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Ullah, Azmat
MBA Research Fellow Department of Business Administration Pabna University of Science & Technology
Decision Sciences, Operations Research & Management

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Existing and Expected Service Quality of Grameenphone Users in Bangladesh Ullah, Azmat; Rahman, Md. Hasebur
The Asian Journal of Technology Management (AJTM) Vol 8, No 2 (2015)
Publisher : School of Business and Management Institut Teknologi Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (188.274 KB) | DOI: 10.12695/ajtm.2015.8.2.6

Abstract

Abstract. The Grameenphone (GP) is a market leader in the telecommunication industry in Bangladesh. This study investigates the existing and expected service quality of Grameenphone users in Bangladesh. The Study reveals that there are significant gap between existing and expected perceived service network, 3G, customer care, physical facilities, billing cost, information service, mobile banking and GP offers. The study concludes that customer satisfaction is a dynamic phenomenon. Maintaining desired level of customer satisfaction requires corporate proactive responsiveness in accessing, building & retaining satisfied customers for sustainable competitive advantages in the marketplace.Keywords: Service Quality, Customer Satisfaction, Existing Service Quality, Expected Service Quality, Grameenphone 
Co-Authors Rahman, Md. Hasebur