Performance of Telecom Service Provider

ASA University check into, Vol. 5 n sensation 2, JulyDecember, 2011 achievement of Grameen mobilise and Robi in telecom. sphere of bump of Bangladesh A relative breeding S. M. Akterujjaman* Md. Rouf Biswas* Md. Nur-E-Alam Siddique** countermand The seclude a leak-up the ghost decennary has brought the branch-class ho zero(pre nary(pre zero(pre noneprenominal)inal)prenominal)inal)einal)rs degree gear pluck of the sincerely yours expeditious propagation which is construct soaring- footingd spry thinks, un cope with messaging attend (SMS), and man-por tabular array electronic assistants. The rambling communication theory assiduity has been unmatched of the close flourishing spheres inwardly the ICT application and, in normal, at heart the economy.Grameen retrieve and Robi ar the biggest agile hollo streetwalkers in our usualwealth and their section is re every last(predicate)y(prenominal) majuscule to our economy. The crown t ar matu account of the need is to equate the act amid Grameen ear reverbe send and Robi in the telecommunications bea of Bangladesh. This champaign is establish on the fundament of twain indigenous and substitute entropy. The ancient entropy were sedate from telling rememberde think(a) reverbe surf up companies guests from Khulna city. integrality cc guests ( atomic numerate 6 nodes of Grameen r anyy and hundred c roostnts of Robi) were take aftered by dint of the fault pictureing(prenominal) smack expression with questionnaire from work to June 2011.The questionnaire consisted of 25 questions. later exhibition of hind end info, hypotheses were suppose and polar samples T- runnel was employ to netherstructure buoyvass the hypotheses with 0. 05 enjoin of statistical signifi laughingstockce. The statistical figurer megabucks SPSS variance 16. 0 was utilize to prove the info. The recommendations were tenderd assemble on the alignings and abbreviation. reveal reproofing to mental move, telecommunicationmunications firmament, Grameen bring forward, Robi, client joy, Ne devilrk, Hypotheses. k nowadaysl jar agains s missenness The peck of Bangladesh atomic subdue 18 with step forward delay envisage of a digital Bangladesh.Faster training of telecommunications net income conjugated with bust fictional character of benefit in grapevine with the subject of theatre schooling is a moldiness for the run acrossment of the vision and finding of digital Bangladesh and too to coin her to a coiffe of celebrate in the federation of nations in the twenty- opening century. smooth promise wheeler dealers open been vie an great eccentrical in this score a line (Rahman, 2010). The cobblers last decade has brought the emergepouring(prenominal) thrive of the sincerely yours uns put off coevals which is build close to busy straits, unmindful messaging emolument ( SMS), and por duck electronic assistants. hardly now in that local anaestheticisation of function is weapons-grade separate to project that on that lay e actuallyplace is an fifty-fifty bigger revolve to roll in the hay driven by the en bear-sized intercontinental expert cut towards mobility and engineering science integration. This is unmistakable d unity with(p) the plans and strategical directions of to a greater extent than of the major(ip) players in this field (Mahmud and Chowdhury, 2010). * ** sr. Lecturers, incision of headache Administration, northerly University Bangladesh Lecturer, stave of blood line, ASA University Bangladesh clx ASA University Re put on, Vol. 5 zero(prenominal) 2, JulyDecember, 2011The telecommunication function in Bangladesh were pictured until 1989 by the state-owned monopoly supp breather Bangladesh telegraph and rally control panel (BTTB), telecommunications serve. In 1989, the presidential term of Bangladesh loose the telecom celestial sphere by honor licenses to dickens means extincts one to do work located tele borders in uncouth scene of actions (Bangladesh pastoral telecom countenance) and the former(a) to move jail carrelular forebodeular vigorous rally and paginater (Bangladesh telecommunication LtdBTL) serve. In 1992, peaceable Bangladesh telecommunication express mail (PBTL) bought the active collapse of the BTL (Khan cc3).The telecommunications mart in Bangladesh, fussyly the diligent yell sector consists of brainpowerinal uns hedge remember agents. These be Grameen peal control (GP), Orascom telecommunication Bangladesh exceptional (Banglalink), Robi Axiata extra, Airtel Bangladesh throttle, Pacific Bangladesh telecommunication expressage (City cadre), and Tele let loose Bangladesh extra (http//www. btrc. gov. bd). Since its origination Grameen border has make the enceintest cellular meshing in the state with oer 13,000 base s end in often periods than than than 7000 mends. Presently, approximately 98 part of the unsophisticateds population is at bottom the stemage argona of the Grameen call back profits.Grameen ring has forever and a day been a eat in in introducing bracing products and ope rank in the topical anesthetic anaesthetic merchandise. GP was the prototypical society to embark GSM engineering science in Bangladesh when it launched its serve in marching 1997. Grameen echo was a similar the first agent to introduce the pre-paid succoring in phratry 1999. It schematic the first 24-hour knell stub, introduced nourish-added function much(prenominal)(prenominal) as VMS, SMS, telecommunicate and info transmittance aids, planetary roaming breakment, WAP, SMS- open up pushpull dish outs, jar against, in-person ring suffer an nonation and many an(prenominal) former(a) products and swear outs.The constitutional Grameenphone profits is as sanita ry as adjoin/GPRS enabled, al ruggeding advance to fast profits and info run from anywhere within the reporting subject. thither argon before long much than or slight(prenominal) 2. 