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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

 

Article Details

License

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. Copyright @2017. This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License (http://creativecommons.org/licenses/by-nc-sa/4.0/) which permits unrestricted non-commercial used, distribution and reproduction in any medium 

Author Biographies

Azmat Ullah, MBA Research Fellow Department of Business Administration Pabna University of Science & Technology

Azmat Ullah

MBA Research Fellow

Department of Business Administration

Pabna University of Science & Technology

Email: azmat.pstu@yahoo.com

Md. Hasebur Rahman, Assistant Professor Department of Business Administration Pabna University of Science and Technology Pabna-6600, Bangladesh

Curriculum Vitae of

 

 

Picture

 

 Mr. Md. Hasebur Rahman

E-mail: hasebur7208@yahoo.com

 

 

Md. Hasebur Rahman

Assistant Professor

Department of Business Administration

Pabna University of Sciences and Technology

Pabna – 6600, Bangladesh

E-mail: hasebur7208@yahoo.com

Mobile No. +8801718293000

 

 

Research Interest: Areas of organizational behavior, general management, special focus on motivation, job satisfaction, job stress, customer satisfaction and loyalty relationship, human resource management.

 

Academic Background:

 Degree

Name of Board/ University

Year of passing

CGPA

Division/Class Equivalence

Field/Discipline

MBA

Rajshahi University

2008

3.75 (4 point scale)

First Class

Management

BBA (Hons)

Rajshahi University

2007

3.69 (4 point scale)

First Class

Management

H. S. C

Rajshahi Board

2003

4.10 (5 point scale)

First Division

Business  Studies

S. S. C

Rajshahi Board

2001

3.63 (5 point scale)

First Division

Business  Studies

 

Referred Journal Papers:

1.

Training and Job Satisfaction for Organizational Effectiveness: A Case Study from the Banking Sector
MH Rahman
Central European Business Review, 3 (1), 27-34.

2014

2.

Motivational Need Hierarchy of Employees in Public and Private Commercial Banks
MH Rahman, SM Nurullah
Central European Business Review, 3 (2), 44-53.

2014

3.

Motivation for Making Job Interesting
MH Rahman, MM Rahman
Global Journal of Management And Business Research,14 (1), 23-34.

2014

4.

Factors Affecting Customer Satisfaction on Grameenphone Users in Bangladesh
MH Rahman, M Redwanuzzaman, M Masud-Ul-Hasan, MA Rahman
Global Journal of Management and Business Research: Marketing 14 (3.1), 57-66

2014

5.

Factors Affecting Customer Satisfaction in Mobile Telecommunication Industry in Bangladesh
MH Rahman
Business, Management and Education, 12 (1), 74-93.

DOI: 10.3846/bme.2014.06

2014

6.

Corporate social responsibility for brand image and customer satisfaction: Assessment of Grameen phone user’s in Bangladesh
MH Rahman
International Journal of Research Studies in Management, 3 (1), 41-50.

DOI: 10.5861/ijrsm.2014.643

2014

 

 

7.

 

A Comparative Study on Job Related Factors of Job Satisfaction of Public and Private Commercial Banks in Bangladesh
MH Rahman, ME Haque and MA Al Mamun
Pabna University of Science and Technology Studies, 1 (1), 24-35.

 

2014

8.

A Comparative Study of Motivating Potential Score of Employees of Public and Private Commercial Banks: An Assessment of Demographics Influence
MH Rahman
Global Journal of Management and Business Research, 14 (4), 31-42.

2014

9.

Scenario and Incentives of Foreign Direct Investment (FDI) in Bangladesh
MA Al Mamun, MH Rahman
Global Journal of Management And Business Research, 13 (11), 21-29.

2013

10

Perceived Intensity of Stress Stressors: A Study on Commercial Bank in Bangladesh
MH Rahman, M Kamruzzaman, ME Haque, MA Al Mamun, MI Molla

Asian Business Review 3 (3): 40-43

2013

11.

Job Stress- Employees Performance and Health: A Study on Commercial Bank in Bangladesh
MH Rahman
Global Journal of Management and Business Research, 13(4), 9-13.

2013

12.

HRM Focus on Distinctive Human Capital and Strategy of Building-Retaining Competitive Advantage
MH Rahman, MA Al Mamun
Global Journal of Management And Business Research, 13 (11), 13-17.

