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Faculty of Business Administration
American International University-Bangladesh (AIUB)
Research report on
OVERVIEW OF MOBI...
Page 1 of 46
Letter of Transmittal
Date: 06/07/2014
A. F. M. MASUM RABBANI Ph.D
Faculty
Department of Business Administrat...
Page 2 of 46
Acknowledgement
First, I would like to thank the Almighty Allah for giving me the opportunity to finish the r...
Page 3 of 46
The Telecoms sector in Bangladesh has seen growth in mobile penetration that has
exceeded all expectations wi...
Page 4 of 46
Chapter 2: Literature Review & related study 09-19
2.1 The rivals and brief company profile of these rivals 1...
Page 5 of 46
Chapter: 1
Generalities to the Study
Page 6 of 46
Telecom is a fast changing dynamic sector. Continuous change in technologies and opportunities
created by suc...
Page 7 of 46
by Parliament in the Bangladesh Gazette, Extraordinary issue of 16th
April, 2001. The BTRC
started functionin...
Page 8 of 46
(1.4) Statement of the Problems
In the proposed study, the key questions that have been identified for invest...
Page 9 of 46
Chapter: 2
Literature Review
&
related study
Page 10 of 46
(2.1) The rivals and brief company profile of these rivals
Grameen phone
Grameenphone is a GSM (global syst...
Page 11 of 46
The logo of the company is designed on keeping the national animal i.e. Royal Bangle Tiger in
mind, which sy...
Page 12 of 46
Teletalk
Teletalk Bangladesh Limited is a public limited company, registered under the Registrar of the
Joi...
Page 13 of 46
(2.2) Product Positioning
Page 14 of 46
(2.3) Bangladesh Mobile Operators Market Share
Below is a table that reflects the current competition of the...
Page 15 of 46
Supplementary services
Services:
:
 Call Waiting and Call Holding
 Call Forwarding
 Call Conferencing
 ...
Page 16 of 46
During a September 8th auction of the 3G spectrum, four major privateoperators.Grameenphone,
Banglalink, Tel...
Page 17 of 46
(2.6) GREEN TECHNOLOGY GOVERNANCE OFFICE
Green Vision
Dialing for sustainable future
Green Mission
Committed...
Page 18 of 46
Board of Director
(2.7) Organization Structure
Company
Secretary
Human Resource
Sales
IT
Chief Financial Off...
Page 19 of 46
(2.8) Mobile phone subscribers in Bangladesh
Mobile phone subscribers have reached at 97.180 Million in Bang...
Page 20 of 46
Chapter: 3 &4
Research Methodology
&
Research Framework
Page 21 of 46
(3.1) Research Methodology
The broad objective was defined at first. This broad objective was fragmented int...
Page 22 of 46
(3.4) Sampling Method:
Multistage random sampling was used for the selection of the sample. Since two types ...
Page 23 of 46
 Limitations:
The major limitation of the report is that it is mostly based on secondary studies and partia...
Page 24 of 46
Conceptual Framework
Telecomunication
Industry
Brand
Awareness
Brand
Satisfaction
Customer
satisfation
Quali...
Page 25 of 46
Chapter:5
Presentatiom of data
and
critical discussion of result
Page 26 of 46
(5.1) Mobile Operators' Subscribers (mn) according to last
four year
Grameenphone
Telecommunic
ation sector
...
Page 27 of 46
Airtel
(5.2) Mobile Value Added Services
Year 1 Year 2 Year 3 Year 4
Series 1 2.7 3 3 3.2
2
2.5
3
3.5
AxisTi...
Page 28 of 46
 MobileBanking
The vast majority of the Bangladeshi population live in rural areas, outside the coverage of...
Page 29 of 46
excellent report " M-Health for Development: The Opportunity for Mobile Technology for
Healthcare in the Dev...
Page 30 of 46
Electronic commerce is generally considered to be the sales aspect of e-business. It also
consists of the ex...
Page 31 of 46
 Productivity: Mobile phones allow businesses to both develop and prosper through the
provision of timely i...
Page 32 of 46
(.1) Framework of the Bangladesh
Telecommunications Sector
Page 33 of 46
(.2) Questionnaire Survey portion:
Apart from the information gathered by me via application of personal one...
Page 34 of 46
( 5.5.1) Table 1
SATISFACTION REGARDING NETWORK COVERAGE
Options
Frequency
Company Name Grameen phone Bangla...
Page 35 of 46
(5.5.2)Table 2
EFFECTIVENESS OF NETWORK
Options
Frequency
Company Name Grameen phone Banglalink
Highly Satis...
Page 36 of 46
(5.5.3)Table 3
SATISFACTION REGARDING CALL RATE
Options
Frequency
Company Name Grameen phone Banglalink
High...
Page 37 of 46
(5.5.4) Table 4
SPECIAL OFFERS TO THE CUSTOMERS
Options
Frequency
Company Name Grameen phone Banglalink
High...
Page 38 of 46
(5.5.5)Table 5
LOCATION OF THE SERVICE CENTER
Options
Frequency
Company Name Grameen phone Banglalink
Highly...
Page 39 of 46
MAJOR FINDING
All of the SPSS tests are found significant from the research. So, it is concluded Though I ha...
Page 40 of 46
RECOMMENDATIONS
 The authority of Grameenphone should reduce its higher call charge. At the same time,
the ...
Page 41 of 46
Conclusion
The sector of telecommunication industry in Bangladesh is emerging day by day. Though there
are s...
Page 42 of 46
Questionnaire
This questionnaire has been prepared for a research on
“OVERVIEW OF MOBILE TELECOMMUNICATION I...
Page 43 of 46
Q8. What is Telecommunication company main economic activity?
a. Commercial trade b. manufacturing c. Commun...
Page 44 of 46
D. Music files as ring tone
E. Electronic Wallet
F. Video Conferencing
G. M-Shopping
Q16. Which range of peo...
Page 45 of 46
Please indicate the level of your agreement with each of the following
statements:
1 = strongly disagree 2 =...
Page 46 of 46
Appendix: F-Reference
 Mitchell, K. and Whitmore, M. 2003. Marketing Management: In Book-Location Based Ser...