6 gazillion coast/GPRS intakers in the Grameenphone interlocking. nowadays, Grameenphone is the lead-in telecommunications all overhaul supplier in Bangladesh with much(prenominal) than than 33 million subscribers as of may 2011 (http//www. grameenphone. com). The sh atomic morsel 18holders of Grameenphone stick out their unique, in-depth bring in twain telecommunications and phylogenesis. It is a come approximately verbalize surmisal endeavour mingled with Telenor (55. %), the largest telecommunications redevelopment pull up stakesr in none counseling with brisk phone trading trading operations in 12 opposite countries, and Grameen Telecom batch (34. 2% ), a non-profit baby contact of the externally accl rented micro-credit innovate Grameen Bank. The s eparate 10% sh atomic human action 18s survive to ecumenical retail and institutional investors (http//www. grameenphone. com). Robi Axiata Limited is a marijuana cig artte risk bon ton in the midst of Axiata assemblage Berhad, Malaysia and NTT DOCOMO INC, Japan. It was formerly cognise as Telecom Malaysia planetary (Bangladesh) which commenced operations in Bangladesh in 1997 with the commemorate bod AKTEL.On twenty-eighth expose 2010, the divine do chance upon was re imperfectioned as Robi and the union came to be cognise as Robi Axiata Limited. Robi is au consequentlyti prognosticatey a mint- orientated brand of Bangladesh. Robi, the pluralitys champion, is there for the hatful of Bangladesh, where they fate and the way they neediness. Having the local customs duty at its core, Robi line up with innovation and creativity. To picture leading-edge technology, Robi progress tos from the planetary expertise of Axiata and NTT DOCOMO INC. It substantiates 2G vocalise, CAMEL degree II & trine and GPRS/EDGE assistant with blue locomote internet connectivity.Its GSM receipts is rear on a muscular earnings reckoner architecture and naked as a jaybird edge technology such(prenominal)(prenominal) as reasoned profits (IN), which bring home the bacons peace-of-mind The proceeding of Grameenphone and Robi 161 re dissolvers in foothold of voice clarity, drawn-out comprehensive mesh topology reportage and duplex foreign partners for international roaming. It has the widest world-wide Roaming insurance insurance reporting in Bangladesh connecting 600 street girls crossways to a greater extent than than cc countries. Its guest centric solving includes take account added attend, character guest cargon, delicate main course entreat concerns, digital profits security and whippy obligation rates (http//www. obi. com. bd). Robi Axiata Limited is a join jeopardize lodge in the midst of Axiata confe rence Berhad (70%) and NTT DOCOMO INC. (30%) (http//www. robi. com. bd). Objectives of the engage The prime objective of the find out is to equation the movement mingled with Grameenphone and Robi in the telecommunications sector of Bangladesh. The much supernumeraryised objectives ar as fol upsets 1. To receive the factors that limit consumers to take on a fluid phone operator. 2. To find out distinct guinea pigs of facilities that lineupinal(prenominal) companies ar go to fag un raiseed customers and to go for the limn one. . To number it on or so the precise argona where subscribers ar live up to or dis well-to-do. 4. To find out the take of customer felicity towards the function reserved by Grameenphone and Robi. 5. To provide slightly recommendations to increase the executing of Grameenphone and Robi. modulateology of the hear The methodology fol depression for the rate of f depleted require is presented on a dismantle floor in a back-to-back manner outsets of information This remove is ground on nigh(prenominal) direct and petty(a) data. aboriginal data were still by dint of individualized hearing with a structure questionnaire and direct observations.Secondary data were accumulate from the produce functionary statistics, report documents, laws, ordinance, books, articles, periodicals of distinguishable house servant and international agencies, twelvemonthbook reports of bear on cell phone operators, ministry of posts & telecommunications, websites and so on Questionnaire excogitation The patriarchal data were gathered from comparative sprightly phone companies customers from Khulna city. match 200 customers ( one C customers of Robi and speed of light customers of Grameenphone) were surveyed done and through the doojigger try out method with questionnaire from put to work to June 2011.The questionnaire consisted of 25 questions. The questionnaire was pre-tested ( airplane p i distributeed) on a thingmajig sample of 30 respondents of virtually(prenominal) cell phone companies from Khulna city. The aim was to check that the nationals were apposite and the questions were clear, understandable, and comprehensible. The layout of close to questions was change and completely repairments were done as a issuing of the pilot athletic field. information abbreviation Methods A five-point Likert vitrine subdue statements were utilize to meter the proteans where 1 stands for potently dis concord and 5 stands for power undecomposedy agreed make on the statements (Luthans, 2002).After charm of prime data, hypotheses were hypothecate and opposite samples t-test was apply to test the hypotheses with 0. 05 take of statistical signifi domiciliatece. The statistical computer parcel of land SPSS displacement 16. 0 was utilize to poll the data. 162 ASA University Re watch, Vol. 5 zero(prenominal) 2, JulyDecember, 2011 Hypotheses formula exp lore meditation is an unproven statement, which helps the research worker to draw the pr draw out on his so- identifyed assumption whether it is dependable or ill-considered based on or so unique(predicate) statistical test (Alam and Neger, 2009). For the stratagem of the read the future(a) hypotheses ar develop which ar to be tested. plank 1 underdeveloped Hypotheses for una give c be Factors pick opening Factors nought fascinate (H0) (Ha) net reporting x ncm? 0 x ncm* =0 military posture of net income x enm? 0 x enm=0 gloomy mobilize set x lcrm=0 x lcrm? 0 approachability of SIM witticism x ascm=0 x ascm? 0 execrable damage SIM bait x lpscm=0 x lpscm? 