This document summarizes a study that compares customer satisfaction between two mobile phone providers in Bangladesh: Grameen Phone and Teletalk. The study uses a survey of 200 customers to measure satisfaction across 20 attributes of the two providers. It finds that overall customer attitude is higher toward Grameen Phone (166.1923) than Teletalk (78.939). For 17 of the 20 attributes, customer satisfaction is higher for Grameen Phone. The study aims to identify the attributes that influence customer satisfaction levels and compare satisfaction between the two providers to test the hypothesis that mean satisfaction differs between attributes of Grameen Phone and Teletalk.
Presentation of comparative study between SWIGGY and ZOMATOVashu Panwar
This is the Presentation that presented in front of 120+ persons and got awarded for this. This is based on the research conducted over in the area of NCR region.
“Consumer Perception Towards Online Grocery Stores”abhijit055
The document discusses online grocery shopping in India. It provides background on the growth of e-commerce in India, noting that online retail makes up about 15% of the e-commerce market. Online grocery shopping is still developing in India. The document then discusses several Indian companies that have launched online grocery stores to tap into the growing e-commerce sector.
The document summarizes a research paper on customers' attitudes toward using mobile messaging to promote customer relationship management (CRM). The objectives of the research were to analyze respondents' attitudes toward promotional mobile messages and their opinions on using mobile messaging as a CRM tool. A survey of 100 respondents was conducted to collect data on their usage and preferences regarding mobile messaging from various sectors like banking, insurance, etc. The results showed that most respondents received promotional messages and had a positive attitude toward messages sent with prior permission. Banking, insurance, and financial services were the most preferred sectors to receive mobile messages from. The conclusion is that mobile messaging can enhance the customer experience and help build better CRM through brand promotion, attracting new customers, and
consumer buying behavior for new mobile connection7620212071
This project will help marketing student who is looking for the project in mobile connection.so i request to all please go through the project and let me know if required,just mentioned your mail id i will forward you.
Also i will help the student to make there project successful in any stream. (asati.vinay@yahoo.in) this is my mail id where you can write whatever thigs you required related any projects, In future i will upload more projects.
This research article summarizes a study on consumer behavior towards online marketing in Nitte, India. The study found that most consumers in Nitte shop online once a month, spending Rs. 500-1000 typically. While convenience and selection were driving factors for online shopping, consumers also faced issues like delayed deliveries and poor product quality. To improve customer trust and boost online demand, the researchers recommend that online retailers focus on faster delivery times and ensure high-quality, secure products and services. The study provides insights for online marketers on how to better satisfy consumers in the Nitte area.
A Study of Impact of Customer Satisfaction on Online Shoppingijtsrd
Customer satisfaction is considered important for online shopping. Researching what leads to customer satisfaction has become paramount for online businesses. Thus, the goal of this work was to identify the determinants of customer satisfaction in an online context. In this work, the authors proposed a conceptual model of customer satisfaction in an online context, identifying key factors proposed in previous studies, and hypotheses were developed accordingly. Hypotheses were tested using multiple regression analysis based on a sample of 50 online clients. The work found that customer service, website design, and perceptions of security were largely related to customer satisfaction on the internet. Nyamsuren Bayartogtoh | Gantogtoh Tsogtgerel | Ariuntuya Erdenebaatar "A Study of Impact of Customer Satisfaction on Online Shopping" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29710.pdf Paper URL: https://www.ijtsrd.com/management/management-development/29710/a-study-of-impact-of-customer-satisfaction-on-online-shopping/nyamsuren-bayartogtoh
“To study the switching behavior of consumer special reference to urban market ”which is submitted by me in partial fulfillment of the requirement for the award of degree B.Com(Hons.)
A Study on Customer Satisfaction towards Online Shopping in Filpkart in Coimb...ijtsrd
Flipkart are one of the leading online shopping websites in India. In this paper an attempt has been made to find customers satisfaction towards and flipkart. A sample of 50respondent's were conveniently selected from Coimbatore District. The findings were analyzed using simple percentage analysis, ranking test. Findings reveal that female customers whose annual income is high are highly satisfied towards and flipkart. The research also concludes that even though is giving branded and quality product but customer are very much attracted towards the best services of flipkart. R. Maheswari | N. Sandhiya "A Study on Customer Satisfaction towards Online Shopping in Filpkart in Coimbatorecity" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-6 , October 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29267.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/29267/a-study-on-customer-satisfaction-towards-online-shopping-in-filpkart-in-coimbatorecity/r-maheswari
Presentation of comparative study between SWIGGY and ZOMATOVashu Panwar
This is the Presentation that presented in front of 120+ persons and got awarded for this. This is based on the research conducted over in the area of NCR region.
“Consumer Perception Towards Online Grocery Stores”abhijit055
The document discusses online grocery shopping in India. It provides background on the growth of e-commerce in India, noting that online retail makes up about 15% of the e-commerce market. Online grocery shopping is still developing in India. The document then discusses several Indian companies that have launched online grocery stores to tap into the growing e-commerce sector.
The document summarizes a research paper on customers' attitudes toward using mobile messaging to promote customer relationship management (CRM). The objectives of the research were to analyze respondents' attitudes toward promotional mobile messages and their opinions on using mobile messaging as a CRM tool. A survey of 100 respondents was conducted to collect data on their usage and preferences regarding mobile messaging from various sectors like banking, insurance, etc. The results showed that most respondents received promotional messages and had a positive attitude toward messages sent with prior permission. Banking, insurance, and financial services were the most preferred sectors to receive mobile messages from. The conclusion is that mobile messaging can enhance the customer experience and help build better CRM through brand promotion, attracting new customers, and
consumer buying behavior for new mobile connection7620212071
This project will help marketing student who is looking for the project in mobile connection.so i request to all please go through the project and let me know if required,just mentioned your mail id i will forward you.