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Research on telecommunication sector in bangladesh

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Research on telecommunication sector in bangladesh

  1. 1. Faculty of Business Administration American International University-Bangladesh (AIUB) Research report on OVERVIEW OF MOBILE TELECOMMUNICATION INDUSTRY IN BANGLADESH” Supervised to: DR. A. F. M. MASUM RABBANI Faculty Department of Business Administration American International University-Bangladesh Submitted By: Imtiaz ijaz Ahmed ID # 14-97565-1 Section: C
  2. 2. Page 1 of 46 Letter of Transmittal Date: 06/07/2014 A. F. M. MASUM RABBANI Ph.D Faculty Department of Business Administration American International University-Bangladesh Subject: Submission of Research Report. Sir, It is a great pleasure and privilege to present the report titled “Overview of mobile telecommunication industry in Bangladesh”. Which was assigned to me as a partial requirement for the competition of Bachelor of Business Administration degree. It is my great pleasure to work for a private commercial organization and gain an in-depth knowledge on lending process and monitoring techniques. Throughout the study I have tried with the best of my capacity to accommodate as much information and relevant issues as possible and tried to follow the instructions as you have suggested. I tried my best to make this report as much informative as possible. I am grateful to you for your guidance and kind cooperation at every step of my endeavor on this report. I shall remain deeply grateful if you kindly take some pen to go through the report and evaluate my performance. _______________________ Ahmed Imtiaz Ijaz ID NO: 14-97565-1 Department of Business Administration American International University-Bangladesh
  3. 3. Page 2 of 46 Acknowledgement First, I would like to thank the Almighty Allah for giving me the opportunity to finish the report properly. I would like express my solemn feelings and gratitude to my report instructor DR. A. F. M. MASUM RABBANI Lecturer Department of Finance American International University- Bangladesh, whose expert supervision, continuous guidance and instructions has contributed greatly in the preparation of this report. I am preparing the report “Overview mobile of mobile telecommunication industry in Bangladesh” I am very much obliged for cordial cooperation from executive’s officers and staffs of Robi axiata Limited, Dhaka. I want to express my whole – hearted gratitude to them for their precious cooperation without which, it would not been possible to bring the report in present form. I would like to thanks Sheikh Shirajum Monir, Genaral manager,FAMR,Finance Deparment, my internship supervisor. I could not prepare this report without his help. Thanks to him very much. Last but not least, I am very much grateful to Gias Al Mamun, (Manager FAMR) gave me opportunity to work in such a friendly environment and proper guidance me by his own ___________________ Ahmed Imtiaz Ijaz ID NO: 14-97565-1 Department of Business Administration American International University-Bangladesh
  4. 4. Page 3 of 46 The Telecoms sector in Bangladesh has seen growth in mobile penetration that has exceeded all expectations with over 65.1 million subscribers as of September 2010 versus only 4 million in 2004. We believe that with a supportive regulatory environment, crossing 100 million subscribers by 2013 is achievable. The rapid growth in mobile telephony has undoubtedly had a transformative impact on the economy in terms of aggregate investment, FDI and productivity levels. There have also been substantial benefits from greater connectivity in terms of social cohesion and poverty alleviation. However the industry also faces a number of uncertainties, including upcoming Telecom license renewals which expire in 2011 and the prospective auction/issuance of 3G licenses where the cost of the licenses and capex requirements are still unclear. A further key challenge is the slowdown in revenue growth, as subscriber growth is netted out by falling voice tarif and the lower spending patterns of new users. A potential constraint on the next phase of growing subscribers further is the high level of taxation on the sector. The recent amendments to the Telecoms Act might also increase the risks of arbitrary regulatory interventions. Greater internet penetration is of particular relevance to Bangladesh given the priority given to "Digital Bangladesh" by the Government. This initiative ofers a number of potential revenue enhancing opportunities to Telco operators. Fixed line penetration continues to be low and so the opportunity lies with mobile, for voice and for data. Most people's first experience of the internet will be mobile. With India's 3G auctions having been completed on 19 May 2010 and service delivery under roll out process, we believe there are a number of valuable lessons for the prospective evolution of 3G markets in Bangladesh. 3G networks are expected to significantly enhance user experience of existing data services, with the introduction of video and other high bandwidth services by carriers; to help 3G really gain adoption among consumers, development of a mobile VAS ecosystem is critical. One of the key areas where operators, equipment vendors and value added service providers in the industry are focused is the rising importance of convergence and its impact on consumer spending patterns. In this report, we provide both an outline of the sector including the major players, data, VAS, regulatory issues and future opportunities. We hope it is a useful tool for current and future prospective investors. Executive Summary
  5. 5. Page 4 of 46 Chapter 2: Literature Review & related study 09-19 2.1 The rivals and brief company profile of these rivals 10-12 2.2 Product Positioning 13 2.3 Bangladesh Mobile Operators Market Share 14 2.4 Bangladesh Telecom Network Topology 14 2.5 Bangladesh telecommunication bring mobile data revolution 3.5G 15-16 2.7 Organization Structure 18 2.8 Mobile phone subscribers in Bangladesh 19 Chapter 3: Research Methodology 20-23 3.1 Research Methodology 21 3.2 Methodology 21 3.3. Definition of the Population 21 3.4 Sampling Method 22 Chapter : 4 Research framework 23-24 Chapter : 5 Presentation of data and critical discussion of result 25-38 5.1 Mobile Operators' Subscribers (mn) according to last four year 26-27 5.2 Mobile Value Added Services 27-29 5.3 Mobile Phones Boost Economic Growth 30-31 5.4 Framework of the Bangladesh Telecommunications Sector 32 5.5 Questionnaire Survey portion: 33 5.5.1 SATISFACTION REGARDING NETWORK COVERAGE 34 5.5.2 EFFECTIVENESS OF NETWORK 35 5.5.3 SATISFACTION REGARDING CALL RATE 36 5.5.4 SPECIAL OFFERS TO THE CUSTOMERS 37 5.5.5 LOCATION OF THE SERVICE CENTER 38 Chapter 6: Major Findings 39 6.1: Recommendations & Conclusion 40-41 6.2: Questionnaire & Appendix 42-46 Particulars Page No. Letter of Transmittal I Acknowledgement II Executive Summary III Chapter 1: Generalities to the Study 05-08 1.1 Telecommunication sector in Bangladesh 06 1.2Formation of Bangladesh Telecommunication Regulatory Commission 06 1.3Privatization & Regulatory structure of Telecommunication Services: 07 1.4 Statement of the Problems 08 1.5 Scope and Limitation of the Study 08
  6. 6. Page 5 of 46 Chapter: 1 Generalities to the Study
  7. 7. Page 6 of 46 Telecom is a fast changing dynamic sector. Continuous change in technologies and opportunities created by such change and consequent impact on the customer/user necessitates changes and adaptation of policies in the sector. Countries which respond timely and appropriately to such change grow successfully whereas others who fail, lag behind, remaining trapped in the vicious circle of poverty and under-development. Bangladesh being a developing country is fast trying to catch up with the developed world, and adapt its policies, in response to changing needs, opportunities and requirements in different sectors, including the telecom sector. Due to the inherent dynamism of the telecom sector and the speed with which the change is taking place therein, there is a convergence of technologies, of knowledge, expertise, experience, and of policies and strategies, to achieve defined policy objectives. In order to materialize the strategic vision behind liberalization of the telecom sector, the Bangladesh Govt. announced the national Telecom Policy 1998, with the main objective of creation of an environment of competition by establishing market oriented regime, appropriate sets of regulations, standards, procedures, conditions and investment climate so that the users have multiple choices for access to networks and market of different services, systems and carriers at a competitive and reasonable price. With a view to ensuring a level playing field for all operators in multi-operator environment, the Government in pursuance of the Bangladesh Telecom Act (BTA) 2001, established in July 2001, the Bangladesh Telecom Regulatory Commission (BTRC) which started its operation from 31st January, 2002. Previously, the Govt.’s Telecom Department BTTB, as per the Telegraph Act 1885, had the exclusive privilege of acting both telecom operator and regulator until 1995. Presently there are seventeen operators in Bangladesh. Among these six are mobile operators and others are PSTN operators. The PSTN operators are Rankstel, Onetel, BanglaPhone, Jubok Phone, Peoples Telecom, National Telecom. (1.2) Formation of Bangladesh Telecommunication Regulatory Commission (BTRC) With a view to ensuring a level playing field for all operators in a multi-operator environment, the government in pursuance of the Bangladesh Telecom Act 2001 formed Bangladesh Telecommunication Regulatory Commission (BTRC). Bangladesh Telecommunication Regulatory Commission (BTRC)is an independent Commission established under the Bangladesh Telecommunication Act, 2001 (Act no. 18 of 2001) published (1.1) Telecommunication sector in Bangladesh
  8. 8. Page 7 of 46 by Parliament in the Bangladesh Gazette, Extraordinary issue of 16th April, 2001. The BTRC started functioning from the 31st January, 2002. (1.3) Privatization & Regulatory structure of Telecommunication Services: The Telecom sector of the country has been liberalized for private investment. Bangladesh T&T Board provides all types of telecommunication services in urban and rural areas while the mobile, paging and radio trunking services are offered by private operators. Private operators were also given license to install and operate digital exchanges in rural areas and they would install telephone exchanges in phases. Table-1 shows the list of the private operators. Pacific Bangladesh Telecom. Limited (PBTL) Bangladesh Telecom (Pvt) Limited (BTL) Bangladesh Rural Telecom Authority (BRTA) Grameen Phone (GP) Orascom Telecommunication TeletalkBangladeshLtd.(TBL) Airtel Telecom Orascom Telecom Bangladesh Limited (Banglalink)
  9. 9. Page 8 of 46 (1.4) Statement of the Problems In the proposed study, the key questions that have been identified for investigating overall performance of the company and their structure. The following questions to be answered by the study:  How can they manage their customer satisfaction level?  How can they evaluate their operating in different segment area?  What are the method are they following to effective quality service?  What are the standard are they follow to managing their Asset regarding telecommunication sector? (1.5) Scope and Limitation of the Study The main problem faced in preparing the report was the inadequacy and lack of availability of required data. This report is an overview telecommunication industry in Bangladesh but there are some limitations which may hinder my work, are as follows:  Difficulty in accessing latest data of internal operations.  It is difficult to provide customer related information regarding their service.  To continue study in such a vast are requires a big deal in time. Report making after the job period was tough to furnish the big report.  To collect the secret information was also very difficult for me because of the excessive nature of confidentiality maintained by the officials.  Available and latest data also could not be verified. In most cases I simply did not have any option but to furnish with data without verification.
