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Customer Satisfaction Survey On Robi Axiata LTD

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For the course Business research, we the student of Uttara University from BBA batch 34th conducted a survey on Robi Axiata LTD on customer satisfaction level.

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Customer Satisfaction Survey On Robi Axiata LTD

  1. 1. Welcome
  2. 2. TOPIC Customer Satisfaction Survey on Robi Axiata limited
  3. 3. TEAM MEMBERS NAME ID MAHBUB NABI RASEL M21421111108 NAZMUS SHOEB JAMIL M21421111122 NAZMUL HOSSAIN M21421111123 MD.BILZAR RAHMAN M21241111141 MD.SUMONAHMED M21241111130
  4. 4. INTRODUCTION In Bangladesh cell phone business is very profitable. Day by day cell phone users are increasing Now In cell phone industry there are six companies available these are - Grameen Phone, Robi, City Cell, Banglalink, and Tele talk and Airtel. The objectives are to serve the subscribers and gaining profit. By serving good network coverage they try to gain good reputation among the subscribers. Every company always tries to increase their user. For increasing user every company offer various attractive package. Now-a-days mobile communication is a most used and popular communication system for man This is report. The course Business Research Methods requires a questioner activity with an organization followed by a report assigned by and endorsed by the course instructor. We took the opportunity to do our report making process in a reputed telecom service provider Robi which consists various Services like voice calls, internet services, roaming & value added services.
  5. 5. Robi Axiata limited  Robi Axiata Limited is the second largest mobile phone operator of Bangladesh.  the first operator to introduce GPRS and 3.5G services in the country.  The company has introduced many first of its kind digital services in the country and has invested heavily in taking mobile financial services to the underserved communities in the rural and semi-urban areas.  Robi has emerged as the second largest mobile phone operator in Bangladesh with approximately 32.2 million active subscribers. ■ Vision “To be the leader of telecommunication service provider in Bangladesh.” ■ Mission Robi aims to achieve its vision through being number „one‟ not only in terms of market share, but also by being an employer of choice with up-to-date knowledge and products geared to address the ever changing needs of the budding nation
  6. 6. Objectives Broad Objective: The broad objective is to analyze overall customer satisfaction of Robi comparing with other operators in Bangladesh. Specific Objectives:  To know how Robi customers feel about the network they are using.  To gather the current Robi customer service details  To Calculate the customer reaction of Robi as per their service performance.  To get the actual performance information of Robi Axiata in Bangladesh.
  7. 7. Methodology There is no best approach but the most effective approach for the resolution of a given problem depends on a large number of variables. The research design and methodology is a compromise between options that are determined by the availability of resources. The research design can either be qualitative or quantitative. To analysis the study “Overall Customer Satisfaction of Robi Compared to Other Operators in Bangladesh” a descriptive research will be conducted Data Sources: For completing this report in more organized way, we will collect information in two different ways. Both sources will be equally used to generate the report. 1) Primary sources: Results from a survey based on a questionnaire about “Customer satisfaction on Robi Axiata Limited”.
  8. 8. Methodology 2) Secondary sources: As secondary sources different websites, organizational overview, management profile, information provided by the divisional and departmental chain of command, articles and data available online will be considered. a) Questionnaire: A questionnaire is prepared on a set of 20 statements. Questionnaire includes 5 options. b) Survey: A survey will be conducted using the questionnaire among Robi service users residing in Dhaka city. Data Analysis & Reporting: After collecting all the data, data is processed, analysis and graphically represented using SPSS and Microsoft Word
  9. 9. Analysis and Findings Gender: Among 50 respondents 38 are male which is 76% of the total respondents and 12 are female which is 24% of the total respondents. 38 12 Male Female
  10. 10. Analysis and Findings AGE GROUP: Among 50 respondents 37 are in 18-27 age group which is 74%, 11 are in 28-37 age group which is 11%, 2 are in 38-47 age group which is 4% from the pie chart we come to know that 18-27 age group is the highest users of mobile service provider. This group can be called as youths 37 11 2 0 18-27 28-37 38-47 48 and above
