factors affecting customer satisfaction in bangladesh telecom industry

7/21/2019 Factors Affecting Customer Satisfaction in Bangladesh Telecom Industry

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Foksiq{ Offdkslnb Kt{sigdq [osl{fokslin lnSdhdkig Lnct{sq|

?. LNSQICTKSLIN

?.? Iqlbln if sed qdpiqs

Sel{ pqijdks qdpiqs in Foksiq{ offdkslnb kt{sigdq {osl{fokslin ln sdhdkig lnct{sq| eo{ addn

otseiqlzdc a| Cq. Nozqth L{hog o{ o fthflhhgdns if sed kitq{d %AT[ 3


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?.? [kipd if sed {stc|

Sel{ poqslkthoq {stc| if Foksiq{ offdkslnb kt{sigdq {osl{fokslin ln sdhdkig lnct{sq| duphiqd{

sed pqiflhd if sed soqbds goqmds if gialhd peind{ onc o{ rdhh ls lcdnslfld{ sed qdhoslin{elp adsrddn

kin{tgdq pqigislin{( pqlkd pdqkdpslin{ rlse pqictks tohls| pdqkdpslin{ onc kt{sigdq

{osl{fokslin ln sed gialhd goqmds if Aonbhocd{e.

?.4 Qd{doqke Gdseicihib|

?.4.? S|pd if sed Qd{doqke

Duphiqosiq| Qd{doqke

?.4.1 [sosdgdns if sed Pqiahdg

Ln sed gialhd sdhdpein| {dksiq ln Aonbhocd{e vo{s kigpdslslin eo{ dgdqbdc. [i( sed {ta{kqladq{

nir eovd voqlit{ ohsdqnoslvd{ si keii{d okkiqclnb si sedlq kinvdnldnkd. Iavlit{h| kt{sigdq{

pqdfdq o poqslkthoq aqonc in sed ao{l{ if {igd kqlsdqlo. Sedqdfiqd( si {tqvlvd ln sed lnct{sq| sed

kigponld{ eovd si lcdnslf| sed foksiq{ qdhosdc si kt{sigdq {osl{fokslin onc hi|ohs|. Giqd

pqdkl{dh|( reos oqd sed foksiq{ seos offdks {osl{fokslin hdvdh if kt{sigdq{ siroqc{ sdhdkig {dqvlkd

pqivlcdq{9

?.4.; Coso Kihhdkslin Gdseic

Aise pqlgoq| onc {dkincoq| lnfiqgoslin {itqkd{ eovd addn t{dc si kigphdsd sel{ {stc|.

Pqlgoq| Coso: Coso eo{ addn kihhdksdc seqitbe o td{slinnolqd kinsolnlnb {dvdqoh s|pd{

if td{slin{ fiq qd{pincdns{ pqiflhd( t{obd aokmbqitnc onc {osl{fokslin gdo{tqdgdns.

[dkincoq| Coso: [dkincoq| coso eo{ addn kihhdksdc fqig okocdglk onc at{lnd{{

jitqnoh{( sdus{( dhdksqinlk cosoao{d{( ndr{popdq{( gobozlnd{ onc lnsdqnds.

?.4.3 Pipthoslin onc [ogphd

Sed {stc| l{ hlglsdc si sed t{dq if gialhd sdhdkiggtnlkoslin {dksiq onc sedqd oqd {lu gialhd

ipdqosiq{ ln Aonbhocd{e( ohh if relke eo{ addn ossdgpsdc. Sed {stc| l{ oh{i hlglsdc si sed

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gdo{tqdgdns if kt{sigdq {osl{fokslin onc lcdnslflkoslin if sed tncdqh|lnb foksiq{ o{ rdhh. O{ o

sdkenltd( kinvdnldns {ogphlnb eo{ addn opphldc onc {ogphd {lzd ro{ 40. Sed {tqvd| eo{ addn

kinctksdc rlseln Ceomo kls|.

?.4.4 _td{slinnolqd Cd{lbn

Ind td{slinnolqd ro{ cdvdhipdc ln Dnbhl{e in sed ao{l{ if ln{lbes{ fqig lnsdqvldr rlse sed

qd{pincdns{. Khi{d'dncdc td{slinnolqd ro{ t{dc si kihhdks coso fqig sed qd{pincdns{. Sedqd

rdqd seqdd {dkslin{ ln sed td{slinnolqd.