  10. 10. Page 9 of 46 Chapter: 2 Literature Review & related study
  11. 11. Page 10 of 46 (2.1) The rivals and brief company profile of these rivals Grameen phone Grameenphone is a GSM (global system of mobile communication)-based cellular operator in Bangladesh. It has started operations on March 26, 1997. It is partly owned by Telenor (62%) and Grameen Telecom (38%). Grameenphone is the largest and the fastest growing cellular telephone network in Bangladesh. At the end of 2008, it had about 5200 BTS (Base Tower Stations) around the country. Grameenphone’s stated goal is to provide cost-effective and quality cellular services in Bangladesh. According to GP the logo symbolizes trust, reliability, quality and constant progress. The name of present CEO of GrameenPhone is Odver Heszedal. The name Grameenphone was kept as part of the new identity because the name Grameenphone carries with it all of the heritage, success and values of the companies past, added the then CEO of Grameenphone Erik Aas. Hawaii, and Ericsson provides technological support to GrameenPhone. The tower range of GP exists 5-7 km. The technology used by Grameenphone is 1G (First Generation) which is supportable to 2G (Second Generation). Banglalink With a slogan of “making it difference”- banglalink started operations in February 2005. Previously, it was known as Sheba Telecom Pvt. Ltd that had been providing GSM (global system of mobile communication) services in Bangladesh since 1998. Orascom Telecom bought 100% share of Sheba Telecom in 2004 and gave its new name as banglalink. Banglalink, is the second largest cellular service provider in Bangladesh. It is a wholly owned subsidiary of Orascom Telecom. In August, 2006, banglalink became the first company to provide free incoming calls from BTTB for both postpaid and prepaid connections. The name of present CEO (Chief Executive Officer) of banglalink is Ahmed Abu Domer.
  12. 12. Page 11 of 46 The logo of the company is designed on keeping the national animal i.e. Royal Bangle Tiger in mind, which symbolize to the faster growth. banglalink serves their customers with more than 700 CCP(Customer Care Point). Till now banglalink has invested 6,324 cores BDT. for the development of network and infrastructure. Nokia-Siemens network & Hawaii provides technological support to banglalink. The tower range of banglalink exists 5-9 km. in case sometime it varies to about 13-15 km. The technology used by banglalink is 1G (First Generation) which is supportable to 2G (Second Generation). Telecommunication sector Telekom Malaysia International Bangladesh (TMIB) Limited is a joint venture between Telekom Malaysia Sdn. Bhd. (70%) and NTT DoCoMo (30%). It is the third largest mobile phone operator in Bangladesh in terms of revenue and subscribers. In early 2008 Aktel slipped from the second position to the third after facing fierce competition from banglalink. Telecommunication sector launched its operations on the 15 November, 1997 in Dhaka and on 26 March, 1998 in Chittagong. Its founding chairman is Late Mr. Zahiruddin Khan, an ex-commerce minister. Telecommunication sector was formed as a joint-venture between Telekom Malaysia and A.K. Khan Company. All along through its insception it was ranked as No.2 mobile operator and was placed far behind the industry leader GrameenPhone in terms of revenue and no. of subscribers. Citycell Citycell (Pacific Bangladesh Telecom Limited) is the first mobile communications company of Bangladesh. It is the only CDMA (Code division multiple access) network operator in the country. Citycell is currently own by Singtel with 45% stake and the rest 55% owned by Pacific Group and Far East Telecom. Michel Seymour is the present CEO of Citycell. Hawaii, Ericsson & Motorola provides technological support to Citycell. The tower range of Citycell exists to 5-6 km. in case sometime it varies to about 9 km. (Max.) The technology used by Citycell is CDMA1X (Code division multiple access). Citycell is consolidating its position in wireless data by launching their Zoom EV-DO (evaluation data optimize) for the broadband wireless internet service. Although CDMA1X technology is the latest technology citycell could not flourishing the companies market position although it was the first company to launch Mobile cellular phones.
  13. 13. Page 12 of 46 Teletalk Teletalk Bangladesh Limited is a public limited company, registered under the Registrar of the Joint stock companies of Bangladesh. Total shares owned by the Government of the People’s Republic of Bangladesh. They continue to grow and engage their customers through their clear commitment to offering high quality products and services as well as leading customer retention and loyalty programmers. Teletalk continues to be a part of the revolution that’s connecting millions of Bangladeshi people and around the world. Teletalk Bangladesh limited was established keeping a specific role in mind. Teletalk has forged ahead and strengthened its path over the years and achieved some feats truly to be proud of, as the only Bangladeshi mobile operator and the only operator with 100% native technical and engineering human resource base, Teletalk thrives to become the true people’s phone – “Amader Phone”. Airtel Airtel Telecom International Ltd. is a GSM-based cellular operator in Bangladesh. Airtel is the sixth mobile phone carrier to enter the Bangladesh market. It is currently struggling but is trying to find a way out. Airtel officially launched their commercial services in Bangladesh on the May 10, 2007 with a GSM Mobile Cellular network covering 64 districts of the country and encompassing 70% of the mobile phone using population- the single largest launch the country has ever seen. In December 2005, Airtel Telecom International LLC paid $50 million dollars (US) to obtain a GSM license from the BTRC and became the sixth mobile phone operator in Bangladesh. Airtel is adopting Wi-Max which will definitely supported by the 3G (NGN) network The present CEO of AIRTEL Mr. Munir Farooqui.