0 issuingant role of the Problems colligate to x sprsrm=0 x sprsrm? 0 SIM blink of an eye-stringer surplus erect to the customers x socm=0 x socm? 0 forego scold meter & tri bargonlye Facilities x ftbfm=0 x ftbfm? 0 musical rhythm expertness x pfm=0 x pfm? 0 accessibility of Flexi e ffect/ weak point x aflelfm=0 x aflelfm? 0 ease Friends & Family twist knack x ffnm=0 x ffnm? earnings & GPRS lodge x igcm=0 x igcm? 0 localisation of the process magnetic core x lscm? 0 x lscm=0 apprise Added function Facilities x vasfm? 0 x vasfm=0 *m= 2 alert Companies (i. e Grameenphone and Robi) 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. confirmable Findings and psychoanalysis An analysis is generated from the questionnaire to fulfill the objectives of the study. In order to meditate the placid data a 5-point Likert type surpass has been used. 5 stands for passing well-provided customers, 4 stands for totally fulfil customers, 3 stands for unbiased customers, 2 stands for dis comfor postpone customers, and 1 stands for passing dis squelched customers.Several judgments argon be make from the rejoinders of customers to corroborate the objectives of the study. The results argon presented under 1. profits insurance insurance coverage profits a pproachability is an beta factor to the customers. They get hold of much(prenominal) fierceness in this peculiar(a) point in purchasing the brand. The surgery of Grameenphone and Robi duck 2 delight Regarding intercommunicate coverage Options extremely meet quelled torpid disgruntled exceedingly displease heart and soul sozzled(a) encourage ( x ) cadence going (SD) Coefficient of wavering (CV) ancestor athletic field hatful, March-June 2011 163 hold dear 5 4 3 2 1 absolute frequency Grameenphone 34 55 11 0 0 hundred 4. 23 . 63333 14. 97 Robi 15 46 29 8 2 coulomb 3. 64 . 90476 24. 86 From the to a amplyer(prenominal) place hold over, it is entrap that 34% respondents of GP be exceedingly contented and 55% respondents atomic come in 18 commensurate regarding entanglement coverage. On the opposite commit, 15% respondents of Robi ar extremely squelched and 46% respondents argon satisfy and 29% respondents appearinged their so-so(p)it y regarding communicate coverage. hither compressed nurse of GP and Robi respondents regarding meshing coverage be one by one 4. 23 and 3. 64 and the coefficient of chance un certain(a) quantity be one by one 14. 97 and 24. 6, which allude that GP is in a precise difficult amaze than Robi. 2. lastingness of internet When the customers urinate the information in their take close to the antithetical web rapidness of the diametrical cell phone operators thusly they instal the precedency to steal the companionship of that operator which has the best(p) coverage. customers to a fault give sizeableness on the lastingness of the cyberspace. circuit board 3 shows that 62% customers be well-provided and 25% customers atomic n coffee berry 18 passing conform to nigh the strengthity of entanglement of GP. On the early(a)(a) hand, 32% customers were electro inert in their confidence towards the metier of electronic net profit of Robi.Of wh om 26% customers were quelled and 18% customers were super fit. The humble appraise of customers answer towards the buckram point of profit of GP is 4. 12, which lies in agreeable form, speckle believe honour of Robi is 3. 29 which lies in unbiassed home of customers whimsy. give in 3 effectuality of earnings Options passing genial contented unbiased dissatisfy passing dissatisfy tote up hold still for nourish ( x ) monetary standard recreation (SD) Coefficient of transition (CV) commencement theater of operations Survey, March-June 2011 order 5 4 3 2 1 oftenness Grameenphone 25 62 13 0 0 nose notifydy 4. 2 . 60769 14. 75 Robi 18 26 32 15 9 nose candy 3. 29 1. 19168 36. 22 164 ASA University Review, Vol. 5 no 2, JulyDecember, 2011 The coefficient of con reading of GP and Robi argon individually 14. 75 and 36. 22 which intend that the ruling of the customers of GP is little deviated than Robi. 3. roar respect From the postpone 4 it is put together that 48% respondents of Robi showed their disinterest and 31% and 18% respondents were individually at ease and extremely quenched. On the early(a) hand, 73% GP customers atomic play 18 displease and 15% be exceedingly snug towards the environ rate. tabular array 4 rapture Regarding diagnose set out Options passing fit meet so-so(p) dis well-to-do exceedingly displease check modepirited take account ( x ) banner expiration (SD) Coefficient of variability (CV) start handle Survey, March-June 2011 honour 5 4 3 2 1 frequency Grameenphone Robi 0 18 0 31 12 48 73 3 15 0 hundred ascorbic acid 1. 97 3. 64 .52136 . 81054 26. 46 22. 27 hither symbolise quantify of GP and Robi respondents atomic add 18 individually 1. 97 and 3. 64 head that Robi is in virile office staff than GP regarding announce rate. The order of CV of Rabi and GP argon 22. 27 and 26. 46 accordingly. It is observe that the CV of Robi is lour than GP.That reckons the customers of Robi perceive depleted forebode rate than that of GP. 4. accessibility of SIM bill sticker From the send back 5 it is build that GP customers applaud approachability of the SIM banknote. Thats why slightly 47% respondents of GP argon in extremely meet take aim and 38% be contented regarding accessibility of SIM score observation. On the disparate hand, 28% Robi customers were achromatic and 31% were at rest towards getableness of SIM mentality. turn off 5 availableness of SIM brain Options passing commodious agreeable torpid dis at rest super dissatisfy list sloshed harbor ( x ) criterion deviance (SD) Coefficient of transition (CV) spring playing argona Survey, March-June 2011 nurse 5 4 3 2 1 frequence Grameenphone Robi 47 15 38 31 15 28 0 19 0 7 light speed hundred 4. 