A Term Paper

ON A Comparison of Customer Satisfaction Between GrameenPhone & Banglalink

A Term Paper
The Comparison of Customer Satisfaction Between Grameen Phone and Banglalink.

On

Course Code: BUS-405 Course Title: Research Methodology for Business

Submitted To: Sahadat Hossain Lecturer in Management.

Submitted By: NAME K.M.Zobaed Iqbal Shahinoor Hoque Jabun Nahar Pieya 08093101095 08093101106 08093101096 ID

Bangladesh University of Business & Technology (BUBT)

Dhaka Commerce College Road, Mirpur, Dhaka-1216 Date of Submission: 5th, May, 2012

ii

iii

ACKNOWLEDGEMENT

By the grace of Almighty Allah, the most benevolent merciful, we have been successfully to complete this Term Paper. Then we are grateful to my adorable parents who had bring me in this world and given me the opportunity to study and my parents like course instructor Sahadat Hossain who have given better direction to complete this Term Paper.We do not claim that this report is original in presentation. We have collected materials from different sources. We greatly acknowledge all suggestions received to enhance further the value of this report. The suggestion has been incorporated whenever possible. We are trying to give our best efforts notwithstanding small errors do creep into the project. We are ever gratefully to our followers for drawing our attention to such, so that they may squash. We are extremely grateful to our honorable teacher Sahadat Hossain, Lecturer in Management Bangladesh University of Business & Technology, Who constantly took keen interest in boosting our morale and in spite of his busy schedule. It is our pleasant duty to put on record our sincere thanks to many of our friends for their occasional helps and encouragements in different stages of writing the manuscript. While every effort has been made to ensure accuracy, it cannot be claimed that the Term Paper is error-free. In case of any confusion or doubt on any aspects of this Term Paper, we may contract in any time.

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5th,May,2012

Sahadat Hossain Lecturer in Management Bangladesh University of Business and Technology (BUBT) Mirpur-2, Dhaka-1216. Subject: Submission of Term paper

Dear Sir, With due respect, we would like to inform you that, this is the Term Paper which was assigned to us. This Term Paper is prepared as titled The Comparison of Customer Satisfaction between GrameenPhone & Banglalink In this Term Paper, we have tried our best to provide all information as per requirement. We are confident that this Term Paper contains all the specific requirements. But because of time, cost constraints, it is evident that it may contain some minor mistakes for which we feel sorry from core of our heart. I shall be glad to answer any kind of question about any matter relating to this Term Paper and I shall be pleased to provide further clarification if necessary

On the behalf of group K.M.Zobaed Iqbal

Signature;

iv

List of Acronym
Num ber 1. 2. Name GrameenPhone Banglalink Acronym GP BL

List of Table & Graph

SL. No. Part-4 Sub No. List of Table Page no 9-9

4.1

Formulating hypothesis:

4.1.1.

Determination of average expenditure of Banglalink Determination of average expenditure of GrameenPhone:

customer customers

9-9

4.1.2

9-9

4.1.3.

Determination of customer satisfaction level of GrameenPhone:

11-11

4.1.4.

Determination of customer satisfaction level of Banglalink:

11-11

4.1.5 4.1.6

Determination of GrameenPhone customers thinking of connection burden Determination of Banglalink thinking of connection burden customers

13-14 14-14

4.1.7

Determination of GrameenPhone customer averages call charge:

15-15

4.1.8

Determination of Banglalink averages call charge:

customer

15-16

4.1.9

Determination of GrameenPhone playing role of economic development of Bangladesh

4.1.10.

Determining the Banglalink playing role of

economic development of Bangladesh

vi

4.3

Analyzing the result:

4.3.1

The analyzing the result of hypothesis of average customer expenditure between GrameenPhone & Banglalink: The analyzing the result of hypothesis of customer satisfaction between GrameenPhone & Banglalink The analyzing the result of hypothesis of customer satisfaction between GrameenPhone & Banglalink:

4.3.2

4.3.3

4.3.4

The analyzing the result of hypothesis of GrameenPhone customers thinking about changing their call charge:

4.3.5

The analyzing the result of hypothesis of Banglalink customers thinking their mobile operator playing a significant role of economic development of Bangladesh

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SL. No.

