SERVQUAL of Banglalink

WELCOME TO OUR
PRESENTATION
Presented By:
Group Name: “Dew Drops”
Group Member’s Name ID
ABRINUL IMTIAZ (L) 20171116
MD. ZOBAIDUL ISLAM KHOKON 20172132
A.S.M. INSANUR RAHAMAN 20163031
MD. SHAKIL AHMED 20162050

Presentation on
Measuring Service Quality On Banglalink

What do you mean by Services?
 Characteristics of services:
 Intangibility
 Inseparability
 Heterogeneity and
 Perishability
Service quality & SERVQUAL
 Service quality:
Service quality is a strategic tool for attaining operational efficiency and
improved business performance
SERVQUAL
Parasuraman, Zeithaml and Berry have identified the following five dimensions of service
quality are very crucial .these are:
 Tangibles
 Reliability
 Responsiveness
 Assurance
 Empathy
Company Overview
Banglalink
Analysis
Statements in the Reliability
Dimensions
 R1:
When Banglalink promises to do something by a certain time, it does so.
promises to do something by a certain time, it does so.
80%
70%
60%
50%
40%
70%
30%
20%
10%
10% 5% 10% 5%
0%
Extremely Good Quite Good Neutral Quite Bad Extremely Bad
Dimensions
 R2:
When you have a problem Banglalink shows a sincere interest in solving it.
When you have a problem Banglalink shows a sincere interest in solving it.
90%
80%
70%
60%
50%
40% 80%
30%
20%
10%
10% 5% 5%
0% 0%
Dimensions
 R3:
Banglalink performs the service right the first time.
Banglalink performs the service right the first time.

60%
50%
40%
30%
55%
20%
10%
15% 15% 10%
0% 5%
Dimensions
 R4:
Banglalink provides its services at the time it promises to do so.
Banglalink provides its services at the time it promises to do so.
45%
40%
35%
30%
25%
20% 40%
15% 30%
10%
5% 10% 10% 10%
0%
Dimensions
 R5:
Banglalink insists on error-free records.
Banglalink insists on error-free records.
90%
80%
70%
60%
50%
40% 80%
30%
20%
10%
5% 10% 5%
0% 0%
Statements in the Responsiveness
Dimensions
 RES1:
Banglalink keeps customers informed about when services will be performed.
Banglalink keeps customers informed about when services will be

performed.
70%
60%
50%
40%
30% 65%
20%
10%
10% 15%
0% 5% 5%
Dimensions
 RES2:
Employees in Banglalink give you prompt service.
Employees in Banglalink give you prompt service.

40%
35%
30%
25%
20%
35%
15% 30%
10%
15% 15%
5%
5%
0%
Dimensions
 RES3:
Employees in Banglalink are always willing to help you.
Employees in Banglalink are always willing to help you.

60%
50%
40%
30%
55%
20%
10%
15% 10% 15%
0% 5%
Dimensions
 RES4:
Employees in Banglalink are never too busy to respond to your request.
Employees in Banglalink are never too busy to respond to your request.

60%
50%
40%
30%
55%
20%
10%
15% 15% 10%
0% 5%
Statements in the Assurance
Dimensions
 A1:
The behavior of employees in Banglalink instills confidence in you.
The behavior of employees in Banglalink instills confidence in you.

45%
40%
35%
30%
25%
20% 40%
15%
10% 20%
15% 15%
5% 10%
0%
Dimensions
 A2:
You feel safe in your transactions with Banglalink.
You feel safe in your transactions with Banglalink.

80%
70%
60%
50%
40%
75%
30%
20%
10%
15%
0% 0% 5% 5%
Dimensions
 A3:
Employees in Banglalink are consistently courteous with you.
Employees in Banglalink are consistently courteous with you.

50%
45%
40%
35%
30%
25%
20%
45%
15%
10% 20%
15%
5% 10% 10%
0%
Dimensions
 A4:
Employees in Banglalink have the knowledge to answer your questions.
Employees in Banglalink have the knowledge to answer your

questions.
90%
80%
70%
60%
50%
40% 80%
30%
20%
10%
10% 5% 5%
0% 0%
Statements in the Empathy
Dimensions
 E1:
Banglalink gives you individual attention.
Banglalink gives you individual attention.

90%
80%
70%
60%
50%
40% 80%
30%
20%
10%
5% 10% 5%
0% 0%
Dimensions
 E2:
Banglalink has employees who give you personal attention.
Banglalink has employees who give you personal attention.

45%
40%
35%
30%
25%
20% 40%
15%
10% 20% 20%
5% 10% 10%
0%
Dimensions
 E3:
Banglalink has your best interests at heart.
Banglalink has your best interests at heart.

45%
40%
35%
30%
25%
20% 40%
15%
10% 20%
15% 15%
5% 10%
0%
Dimensions
 E4:
Employees of Banglalink understand your specific needs.
Employees of Banglalink understand your specific needs.

90%
80%
70%
60%
50%
40% 78%
30%
20%
10%
5% 12% 5%
0% 0%
Dimensions
 E5:
Banglalink has operating hours that are convenient to all its customers.
Banglalink has operating hours that are convenient to all its customers.
60%
50%
40%
30%
55%
20%
10%
15% 15% 10%
0% 5%
Statements in the Tangibles
Dimensions
 T1:
Banglalink has modern looking equipment.
Banglalink has modern looking equipment.

