Abstract:
Customer Service Division is an infrastructure that enables -the delineation of an
increase in customer value and the correct means by which to motivate valuable
customers to remain loyal-indeed, to buy again and use the SIM.
The influence of mobile telecommunication is multi faceted. It has become an
indispensable part of urban life. Certainly nowadays mobile telecommunication services
serve not only for traditional communication purposes but also as a new channel for
existing entertainment and new types of. entertainment. Mobile phone network is not
appearing with dynamic features as per demand of the situation rather they are trying to
be more traditional with modern technology. The service providers of this industry are
now fighting for the existing customers in the same market instead of developing new
market and new innovative products.
So it is now very important issue for the mobile operators company to retain their
present customer. Because the market growth rate for this particular industry are very
dawdling now.
For this reasons the companies focusing their Customer Relationship Management
strategy through which they mainly retain their present customer.
In this research I find out how the companies provide their post purchase service to
their customer as well as what is their customer opinion about their service.
Through this findings I try to pin point which factor are more important to achieve
the higher customer satisfaction. And how the companies increase their customer
satisfaction rate, at the same time how the company retains their internal customer.
Description:
This thesis submitted in partial fulfillment of the requirements for the degree of Bachelor in Business Administration of East West University, Dhaka, Bangladesh.