Sub No.

List of Table

Page no iii

ACKNOWLEDGEMENT

Letter of Transmittal

iv v

List of Acronym

List of Table & Graph

vi-vii

EXECUTIVE SUMMARY

xi

Part-1

1.0 1.1 1.2 1.3

Introduction
Background: Objectives Methodology

1-2 1-1 1-1 1-1

1.4 1.5

Scope of the report Limitations

2-2 2-2

Part 2

2.0 2.2.1

History of The Industry

GrameenPhone

3-3 3-3

viii

2.2 .2

Banglalink

3-3

2.2.3

The Vision of The Banglalink:

4-4

2.2.4

The Mission Statement of Banglalink:

4-5

2.3

Market Intervention:

4-5

2.3.1

Market intervention of GrameenPhone:

4-4

2.3.2

Market intervention of Banglalink

4-5 5-6

2.4

Product Description:

2.4.1

GrameenPhone product description

5-6

2.4.2

Banglalink product description

6-6

Part3

3.1

Review of Literature:

7-7

3.2

Determining Variables:

7-7

3.3

Constructing theoretical framework

7-8

3.4

Explaining the relationship

8-8

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Part-4

4.1

Formulating Hypotheses Testing the Hypotheses Analyzing the Results

Finding of the study

9-20 9-20 9-20 21-21

4.2 4.3 Part-5 5.1

5.2 5.3

Conclusion Recommendations

21-21 21-21

EXECUTIVE SUMMARY

Knowledge and learning become perfect when it is associated with theory and practice. Theoretical knowledge gets its perfection with practical application. As our educational system predominantly text based, here, students can train and prepare themselves for the job market In today's world only academic education does not make a student perfect to become competitive with the outside world. Practical work is highly needed to gain idea, knowledge and experience from all over the world. Bangladesh University of Business and Technology, One of the reputed business schools in Bangladesh, has designed the curriculum of the BBA course such a way that the international standard graduates will be produced. For the partial fulfillment of BBA program, our faculty of Management assigned us to write a term paper on The Comparison of Customer Satisfaction between GrameenPhone & Banglalink. We have collected some basic information from the internet and we collected some primary data from doing a survey with the help of questionnaire. We wish after completing BBA program we will able to use that knowledge in business fields.

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Part 1
1.0 Introduction 1.1 Background: Bangladesh University of Business and Technology, One of the reputed business schools in Bangladesh has designed the curriculum of the BBA course such a way that the international standard graduates will be produced. For the partial fulfillment of BBA program, our faculty of Management assigned us to write a report on A Comparison of Customer Satisfaction between GrameenPhone & Banglalink. This term paper is related to identify of two companies customer satisfaction level report prepared as a requirement for the completion of the Research & Methodology for Business a course that is included in BBA program of Bangladesh University of Business and Technology (BUBT). The primary goal of this report is to provide minimum knowledge about preparing research. 1.2 Objectives

To gather knowledge about telecommunication of Bangladesh. To apply a sample to assessment of customer satisfaction level of these two companies. To draw hypothesis by using statistical tools. To learn a research system.

1.3 Methodology: 1.3.1. Type of Research: This Proposal is a descriptive type of research in nature and it administered by collecting primary data. It has tried to use the primary sources of collecting information by the help of a customer survey of GrammenPhone & Banglalink. 1.3.2. Sources of data: In order to attain the objective of the study in this term paper all-necessary information are prepared by collecting both from secondary sources of data and primary data. 1.3.2.1. Primary sources: Generally, primary data is collected directly. We have done a survey. Therefore, we have collected potential information from primary sources. 1.3.2.2. Secondary sources: Secondary data collected to make the term paper concrete. These data has been collected from web sites and finally we have able to write this term paper.