  14. 14. Page 13 of 46 (2.2) Product Positioning
  15. 15. Page 14 of 46 (2.3) Bangladesh Mobile Operators Market Share Below is a table that reflects the current competition of the market. Number of subscribers for the Mobile Phone operators is shown below: Operators Sep,2007 Sep,2008 Sep,2009 Sep,2010 Grameen Phone Ltd. (GP) 15.14 20.82 21.98 28.654 Telecommunication sector Axiata Limited 6.70 7.63 10.56 11.707 Sheba Telecom Ltd. (Banglalink) 6.02 10.14 12.13 18.107 PBTL (Citycell) 1.32 1.74 1.97 1.907 Teletalk Bangladesh Ltd. (Teletalk) 0.68 0.9 1.07 1.183 Airtel Telecom International L.L.C (Airtel) 1.56 3.86 2.69 3.581 Total 31.42 45.09 50.4 65.142 (2.4) Bangladesh Telecom Network Topology
  16. 16. Page 15 of 46 Supplementary services Services: :  Call Waiting and Call Holding  Call Forwarding  Call Conferencing  National Roaming-Both way  Dedicated Customer Services  Music  Entertainment  Downloads  Internet & Data Services  Messaging  Community & Chat  Information & Services  Mobile Assistance  Education & Career (2.5) Bangladesh telecommunication bring mobile data revolution via 3.5G In September, Bangladesh entered a new era in communications with the launch of third generation (3G) mobile network service, which is expected to offer faster internet access for millions of users. information and communication technology experts and economists are anticipating that the new service, to be offered by five cell phone providers, will open up new business and job opportunities for the country's youth. Margoob Chowdhury, a Bangladeshi who works for Singapore-based Research in Motion, predicted "phenomenal" growth in certain sectors over coming years. Faster internet browsing will facilitate all kinds of online businesses, he told Khabar South Asia. "The mobile app development sector will grow phenomenally, as more subscribers will be downloading and using the apps on their phones," he said.
  17. 17. Page 16 of 46 During a September 8th auction of the 3G spectrum, four major privateoperators.Grameenphone, Banglalink, Telecommunication sector and Airtel – paid $525m to the BangladeshTelecommunication Regulatory Commission (BTRC) to secure licences. Grameenphone bought 10 Mhz, while Banglalink, Telecommunication sector and Airtel each bought 5Mhz. State-owned operator Teletalk is already providing 3G services on an experimental basis. Grameenphone, which covers 44% of the mobile market, launched Bangladesh's first 3G network on September 29th, with service to Chittagong and Dhaka. Now it is all over bangladesh  Potential service offering in 3G and their target segment
  18. 18. Page 17 of 46 (2.6) GREEN TECHNOLOGY GOVERNANCE OFFICE Green Vision Dialing for sustainable future Green Mission Committed to environmentally sustainable business Practices through responsible use of resources Key Initiatives Green BTS Efficient fleet management Reducing electricity wastage Less paper consumption Virtualization Unified communication Infrastructure sharing
  19. 19. Page 18 of 46 Board of Director (2.7) Organization Structure Company Secretary Human Resource Sales IT Chief Financial Officer Corporate Strategy Chief Operating Officer Managing Director Internal Audit Coordination & Regulation Regional Director Chittagong Marketing Technological Customer service Finance Corporate Affairs
  20. 20. Page 19 of 46 (2.8) Mobile phone subscribers in Bangladesh Mobile phone subscribers have reached at 97.180 Million in Bangladesh: *Subscribers in Millions 41% 27% 22% 7% 1% 2% 3% Mobile phone operator Subscribers in Bangladesh Grameen Phone Ltd. (GP) Orascom Telecom Bangladesh Limited (Banglalink) Robi Axiata Limited (Robi) Airtel Bangladesh Limited (Airtel) Pacific Bangladesh Telecom Limited (Citycell) Teletalk Bangladesh Ltd. (Teletalk) Operators Active Subscribers* Grameen Phone Ltd. (GP) 40.021 Orascom Telecom Bangladesh Limited (Banglalink) 25.883 Telecommunication sector Axiata Limited (Telecommunication sector) 21.039 Airtel Bangladesh Limited (Airtel) 7.051 Pacific Bangladesh Telecom Limited (Citycell) 1.536 Teletalk Bangladesh Ltd. (Teletalk) 1.650 Total 97.180
  21. 21. Page 20 of 46 Chapter: 3 &4 Research Methodology & Research Framework
  22. 22. Page 21 of 46 (3.1) Research Methodology The broad objective was defined at first. This broad objective was fragmented into some smaller, clearer, specific objectives.  Broad Objective: The broad objective of this study is to know about the Tele history of Bangladesh and analyze the present Customer Satisfaction of telecommunication in Bangladesh. and how to improving it.  Specific objectives: To focus on the competitive advantages enjoyed by the telecommunication Bangladesh. over its competitors.  To understand the need gap of mobile services in different regions of Bangladesh To know the preferences and expectations of the subscribers from a government owned mobile service providers in Bangladesh  To know subscribers’ perception of the current mobile services offered by existing providers in Bangladesh  To measure the sensitivity towards Tariff structure and acquisition cost of mobile connections.  To measure the present and past financial condition of telecommunication industry and compare with each other. Find the financial problem and the solution from it. (3.2) Methodology: At first I collect the primary and secondary data from various source of information. These data will be following by several steps in given below: A) Sampling: (3.3) Definition of the Population: Two major types of population were targeted for the study. Subscribers of different mobile operators are mainly the targeted population. There are many categories of mobile subscriber. For example, businesspersons, corporate clients, small and medium sized enterprises, employees, professionals, students all are Mobile subscriber. Therefore not all mobile subscribers have been considered as the population of this study. Rather, only the educated and organizations were considered as the population of the study.
  23. 23. Page 22 of 46 (3.4) Sampling Method: Multistage random sampling was used for the selection of the sample. Since two types of target market were considered, the sampling was done in two different phases. Sampling of organizations sampling of mobile subscribers.  Primary Source: Questionnaire survey: I survey on dealers, subscribers and retailers and business market. My sample size is 200. But I consider the best 30 samples for implementing the information. It helps me to collect the information about the SWOT analysis of telecommunication of Bangladesh Ltd and the market position of the company. Interview collection from Management: I cover up the face-to-face and telephone interview among the interviewee for getting the vital information. Conversion to the others: I have done the conversation among each other in the group and also discuss with my course instructor to institute the formation of report.  Secondary Study: A monthly business magazine on Mobile phone technology named “GSM Technology” published in the Bangladesh was extremely helpful for the study. This study could be more informative if more issues of the magazine could be collected. The magazine focuses on the Mobile phone technology all over the world. The prime secondary source was “different telecom website”, Goggle website, monthly magazine; some information was collected from the Internet from various web sites.  Data Analysis: No complex analysis was performed in this study because this very new topic needs a primary research in our country. May be this primary study will then show the ways to go for in-depth study which may require more complex analysis of data. Method of rank order was conducted to find out the most important factors affecting the choice of Mobile Phone Company by subscriber.
