ASSIGNMENT ON

GRAMEEN PHONE USERS

SUBTITLE
BRIEF ABOUT GRAMEEN PHONE
Telecommunication is one of the most important service sectors in our country. Five
mobile phone operators are currently operating in Bangladesh where Grameenphone
is most popular in the country. It is a joint venture enterprise between Telenor,
Grameen Telecom and publicly listed in the capital market of Bangladesh.
Grameenphone has been serving the community for 22 years with the strongest
network for voice call, high speed internet and some other value-added services.
Grameenphone leads in innovative digital solutions with GPMusic, WowBox and
Bioscope for Entertainment; Tonic for healthcare requirements; and GPay, MyGP for
greater control in a customers’ life. Grameenphone serves more than 74 million
Bangladeshi subscribers (as of April 2019) (Grameenphone, n.d.).

As the market leader in the telecommunication industry of Bangladesh, it is important

to know whether their customers are satisfied or not. Hopefully, this study could help
us to identify the factors that are satisfactory, and the factors that are dissatisfactory
to their subscribers.
OBJECTIVE OF THE STUDY
• find the key services of Grameenphone that has affected customer satisfaction
• find out the customer’s approximate monthly expenditure with Grameenphone and
the relation of expenditure with their income.
• the effective media by which people can know about Grameenphone
• What are the dissatisfaction factors
METHODOLOGY
• Determine the key factors those could affect customers satisfaction, like Quality of
network, call rates, internet service and offer and packages.
• Develop a questionnaire and converted it to a google doc form to conduct survey
among Grameenphone customers.
• Conduct the survey in a selected area and collect data by using a digital platform.
• Organize and analyze collected primary data and graphical presentation of the
analysis through MS Excel.
SAMPLING
POPULATION
The people of age range between 0-50, who lives in Dhaka

SAMPLE SELECTION
Selected from our known source and send the link of survey questionnaire through
email and social media.

SAMPLE SIZE
40 persons as instructed by course instructor
LIMITATIONS
• The survey was conducted using digital platform rather reaching the respondents
physically du to COVID 2019 situation.
• The survey was conducted only among a very small number of people for a specific
area (Dhaka city only) of age range between 0 to 50 and use digital platform where
all level of people use Grameenphone are allover the country.
• Proper sampling method (random sampling, sample ratio, etc.) was not followed as
the survey is conducted only for academic purpose.
• No secondary data review was done. Only primary data are used fort this study.
PRESENTATION OF DATA,
ANALYSIS AND FINDINGS
Demographic Variables Frequency Percent (%)
Male 27 67.50
Gender
Female 13 32.50
Below 21 1 2.50
21-30 27 67.50
Age 31-40 9 22.50
41-50 3 7.50
Above 50 0 0.00
Job 23 57.50 DEMOGRAPHIC
Business 2 5.00
Occupation
Student 15 37.50
INFORMATION
Others 0 0.00
Current user
of
Grameenpho Yes 40 100.00
ne
HOW DID YOU GET TO KNOW ABOUT
GRAMEENPHONE
Different media by which customers know about The analysis presented through a pie
GP chart where it is shown the, 55% users
know about Grameenphone (GP) from
3; 8%
1; 3%
4; 10%
family, 7.50% from friends, 22.50% from
From Friends
From Family
1; 3%
electronic media, 0% from billboard,
From Electronic Media
From Billboard
2.50% from Facebook, 2.50% from print
From Facebook media and 10% from other sources.
From Print Media
Others 9; 23%

22; 55%
REASON OF USING THE GRAMEENPHONE
Reason of using Grameenphone
30 70.00%
Reason of using
Grameenphone Number of Response Ratio (%) 25 2460.00% 60.00%
50.00%
Good network 20
24 60% 40.00%
15
30.00%
Good net speed 10
5 12.5% 7
17.50% 20.00%
5 4
Offers and 5 12.50% 10.00% 10.00%
packages 4 10% 0 0.00%
Good network Good net speed Offers and Good network,
Good network, Good packages Good net speed
net speed 7 17.50%
Total 40 100% Number of Response Ratio (%)

The analysis presented through a Bar Diagram with a Percentage Line. Among the 40
respondents 24 (60%) use Grameenphone for good network, 5 (13%) for good net
speed, 4 (10%) for offers and packages, 7 (18%) for both good network and good
net speed.
 CUSTOMER SATISFACTION
Level of Quality of Internet Offers and Overall Customer Satisfaction
Satisfaction voice call speed packages performance 45
Highly 40
satisfied 1 2 0 0 35
30
Satisfied 28 24 6 18 25
20
Average 11 10 24 20 15
10
Dissatisfied 0 3 10 2 5
0
Quality of voice call Internet speed Offers and packages Overall performance
Highly
dissatisfied 0 1 0 0
Highly satisfied Satisfied Average
Total 40 40 40 40 Dissatisfied Highly dissatisfied Total

The analysis presented through a Bar Diagram.