1.4 Scope of the report: The scope of the term paper is confined to customer satisfaction between Grameen Phone and Banglalink. The term paper is the consisted analysis of several customer satisfaction factors. 1.5 Limitations: The study is not free from some limitations because this term paper research is done on the basis of a sample and also it is used statistical tools. We know statistics may give us a approximately nearest result. Following limitations have faced during the study and the time of working & data collection:

Time and budget constraints for this kind of term paper. Lack of instrumental facilities to get proper information. Only simple questioners were used for data collection. Due to the confidentiality concern, much detailed information could not retrieve.
narrowed the scope of accurate analysis.

Lack of Records, Sufficient books, unavailable information in website. These constraints

Part 2 2.1 History of The Industry:

2.1.1 GrameenPhone: Grameenphone is the largest cellular operator in the country. 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, the largest telecommunications company in Norway, owns 55.8% shares of Grameenphone, Grameen Telecom owns 34.2% and the remaining 10% is publicly held. Grameenphone was the first company to introduce GSM technology in Bangladesh.[4] It also established the first 24-hour Call Center to support its subscribers. With the slogan Stay Close, stated goal of Grameenphone is to provide affordable telephony to the entire population of Bangladesh. GP was also the first operator to introduce the pre-paid service in September 1999. GrameenPhone offers the widest coverage in Bangladesh. From the very beginning, GrameenPhone placed emphasis on providing good after-sales services. In recent years, the focus has been to provide after-sales within a short distance from where the customers live. There are now more than 600 GP Service Desks across the country covering nearly all sub-districts of 61 districts. In addition, there are nine GP Customer Centers in all the divisional cities and they remain open from 8am-8pm every day including all holidays. 2.2 .2 Banglalink: Sheba Telecom(PVT Ltd)-after talking lots- finally was granted license in 1989[6] to operate in the rural areas of 199 upazilas. Later it obtained GSM license in 1996 to extend its business to cellular mobile, radio telephone services. It launched operation in the last quarter of 1997 as a Bangladesh-Malaysia joint venture.In July, 2004, it was reported that Egypt based Orascom Telecom is set to purchase the Malaysian stakes in Sheba Telecom through a hush-hush deal, as Sheba had failed to tap the business potentials in Bangladesh mainly due to a chronic feud between its Malaysian and Bangladeshi partners. An agreement was reached with Orascom worth US$25 million was finalized in secret. The pact has been kept secret for legal reasons, considering financial fallout and because of the feud.The main reason for the undercover dealing was the joint venture agreement between the Bangladeshi and the Malaysian partners, which dictates that if any party sells its Sheba shares, the other party will enjoy the first right to buy that.Integrated Services Ltd. (ISL), the Bangladeshi partner, was being officially shown as purchasing the shares held by Technology Resources Industries (TRI) of Malaysia for $15 million. ISL then paid another $10 million to Standard Chartered Bank to settle Sheba's liabilities.In September, 2004, Orascom Telecom Holdings purchased 100% of the shares of Sheba Telecom (Pvt.) Limited (Sheba). It was acquired for US$60 million. Sheba had a base of 59,000 users, of whom 49,000 were regular when it was sold.[7] Afterward it was re-branded and launched its services under the Banglalink brand on February 10, 2005. Banglalinks license is a nationwide 15-year GSM license and will expire in November, 2011.In March, 2008, Sheba Telecom (Pvt.) Limited changed its name as Orascom Telecom Bangladesh Limited, matching its parent company name.