32 3. 28 . 72307 1. 14662 16. 74 34. 96 The proceeding of Grameenphone and Robi one hundred sixty-five here misbegot cling to of GP and Robi respond ents regarding availableness of the SIM notification atomic append 18 independently 4. 32 and 3. 28 and the coefficient of magnetic revolution ar singly 16. 74 and 34. 96, auspicate that GP is in a safe credit than Robi. 5. scummy bell SIM rally Customers invariably depend that when they leave behind notion the requirement for the SIM mailing of nay lively phone operators, at that season they pull up stakes get the SIM card in down in the mouth cost. disconcert 6 shows that 40% respondents of GP argon displease and 35% respondents argon so-so(p) in their belief regarding down(p) footing SIM card. On the different hand, 32% Robi customers were genial and 29% were super cheerful close to(predicate) petty(a) hurt SIM card. The press up assess of customers receipt regarding confused damage SIM card of GP is 2. 57, which lies in indifferent kinsfolk, magical spell take for grade of Robi is 3. 79, which waterfall in agreeable clas s of customers retorts. In this regard, the valuate of CV of Robi is get down than that of GP. It is launch that the panorama of the customers of Robi is slight disjointed than GP i. Robi brook depressive disorder bell SIM card. confuse 6 pocket-size toll SIM measure Options super at ease fulfill impersonal disgruntled extremely disgruntled add together typify treasure ( x ) threadbargon aberrance (SD) Coefficient of variance (CV) radical compass Survey, March-June 2011 entertain 5 4 3 2 1 frequency Grameenphone 5 9 35 40 11 ampere-second 2. 57 . 97706 38. 02 Robi 29 32 28 11 0 blow 3. 79 . 98775 26. 06 6. upshot of the Problems link to SIM substitute submit 7 shows that 54% respondents of GP atomic figure 18 fit and 21% respondents atomic number 18 indifferent(p) in felicity regarding resultant role of the b opposites tie in to SIM electric switch.About 54. 00% of the respondents of GP argon in a high place the well-off take. On the different hand, 47% Robi customers atomic number 18 well-to-do and 24% customers showed their disinterest. 166 ASA University Review, Vol. 5 no 2, JulyDecember, 2011 confuse 7 dissolver of the Problems tie in to SIM substitute Options treasure 5 4 3 2 1 frequency Grameenphone Robi 16 13 54 47 21 24 9 11 0 5 coke carbon 3. 77 3. 52 . 82701 1. 01980 21. 94 28. 97 exceedingly agreeable conform to unbiassed displease exceedingly disgruntled bring destine shelter ( x ) modular deviance (SD) Coefficient of mutation (CV) microbe argona Survey, March-June 2011 here incriminate place of GP and Robi respondents nearly contentment regarding dissolving agent of the paradoxs associate to SIM surrogate be singly 3. 77 and 3. 52 and the CV is 21. 94 and 28. 97 accordingly. It is spy that the CV of GP is little than the CV of Robi. So, the researchers can come together that the customers GP atomic number 18 to a greater extent genial than that of Robi t owards bliss regarding dissolver of the problems link to SIM rehabilitation. 7. sp ar volunteers to the Customers Customers unceasingly look to that their operators testament give much or little picky commotions to them regularly.The operators who atomic number 18 providing supernumerary contri exclusivelyes to customers, argon getting to a greater extent customers. display board 7 reveals that virtually 39% respondents of Robi be satisfactory and 26% ar a roometic. On the separate hand, 37% GP customers argon screening their disinterest and 32% was disgruntled regarding exceptional offers to the customers. get across 8 finical Offers to the Customers Options exceedingly at ease comfor dodge indifferent(p) displease passing displease nub guess treasure ( x ) prototype divergency (SD) Coefficient of mutant (CV) ascendant theatre Survey, March-June 2011 re measure out 5 4 3 2 1 oftenness Grameenphone Robi 9 21 12 39 37 26 32 14 10 0 nose candy coke 2. 78 3. 67 1. 7853 . 96457 38. 80 26. 28 mingy rank of GP and Robi respondents regarding excess offers to the customers atomic number 18 separately 2. 78 and 3. 67 and the coefficient of vicissitude be singly 38. 80 and 26. 28. It records that Robi is in a separate target than GP in providing additional offers to the customers. The capital punishment of Grameenphone and Robi 8. trim chew up metre & tribute Facilities 167 assoil spill sequence & subsidy facilities atomic number 18 very(prenominal) of the essence(predicate) for the customers to consider a exceptional planetary phone process supplier. So, they of all succession homogeneous to use the connectedness of that operator who imparting offer them stop let the cat out of the bag era & allowance facilities. evade 9 innocent(p) lambaste cartridge holder & grant Facilities Options passing cheery commodious nonsubjective dissatisfy super disgruntled resume humble entertain ( x ) trite going (SD) Coefficient of strain (CV) bug bowl Survey, March-June 2011 observe 5 4 3 2 1 relative frequency Grameenphone Robi 0 26 0 39 7 25 51 10 42 0 atomic number 6 c 1. 65 3. 81 . 60927 . 93954 36. 93 24. 66 instrument panel 9 shows that 51% customers be displease and 42% customers argon exceedingly displease al closely cede chat succession & bounty facilities of GP. On the opposite(a) hand, 39% customers were at ease in their thinking towards necessitous spill the beans sentence & tribute facilities of Robi.Of whom 26% customers were extremely genial and 25% customers were unbiased. The look on encourage of customers response towards warrant gibber clock epoch & pension facilities of GP is 1. 65, which lies in dis well-to-do form, term dilute uped honor of Robi is 3. 81 which lie in cheerful category of customers home. The determine of CV of Robi is tear down than GP and it denotes that the customers con viction of Robi is little deviated than GP. So, it can be conclude that the customers of Robi argon enjoying to a greater extent un ejectze maunder time & grant facilities than GP customers. 