Customer satisfaction of GrameenPhone

Abstract

This project report is the partial requirement of project program of East West University for the Bachelor of Business Administration students. My coordinator assigned me the project report on "Customer Satisfaction of GrameenPhone." This report is based on a 12-week program at GrameenPhone Ltd. the leading and dominating multinational company in telecommunication service sectors. The report is divided into two parts. First one is the organization part and second one is the project part. ln the Organization part here we have discussed the mission, purpose, the organizational structure and basic business activities of GrameenPhone Ltd. GrameenPhone started its operation approximately I (nine) years ago. They were operating in the market for long time. They gained success from the very beginning of their operation and were capable enough to hold the success year after year. GrameenPhone's main competitors are AKTEL, BANGLALINK, CITYCELL, TELETALK and WARID TELECOM. The strongest side of GrameenPhone is its customer's service and its relationship with their subscriber. Almost each part of the country connected and it turned out to be a big hit. The big profit maximizing company also captured most of the leading market share and generating revenues from its several divisions. Like other companies GrameenPhone also have several strengths, few weaknesses, opportunities and some threats. After SWOT analysis it becomes very clear that GrameenPhone should concentrate more on its current situation and always try to keep up the better service quality. The biggest strength of GrameenPhone is its widest network coverage. GrameenPhone has a dual purpose - to receive an economic return on its investments and to contribute for the economic development of Bangladesh where telecommunication can play a yll.al role. This is why GrameenPhone had collaborated with Grameen Banl,i and br"*u"n Telecom; it had a great desire to reach one phone in each village to contribute significant better life through out the villages. Their dream became true and they have started operating in the rural areas.