2.2 Vision & Mission of the Company:

2.2.1 The Vision of The GrameenPhone: To be leading provider of telecommunication services all over Bangladesh withsatisfied customers and shareholders, and enthusiastic employees 2.2.2 The Mission Statement of GrameenPhone: GrameenPhone Ltd. aims at providing reliable, widespread, convenient mobile and cost effective telephone services to the people in Bangladesh irrespective of where they live. Such services will also help Bangladesh keep pace with other countries including those in South Africa region and reducing her existing disparity in telecom services between urban and rural area. 2.2.3 The Vision of The Banglalink: Banglalink aims to understand peoples' needs best and develop appropriate communication services to improve peoples' life and make it simple. All works are aimed towards meeting their vision. 2.2.4 The Mission Statement of Banglalink: Banglalinks success was based on a simple mission: "bringing mobile telephony to the masses"

2.3 Market Intervention:

2.3.1 Market intervention of GrameenPhone: GP is the number 1 mobile operator with 44% market share (September, 2010). - For the fiscal year ended December 2009, GP generated total revenues of BDT 6S.3Bn (030942.8mn) and EBITDA of ROT 37.2Bn (USD 537.lmn), representing an EBITDA margin of 57% - Initial apex cycle of geographical coverage build out complete. - One of the largest ISPs in Bangladesh with approximately 4.5mn active subscribers. - Its network covers over 99.14% of the population in all 64 districts of Bangladesh and 88.84% of the total land area, and the network infrastructure included around 114,000 - Grameenphone operates on both OSM 900 & 1800 bands with a bandwidth of 22MHz. The recent allocation of 7,4M1-lz to OP in addition to the 14.6MHz it already has will help to decrease the pressure on GPs network. OP has 11300 base stations in over 6500 locations across Bangladesh. 2.3.2 Market intervention of Banglalink: Definitely there is no justification brooding on the past unless we utilize that experience in the further course of time. Lets try to find out the present standing of Banglalink. Subscriber Base:

At present there around 1, 00, 00,000 subscriber of Bamglalink. Among them there are 850,000 prepaid and 2450 postpaid and 20,287 PCO subscriber Customer Care: There are eleven customer cares of Banglalink situated on Dhaka,Mymenshing, Barisal, Khulna, Bogra, Chittagong, Uttara, Faridpur, Sylhet, Rajshahiand Comilla etc. Changes Taken Place In The Market

2.4 Product Description:

2.4.1 GrameenPhone product description: Xplore

Xplore is a postpaid connection and is available with Mobile to Mobile with BTCL connectivity. BTCL incoming is free in Xplore.
Shohoj Grameenphone prepaid connection comes with this pre-activated package where you will be able to talk to any operator number at a low, flat rate of Tk 0.79. Bondhu This package with the highest number of F&Fs allows you to talk to your near and dear ones at the lowest rate. Apon You can talk to over 31 million Grameenphone numbers at a very low rate of 49 Paisa per minute. Baadhon "Baadhon" is a special package which is very suitable for the rural population of Bangladesh. Spondon Spondon is the new attractive price plan from Grameenphone which gives you the opportunity to Pay only as much as you will talk Smile The Grameenphone Smile prepaid connection now gives you more freedom, more opportunities and more reasons to smile!!

djuice

New djuice price plan from Grameenphone Ltd. is designed with the Youth in mind!

2.4.2 Banglalink product description: Banglalink desh Banglalink "desh" was launched in september 2006. Banglalink desh is the best prepaid package for making calls to any network in any time. Banglalink desh ek rate: As the package name suggests - through this offer, customers can enjoy a single rate of tk. 0.89/min to any number 24 hours a day. Banglalink desh ek rate darun banglalink brings ek rate darun which has a highly competitive tariff option of tk. 1.09/min in 1st min and from 2nd min onwards tk. 0.69/min. Banglalink desh rangdhanu: Banglalink has once again hit the market with another exciting offer rangdhonu! with this package, Banglalink customers will be able to talk for half an hour by paying for only 5 minutes!