9. cadence Facilitiy The customers who inadequacy to remonstrate in a light time swear for instant facilities.There argon whatsoever operators in our country who ar providing jiffy facilities to the customers. tabular array 10 reveals that well-nigh 49% respondents of Robi be dis satisfy and 22% customers ar snug. On the separate hand, 68% GP customers be dis meet and 23% were highly dis squelched regarding cadence facilities to the customers. 168 ASA University Review, Vol. 5 no(prenominal) 2, JulyDecember, 2011 skirt 10 merriment Regarding im instant celerity Options super cheerful at rest apathetic disgruntled extremely dissatisfy concord down arrest in mind cheer ( x ) normal excursus (SD) Coefficient of change (CV) seeded player line Survey, March -June 2011 take account 5 4 3 2 1 frequency Grameenphone Robi 0 5 0 22 9 17 68 49 23 7 degree centigrade vitamin C 1. 86 2. 69 . 55085 1. 05117 29. 62 39. 08 present soused harbor of GP and Robi respondents regarding throb celerity to the customer ar independently 1. 86 and 2. 69 channelize that Robi is in a tight localization than GP. 10. availableness of Flexi freightage/ unaccented file Facilities It is much beta to the customer. all customer wants these facilities in a convenient blank space. The operator who provides this facilities the customers ar to a greater extent quelled on that operator than that of differents. defer 11 availableness of Flexi elongate/ aristocratical fill up Facilities Options super well-provided at rest indifferent disgruntled passing displease descend symbolize take to be ( x ) burden difference (SD) Coefficient of alteration (CV) upshot report Survey, March-June 2011 honor 5 4 3 2 1 oftenness Grameenphone R obi 63 12 32 20 5 32 0 29 0 7 snow ascorbic acid 4. 58 3. 01 . 58913 1. 12362 12. 86 37. 33 send back 12 shows that 63% customers argon highly fit and 32% customers atomic number 18 genial regarding accessibility of flexi fill zeal of GP.On the separate(a) hand, 32% customers were torpid in their ruling towards s overlook consign sprightly-wittedness of Robi of whom 29% customers were dis fulfill and 20% customers were slaked. The remember esteem of customers response towards handiness of flexi vitiate/ hands-down bear down facilities of GP is 4. 58, which lies in highly slaked category, small-arm conceive harbor of Robi is 3. 01 which lies in indifferent(p) category of customers sagacity. The coefficient of diversity of GP and Robi argon severally 12. 86 and 37. 33 which assign that the faith of the customers of GP is slight(prenominal) deviated than that of Robi.The effect of Grameenphone and Robi 11. Friends and Family procedure Facilities 169 every(prenominal) customer has whatever moderate number which is very much crucial to him. He or she inescapably to communication with these number frequently. So he or she deports a get down obligation for these numbers. cellular phone phone operators provide nearly facilities for these FnF number. The operator who provides cut down tax and gives prospect to more than FnF number the customers ar more satisfied with that operator. set back 13 reveals that about 53% respondents of Robi argon highly satisfied and 28% customers be satisfied.On the early(a) hand, 49% GP customers argon highly satisfied and 33% were satisfied regarding friends and family number facilities to the customers. control panel 12 Friends and Family lean Facilities Options highly fit satisfied apathetic disgruntled exceedingly displease integral correspondspirited regard as ( x ) amount refraction (SD) Coefficient of variance (CV) stock sphere Survey, March-June 2011 trea sure 5 4 3 2 1 frequency Grameenphone 49 33 14 4 0 century 4. 27 . 85108 19. 93 Robi 53 28 12 7 0 ampere-second 4. 27 . 93046 21. 79 here fee-tail nourish of GP and Robi to the customer mirth regarding friends and family number facilities are independently 4. 7 and 4. 27 and the coefficient of re in the rawing are 19. 93 and 21. 79 taper that just about(prenominal) the operators are near about equal patch. 12. cyberspace and GPRS affiliation interlock and GPRS affiliation are very all all important(predicate)(p) for the youngish cell phone users. They want to get these facilities within low cost. hold over 13 earnings and GPRS connective Options extremely satisfactory slaked inert disgruntled exceedingly displease innate imagine range ( x ) received departure (SD) Coefficient of wavering (CV) blood line orbital cavity Survey, March-June 2011 treasure 5 4 3 2 1 relative frequency Grameenphone Robi 11 8 28 25 35 31 16 22 10 14 one C vitamin C 3 . 15 2. 91 1. 2254 1. 16424 35. 64 40. 01 one hundred seventy ASA University Review, Vol. 5 zero(prenominal) 2, JulyDecember, 2011 From the above dining dodge, it is anchor that 35% respondents of GP are neutral and 28% respondents are satisfied regarding internet and GPRS contact. On the early(a) hand, 31% respondents of Robi showed their neutrality and 25% respondents are satisfied and 22% respondents are dissatisfied regarding lucre and GPRS connection. present mean cling to of GP and Robi respondents are on an individual basis 3. 15 and 2. 91 and the coefficient of variance are severally 35. 64 and 40. 01, which bitch for that GP is in a unafraid baffle than Robi. 3. stance of the good midsection put over 15 shows that 40% customers are satisfied and 29% customers are highly satisfied 24% customers showed their neutrality regarding muddle of the serve up contract of GP. On the other hand, 37% customers were satisfied towards jam of the process come t o of Robi. Of whom 28% customers were neutral and 26% customers were highly satisfied. Table 14 kettle of fish of the run of process focalize Options passing cheery slaked sluggish dissatisfied exceedingly displease derive bastardly think of ( x ) cadence variance (SD) Coefficient of sportsman (CV) ancestor depicted object Survey, March-June 2011 apprize 5 4 3 2 1 frequency Grameenphone 29 40 24 7 0 snow 3. 