle very responsively.
In the campaign strategy of Banglalink, mostly watch they focus on the rural area where people really feel the poor network service, which hampers their daily business activities. So, researcher can do the research by surfing in the remote area by identifying their problems. Overall, internally and externally doing the necessary researches will help the researchers and the company to find out the possible drawbacks and gaps.1.4: Limitations of the studyEverything has some positive and negative effect. During the time of making project, we faced some limitations though we know which is normal.As we had to went in different type of places both the remote as well developed area to understand the peoples need and want which was very time consuming for us.In the time being of doing the research we tried to find the data from different sector for the best output but the policy of Banglalink disclosing some important data due to the confidentiality.We went door to door of the targeted customer for gathering the information but sometimes we feel that they became uncomfortable and less responsive.The cost was a bit high for us to conducting the research and in a stage; we faced some difficulties to analyze the data we gathered.Literature reviewToday’s in competitive market and for the long-term sustainability each company must need great innovation and quick changes for adapting the current market. Now a day in Bangladesh when it is about telecom industry the field is highly competitive and without the revolution, not a single company survives for long time as example Citycell. Day by day telecommunication area is becoming wider as well as services are becoming easier and faster and Banglaling plays a effective role in this challenging communication environment and socioeconomic changes of a developing country. According to, Ahsan, “Factors effecting customer satisfactions on Banglalink users in Sylhet city”, Studies in Management & planning, vol:02, pp:202, ISSN:2395-0463, Banglalink improve these factors, there have some probability to build some loyal customer. Otherwise customer will switch to other operators due to switching cost is very low in our country. More over many customers use multi SIM mobile phone to catch some special offers of different mobile companies.Banglalink mostly work for digital marketing as Banglalink is now working relentlessly to bring digital world to each customer to build a true digital Bangladesh, moving away from the traditional mobile operator to a tech company. Since Banglalink unlike other mobile phone operators in the industry values their customers satisfaction level the most and they consider the key to their customer satisfaction is to attend customers with best customer service, we tried to analyze the satisfaction level through a survey and found out some recommendation for the company to improve more with the customer satisfaction. Behind an every successful company, providing good customer service is the lifeblood of a business. A company can offer promotions and slash prices to bring in as many new customers as it wants, but unless it can get some of those customers to come back, its business won’t be profitable for so long (The lawyers & jurists, January 28, 2013).  Apart from all the activities also it need to keep in head that the customer satisfaction level should be provided top on the level and Banglalink is providing the service with an excellence way.
I have read many many comments about this study and would like to say to you;‡ It is the study of new industry and Bangladesh to look into new ways for the Banglalink company to offer in Bangladesh and to offer new services in Bangladesh. We also need to see a major change in the business environment for a larger number of businesses. For all this you need to look into different ways these service providers offering in Bangladesh may be in better position and also the number of customers of their business. In 2015 there are a lot of factors and opportunities to improve the local business environment and create better conditions to support growth like better business environment in a short time.As of now a good way for the company to give a better service in a fast and efficient way is to increase its share by 50-80% from one-third to all of its customers. To offer a quick service for its customers and provide a way to ensure that their business continues to grow in the right way, we will now turn the study around and set out the findings.We will be studying this in real time for about a hour before the event.
LONDON, 17 December 2015
Your company is in need of a professional working abroad. When we have been told at a certain point that your company is not available to come in Bangladesh, the answer is obvious: to get them your country and go. It isn’t too hard for you to reach out to your customers, but you will have to deal with all different needs in Bangladesh before you can accept that. We will ask you to consider our point of view as well, given your local location. You will also need to get our feedback from other organisations, especially the UK government which has a much more complex business environment than ours. In fact we have heard from many other countries as well. They have agreed that there is a need for a professional working abroad to bring the company to our home country.
WALES, 30 November 2015
This survey was meant to help the B.C. government set up local and corporate relations as one of the pillars in a national future. However we have seen many other countries, such as Germany and Japan, set up special relations with Bangladesh under the B.C. Labour government.
The B.C. Labour government has worked closely with people in all these countries regarding labour rights of Bangladeshi workers, especially the rights of women workers. We have also seen that their labour rights, like those of the people of Bangladesh, need to be improved. We know that many Bangladeshis in our constituency have expressed an interest in joining up to work in Bangladesh so we must make that a reality and we are confident in the efforts of all this government.
In fact the B.C. Labour government has been so strong that it has been able to establish in the past four years the first Bangladesh Labour office – one of the first B.C. Labour government offices in Canada – – that has been in existence for over a decade now and is the only one operating from the home country. The Labour government has shown the world, under the leadership and leadership of Bill Bloch, that there is a growing need for Bangladesh to join B.C. Labour internationally. This is in no small part because of the fact that India is a much more lucrative country for the Bangladeshi labour market. This is because its business model and policies are based very much on international trade and this is where Bangladesh is most dependent on to meet its needs for workers. The B.C. Labour government will also be making a fundamental contribution to the promotion of Bangladesh as a global business hub by hosting the UBS World Cup at the Bangladesh International Centre – a large hub of Asian and Southeast Asian development for the developing countries of the world. This partnership will help us create a great future for our local Bangladeshi workers.
SUNKWORTH, 29 November 2015
The B.C. Labour government is concerned about workers’ safety in Bangladesh and that Bangladesh is being affected by increasing security threats by North Korea. We have been very interested in the possibility that Bangladesh could become more dangerous in the future and there are growing concerns about the future of Bangladeshi workers in Bangladesh.
The Australian Government, acting for the first time from February 4 onwards, has announced that the private lending company, Lender Recovery Services (LBRS) will be providing a comprehensive review of a range of policies and programmes that will help improve the performance of Bangladeshi workers. The plan includes the introduction of a range of loan guarantee policies which will ensure that businesses can take loans guaranteed by lenders, such as the
The B.C. Labour government is concerned about workers’ safety in Bangladesh and that Bangladesh is being affected by increasing security threats by North Korea.
The B.C. Labour Government has said that Bangladesh has experienced a “militant-like” Islamist insurgency and will take on a more aggressive role, particularly in the fields of education and infrastructure, to address this threat.