Banglalink desh 7fnf Banglalink launches a new package with 7 fnf numbers to any operator. any prepaid customer can migrate to the new desh package by typing reg and sending sms to 2000. 1-second pulse banglalink has introduced 1 second pulse for its customers. the new banglalink desh 1 second package provides customers 1 second pulse to any operator any time of day. this means customers will now only pay as much as they talk and the charge is only 2 paisa/sec any time in any local number. Banglalink desh special fnf: Banglalink presents yet another attractive package, banglalink desh special fnf. as the name suggests, now you can talk to someone special at only 29 paisa/minute. the package also includes two fnfs at only 59 paisa/minute. Banglalink desh obiram : Banglalink has launched banglalink desh obiram package for the customers who enjoy long calls. it offers lower call rate for longer conversation. Customers can enjoy lowest call rate of 25 paisa/minute in long conversations

Part- 3 3.1 Review of Literature:

The review of literature of this report helps us to increase our knowledge in the field of telecommunication. Although it also help us to know about customers need and demand of Gp and Banglalink given packages. When I do this research then some point impact, us much on the point of several reviews and those are written shortly below: Self Study Reviews: This research increases our self-confidence level as we will able to do research on several topics at future. Context reviews: Our confidence level was very high, so we have done it easily. Theoretical review: We have compared different theoretical issues as like respondent age, income, occupation etc during the survey. Integrative Review: After surveying we have integrate several issue as like several causes to use the connection by customer, most talking time etc which help us to

3.2 Determining Variables:

The terms "dependent variable" and "independent variable" are used in similar but subtly different ways in mathematics and statistics as part of the standard terminology in those subjects. They are used to distinguish between two types of quantities being considered, separating them into those available at the start of a process and those being created by it. Some of these variables of GP and Banglalink are written below: Suppose average monthly expenditure of Banglalink and GrameenPhone may depend on total monthly income of customers. Here total monthly income of customers in independent variable and total expenditure of customers is dependent variable. So the average monthly Income of Banglalink and GrameenPhone is sown in a regression formula below: Average monthly expenditure=Line charge+ The percentage of per day expenditure of income* Total monthly income of customer As like to determine the customer satisfaction of Banglalink and GrmeenPhone the dependent variable will customer satisfaction and the intervening variable may service and between customer satisfaction and service moderating variable may customer caring units, call rates, network, and packages etc.

3.3 Constructing theoretical framework:

Theoretical framework is the foundation on which entire the foundation on which entire research project is based. It is the network of variable, which are determined through observation interview and literature survey. Here Banglalink and GrameenPhone customer satisfaction theoretical framework network is shown below:

Customer Services

Call rate GrameenPhone& Banglalink Customer satisfaction level.

Network

Packages

Independents Variables

Depended Variable

3.4 Explaining the relationship:

The previews research showed that the customer satisfaction level between GrameenPhone and Bnglalink was varies on some independent variables such as customer services, call rates, network and packages. Here also the customer satisfaction level between GrameenPhone and Bnglalink is varies based on those variables. The customer satisfaction is a dependent variable because it is dependent on those independent variables. If Banglink want to decrease their call rated then their customer satisfaction will than GrameenPhone, similarly GrameenPhone also can decrease their call rates than Banglalink to make higher satisfaction level of their customers. Between these companies customer satisfaction level may vary on the basis of good services as an independent variable. Again we have seen that GrameenPhone customer is more satisfy than Banglalink because good network of GrameenPhone. The customer satisfaction level between these companies also may vary on the basis of a independent variable named packages because customer like good packages offer, so they may switch one to another companies and together their satisfaction level also fluctuate. So we can there has a strong relationship between those independent variables and dependent variable as customer satisfaction of GrameenPhone and Banglalink.