  11. 11. Analysis and Findings Occupation: 0 5 10 15 20 25 30 Other Retired Business man Service holder Student STUDENT- 26 (52%) SERVICE HOLDER- 21 (42%) BUSINESSMAN- 01 (2%) RETIRED- 00 (0%) OTHER- 02 (4%)
  12. 12. RESULT AND OUTCOMES 1) I use Robi because it’s better than other operator. 12% 28% 5% 35% 20% 0% 5% 10% 15% 20% 25% 30% 35% 40% 1 2 3 4 5 2) It has additional features in the comparison to the other operators. 0% 26% 42% 20% 12% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 1 2 3 4 5
  13. 13. RESULT AND OUTCOMES 3. If other Company comes up with same features I will still remain loyal to Robi 0% 27% 21% 45% 7% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 1 2 3 4 5 4. Whenever I want to have Robi Connection I can get it. 0% 15% 16% 49% 20% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 1 2 3 4 5
  14. 14. RESULT AND OUTCOMES 5. Call rate of Robi is low. 10% 25% 25% 35% 5% 0% 5% 10% 15% 20% 25% 30% 35% 1 2 3 4 5 6. Price of Robi’s Different packages are affordable. 0% 39% 28% 23% 10% 0% 5% 10% 15% 20% 25% 30% 35% 40% 1 2 3 4 5
  15. 15. RESULT AND OUTCOMES 7. Customer helpline is always helping. 0% 10% 18% 50% 22% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 1 2 3 4 5 8. It has a strong network Coverage. 28% 27% 14% 31% 0%0% 5% 10% 15% 20% 25% 30% 35% 1 2 3 4 5
  16. 16. RESULT AND OUTCOMES 9. After Self Service Robi is satisfactory. 10. Robi is sincere in providing me quality service on a continuous basis. 7% 25% 35% 23% 10% 0% 5% 10% 15% 20% 25% 30% 35% 1 2 3 4 5 0% 19% 31% 50% 0% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 1 2 3 4 5
  17. 17. RESULT AND OUTCOMES 11. Value added services are cheap. 12. Robi Internet is faster than other Operators. 0% 41% 18% 29% 12% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 1 2 3 4 5 15% 33% 19% 13% 20% 0% 5% 10% 15% 20% 25% 30% 35% 1 2 3 4 5
  18. 18. RESULT AND OUTCOMES 13) Robi Internet Cost is too high. 14)Robi service centers is easily found. 18% 15% 12% 30% 35% 0% 5% 10% 15% 20% 25% 30% 35% 1 2 3 4 5 6% 15% 27% 48% 4% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 1 2 3 4 5
  19. 19. RESULT AND OUTCOMES 15. I am satisfied with the service development activity. 16. Robi is helpful in meeting queries and customer support. 0% 23% 36% 14% 27% 0% 5% 10% 15% 20% 25% 30% 35% 40% 1 2 3 4 5 0% 0% 5% 71% 24% 0% 10% 20% 30% 40% 50% 60% 70% 80% 1 2 3 4 5
  20. 20. RESULT AND OUTCOMES 17. The customer care representatives are well behaved. 18. I can easily achieve information on Robi’s Website. 6% 24% 20% 40% 10% 0% 5% 10% 15% 20% 25% 30% 35% 40% 1 2 3 4 5 9% 27% 63% 1% 0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 1 2 3 4 5
  21. 21. RESULT AND OUTCOMES 19. It has no hidden charge policy. 20. I am satisfied with the service. 14% 34% 11% 13% 28% 0% 5% 10% 15% 20% 25% 30% 35% 1 2 3 4 0% 29% 31% 30% 10% 0% 5% 10% 15% 20% 25% 30% 35% 1 2 3 4 5
  22. 22. Recommendations  Robi must work on to increase durability of the customers  They must provide continuous attractive offers, take innovative initiatives to gain more permanence of the customer.  Robi’s must improve their network quality a bit more.  They should provide more attractive and easy packages that are suitable for every group of users.  They must improve the 3G internet facility as well as create more fruitful awareness among the uses to gain satisfaction.  They should take some initiatives to improve their overall customer satisfaction as they are in the 3rd position.  Robi can also build strong customer loyalty as well as can tap into social media like Face book, Twitter etc to increase overall customer satisfaction.
  23. 23. Conclusion At present six different companies are providing telecom services in Bangladesh. It is one of the most renowned telecom organizations in the country. Robi Axiata Ltd is one of the leading operators. They offer an extensive and seamless telecom service that has a unique name with growing motive. However, nowadays market has become very competitive where customers have many choices. So, if they are not satisfied enough Robi may have to lose potential and loyal customers in the long run. That is why Robi has to improvise their connection with their maneuver ability, opportunities, strength and uniqueness, variance in their aggressiveness and intensities and relativity in their positions. If they can do so it is not far that Robi will become the leader in the telecom market.
  24. 24. Limitations The study was limited by a number of factors – 1) The research is limited only in Dhaka city as coverage area. 2) Sample size is very small (only 50) to present the proposed scenario. 3)Every organization has its own policy of not revealing confidential information to someone outside the organization. So much information could not be collected from the department.

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