Comparison of Customer Satisfaction Between Grameen Phone Ltd and Robi
نویسندگان
چکیده
This study, by using various dimensions of customer satisfaction, investigates and compares the level of customer satisfaction between two leading telecom companies of Bangladesh, Grameen Phone Ltd (GP) and Robi. To collect the primary data, a structured questionnaire was designed and administered on 400 samples comprising of the existing subscribers of both the companies. Results show that in terms of performance & reliability, network coverage, perceived brand image and switching propensity and after sale service, Robi is lagging behind GP. The findings of this study necessitate the ways for Robi to adopt customer-centric strategic approach through competitive offerings & quality services to enhance customer loyalty and improve corporate brand image.
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