Maximum people said they are satisfied with voice call quality and internet speed. But in case of offers
and packages and overall performance maximum said average.
CUSTOMER SATISFACTION - QUALITY OF VOICE CALL

TABLE FOR CALCULATION OF USERS’ SATISFACTION

AFTER THE CALCULATION WE FOUND THAT:
LEVEL ON GRAMEENPHONE’S VOICE CALL QUALITY

Mark Frequency Cum. Mean

Options Xifi (xi-x)^2* f 3.75
(x) (f) Freq.
Highly satisfied 5 1 5 1.5625 1 Median 4
Satisfied 4 28 112 1.75 29
Mode 4
Average 3 11 33 6.1875 40
Dissatisfied 2 0 0 0 40 Variance 0.2375
Highly dissatisfied 1 0 0 0 40
Standard deviation 0.487339717
Total= 40 150 9.5
CUSTOMER SATISFACTION - INTERNET SPEED

TABLE FOR CALCULATION OF USERS’ SATISFACTION

AFTER THE CALCULATION WE FOUND THAT:
LEVEL ON GRAMEENPHONE’S INTERNET SPEED

Options Mark (xi) Frequency (fi) x i fi (xi-m)^2* fi Cum. Freq. Mean

Highly 3.575
5 2 10 4.06125 2
satisfied
Satisfied 4 24 96 4.335 26 Median 4
Average 3 10 30 3.30625 36
Dissatisfied 2 3 6 7.441875 39 Mode 4
Highly Varience 0.644375
1 1 1 6.630625 40
dissatisfied
Standard deviation 0.802729718
Total= 40 143 25.775
CUSTOMER SATISFACTION - OFFERS AND PACKAGES

TABLE FOR CALCULATION OF USERS’ SATISFACTION AFTER THE CALCULATION WE FOUND THAT:
LEVEL ON GRAMEENPHONE’S OFFERS AND PACKAGES

Options Mark (xi) Frequency (fi) xi f i (xi-m)^2* fi Cum. Freq. Mean

2.9
Highly
satisfied 5 0 0 0 0
Median
3
Satisfied 4 6 24 7.26 6
Average 3 24 72 0.24 30 Mode
3
Dissatisfied 2 10 20 8.1 40
Varience
Highly 0.39
dissatisfied 1 0 0 0 40
Standard deviation
Total= 11 0.6244998
40 15.6
6
CUSTOMER SATISFACTION - OVERALL SERVICE

TABLE FOR CALCULATION OF USERS’ SATISFACTION AFTER THE CALCULATION WE FOUND THAT:
LEVEL ON GRAMEENPHONE’S OVERALL SERVICE

Mark Mean
Options Frequency (fi) xi fi (xi-m)^2* fi Cum. Freq. 3.4
(xi)
Highly Median
5 0 0 0 0 3
satisfied
Satisfied 4 18 72 6.48 18
Mode
Average 3 20 60 3.2 38 3
Dissatisfied 2 2 4 3.92 40
Highly Varience
1 0 0 0 40 0.34
dissatisfied
13 Standard deviation
Total= 40 13.6 0.583095189
6
SATISFACTION ON OVERALL PERFORMANCE - GENDER

Satisfaction on overall performance - Gender

Overall performance Female Male
Highly dissatisfied
Highly satisfied 0 0
Dissatisfied
Satisfied 7 11
Average
Average 5 15
Dissatisfied 1 1 Satisfied

Highly satisfied

Highly dissatisfied 0 0 0 5 10 15 20 25

Total 13 27 Female Male

The analysis presented through a Bar Diagram.

SATISFACTION ON OVERALL PERFORMANCE – AGE

Satisfaction on overall performance - Age

Overall
30
performance Below 21 21-30 31-40 41-50
25
Highly satisfied 0 0 0 0
20
Satisfied 0 12 4 2
15
Average 1 13 5 1
10
Dissatisfied 0 2 0 0
5

Highly 0
Below 21 21-30 31-40 41-50
dissatisfied 0 0 0 0
Highly satisfied Satisfied Average
Total 1 27 9 3
Dissatisfied Highly dissatisfied Total

The analysis presented through a Bar Diagram.