[dkslin O: Pdq{inoh Lnfiqgoslin.Sedqd rdqd 2 td{slin{. Fiq duogphd'obd( pqifd{{lin( lnkigd

onc ginseh| t{obd dsk.

[dkslin A: [osl{fokslin gdo{tqdgdns td{slin. Sedqd rdqd ?? voqloahd{ %{dqvlkd{, ln Hlmdqs

qoslnb {kohd{ qonblnb fqig elbeh| {osl{fldc %?, si elbeh| cl{{osl{fldc %4,

[dkslin K: Osslstcd {ddmlnb td{slin{. ?; {sosdgdns{ ln Hlmdqs qoslnb {kohd{ qonblnb fqig

{sqinbh| obqdd %?, si {sqinbh| cl{obqdd %1,.

;

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?.4.6 Oppqioke si sed Pqiahdg

?.4.6.? Sediq| Cdvdhipgdns

Lncdpdncdns Voqloahd{ Cdpdncdns Voqloahd

Flbtqd ?: Qd{doqke Fqogdriqm

Si lcdnslf| sed cdsdqglnons foksiq{ qdboqclnb {osl{fokslin hdvdh if kdhh peind t{dq{ seos kithc

lgpqivd sed dfflkldnk| si bds sed kt{sigdq{ iq gomd sed kt{sigdq{ {rlske fqig sed kigpdslsiq{

pqictks{( {igd voqloahd eovd addn lcdnslfldc( relke oqd {lbnlflkonsh| kiqqdhosdc rlse sed

kt{sigdq{ {osl{fokslin hdvdh. Redn o kt{sigdq cdklcd{ si t{d o poqslkthoq kinndkslin( ed

niqgohh| kin{lcdq{ kivdqobd( ndsriqm tohls|( kt{sigdq {tppiqs( kigpholns gonobdgdns(

ovolhoalhls| if kt{sigdq {dqvlkd kdnsdq{( soqlff{( alhh po|gdns {|{sdg( VO[( lnsdqnds {dqvlkd( onc

voqlit{ pqigislinoh iffdq{. [i koqq|lnb in rlse o gialhd kinndkslin l{ ao{dc in sed

{lgthsondit{ okslvoslin if sed{d voqloahd{.

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Fiq onoh|zlnb coso( qdhdvons {sosl{slkoh sdkenltd{ eovd addn t{dc {tke o{ aoq keoqs onoh|{l{(

{pdoq{gon{ kiqqdhoslin( ind {ogphd sd{s( qdbqd{{lin onoh|{l{( bhiaoh sd{s( lnclvlctoh sd{s dsk.

Flnohh| sed flnclnb{ rlhh ad lnsdqpqdsdc rlse sed dul{slnb aic| if mnirhdcbd.

?.4.6.1 Gicdh cdvdhipgdns

Qdbqd{{lin Gicdh:

\70- ?* U?- 1* U1- ;* U;- 3* U3- 4* U4- 6* U6- 2* U2-5* U5-


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Qd{doqke e|pised{l{ 1: Ndsriqm _tohls|

E0: Ndsriqm tohls| eo{ ni {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

E?: Ndsriqm tohls| eo{ {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

Qd{doqke e|pised{l{ ;: Kt{sigdq [tppiqs %Edhphlnd,

E0: Ndsriqm tohls| eo{ ni {lbnlflkons lnfhtdnkd ivdq ivdqohh kt{sigdq {osl{fokslin.

E?: Ndsriqm tohls| eo{ {lbnlflkons lnfhtdnkd ivdq ivdqohh kt{sigdq {osl{fokslin.

Qd{doqke e|pised{l{ 3 : Kigpholns Gonobdgdns

E0: Kigpholns Gonobdgdns eo{ ni {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

E?: Kigpholns Gonobdgdns eo{ {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

Qd{doqke e|pised{l{ 4 : Ovolhoalhls| if kt{sigdq {dqvlkd kdnsdq{

E0: Ovolhoalhls| if kt{sigdq {dqvlkd kdnsdq{ eo{ ni {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq

{osl{fokslin.

E?: Ovolhoalhls| if kt{sigdq {dqvlkd kdnsdq{ eo{ {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq

{osl{fokslin.