  24. 24. Page 23 of 46  Limitations: The major limitation of the report is that it is mostly based on secondary studies and partially on primary analysis. Another limitation of the report is that it does not at the mobile industry comparing other substitutes and present investment environment of the country. As, I had more dependence on the secondary sources, so there might be some level of inaccuracy with those collected information. Though, adequate verification and cross checking was used, to minimize the error level. Confidential information regarding past marketing and sales information was not accurately obtained. Alike all other business holders also very conservative and strict in providing those information. Still I had tried my best in obtaining that sensitive information, as much as possible. Many of the analysis on the obtained data are based upon my sole interpretation. This in result might bring some biases, as lack of knowledge and depth of understanding might hinder me to produce an absolute authentic and meaningful report. Research Framework Theoretical Framework
  25. 25. Page 24 of 46 Conceptual Framework Telecomunication Industry Brand Awareness Brand Satisfaction Customer satisfation Quality service Marketing Strategy
  26. 26. Page 25 of 46 Chapter:5 Presentatiom of data and critical discussion of result
  27. 27. Page 26 of 46 (5.1) Mobile Operators' Subscribers (mn) according to last four year Grameenphone Telecommunic ation sector Banglalink Year 1 Year 2 Year 3 Year 4 Series 1 22 23.3 23.9 26.5 0 10 20 30 Mobile Operators' Subscribers (mn) Year 1 Year 2 Year 3 Year 4 Series 1 12.1 13.9 14.2 16.1 0 10 20 Mobile Operators' Subscribers (mn) Year 1 Year 2 Year 3 Year 4 Series 1 11 11.9 13.4 14.5 0 10 20 Mobile Operators' Subscribers (mn)
  28. 28. Page 27 of 46 Airtel (5.2) Mobile Value Added Services Year 1 Year 2 Year 3 Year 4 Series 1 2.7 3 3 3.2 2 2.5 3 3.5 AxisTitle Mobile Operators' Subscribers (mn)
  29. 29. Page 28 of 46  MobileBanking The vast majority of the Bangladeshi population live in rural areas, outside the coverage of traditional banking services. Less than 5% of the population, most of whom are primarily located in urban centers, have bank accounts. On the other hand 40 million or 30% of the population have mobile phones, and the penetration of mobile technology is increasing day by day. Mobile Banking: Mobile banking (also known as M-banking or SMS banking) is a term used for performing balance checks, account transactions, payments etc. via a mobile device such as a mobile phone. Mobile banking is most often performed via SMS or the Mobile Internet but can also use special programs downloaded to a mobile device. The standard package of activities that mobile banking covers are: mini-statements and checking of account history; alerts on account activity or passing of set thresholds; monitoring of term deposits; access to loan statements; access to card statements; mutual funds/equity statements; insurance policy management; pension plan management; status on payment of cheques; ordering cheque books; balance checking; recent transactions; due date of payment (functionality for stop, change and deleting of payments); PIN provision, change of PIN and reminder over the internet; blocking of (lost/stolen) cards; domestic and international fund transfers; micro- payment handling; mobile recharging; commercial payment processing; bill payment processing; peer to peer payments; and deposit at banking agent. The advent of mobile technology can enable banks to have a presence in rural areas instead of a traditional branch-based environment. Thus, m-Payment/ m- commerce will play a significant role for both the un-banked and banked population. This particular payment service will eventually facilitate a comprehensive payment distribution channel for the quick delivery of international and domestic transfer of funds in rural areas. The service can also provide a new channel to facilitate new account acquisition for banks, utility bill payments, point-of-sale purchases, and funds transfers Person to Person, Person to Business, Person to Govt, and versa. Although some forms of mobile payment such as utility bill payments and rail ticket purchasing has started, no standard on this has been established yet. Strategic priorities in this area would be developing policy guidelines in areas such as mobile banking and payment through mobile phone. Mobile Health Growing interest in the field of mHealth—the provision of health-related services via mobile communications - reflects a growing body of evidence that demonstrates the potential of mobile communications to radically improve healthcare services—even in some of the most remote and resource-poor environments. In Bangladesh Grameenphone is already providing "789 Healthline Services" to all subscribers where consultations are available over the phone for medical advice, emergency advice, information on drugs and lab test advice. The initiative was awarded the GSMA Award for "Best Use of Mobile for Social and Economic Development" at the 3GSM World Congress held in Barcelona, Spain in February 2007. This section draws heavily on the
  30. 30. Page 29 of 46 excellent report " M-Health for Development: The Opportunity for Mobile Technology for Healthcare in the Developing World" by Vital Consulting on behalf of the United Nations Foundation and the Vodaphone Foundation Technology Partnership which we will refer to as M-Health (2009). The report notes that a growing number of developing countries are using mobile technology to address health needs. The mHealth field is remarkably dynamic, and the range of applications being designed is constantly expanding. The key applications form Health in developing countries are:  Education and awareness  Remote data collection  Remote monitoring  Communication and training for healthcare workers  Disease and epidemic outbreak tracking  Diagnostic and treatment support  E-CommerceandCellBazaar  E-COMMERCE: Electronic commerce, commonly known as e-commerce or eCommerce, or e-business consists of the buying and selling of products or services over electronic systems such as the Internet and other computer networks. The amount of trade conducted electronically has grown extraordinarily with widespread Internet usage. The use of commerce is conducted in this way, spurring and drawing on innovations in electronic funds transfer, supply chain management, Internet marketing, online transaction processing,electronicdatainterchange(EDI),inventory management systems, and automated data collection systems. Modern electronic commerce typically uses the World Wide Web at least at some point in the transaction's lifecycle, although it can encompass a wider range of technologies such as e-mail as well. A large percentage of electronic commerce is conducted entirely electronically for virtual items such as access to premium content on a website, but most electronic commerce involves the transportation of physical items in some way. Online retailers are sometimes known as e- tailers and online retail is sometimes known as e-tail. Almost all big retailers have electronic commerce presence on the World Wide Web. Electronic commerce that is conducted between businesses is referred to as business-to- business or B2B. B2B can be open to all interested parties (e.g. commodity exchange) or limited to specific, pre- qualified participants (private electronic market). Electronic commerce that is conducted between businesses and consumers, on the other hand, is referred to as business-to-consumer or B2C. This is the type of electronic commerce conducted by companies such as Amazon.com. Online shopping is a form of electronic commerce where the buyer is directly online to the seller's computer usually via the internet. There is no intermediary service. The sale and purchase transaction is completed electronically and interactively in real-time such as Amazon.com for new books. If an intermediary is present, then the sale and purchase transaction is called electronic commerce such as eBay.com.
  31. 31. Page 30 of 46 Electronic commerce is generally considered to be the sales aspect of e-business. It also consists of the exchange of data to facilitate the financing and payment aspects of the business transactions. (5.3) Mobile Phones Boost Economic Growth Waverman et al (2005) have found that mobile telephony has a positive and significant impact on economic growth. Extra 10 mobile phones per 100 people in a typical developing country added 0.6 percentage points of growth in GDP per capita, and this impact is about twice as large in developing countries than in developed countries. As Qiang (2009) noted "the results concur with the theory that mobile phones in less developed economies are playing the same crucial role that fixed telephony played in the richer economies in the 1970s and 1980s. Mobile phones substitute for fixed lines in poor countries, The World Bank study also found that all information and communications technologies promote growth more efectively in developing countries than in developed ones. This is because Telecommunications services help improve the functioning of the markets, reduce transaction costs and increase productivity through better management in both the public and private sectors. These issues were more acute in developing economies than in developed ones. Therefore, developing countries gain more by resolving some of them through better access to telecommunications. Waverman (2005) notes that "Investment in telecoms generates a growth dividend because the spread of telecommunications reduces costs of interaction, expands market boundaries, and enormously expands information flows." Access to communications: Mobile phones provide the ability to communicate to those sectors of the community typically underserved by fixed line technology. This is particularly notable in developing countries where fixed line services are often not extended beyond the major urban areas and the connection and line rental prices are unaffordable to many. By achieving high population coverage, the sale of top-up cards in small denominations and improved affordability through low mobile handset prices, mobile telephony often replaces fixed line as the provider of universal service.  Social impacts: Economic migration, from rural to urban areas and, increasingly, overseas has led to dispersion of family members. Mobile phones are facilitating regular communication and also allowing for wealth transfer, for example through mobile remittances. Mobile phone services also provide a structure for the wider sharing of Internet access in developing countries.
