Customer satisfaction mobile phone services: an empirical study on Grameen Phone (GP) and Banglalink (BL) in Bangladesh

Haque, A. K. M. Ahasanul and Nuruzzaman, N and Kalam, Abul (2011) Customer satisfaction mobile phone services: an empirical study on Grameen Phone (GP) and Banglalink (BL) in Bangladesh. International Business Management, 5 (3). pp. 140-150. ISSN 1993-5250

PDF (Customer satisfaction mobile phone services) - Published Version Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial. Download (736kB) | Request a copy

Abstract

This study is to examine the satisfaction of customers towars the mobile phone services in Bangladesh based on the Mertin Fishbein's multiattribute attitude model. Some important factors or attributes (i.e., services) of GP and BL that affect the satisfaction level of the customers have been identified where customers give special emphasis. Two leading companies (GP and BL) and nine factors out of 28 have been considered for the convenience of the study. It was examined from the study that customers of Banglalink are more satisfied than the Grameen Phone (GP). Means differences of differents factors for the two companies are measured through t-test for test significance. Outcomes of the study may be used as an index by the mobile phone service providers for improvement of their services to satisfy the customers.

Item Type:	Article (Journal)
Additional Information:	5056/3848
Uncontrolled Keywords:	customer satisfaction, mobile services providers, GP, Banglalink, special emphasis, Malaysia
Subjects:	H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences
Depositing User:	Prof. Dr Ahasanul Haque
Date Deposited:	19 Sep 2011 11:11
Last Modified:	13 Dec 2011 11:32
URI:	http://irep.iium.edu.my/id/eprint/3848

Actions (login required)

View Item