Qd{doqke e|pised{l{ 6 : Pqlkd

E0: Pqlkd eo{ ni {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

E?: Pqlkd eo{ {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

Qd{doqke e|pised{l{ 2 : Alhh po|gdns {|{sdg

E0: Alhh po|gdns eo{ ni {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

E?: Alhh po|gdns eo{ {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

Qd{doqke e|pised{l{ 5 : Vohtd occdc {dqvlkd

E0: Vohtd occdc {dqvlkd eo{ ni {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

E?: Vohtd occdc {dqvlkd eo{ {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

Qd{doqke e|pised{l{ < : Lnsdqnds [dqvlkd

E0: Lnsdqnds {dqvlkd eo{ ni {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

E?: Lnsdqnds {dqvlkd eo{ {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

Qd{doqke e|pised{l{ ?0: Pqigislinoh iffdq

E0: Pqigislinoh iffdq eo{ ni {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

E?: Pqigislinoh iffdq eo{ {lbnlflkons lnfhtdnkd in ivdqohh kt{sigdq {osl{fokslin.

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?.6 Coso Onoh|{l{ onc Qdpiqslnb

[ifsroqd{ seos eovd addn t{dc oqd Glkqi{ifs Riqc( Glkqi{ifs Dukdh( onc [P[[.

Sed {stc| oh{i sd{sdc qdhloalhls| if sed ln{sqtgdns {i seos ls dnoahd{ t{ si pqd{dns o qiat{s

onc vohlc qd{ths.

?.2 Hlglsoslin

Sed tohls| if sed qdpiqs l{ hlglsdc ctd si sed clfflkthsld{ L eoc si bi seqitbe. L eoc si fokd sed

fihhirlnb clfflkthsld{ relhd pqdpoqlnb sed qdpiqs:

Hlglsoslin if slgd ro{ o pqiahdg. L kithc eovd pqdpoqdc sed qdpiqs gtke adssdq lf L eoc

bissdn giqd slgd.

Tnrlhhlnbnd{{ if pdiphd si flhh tp sed {tqvd| ro{ o pqiahdg. L qdohh| eoc si bds seqitbe o

eoqc slgd bdsslnb sed {tqvd|dc popdq{ cind.

[igd if sed qd{pincdns{ folhdc si kigphdsd sed {tqvd| popdq ctd si sedlq riqm pqd{{tqd.

Fiq sel{ qdo{in oginb sed 20 qd{pincdns{ ?00$ if sed on{rdq{ glbes nis ad kiqqdks.

Sedqd oqd vo{s ogitns{ if lnfiqgoslin onc rqlsd'tp{ qdhoslnb si sed siplk{ if sel{ qd{doqke

eos oqd pqd{dns ln sed lnsdqnds onc voqlit{ isedq {itqkd{( ats ls ro{ nis pi{{lahd si boln

okkd{{ si gtke {tke lnfiqgoslin. [i gl{{lnb its {igd lgpiqsons o{pdks if sed cl{kt{{dc

siplk{ kon ad o pi{{lalhls|.

O glnlgoh {ogphd {lzd eo{ addn t{dc fiq sel{ qd{doqke= lf o hoqbdq {ogphd ro{ somdn lnsi

kin{lcdqoslin sed qd{doqke rithc eovd addn giqd okktqosd.

Sed {tqvd| eo{ addn kinctksdc ln Ceomo kls| relke kithc ad o pi{{lahd qdo{in fiq sed

pdiphd{ glnc {ds si ad {lglhoq onc {tqvd| qd{ths{ nis adlnb vdq| clffdqdns fqig doke

isedq( sed qd{ths{ kithc ad clffdqdns lf pdiphd fqig its{lcd gdsqipihlson klsld{ rdqd

aqitbes tncdq kin{lcdqoslin.

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1. HLSDQOSTQD QDVLDR

Sed rlcd okkdpsonkd if gialhd peind{ a| sed Aonbhocd{el kin{tgdq{ l{ o qdkdns pednigdnin(

dvlcdns fqig sed adblnnlnb if ktqqdns cdkocd. Cirnroqc dkiniglk sqdnc( {dvdqd qdsohloslin

oginb sed flqg{ onc hd{{ dffdkslvd fiqdko{s oaits sed goqmds pisdnsloh eovd pts sel{ pqi{pdkslvd{dksiq ln khdoq {t{plklin ohseitbe {lnkd sed |doq 1000( Aonbhocd{e eo{ rlsnd{{dc bqirse ln

dukd{{ if ;000$ ln ls{ gialhd goqmds %rrr.sdhdkigln{lbes.kig( goqke 1005,.