2013

13.

Employees’ Motivation in Public and Private Commercial Banks in Bangladesh: A Study on Need-Based Approach
MH Rahman
Global Disclosure of Economics and Business, 2 (2), 84-91.

2013

14.

Effects of Workforce Diversity on Human Resource Management- A Theoretical Perspective
MH Rahman
Asian Academic Research Journal of Social Sciences & Humanities, 1 (12), 61-70.

2013

15.

Customer Satisfaction and Loyalty: A Case Study from the Banking Sector
MH Rahman
Central European Business Review, 2(4), 15-23.

2013

16.

Henry Fayol and Frederick Winslow Taylor‘s Contribution to Management Thought: An Overview
MH Rahman
ABC Journal of Advanced Research, 1 (2), 32-41.

2012

Conference/Seminar/Training:

  1. Seminar on “The role of call centre in businessâ€, Management forum, Department of Management Bangladesh, 2008.
  2. Short course on “Supply Chain Managementâ€, Organized by Directory of Continuing Education, Bangladesh University of Engineering Technology, Bangladesh, 2012.
  3. “12th Foundation Training for University Teachers†organized by Graduate Training Institute, Bangladesh Agricultural University, Mymensingh, Bangladesh, 2014.

 

Working Experiences:

                Dates

Name of the Institution

Post Held

From 28/09/2013 to till now

Dept. of Business Administration

Assistant Professor

From 01/01/2011 to 27/09/2013

Dept. of Business Administration

Lecturer

From 01/03/2010 to till now

PSTU Blood Donors Club

Secretary

 

Academic Awards:

1. Shaheed Suhrawardy Hall Gold Medal for outstanding performance on Honors Examination 2007.

Subjects Studies:

(a) MBA: Diversity Management, E-Business, Conflict Management, Management Science, Management of Financial Institution, Project Management, Organizational Behavior, Management Thought, Management Consultancy, Strategic Management.

(b) BBA: Introduction to Business, Principles of Management, Principles And Practices of Accounting, Principles of Marketing, Business Statistics, General Commercial Law, Macro Economics, Office Management, Business Communication, Industrial Law, Business Mathematics, Bangladesh Economics, Industrial Psychology, Principles of Cost Management and Accounting, Computer in Business, Principles and Practices of Insurance , Financial Management, Business Environment, Auditing, Operations Management, Bank Management, Human Resource Management, Marketing Management, Taxation, Industrial Relation, Small Business Management, Advanced Management, Development Economics, Entrepreneurship Development, International Business, Investment Analysis and Portfolio Management, Management Information System, Managerial Economics, Total Quality Management, Research Methodology, Management in Bangladesh.

Course Taught:

Strategic Management, Project Management, Business Ethics and Corporate Social Responsibility, Principles of Management, Industrial Psychology, Total Quality Management

Personal Profile:

1. Name: Md. Hasebur Rahman

2. Father’s Name: Md. Haraz Uddin  3. Mother’s Name: Mst. Fatema Khatun

4. Date of Birth: December 30, 1986. 5. Sex: Male

6. Marital Status: Married 7. Nationality: Bangladeshi

8. Present Address: Assistant Professor, Department of Business Administration, Pabna University of Science & Technology, Pabna – 6600, Bangladesh.

9. Permanent Address: Vill: Baykhula, Post: Pachuria, Thana: Atghoria, District: Pabna, Bangladesh.

 

References

 

Sheikh M. Nurullah

Professor

Department of Management Studies

Rajshahi University

Rajshahi-6205

Bangladesh.

Telephone: 88-0721-711132 (Department)

88-0721-771777 (Residence)

Fax: 88-0721-750064

Mobile: +8801726718845

E-mail: smnurullahru@gmail.com

 

Dr. Md. Zafor Sadique

Professor

Department of Management Studies

Rajshahi University

Rajshahi-6205

Bangladesh.

Telephone: 88-0721-711132 (Department)

Fax: 88-0721-750064

Mobile: 01913434122

E-mail: zaforru@yahoo.com

 

 

How to Cite
Ullah, A., & Rahman, M. H. (2016). Existing and Expected Service Quality of Grameenphone Users in Bangladesh. The Asian Journal of Technology Management (AJTM), 8(2), 151–159. https://doi.org/10.12695/ajtm.2015.8.2.6
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