A Presentation on Banglalink Gap Model

3. Overview
 2nd largest cellular
service provider in
Bangladesh.
 Started journey in
2005.
 Parent company: Global
Telecom Holding,
Vimpelcom.
 Headquarter:Dhaka,
Bangladesh.
 Nationwide coverage in
Bangladesh.
 Objective: ensure
telecom facility for all
people of Bangladesh
with minimum cost.
Products: Telephony,3G,2G GSM,GPRS,EDGE.

4. Banglalink Service Quality Gaps
Word of Mouth
Communication
Personal Needs Past Experience
Service Delivery
Perceived
Service
Expected Service
Customer Driven
Customer Design
Gap 4
Gap 2
Gap 3
External Communications
to Customers
Customer
gaps
Customers
Banglalink
Gap 1
Baglalink
Perceptions of
Consumer
Expectation

5. 3.9
3.775
3.657142857
3.657142857
3.533333333
Gaps Model
Customer Gap
Provider gap 1, the listening
gap
Provider gap 2, the service
Design and Standards Gap
Provider gap 3, the Service
Performance Gap
Provider gap 4, the
communication gap

15.  From Provider gap 1, we can say the company need to know about the
customer expectation & pay attention to the average rated points.
 From provider gap 2, Banglalink should try to improve the points where the got
average rating thus improve the service design & physical appearance of
organization.
 From provider gap 3, the service performance will get improve if Banglalink
work on the points where they got average and disagree points.
 From provider gap 4, the company should pay more attention to the Integrated
Marketing Communication to improve communication with customer.

16. To relate with this quotes ,Banglalink should try to minimize their
GAP & thus take a leading advantage in TELECOM Industry