  32. 32. Page 31 of 46  Productivity: Mobile phones allow businesses to both develop and prosper through the provision of timely information and communications on the move. Positive efficiency effects can be seen in both the formal and informal sectors, for example through SMS based price notifications in the agricultural industry. A particularly high direct impact was found within Bangladesh as a result of the high level direct investment by the MNOs, mainly in rolling out nationwide GPRS, and the high level of domestic manufacture of civil work infrastructure. Deloitte found that, for example, mobile services.  Reduce transaction costs: Improvements in the information flows between buyers and sellers allow for the trading of information without travelling.  Provide opportunities for business expansion: In the small trade and import / export businesses at the Odessa seaport, Ukraine, mobile communications proved a powerful tool to estimating demand, updating estimates and finding new customers.  Encourage entrepreneurialism: Mobile phones reduce the cost of starting and running businesses. Many women in Pakistan have been able to start small businesses for the provision of beauty and hairstyle services, without the need to incur the initial costs of setting up beauty salons. Taxis are often shared in Thailand with a mobile phone being used to agree time shares.  Improve the ability to search for employment: This is particularly important for countries such as Serbia which has high unemployment (20%) or Thailand where there is a high-level of temporary, informal employment.  Facilitate mobile banking: This reduces the need to "meet in person" to conduct business. MNO revenues as % of GDP 0 0.5 1 1.5 2 2.5 3 3.5 srilanka Viet nam Pakistan India Bangladesh srilanka Viet nam Pakistan India Bangladesh Series 1 1.5 3.2 1.8 2.6 2.3 Direct contribution of mobile operators at GDP 2010
  33. 33. Page 32 of 46 (.1) Framework of the Bangladesh Telecommunications Sector
  34. 34. Page 33 of 46 (.2) Questionnaire Survey portion: Apart from the information gathered by me via application of personal one-to-one and group communication procedures, I also carried out a short survey, to gather the perception of the employees with respect to the effectiveness of the Finance department work activity. Survey Questionnaire survey: I survey on dealers, subscribers and retailers and business market. It helps me to collect the information about the SWOT analysis of telecommunication of Bangladesh Ltd and the market position of the company. Total 200 customers (100 customers of Robi and 100 customers of Grameenphone) were surveyed through the convenience sampling method with questionnaire. The questionnaire consisted of 40 questions. The questionnaire was pre-tested (piloted) on a convenience sample of 30 respondents of both cell phone companies from Dhaka city. The aim was to check that the issues were pertinent and the questions were clear, understandable, and comprehensible. The layout of some questions was modified and further improvements were done as a result of the pilot study Sample Questionnaire A sample questionnaire of the survey is given in the appendix. Sampling A sample is some part of a larger body specially selected to represent the whole. Sampling is the process by which this part is chosen. Sampling then is taking any portion of a population who are working in finance department. For a sample to be useful, it should reflect the similarities and differences found in the total group. The main objective of drawing a sample is to make inferences about the larger population from the smaller sample. SPSS Analysis Data analysis A five-point Likert type scale statements were used to measure the variables where 1 stands for strongly disagreed and 5 stands for strongly agreed effect on the statements (Luthans, 2002). After collection of primary data, hypotheses were formulated and paired samples t-test was used to test the hypotheses with 0.05 level of statistical significance. The statistical computer package SPSS version 16.0 was used to analyze the data.
  35. 35. Page 34 of 46 ( 5.5.1) Table 1 SATISFACTION REGARDING NETWORK COVERAGE Options Frequency Company Name Grameen phone Banglalink Highly Satisfied 34 15 Satisfied 55 46 Neutral 11 29 Dissatisfied 0 8 Highly Dissatisfied 0 2 Total 100 100 Mean Value ( x ) 4.23 3.64 Standard Deviation (SD) .63333 .90476 Coefficient of Variation (CV) 14.97 24.86 From the above table, it is found that 34% respondents of GP are highly satisfied and 55% respondents are satisfied regarding network coverage. On the other hand, 15% respondents of Banglalink are highly satisfied and 46% respondents are satisfied and 29% respondents showed their neutrality regarding network coverage. Here mean value of GP and Banglalink respondents regarding network coverage are respectively 4.23 and 3.64 and the coefficient of variation are respectively 14.97 and 24.86, which indicate that GP is in a very strong position than Banglalink. 1 2 3 4 5 Grammen Phone 29 40 24 7 0 Banglalink 26 37 28 9 0 0 5 10 15 20 25 30 35 40 45 AxisTitle SATISFACTION REGARDING NETWORK COVERAGE
  36. 36. Page 35 of 46 (5.5.2)Table 2 EFFECTIVENESS OF NETWORK Options Frequency Company Name Grameen phone Banglalink Highly Satisfied 25 18 Satisfied 62 26 Neutral 13 32 Dissatisfied 0 15 Highly Dissatisfied 0 9 Total 100 100 Mean Value ( x ) 4.12 3.29 Standard Deviation (SD) .60769 1.19168 Coefficient of Variation (CV) 14.75 36.22 Customers also give importance on the effectiveness of the network. shows that 62% customers are satisfied and 25% customers are highly satisfied about the effectiveness of network of GP. On the other hand, 32% customers were neutral in their opinion towards the effectiveness of network of Banglalink. Of whom 26% customers were satisfied and 18% customers were highly satisfied. The mean value of customers response towards the effectiveness of network of GP is 4.12, which lies in satisfied category, while mean value of Banglalink is 3.29 which lies in neutral category of customers opinion. The coefficient of variation of GP and Banglalink are respectively 14.75 and 36.22 which indicate that the opinion of the customers of GP is less deviated than Banglalink. 1 2 3 4 5 Grammen Phone 29 40 24 7 0 Banglalink 26 37 28 9 0 0 10 20 30 40 50 AxisTitle EFFECTIVENESS OF NETWORK
  37. 37. Page 36 of 46 (5.5.3)Table 3 SATISFACTION REGARDING CALL RATE Options Frequency Company Name Grameen phone Banglalink Highly Satisfied 0 18 Satisfied 0 31 Neutral 12 48 Dissatisfied 73 3 Highly Dissatisfied 15 0 Total 100 100 Mean Value ( x ) 1.97 3.64 Standard Deviation (SD) .52136 .81054 Coefficient of Variation (CV) 26.46 22.27 From it is found that 48% respondents of banglalink showed their neutrality and 31% and 18% respondents were respectively satisfied and highly satisfied. On the other hand, 73% GP customers are dissatisfied and 15% are highly satisfied towards the call rate. Here mean value of GP and banglalink respondents are respectively 1.97 and 3.64 indicate that banglalink is in strong position than GP regarding call rate. The value of CV of Rabi and GP are 22.27 and 26.46 accordingly. It is observed that the CV of banglalink is lower than GP. That means the customers of banglalink perceived low call rate than that of GP. 1 2 3 4 5 Grammen Phone 0 0 12 73 15 Banglalink 18 31 48 3 0 0 20 40 60 80 AxisTitle SATISFACTION REGARDING CALL RATE
  38. 38. Page 37 of 46 (5.5.4) Table 4 SPECIAL OFFERS TO THE CUSTOMERS Options Frequency Company Name Grameen phone Banglalink Highly Satisfied 9 21 Satisfied 12 39 Neutral 37 26 Dissatisfied 32 14 Highly Dissatisfied 10 0 Total 100 100 Mean Value ( x ) 2.78 3.67 Standard Deviation (SD) 1.07853 .96457 Coefficient of Variation (CV) 38.80 26.28 Customers always expect that their operators will give some special offers to them regularly. The operators, who are providing special offers to customers, are getting more customers. reveals that about 39% respondents of banglalink are satisfied and 26% are neutral. On the other hand, 37% GP customers are showing their neutrality and 32% was dissatisfied regarding special offers to the customers. Mean value of GP and banglalink respondents regarding special offers to the customers are respectively 2.78 and 3.67 and the coefficient of variation are respectively 38.80 and 26.28. It indicates that banglalink is in a better position than GP in providing special offers to the customers. 1 2 3 4 5 Grammen Phone 29 40 24 7 0 Banglalink 26 37 28 9 0 0 5 10 15 20 25 30 35 40 45 AxisTitle SPECIAL OFFERS TO THE CUSTOMERS