SATISFACTION ON OVERALL PERFORMANCE - OCCUPATION

Satisfaction on overall performance - Occupation

Overall 14
performance Business Job Student
12
Highly satisfied 0 0 0
10
Satisfied 1 12 5 8
Average 1 10 9 6

Dissatisfied 0 1 1 4

0
Highly dissatisfied 0 0 0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5 5.5

Total 2 23 15 Business Job Student

The analysis presented through a Bar Diagram.

SATISFACTION ON OVERALL PERFORMANCE - OCCUPATION

Recommend Grameen is better Customer Loyalty

Continue with Grameenphone than other
Loyalty degree Grameenphone to others operators 45
40
Yes 26 22 31 35
30
25
No 0 4 9
20
15
May be 14 14 0 10
5
Total 40 40 40 0
Yes No May be Total

Continue with Grameenphone Recommend Grameenphone to others

Grameen is better than other operators

The analysis presented through a line chart.

DETAIL ANALYSIS ON TOTAL EXPENDITURE
THE APPROXIMATE MONTHLY EXPENDITURE OF RESPONDENTS IS:
50, 200, 1500, 400, 200, 170, 1000, 100, 200, 100, 700, 150, 400, 50, 150, 1000, 600, 300, 100, 550, 200,
200, 500, 600, 1000, 500, 700, 1000, 100, 500, 500, 150, 300, 200, 100, 10, 400, 400, 300, 500
BY ANALYZING THE RESULTS, WE FOUND THAT
Mean 402 Dotplot of users Monthly expenditure Boxplot of users Monthly expenditure
SE Mean 52.7 1600

Standard Deviation 333.6 1400

Variance 111277.9
Coefficient of Variance 82.98 1200

users Monthly expenditure

Minimum 10 1000

1st quartile 150

800
Median 300
3dr quartile 537.5 0 250 500 750 1000 1250 1500 600
users Monthly expenditure
Maximum 1500.0
400
Range 1490
Mode 200 200

Skewness 1.35 0
Kurtosis 1.84

The analysis presented through Dot plot and Boxplot Diagram.

 OTHER OVERVIEW ON EXPENDITURE
Expenditure (male/ female)

  Male Female
Average 330 552
Maximum 1000 1500
Minimum 10 100
Range 990 1400

Expenditure (Age) Expenditure (Occupation)

  Below 21 21-30 31-40 41-50   Business Job Student

Average 300 503 211 103.3 Average 700 523 177

Maximum 300 1500 700 200 Maximum 1000 1500 700

Minimum 300 50 50 10 Minimum 400 100 10

Range 0 1450 650 190 Range 600 1400 690

The analysis presented through a Bar Diagram.

CHI-SQUARED TEST
• Null hypothesis:
Gender Monthly Expenditure Gender Monthly Expenditure
There is no relationship between gender and
Female 170 Male 700 monthly expenditure
Female 600 Male 150
Female 100 Male 50 • Alternate hypothesis:
Female 500 Male 100

Female 400 Male 200 There is a relationship between gender and

50 Male 100
Female

Female 100 Male 10

expenditure
Female 100 Female 200
Male 400 Female 500
Male 1500 Female 500
Significance level: 0.05
Male 400 Male 1000

Male 1000 Male 1000

Male 400 Male 300
Male 150 Male 150

Male 550 Male 500

Male 700 Male 200

Male 300 Female 500

Male 200 Female 600

Male 200 Male 1000

Male 200 Male 300

CHI-SQUARED TEST
• Chi-Square P – Value = 0.562
Observations
Expenditure Male Female Grand Total • Decision:
Low (1-500) 19 11 30
Chi-Square P-Value is much higher than the
Middle (501-1000) 7 2 9
significance level (0.05). So, we failed t reject the
High (1001-1500) 1 0 1
null hypothesis and conclude that there is no
Grand Total 27 13 40
relationship between gender and expenditure.

Expected
Expenditure Male Female Grand Total
Low (1-500) 20.25 9.75 30
Middle (501-1000) 6.075 2.925 9
High (1001-1500) 0.675 0.325 1
Grand Total 27 13 40
THANK YOU