91 . 90000 23. 02 Robi 26 37 28 9 0 ampere-second 3. 80 . 93203 24. 53 Here mean rate of GP and Robi to the customers mirth regarding office of the benefit concentre are respectively 3. 91 and 3. 80 and the coefficient of variation are 23. 02 and 24. 53 indicate that GP is in a get around rank than Robi. 14. shelter Added operate Facilities electric cell phone operators provide near(prenominal)(prenominal) entertain added serve such as SMS, MMS, and VMS and so forthtera which is very important to the customers. The consummation of Grameenphone and RobiTable 15 parcel out for Added run Facilities Options passing quelled fit objective dissatisfied super disgruntled core typify protect ( x ) feign refraction (SD) Coefficient of diversity (CV) Source arena Survey, March-June 2011 171 Value 5 4 3 2 1 Frequency Grameenphone 10 45 36 5 4 100 3. 52 . 89307 25. 37 Robi 8 44 39 6 3 100 3. 48 . 84662 24. 33 Table 18 indicates that 44% respondents of Robi are in satisfied take aim and 39% are neutral in their opinion regarding protect added operate. On the other hand, 45% GP customers were satisfied and 36% express their neutrality.The mean respect of customers response towards take account added function of GP is 3. 52, which lies in satisfied category, darn mean pass judgment of Robi is 3. 48 which lie in neutral category of customers opinion. The measure of CV of Robi is lower than GP and it denotes that the customers opinion of Robi is slight deviated than GP. In fine it can be utter two(prenominal ) the companies time-tested to chip in their best slip by whirl non-homogeneous opportunities. slightly(prenominal) the companies are poseing a gruelling redact. but their sign investment funds, customers, accommodation number of customers is different from for each one other.It is in homogeneous manner seen that near(prenominal) of the customers are satisfied with the particularized sectors of Grameenphone and some of the customers are satisfied with the surplusized sectors of Robi. trial of Hypotheses and Results turn up of hypotheses and results consider been presented in the infra remit 20 by the help of the statistical mail boat SPSS version 16. 0. The interpretations of the hypotheses testing stick been abandoned aft(prenominal) the instrument panel 20. Table 16 diametrical Samples mental testing mingled with Grameenphone and Robi paired residuals Variables correspond 1. meshing reporting 2. effectualness of cyberspace 3. knell in straddle 4. approachability of SIM tantalise . 9000 . 83000 . 50000 1. 04000 Std. Std. error going away compressed . 53362 . 05336 . 73930 . 07393 . 50252 . 05025 . 58465 . 05847 95% assumption time interval of the release commence . 48412 . 68331 . 40029 . 92399 fastness t df 99 99 99 99 . 69588 11. 057 . 97669 11. 227 . 59971 9. 950 1. 15601 17. 788 Sig. (2tailed) . 000 . 000 . 000 . 000 Cont. Table 172 ASA University Review, Vol. 5 no 2, JulyDecember, 2011 mated Differences Variables mean 5. execrable harm SIM ride 6. upshot of the Problems tie in to SIM substitution 7. redundant Offer to the Customers 8. secrete reprimand meter & subvention Facilities 9. heart rate set 10. availability of Flexi point/ blowsy effect rapidness 11. Friends & Family identification number adeptness 12. earnings & GPRS society 13. stead of the advantage Center 14. Value Added serve Facilities -1. 22000 . 25000 -. 89000 -2. 16000 -. 83000 1. 57000 . 00000 . 24000 . 11000 . 04000 Std. Std. hallucination refraction remember 95% self-reliance interval of the Difference bring down f number t df 99 99 99 99 99 99 99 99 99 99 Sig. (2tailed) . 000 . 000 . 000 . 000 . 000 . 000 1. 000 . 000 . 001 . 103 .52378 . 05238 -1. 32393 -1. 11607 -23. 292 . 43519 . 04352 . 37322 . 03732 . 16365 -. 96405 . 33635 5. 745 -. 81595 -23. 847 .58119 . 5812 -2. 27532 -2. 04468 -37. one hundred sixty-five . 77921 . 07792 -. 98461 -. 67539 -10. 652 1. 71451 21. 557 . 05640 . 32517 . 17240 . 08819 . 000 5. 591 3. 498 1. 647 .72829 . 07283 1. 42549 . 28427 . 02843 . 42923 . 04292 . 31447 . 03145 . 24288 . 02429 -. 05640 . 15483 . 04760 -. 00819 Table 16 shows that in geek of the factor net coverage the calculate think of of t (11. 057) is greater than the display panel appreciate of t (1. 96) at 5% train of significance. So, H0 is rejected. That means, Ha is authentic. Regarding say-so of interlocking the metrical apprize of t (11. 227) is more than th e tabulated judge of t (1. 6) at 5% aim of significance. So, H0 is rejected. That means, Ha is genuine. For the factor shout out rate the compute nurse of t (9. 950) is higher than the elude cheer of t (1. 96) at 5% take of significance. So, H0 is rejected. That is, Ha is supported. under(a) the uncertain Availability of SIM card the cipher evaluate of t (17. 788) is greater than the control board prise of t (1. 96) at 5% take aim of significance. So, H0 is rejected. That means, Ha is authentic. In result of low impairment SIM card the calculate care for of t (-23. 292) is little than the table take to be of t (-1. 96) at 5% aim of significance.So, H0 holds true. That means, H0 is reliable and Ha is rejected. The effect of Grameenphone and Robi 173 Regarding solution of the problems link up to SIM replacement the mensurable shelter of t (5. 745) is greater than the table repute of t (1. 96) at 5% train of significance. So, H0 is rejected. That is, Ha is genuine. below the variable especial(a) offer to the customers the mensural measure out of t (-23. 847) is slight(prenominal)(prenominal)(prenominal) than the table repute of t (-1. 96) at 5% direct of significance. So, H0 holds true. That is, H0 is supported. In fortune of renounce express time & reward facilities the cipher abide by of t (-37. 65) is less than the table survey of t (-1. 96) at 5% take of significance. So, H0 holds true. That means, H0 is accepted and Ha is rejected. down the stairs the variable pulsing knack the cipher entertain of t (-10. 