Part 4 8

4.1 Formulating hypothesis:

4.1.1. Determination of average customer expenditure of Banglalink:
Class Limit 0-20 20-40 40 -60 60-80 80-100 Mid Point(x) 10 30 50 70 90 Frequency(f) 5 6 5 5 0 N =21 Fx 50 180 250 350 0 fx =830 (x-x ) -29.524 -9.5238 10.4762 30.4762 50.4762 (x-x ) 871.655 90.7029 109.751 928.798 2547.85 f(x-x ) 4358.28 544.218 548.753 4643.99 0 f(x=10095.2

x )

x fx/n=830/21 = =39.5238 = = =22.46691 4.1.2 Determination of average customers expenditure of GrameenPhone:

Class Limit 0-20 20-40 40 -60 60-80 80-100 Mid Point(x) 10 30 50 70 90 Frequency(f) 7 12 5 5 0 N =29 Fx 70 360 250 350 0 fx =1030 (x-x ) -25.517 -5.5172 14.4828 34.4828 54.4828 (x-x ) 651.13 30.44 209.75 1189.06 2968.37 f(x-x ) 4557.91 365.279 1048.75 5945.3 0 f(x- x ) 11917.2

x fx/n = =1030/29 =35.5172

= =20.63046 4.2 Testing the hypothesis: 4.2.1. The test of hypothesis of average customer expenditure between GrameenPhone & Banglalink:
Company name GrameenPhone Banglalink x 35.5172 39.5238 20.63046 22.46691

H :1= 2, H1: 12. Comment: There has significant level of customer expenditure difference between GrameenPhone & Banglalink.

Calculation of standard error: x .=

= =6.221953

Comments: It is a two tail sample test and our sample is n1+n2>30. Hence we can use z distribution in 95% confidence level where =.05 and the critical value is 1.96. Z=

= =0.643946

4.3 Analyzing the result:

10

4.3.1 The analyzing the result of hypothesis of average customer expenditure between GrameenPhone & Banglalink:

-1.96

1.96

As our calculated value is less than the critical value, Hence we may accept the null hypothesis. So we can conclude that there have no significant level customer expenditure deference between GrameenPhone & Banglalink.

4.1 Formulating hypothesis:

4.1.3. Determination of customer satisfaction level of GrameenPhone:
Class Limit 0-40 40-60 60 -80 80-100 Mid Point(x) 20 50 70 90 Frequency(f) 7 12 5 5 n= 29 Fx 140 600 350 450 fx =1540 (x-x ) -33.1034 -3.10345 16.8966 36.8966 (x-x ) 1095.84 9.63139 285.493 1361.36 f(x-x ) 7670.87 115.577 1427.47 6806.78 f(x- x ) =16020.7

x fx/n=1540/29 = =53.10345 = = =23.92002

4.1.4. Determination of customer satisfaction level of Banglalink:

Class Limit 0-40 40-60 60 -80 80-100 Mid Point(x) 20 50 70 90 Frequency(f) 5 6 5 5 n =21 Fx 100 300 350 450 fx =1200 (x-x ) -37.1429 -7.14286 12.8571 32.8571 (x-x ) 1379.59 51.0204 165.306 1079.59 f(x-x ) 6897.96 306.122 826.531 5397.96 f(x- x ) 13428.6

x fx/n =

11

=1200/21 =57.14286 = = =25.91194 4.2 Testing the hypothesis: 4.2.2 Hypothesis testing of customer satisfaction level between GrameenPhone & Banglalink:
Company name GrameenPhone Banglalink x 53.10345 57.14286 23.92002 25.91194

H:1= 2, H1: 12. Comment: There has significant level of customer satisfaction difference between GrameenPhone & Banglalink.

Calculation of standard error: x .=

= =7.190459 Comments: It is a two tail sample test and our sample is n1+n2>30. Hence we can use z distribution in 95% confidence level where =.05 and the critical value is 1.96.