100%
90%
80%
70%
60%
50%
94%
40%
30%
20%
10%
0% 4% 2% 0% 0%
Dimensions
 T2:
Banglalink’s physical facilities are visually appealing.
Banglalink’s physical facilities are visually appealing.

100%
90%
80%
70%
60%
50%
95%
40%
30%
20%
10%
0% 5% 0% 0% 0%
Dimensions
 T3:
Banglalink’s employees appear neat.
Banglalink’s employees appear neat.

100%
90%
80%
70%
60%
50%
95%
40%
30%
20%
10%
0% 5% 0% 0% 0%
Dimensions
 T4:
Materials associated with the service are visually appealing at Banglalink.
Materials associated with the service are visually appealing at

Banglalink.
100%
80%
60%
40%
95%
20%
0% 5% 0% 0% 0%
FINDINGS
Major Findings
After analyzing service quality of Banglalink services, we have identified some sort of
Satisfactory or Dissatisfactory issues which are given in below:
 Most of the respondents feel they are extremely good in promising to do something
by a certain period.
 Most of the respondents feel that they are extremely good in problem solving
 Fewer of the respondents feel that they are quite bad in providing its services at the
time it promises to do so.
 Most of the respondents feel that they are extremely accurate on error-free
records,
 Most of the respondents feel that they are extremely good in keeping the
customers informed about when services will be performed.
 Fewer of the respondents feel that they are extremely bad at giving prompt service
 Most of the respondents feel that they are extremely good at willingly helping
them.
Major Findings
 Most of the respondents feel that the employees of Banglalink are
extremely good in giving individual attention.
 More of the respondents feel that they are extremely good that they
are never too busy to respond to their request.
 Most of the respondents feel that the employees of Banglalink are
extremely good at understanding their specific needs.
 More of the respondents feel that they are quite bad at giving
personal attention
 Banglalink has excellent modern looking equipment, brochures, and
statements.
 Banglalink’s employees are neat in appearance.
RECOMMENDATION
Recommendation
 In addition, with the present services they should include more services. It is
badly needed to provide more services to the customer in order to compete
in the market.
 • Management should arrange appropriate training facilities to their staff to
be always helpful, courteous, and knowledgeable.
 • Greet every Customer with Friendly tone, appropriate greetings, good body
language and eye contact, Whenever possible use customer name.
 • Answering Customers’ phone courteously with empathy.
 • Listening to customers actively & attentively with a participatory approach.
 • Should deal with complaints accurately & effectively.
 Customer Care representative should not make promises unless they will be
able to keep them.
 • Always ready to find out best solutions for customers which exceed thair
expectations.
Recommendation
 Take the customer’s problem as their own responsibility to solve
quickly or contact those who can solve it and personally follow up to
make sure the customer is satisfied.
 Apologize personally when the customers are not satisfied with our
service, regardless of any fault.
 Thank & wish all customers and encourage them to give us their
feedback.
 Make a difference by setting examples and going out of the way to
help the customer
CONCLUSION
Conclusion
Good customer service is the lifeblood of any business. The essence of good customer
service is forming a relationship with customers – a relationship that that individual
customer feels that he would like to pursue. In our report, we tried to figure out how
banglalinkgsm is dealing with its customers to make a long-term relationship through its
customer care department. As true secret of good customer service: “A company will
be judged by what it does, not what it promises.” The mobile industry in Bangladesh is
still facing an oligopoly competition. In order to be competitive in this industry in future,
the only option is to build up a strong brand image is by creating unique product
offerings with special features and make a competitive market. Banglalink has
successfully managed to introduce perfect competitions among the mobile
operators. In this changing environment based on this research, Banglalink should take
consideration against mentioned recommendations suggested for the improvement
of customer care division. These recommendations will definitely improve the overall
company image if implemented efficiently.
Thank You

SERVQUAL of Banglalink

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SERVQUAL of Banglalink

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WELCOME TO OUR

Group Name: “Dew Drops”

Group Member’s Name ID

ABRINUL IMTIAZ (L) 20171116

MD. ZOBAIDUL ISLAM KHOKON 20172132

A.S.M. INSANUR RAHAMAN 20163031

MD. SHAKIL AHMED 20162050

Measuring Service Quality On Banglalink

Banglalink performs the service right the first time.

Banglalink keeps customers informed about when services will be

Employees in Banglalink give you prompt service.

Employees in Banglalink are always willing to help you.

Employees in Banglalink are never too busy to respond to your request.

The behavior of employees in Banglalink instills confidence in you.

You feel safe in your transactions with Banglalink.

Employees in Banglalink are consistently courteous with you.

Employees in Banglalink have the knowledge to answer your

Banglalink gives you individual attention.

Banglalink has employees who give you personal attention.

Banglalink has your best interests at heart.

Employees of Banglalink understand your specific needs.

Banglalink has modern looking equipment.

Banglalink’s physical facilities are visually appealing.

Banglalink’s employees appear neat.

Materials associated with the service are visually appealing at

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