  39. 39. Page 38 of 46 (5.5.5)Table 5 LOCATION OF THE SERVICE CENTER Options Frequency Company Name Grameen phone Banglalink Highly Satisfied 29 26 Satisfied 40 37 Neutral 24 28 Dissatisfied 7 9 Highly Dissatisfied 0 0 Total 100 100 Mean Value ( x ) 3.91 3.80 Standard Deviation (SD) .90000 .93203 Coefficient of Variation (CV) 23.02 24.53 This table shows that 40% customers are satisfied and 29% customers are highly satisfied 24% customers showed their neutrality regarding location of the service center of GP. On the other hand, 37% customers were satisfied towards location of the service center of Banglalink. Of whom 28% customers were neutral and 26% customers were highly satisfied. Here mean value of GP and Banglalink to the customers satisfaction regarding location of the service center are respectively 3.91 and 3.80 and the coefficient of variation are 23.02 and 24.53 indicate that GP is in a better position than Banglalink. 1 2 3 4 5 Grammen Phone 29 40 24 7 0 Banglalink 26 37 28 9 0 0 5 10 15 20 25 30 35 40 45 AxisTitle LOCATION OF THE SERVICE CENTER
  40. 40. Page 39 of 46 MAJOR FINDING All of the SPSS tests are found significant from the research. So, it is concluded Though I have provided on spot analysis in the headings associated with the telecommunication sector and their activity, I am further presenting some information based upon the opinions and results which were determined by the survey carried out.  Most of the telecommunication customers have given their opinion in favor of effectiveness of network.  The customers of Airtel perceived low call rate than that of GP.  GP is in a strong position than Robi regarding availability of SIM card.  It is found that the opinion of the customers of Robi is less scattered than GP i.e Robi Offer low price SIM card.  All telecommunication companies try to establish their own customer relationship respect to other country.  It is observed that Robi and banglalink is in a better position than GP in providing special offers to the customers.  Many telecom companies’ customers are enjoying more free talk time & bonus facilities than GP customers.  Flexi load facility of Grameenphone is more available than that of easy load facility of Other companies surrounding the country.  The performances of all telecommunication companies are satisfactory regarding friends and family number facilities to the customers.  It is found that most of the customers’ of GP and Robi are showing their neutrality regarding Internet and GPRS connection. But in comparison between these two operators, GP is in better position.  Bangladesh telecommunication company can improve the Accounting information system by implementing a Central software system.  The customers of mobile operators are satisfied in case of location of the service center.
  41. 41. Page 40 of 46 RECOMMENDATIONS  The authority of Grameenphone should reduce its higher call charge. At the same time, the reduced call charge should be applied for all operators, not only for GP to GP, but also from GP to other operators.  Companies should provide more customer benefit regarding their services.  Companies should focus more to the prepaid subscribers than the post-paid subscribers.  SIM replacement (in case of lost or damaged SIM) charge should be reduced.  Most of the value added services (VAS) are not friendly for general handset users. GP should take some steps so that general handset users get an opportunity to have that VAS.  Customers have been switching to other operators as a result of their poor network infrastructure. So, telecom companies should have quick expansion in network development all over Bangladesh if it wants to keep its customers to stay with it.  Time duration of easy load and scratch card should lengthen. Easy load facility should be made easily available.  Charge should be reduced than the existing charge to take a new SIM if it is either damaged or lost.  Companies should concernted about their customer care and their services. Now this days customers are more concern about quality service.  Customer Care has turned out to be one of the most focused points in the telecom industry. Survey results show subscribers expect a lot of it and would appreciate special care facilities.  The Bangladesh Telecoms sector's growth has exceeded all expectations and has had a transformative impact on the economy in terms of aggregate investment, FDI and productivity levels.  With 3G and provision of data services, we expect the Mobile Telecoms sector (being largely foreign owned), to continue to be the highest contributor to FDI.
  42. 42. Page 41 of 46 Conclusion The sector of telecommunication industry in Bangladesh is emerging day by day. Though there are some problems in the sector of telecommunication in Bangladesh, there are some prospects also have. If all telecom operator come in one platform for giving better service to all types of subscribers, then total industry will able to earn more profit and confidence of general subscribers. The buyer is powerful in the industry, but since the market is growing largely, it will be easy for the company to hold its own share, because of poverty; the population will be unlikely to avail the switching cost. And this also reduces the risk of high availability of substitutes. The supplier is not powerful in this case which is a plus for the company and the company can play with the price to keep the production cost low. Since the market is yet to be matured and growing very fast, I assume that the suppliers companies are also increasing. Some multinational companies are showing their interest to enter into the market. This can lead some new suppliers to arrive into the market and make the environment more competitive. So at some stage the bargaining power of the suppliers will become very low. So from the above discussion, it can be said that the Bangladesh telecom market has a lot of potential to offer considering strategically ignorable or somehow alterable threats. The market looks very potential and prospective. Lots of opportunities are waiting. Bangladesh has cheap skilled and willing to be skilled labor. Communication infrastructure is in good condition and has the ability to serve the international entrants. Customer demand for telecom product is very high due to the high growth rate of the market. As the industry is becoming bigger, availability of supporting industries are increasing and already there are lots of supporting companies in the market. And finally the government policies are very welcoming and liberal. All these emerging concerns and phenomena in the industry offer both merits and demerits to the operators at the same time. In the face of this new move towards mobile apps business, telecom operators throughout the world share a common fate of becoming mere conduits to the successful application stores of others in one hand, and due to the hard competition among the operators, this phenomenon also provides numerous opportunities to stand out from the crowd. On the other hand, especially in emerging markets like ours. It may put so many existing powerful players out of their business and may give the business to the new entrants. In light of this reality, the operators have got two simple choices: as to whether to adapt to this revolutionary trend by incorporating mobile application in every offering and reap the substantial advantage out of it or to bear the brunt of losing business. Similarly, excessive flexibility in regulations may sometimes put a greater interest of the nation at risk. So check and balance on the part of the government are the keys. The future surely holds a lot more shocks and surprises for us to witness.