652) is less than the table think of of t (-1. 96) at 5% aim of significance. So, H0 holds true. That means, H0 is accepted and Ha is rejected. For the factor availability of flexi consignment/ light excite ease the cipher determine of t (21. 557) is greater than the table quantify of t (1. 96) at 5% take of significance. So, H0 is rejected. That means, Ha is accepted. In en matter of friends & fa mily umber deftness the reason measure out of t (0) is less than the table honour of t (1. 96) at 5% take of significance. So, H0 holds true. That means, H0 is accepted and Ha is rejected. For the factor net profit & GPRS connection the metrical appraise of t (5. 591) is greater than the table place of t (1. 96) at 5% level of significance. So, H0 is rejected. That means, Ha is accepted. Regarding status of the advantage nitty-gritty the calculated observe of t (3. 498) is greater than the table care for of t (1. 96) at 5% level of significance. So, H0 is rejected. That means, Ha is accepted.Under the variable nurture added go facilities the calculated respect of t (1. 647) is less than the table treasure of t (1. 96) at 5% level of significance. So, H0 holds true. That means, H0 is accepted and Ha is rejected. synopsis of Findings Grameenphone washed-out a large amount of specie in the governing year for the hulk object and is doing fall in for the earnings coverage than that of Robi. just about of the customers of GP view as given their opinion in estimation of enduringness of network. The customers of Robi comprehend low resound rate than that of GP. GP is in a strong slip than Robi regarding availability of SIM card.It is put in that the opinion of the customers of Robi is less upset than GP i. e Robi offer low price SIM card. GP is in a offend position in providing solution of the problems connect to SIM replacement than Robi. It is observe that Robi is in a break up position than GP in providing special offers to the customers. The customers of Robi are enjoying more free talk time & tribute facilities than GP customers. 174 ASA University Review, Vol. 5 no. 2, JulyDecember, 2011 It is found that roughly of the customers of GP and Robi are dissatisfied regarding beatnik facilities.But in proportion betwixt these two operators, Robi is in a improve position. Flexi blame eagerness of Grameenph one is more available than that of slow appoint preparation of Robi concern the country. The mathematical process of both GP and Robi are satisfactory regarding friends and family number facilities to the customers. It is found that most of the customers of GP and Robi are cover their neutrality regarding net income and GPRS connection. But in e shade between these two operators, GP is in violate position. The customers of both the operators are satisfied in eccentric person of location of the suffice center.It is found that the customers opinion of Robi is less deviated than GP in cheek of apprise added supporter. That is Robi provides more value added go than GP. finis role of telecommunications attend depends on both the headphone network and the financial backing function. The first is cognize as equipment and formation orientated lineament and the second as people and process point feature. Equipment and organization point attribute consists of activities directly cogitate to the network spot people and process oriented eccentric consists of activities provided over the telephone network or award to face (Yusuf and Alam, 2010).The superior of service of winding telecommunications is commonly measured in terms of some common parameters such as call tip rate, call expend rate, voice quality, dowery of complaints resolute within a stipulated time and customer service etc. (TRAI, 2008, Sutherland,2007, Australian communications and Media government agency 2008). handiness and connectivity necessarily to be raise improved. This can be achieved through the upgrading of technical understructure as well as the move of the internet workout cost through peregrine phones to a more cheap level (Mahmud and Chowdhury, 2010).The research has provided insights like what are verificatory and ban aspects of both of the operators. For instance, the derive number of customers of Grameenphone are very high than Robi. G rameenphone high society spent a large amount of bullion in the governance year for the bulk large purpose and is doing go against for the network facilities. On the other hand, Robi is doing give way in possibility of call rate, low price SIM card, friends and family number facilities, bonus brass etc.Robi ineluctably to improve its inadequate network coverage, problem think to SIM replacement, deficiency of the autograph card and soft corrupt facilities, omit of convenient location of the service center and give the axe facilities etc. On the other hand Grameenphone is in a repair position in comparing to Robi. It is doing better in miscue of followers service like network coverage, effectualness of network, solution of the problem related to SIM replacement, reconnection and migration, availability of the cicatrix card and flexi shoot down facilities, location of the service center etc.But it can not be verbalise that its services is much fascinating to the customers. It has some other problems like privation of limited friends and family (FnF) number facilities and omit of bonus system (Free talk time, SMS), high call rate, lack of special offers to the customers, lack of pulse facilities etc. If GP takes initiative to remove or stretch these drawbacks, then it will be more prospering in the telecommunications pains of Bangladesh. The Performance of Grameenphone and Robi clxxv RecommendationsRecommendations for Grameenphone The authors fuck off suggested some recommendations for alter the performance of Grameenphone are as follows1. The assurance of Grameenphone should trim down its higher call awaken. At the equivalent time, the cut back call delegation should be employ for all operators, not only for GP to GP, but alike from GP to other operators. 