12

Z=

= 4.3 Analyzing the result:

=0.561774

4.3.2 The analyzing the result of hypothesis of customer satisfaction between GrameenPhone & Banglalink:

-1.96

1.96

As our calculated value is less than the critical value, Hence we may accept the null hypothesis. So we can conclude that there have no significant level deference between customer satisfaction of GrameenPhone & Banglalink 4.1.5 Determination of GrameenPhone customers thinking of connection burden:
Class Limit 0-40 40-60 60 -80 80-100 Mid Point(x) 20 50 70 90 Frequency(f) 0 2 9 18 n =29 Fx 0 100 630 1620 fx =2350 (x-x ) -61.0345 -31.0345 -11.0345 8.96552 (x-x ) 3725.21 963.139 121.76 80.3805 f(x-x ) 0 1926.28 1095.84 1446.85 f(x- x ) =4468.97

x fx/n=2350/29 = =81.03448 = = =12.63352

13

4.1.6 Determination of Banglalink customers thinking of connection burden:

Class Limit 0-40 40-60 60 -80 80-100 Mid Point(x) 20 50 70 90 Frequency(f) 4 3 4 10 n =21 Fx 80 150 280 900 fx =1410 (x-x ) -47.1429 -17.1429 2.85714 22.8571 (x-x ) 2222.45 293.878 8.16327 522.449 f(x-x ) 8889.8 881.633 32.6531 5224.49 f(x- x ) =15028.6

x fx/n = =1410/21 =1410/21 =67.14286 = = =27.41223 4.2 Testing the hypothesis: 4.2.3 Hypothesis testing of GrameenPhone & Banglalink customers thinking of connection burden:
Company name GrameenPhone Banglalink x 81.03448 67.14286 12.63352 27.41223

H:1= 2, H1: 1>2. Comment: There has significant level of GrameenPhone customers who are thinking their mobile connection is burden for them. Calculation of standard error:

14

.=

= =6.1218 Comments: It is an one tail sample test and our sample is n1+n2>30. Hence we can use z distribution in 95% confidence level where =.05 and the critical value is 1.64. Z=

= 4.3 Analyzing the result:

=-2.26921

4.3.3 The analyzing the result of hypothesis of customer satisfaction between GrameenPhone & Banglalink:

-1.64

1.64

As our calculated value is more than the critical value, Hence we may reject the null hypothesis and may accept the alternative hypothesis. So we can conclude that most of the GP customer may think that their mobile connection is burder for them. 4.1.7 Determination of GrameenPhone customer averages call charge:
Class Limit 0-40 40-60 60 -80 80-100 Mid Point(x) 20 50 70 90 Frequency(f) 10 13 6 0 N =29 Fx 200 650 420 0 fx =1270 (x-x ) -23.7931 6.2069 26.2069 46.2069 (x-x ) 566.112 38.5256 686.801 2135.08 f(x-x ) 5661.12 500.832 4120.81 0 f(x- x ) =10282.8

15

x fx/n = =1270/29 =43.7931 = = =19.16354 4.1.8 Determination of Banglalink customer averages call charge:
Class Limit 0-40 40-60 60 -80 80-100 Mid Point(x) 20 50 70 90 Frequency(f) 9 9 1 2 n =21 Fx 180 450 70 180 fx =880 (x-x ) -21.9048 8.09524 28.0952 48.0952 (x-x ) 479.819 65.5329 789.342 2313.15 f(x-x ) 4318.37 589.796 789.342 4626.3 f(x- x ) =10323.8

x fx/n = =880/21 =41.90476 = = =22.71983 4.2 Testing the hypothesis: 4.2.4 Hypothesis testing of GrameenPhone & Banglalink call charge:
Company name GrameenPhone Banglalink x 43.7931 41.90476 19.16354 22.71983

H:1= 2, H1: 1>2.

16

Comment: There has significant level of GrameenPhone customers who thinks their mobile call charge should change. Calculation of standard error: x .=

=6.102786

Comments: It is an one tail sample test and our sample is n1+n2>30. Hence we can use z distribution in 95% confidence level where =.05 and the critical value is 1.64. Z=

=-0.30846 4.3 Analyzing the result: 4.3.4 The analyzing the result of hypothesis of GrameenPhone customers thinking about changing their call charge:

- 1.64

1.64

As our calculated value is less than the critical value, Hence we may accept the null hypothesis and reject the alternative hypothesis. So we can conclude that there vhas no significant level difference of thinking between the GP and BL customers thatt their call charge may change