  43. 43. Page 42 of 46 Questionnaire This questionnaire has been prepared for a research on “OVERVIEW OF MOBILE TELECOMMUNICATION INDUSTRY IN BANGLADESH” General Question :( Place with a tick mark, where you stand, in the options below) Q1.What is Your age? Below 15 15 - 18 19 - 23 24 - 28 29 - 35 36 - 42 Above 42 Q2. What is your gender? Male Female Q3. What is your education level? Elementary School High School College Diploma University Degree Graduate Degree Q4. What is Your annual income? 0-$25000 $25001- $45000 $45001-$65000 $65001- $85001 $85001 or above Q5. Do you think wireless telecommunication play an important role in your daily life? Yes No Q6. Would you please tell me how long you are using telecommunication for your daily activity? A. 1-3 B. 3-6 C. 6-9 D. 9-above Q7. Which company would you like preferred to practice? A. Grammen Phone B. Banglalink C. Airtel D. Robi E. Teletalk
  44. 44. Page 43 of 46 Q8. What is Telecommunication company main economic activity? a. Commercial trade b. manufacturing c. Communications d. Financial & business services Q9. Have you used any wireless telecommunication service such as cellular telephone service, paging service, etc. in the past? a. Yes b. No Q10. Rank below that describes how do you satisfy the wireless service provider you currently using? a. Very Unsatisfied b. Unsatisfied c. Neutral d. Satisfied e. Very Satisfied Q11. What is the most important factor(s) you considered when you choose a mobile telecommunication service provider? a. Price b. Promotion/Advertising c. Customer Service d. Location of Dealer Q12. What is/will the purpose of your mobile telecommunication service is? a. Personal Uses b. Business Uses c. other purpose Q13. What is the source of the information about the telecommunication service provider if you plan to have one? A. Magazine B. Commercial C. Flyer D. Newspaper E. Friends Q14. What are the most common difficulties the company experienced by relocating its networking business activities? A. No problems B. Total costs exceeded expectations C. Quality service/product below expectations D. Breach of contract agreements Q15. Which telecommunications feature or Services you think is/are important to your life? A. Digital camera & video recorder B. Multimedia messaging C. Internet Connection
  45. 45. Page 44 of 46 D. Music files as ring tone E. Electronic Wallet F. Video Conferencing G. M-Shopping Q16. Which range of people actually use telecommunication for maximum purpose? A. 5-10 B. 10-20 C. 20-40 D. 40-above Q17. How do you find the behavior of customer care executives of your service provider? a. Professional & prompt B. Not responding C. warm & helpful D. Lazy and slow. Q18. Which technology would you prefer? A. CDMA B. GsM C. both Q19. What are the major criteria to increase more sales on mobile operators? A. Personal selling B. Direct marketing C. Advertising D. Sales agent Q20. Do you think Telecommunication Company doing all kind of social activity and maintain a good customer relationship? A. Yes B. No
  46. 46. Page 45 of 46 Please indicate the level of your agreement with each of the following statements: 1 = strongly disagree 2 = Disagree 3 = Not sure 4 = Agree 5 = strongly agree 20. Does the rural area’s customer get same facilities like urben area’s customer? 1 2 3 4 5 21. Whatever mobile operator company you use, Do our think Service Quality should be improved more? 1 2 3 4 5 22. Whatever mobile Operator Company you use, Do our think pricing Strategy should be improved more? 1 2 3 4 5 23. Do you think the web-site of all telecommunication company is well-updated and provide enough information about their activity and its products? 1 2 3 4 5 24. “I am able to fulfill my purposes by taking mobile operating system” are you agree with this statement? 1 2 3 4 5 25. Are telecommunication companies following CSR activity based on Bangladeshi perspective? 1 2 3 4 5 26. Do you think the facilities of mobile operator company are very convenient and flexible? 1 2 3 4 5 27. Do you think that you are influenced by CR activities while you buy the products of any mobile operator company? 1 2 3 4 5 28. How would you rate overall CR activities of mobile operator company? 1 2 3 4 5 29. Do you think CR activity is better than other promotional tools in terms of positioning? 1 2 3 4 5 30. How well the brand is positioned according to the international standard? 1 2 3 4 5 31. Do you think their promotional activity is more effective? 1 2 3 4 5 32. Do you think mobile operator company is contributing in Bangladeshi economy? 1 2 3 4 5 33. Do you think telecommunication is helpful for education purpose? 1 2 3 4 5 34. Do you believe that the price you are paying for your mobile service charge is it reasonable? 1 2 3 4 5 35. Can you identify the telecommunications services that support your critical systems? 1 2 3 4 5 36. If you are using dual providers, are you confident that there are no physical routings or points of failure common to both providers? 1 2 3 4 5 37. Are you aware about 3G technology 1 2 3 4 5 38. Do you think that companies are offering different type of product services? 1 2 3 4 5 39. Do you think mobile operator company doing their CSR activity? 1 2 3 4 5 Question 40: Any expectation from mobile operator company regarding the improvement of service activities and their product positioning according to customer expectation.
  47. 47. Page 46 of 46 Appendix: F-Reference  Mitchell, K. and Whitmore, M. 2003. Marketing Management: In Book-Location Based Services, Journal of American Business and Economics, 41(2):85-91.  Rahman, M. T. (2010) ‘Making Teletalk a healthy competitor among the mobile phone operators in Bangladesh’, Journal of Business and Technology (Dhaka), vol. 5, issue 2, July-December, p.133.  Silva, H. D., & Khan, A. S. (2004) ‘Regulation and investment: Case study of Bangladesh’, WDR Dialogue Theme Discussion Paper WDR 03111-33.  Sutherland, E. (2007) ‘The regulation of the quality of service in mobile networks’, Info 9(6), pp. 17-34.Symeou, P. C. (2009) ‘Does smallness affect the liberalization of telecommunications? The case of Cyprus’, Telecommunications Policy 33 (3-4), pp. 215-229.  International Accounting Standards Board (2011). "IAS 36 Impairment of Assets". International Financial Reporting Standards: required for annual periods beginning on 1 January 2012. London: IFRS Foundation. ISBN 9781907877360.  IFRS 5 Non-current Assets Held for Sale and Discontinued Operations and assets which require more specialised accounting, such as biological (IAS 41 Agriculture), exploration and evaluation assets (IFRS 6 Exploration for and Evaluation of Mineral Resources), mineral rights and reserves such as oil, natural gas and similar non-regenerative resources.  iao, C., Tsou C., Huang, M. (2007), Factors influencing the usage of 3G mobile services in Taiwan, Vol. 31 No. 6, 2007, pp. 759-774  Pagani, M. (2004). Determinants of adoption of third generation mobile multimedia services. Journal of Interactive Marketing; Summer 2004; 18, 3; 46-59  Lin, C., Tang, Y., Shyu, J. Z., Li, Y. (2008), A Diffusion Model to Growth Phase Forecasting of 3G Industry in Taiwan, pp. 2048-2056  Venkatesh, V., Morris, M., Davis, G. & Davis, F. (2003). User Acceptance of Information Technology: Toward a Unified View. MIS Quarterly, 27(3), 425-478.  Bangladesh Telecommunications Regulatory Commission, History of Bangladesh Telecom, http://www.btrc.gov.bd/index.php/industry-focus/telecom-sectors  Robi Home Page, About Robi, http://www.robi.com.bd/en/ Internal reserve server: rfsIMPLEMENTATION-SITE-DOC

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