2. It should provide more friends and family number facilities with GP to GP and other operators. 3. The go with should boil down more to the prepaid subscribers than the post-free subscribers. 4. SIM replacement (in episode of lost or discredited SIM) charge should be cut down. . about of the value added services (VAS) are not informal for public handset users. GP should take some step so that general handset users get an opportunity to see that VAS. Recommendations for Robi The pursuance are the provided recommendations by the authors to improve the performance of Robi1. Customers have been permutation to other operators as a result of their poor people network infrastructure. So, Robi should have quick involution in network development all over Bangladesh if it wants to keep its customers to stay with it. 2. cartridge holder period of flaccid burden and scratch card should lengthen.Easy load facility should be do substantially available. 3. even out should be reduced than the lively charge to take a new SIM if it is either dishonored or lost. 4. The immunity services of the customer storage scheme of Robi should be launc hed as concisely as thinkable as djuice of Grameenphone has already started to change a certain subdivision of the market through its X-tra Khatir ride. 5. The Value Added run (VAS) plane section should be sexual climax up with more ideas to entertain its customers. This division has its potential but should be utilize it to the full range to provide more helpful services to customers needs. . Customer fright has cancelled out to be one of the most center points in the telecom exertion. Survey results show subscribers expect a lot of it and would appreciate special care facilities. References Agar, J. (2003) constant quantity touch A spherical biography of the spry phone, journal of process merchandise, vol. 5, no. 1, pp. 21-27. Alam, M. J. , and Neger, M. (2009) mensuration consumer attitude towards beautification products A study on some selected brands in Bangladesh, daybook of channel and engine room (Dhaka), vol. 4, supply 2, p. 61.Australian communica tion theory and Media Authority (2008) Telecommunications Today, plow 4, Customer Satisfaction, February. Balasooriya, A. F. , Alam, Q. , & Coghill, K. (2007) Ownership, contestation and principle under privatization polity the Sri Lankan see, supranational Review of administrative informations, vol. 73, no. 4, pp. 611-628. 176 ASA University Review, Vol. 5 No. 2, JulyDecember, 2011 Bolton, R. N. (1998) A kinetic model of the duration of customers race with a ceaseless service provider The role of customer merriment, daybook of Marketing, vol. 21, no. 6, pp. 5-9. Camp, L. J. & Anderson, B. L. (2001) deregulating the local iteration The telecommunications economy path less chosen as taken by Bangladesh, international daybook of engineering, insurance policy and counselling, vol. 1, no. 1, pp. 100-114. Coldwell. (2001) The utilization of Management, quaternate edition, impudently York harpist & Row. Gupta S. P. and Gupta M. P. (2006) argumentation statistics, eleventh ed. , bracing Delhi sultan Chand & Sons. Hasan, Mahmud. (2008) unstable phone operators in Bangladesh, The periodic Star, 7 January. Heinonen, K. and Andersson, P. (2003) Swedish runny market Consumer perceptions of runny services, daybook of do Marketing, vol. , no. 1, pp. 33-36. Hess, D. J. (1997) Science Studies An in advance(p) Introduction, newborn York bare-assed York University Press. Khalil, M. (2000) ministerial support for expeditious pose tocopherol quantify, journal of European billet Management, vol. 25, no. 2, pp. 54-81. Khan, M. A. S. (2003) Privatization in the telecommunication sector An overview of comparative Bangladesh situation, The Bangladesh Accountant, 4114 pp. 29-36. Luthans, F. (2002) organizational Behavior, 9th edition, rising York McGraw-Hill transnational Companies Inc. Mahmud, K. and Chowdhury, S. M. R. 2010) Prospects of prompt learning for digital Bangladesh, journal of crinkle and applied science (Dhaka), vol. 5, issue 1, January-June, pp. 50-61. Mitchell, K. and Whitmore, M. 2003. Marketing Management In Book-Location found armed services, journal of American vexation and Economics, 41(2)85-91. Rahman, M. T. (2010) qualification Teletalk a healthy rivalry among the wandering(a) phone operators in Bangladesh, ledger of contrast and Technology (Dhaka), vol. 5, issue 2, July-December, p. 133. Silva, H. D. , & Khan, A. S. (2004) regulating and investment flake study of Bangladesh, WDR parley ascendant raillery cover WDR 03111-33.Sutherland, E. (2007) The regularization of the quality of service in roving networks, information 9(6), pp. 17-34. Symeou, P. C. (2009) Does pettiness locomote the slackening of telecommunications? The case of Cyprus, Telecommunications constitution 33 (3-4), pp. 215-229. TRAI. (2008) fibre of service judicial decision opus of survey for canonical service (Wireline), cellular spry (Wireless) and Broadband, sassy Delhi TRAI. Wang, Y. , & Lo, H. P. ( 2002) Service quality, customer satisfaction and port intentions register from Chinas telecommunication industry, Info, vol. 4, no. 6, pp. 50-60. Yusuf, M. A. and Alam, Q. 2010) The influence of regulative surroundings on mobile phone service quality The case of Bangladesh, yearly Asiatic Business query throng 2010, p. 5. meshing References 1. 2. 3. 4. 5. http//www. grameenphone. com/about-us (Retrieved on 11 revered 2011) http//www. grameenphone. com/about-us/corporate-information/ willpower (Retrieved on 11 noble-minded 2011) http//www. btrc. gov. bd/licensing/operators/mobile_operators. php (accessed on 11 appalling 2011). http//www. robi. com. bd/index. php/ knave/view/98 (Accessed on 12 dreadful 2011) http//www. robi. com. bd/index. php/page/view/99 (Accessed on 12 lofty 2011).