17

4.1.9 Determination of GrameenPhone playing role of economic development of Bangladesh:

Class Limit 0-20 20-40 40-60 60-80 80-100

Mid Point(x) 10 30 50 70 90

Frequency(f) 2 2 3 17 5 n =29

fx 20 60 150 1190 450 fx =1870

(x-x ) -54.4828 -34.4828 -14.4828 5.51724 25.5172

(x-x ) 2968.37 1189.06 209.75 30.44 651.13

f(x-x ) 5936.74 2378.12 629.251 517.479 3255.65 f(x- x ) =12717.2

x fx/n =

=1870/29 =64.48276
=

= =21.31167 4.1.10. Determining the Banglalink playing role of economic development of Bangladesh:
Class Limit 0-20 20-40 40-60 60-80 80-100 Mid Point(x) 10 30 50 70 90 Frequency(f) 1 1 3 10 6 n =21 fx 10 30 150 700 540 fx =1430 (x-x ) -58.0952 -38.0952 -18.0952 1.90476 21.9048 (x-x ) 3375.06 1451.25 327.438 3.62812 479.819 f(x-x ) 3375.06 1451.25 982.313 36.2812 2878.91 f(x- x ) =8723.81

x fx/n =

=1430/21 =68.09524
=

18

= =20.88517

4.2 Testing the hypothesis: 4.2.5 Hypothesis testing of playing role of economic development of Bangladesh:
Company name GrameenPhone Banglalink x 64.48276 68.09524 21.31167 20.88517

H:1= 2, H1: 1<2. Comment: There has significant level of Banglalink customers who thinks their mobile operator playing a significant role of economic development of Bangladesh. Calculation of standard error: x .=

=6.035942
Comments: It is a one tail sample test and our sample is n1+n2>30. Hence we can use z distribution in 95% confidence level where =.05 and the critical value is 1.64. Z=

=0.598495

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4.3 Analyzing the result: 4.3.5 The analyzing the result of hypothesis of Banglalink customers thinking their mobile operator playing a significant role of economic development of Bangladesh

-1.64

1.64

As our calculated value is less than the critical value, Hence we may accept the null hypothesis. So we can conclude that there has no significant difference of customers of GrameenPhone and Banglalink that they expect their call charge may change.

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Part 5
5.1 Finding of the study: The help of hypothesis analysis we have found that the GP and BL customers satisfaction is nearest. The analysis of hypothesis we have found between the GP and BL customers expenditure is nearest. We also find the packages and offer of the GP and BL. As the analysis of the hypothesis we have found that the GP and BL customers thinking their operator role of economic development of Bangladesh is nearest. The analysis of hypothesis we have found that a significant level of GP customer thinks their mobile connection is burden for them. The analysis of hypothesis we have found that the overall customer satisfaction of Gp and BL nearest..

5.2 conclusions: In conclusion, it is to be noted that this term paper is prepared for a comparison of customer satisfaction between GP and BL. As we have found after the hypothesis analysis some issue such customer expenditure, customer satisfaction, customer thinking of economic development of their operator are may nearest but most of the customer may think their connection is burden. So at last we can say that for think of GP customers connection burden the GP customer satisfaction is slightly low than BL at issue of thinking of mobile connection burden. 5.3 Recommendation: 1. The GP company should try to decrease their call rate to reduce the think of their customer that their mobile connection is burden. 2. The BL company should try to reduce their various offer and packages because customer cannot decide which offer should try. 3. To increase customer satisfaction level the both companies should try to emphasis on their customer needs because at the some of issues their hypothesis result is nearest.

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4. Both companies customer observation level should increase.

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Reference
1. http://www.banglalinkgsm.com/docs.php?id=452. 2. http://www.scribd.com/doc/24508251/Banglalink-report 3. http://www.grameenphone.com/products-and-services/packages 4. http://www.google.com 5. http://www.wikipedia.com

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Appendix:

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