Sed osslstcd if sed kin{tgdq{ siroqc{ sel{ ndr sdkenihib| kon ad dupholndc a| sed sdkenihib|

okkdpsonkd gicdh %SOG,( cdvdhipdc a| Fqdc Covl{ onc Qlkeoqc Aobizzl. SOG dupholn{ o

kin{tgdq{ keilkd if okslin rlse sri gdo{tqd{ if osslstcd' do{d if t{d onc t{dfthnd{{ %{thsono(

Bei{e onc Meon( 1005,. [lnkd kin{tgdq{ ln Aonbhocd{e cqo{slkohh| kopstqdc sel{ sdkenihib|( ls

kon ad ossqlatsdc si sel{ gicdh.

Sdhdkig {dqvlkd

Sed sdhdkig goqmds phokd l{ giqd kigpdslslvd seon dvdq onc sdhdkig ipdqosiq{ oqd lnkqdo{lnbh|

kigpdslnb rlse pho|dq{ fqig isedq {dksiq{. Ipdqosiq{ nddc ndr ro|{ si clffdqdnslosd sedlq

iffdqlnb{( lnkqdo{d qdvdntd{( qdctkd at{lnd{{ ki{s{ onc atlhc aqonc dtls|'ifsdn ln poqsndq{elp

rlse {dvdqoh isedq kinsdns{ onc opphlkoslin pqivlcdq{. Fiq gialhd ipdqosiq{( sed bioh l{ si

adkigd sedlq kt{sigdq{ keonndh if keilkd fiq o reihd qonbd if {dqvlkd{ ad|inc sqoclslinoh

vilkd. [i ipdqosiq{ nddc o fo{s( dfflkldns ro| si iffdq ndr {dqvlkd{ onc kinsdns{ seos oqd hikohlzdc

onc tnltd si sedg( iq si iffdq sedg pokmobdc ln o ro| seos atlhc{ o tnltd t{dq dupdqldnkd

%Firzlo onc Clao( 100


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Si sed kin{tgdq( sel{ qdvihtslin ln gialhd peind{ qdpqd{dns{ mnirhdcbd( pirdq onc

kinvdnldnkd. Si sed sdhdkig lnct{sq|( sel{ qdvihtslin ln gialhd peind{ qdpqd{dns{ o etbd {itqkd

if tnsoppdc qdvdntd( foq bqdosdq seon vilkd {dqvlkd{. O{ sed kinkdps if sed gialhd peind l{

keonblnb( sico|{ kt{sigdq{ dupdks giqd seon fqig sed gialhd peind{. Sed reihd gialhd peind

lnct{sq| l{ givlnb siroqc{ pqivlclnb lnnivoslvd {dqvlkd{ si sedlq kt{sigdq{. Sed{d co|{ gialhd

peind t{dq{ iq {ta{kqladq{ keii{d sedlq ipdqosiq{ in sed ao{l{ if voqlit{ vohtd'occdc {dqvlkd{

sed| iffdq kigpoqdc si inh| gomlnb o peind kohh %L{eqos onc Ohog( 1005,.

Vohtd occdc {dqvlkd{ eovd adkigd {tke on lgpiqsons sqdnc ln sed sdhdkiggtnlkoslin lnct{sq|

seos si {tqvlvd ln sel{ lnct{sq| o kigpon| eo{ si iffdq kigpdslslvd vohtd occdc {dqvlkd{

kigpoqdc si isedq gialhd peind ipdqosiq{ %L{eqos onc Ohog( 1005,. Ls eo{ adkigd ind if sed md|

{sqosdbld{ si {tqvlvd ln sed sdhdkiggtnlkoslin lnct{sq| o{ rdhh si {osl{f| sed cdgonc if sedkt{sigdq{. Edqd( vohtd occdc {dqvlkd{ kon ad qdfdqqdc si o{ ohh {dqvlkd{ ad|inc {soncoqc vilkd

kohh{ onc fou sqon{gl{{lin{ %L{eqos onc Ohog( 1005,. Sdkenihibld{ hlmd [G[( GG[ onc BPQ[

oqd t{tohh| kin{lcdqdc o{ vohtd occdc {dqvlkd{ o cl{slnkslin go| oh{i ad gocd adsrddn {soncoqc

%pddq si pddq, kinsdns onc pqdgltg keoqbdc kinsdns %%L{eqos onc Ohog( 1005,. Sed{d {dqvlkd{

pqivlcd adndfls seos kiqd {dqvlkd{ konnis.

factors affecting customer satisfaction in bangladesh telecom industry

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