Also i will help the student to make there project successful in any stream. (asati.vinay@yahoo.in) this is my mail id where you can write whatever thigs you required related any projects, In future i will upload more projects.
This research article summarizes a study on consumer behavior towards online marketing in Nitte, India. The study found that most consumers in Nitte shop online once a month, spending Rs. 500-1000 typically. While convenience and selection were driving factors for online shopping, consumers also faced issues like delayed deliveries and poor product quality. To improve customer trust and boost online demand, the researchers recommend that online retailers focus on faster delivery times and ensure high-quality, secure products and services. The study provides insights for online marketers on how to better satisfy consumers in the Nitte area.
A Study of Impact of Customer Satisfaction on Online Shoppingijtsrd
Customer satisfaction is considered important for online shopping. Researching what leads to customer satisfaction has become paramount for online businesses. Thus, the goal of this work was to identify the determinants of customer satisfaction in an online context. In this work, the authors proposed a conceptual model of customer satisfaction in an online context, identifying key factors proposed in previous studies, and hypotheses were developed accordingly. Hypotheses were tested using multiple regression analysis based on a sample of 50 online clients. The work found that customer service, website design, and perceptions of security were largely related to customer satisfaction on the internet. Nyamsuren Bayartogtoh | Gantogtoh Tsogtgerel | Ariuntuya Erdenebaatar "A Study of Impact of Customer Satisfaction on Online Shopping" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29710.pdf Paper URL: https://www.ijtsrd.com/management/management-development/29710/a-study-of-impact-of-customer-satisfaction-on-online-shopping/nyamsuren-bayartogtoh
“To study the switching behavior of consumer special reference to urban market ”which is submitted by me in partial fulfillment of the requirement for the award of degree B.Com(Hons.)
A Study on Customer Satisfaction towards Online Shopping in Filpkart in Coimb...ijtsrd
Flipkart are one of the leading online shopping websites in India. In this paper an attempt has been made to find customers satisfaction towards and flipkart. A sample of 50respondent's were conveniently selected from Coimbatore District. The findings were analyzed using simple percentage analysis, ranking test. Findings reveal that female customers whose annual income is high are highly satisfied towards and flipkart. The research also concludes that even though is giving branded and quality product but customer are very much attracted towards the best services of flipkart. R. Maheswari | N. Sandhiya "A Study on Customer Satisfaction towards Online Shopping in Filpkart in Coimbatorecity" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-6 , October 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29267.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/29267/a-study-on-customer-satisfaction-towards-online-shopping-in-filpkart-in-coimbatorecity/r-maheswari
A study of how application usage can help increase consumer satisfaction for ...Abeer Raza
This study uses regression analysis to determine the effects of mobile applications on consumer satisfaction. The paper focuses on the impact of mobile application usage on consumer behavior with regards to consumer engagement and brand loyalty. The author also looks into understanding the different factors within a mobile app that increases consumer satisfaction. This approach helps identify not just the factors themselves and their benefits but also their contribution in cultivating a long-term relationship between consumers and businesses.
(9) a study on consumer buying behaviour ppt hari master pieceHariMasterpiece
The document discusses a study on consumer buying behavior towards online shopping in Dindigul district, India. It aims to analyze factors influencing consumer purchases online and identify trends. 1000 samples were collected using purposive sampling and analyzed using percentage analysis and Chi-square tests. Key factors examined include awareness of online shopping sites, motivations for purchase like price, quality, and demographics of respondents. Preliminary results found online shopping awareness differed by gender, age, education level and occupation. Motivations for purchase also varied by education level and gender.
Study on Consumer Behavior Towards Online Purchase of Smartphones in Delhi-NCRVipul Dinodia
This document is a final project report submitted by Vipul Dinodia to the New Delhi Institute of Management in partial fulfillment of a post-graduate diploma in management with a specialization in marketing and digital marketing. The report studies consumer behavior towards online purchases of smartphones in Delhi-NCR. It provides an overview of the growing Indian e-commerce industry and models of consumer behavior. It then describes the research methodology, presents findings from a survey of 100 consumers, and analyzes the factors influencing online smartphone purchases and barriers faced by consumers. The report aims to help marketers better understand online shopping behaviors.
This document summarizes a study on consumer perceptions and issues regarding online grocery stores. The study examines consumer attitudes towards online shopping and factors influencing online purchases. It determines attributes that influence purchase decisions and issues with online shopping. Additionally, it compares grocery shopping preferences based on price, quality, variety, proximity and discounts. The methodology involved a survey of 100 individuals in Kanpur using questionnaires. Key findings indicate consumers purchase online based on discounts, variety, delivery and usability. Respondents agreed they would buy groceries online if available, finding it convenient with variety and time-saving. The study concludes online grocery could be beneficial with the right business model and addresses limitations regarding sample size and location.
The document summarizes a thesis titled "The influence of hurdles and benefits on the diffusion of online grocery shopping." It discusses key factors that influence consumers' adoption of online grocery shopping. The thesis concludes that hurdles to online grocery shopping have a higher impact on resistance than benefits have on increasing adoption. It identifies three consumer segments with different preferences regarding price benefits, quality/delivery options, and time savings. The thesis recommends food retailers understand consumers at each stage of adoption and address the most important hurdles of delivery options, fees, and quality to drive increased usage of online grocery shopping.
Impact of e commerce on purchase behaviour of student in higher educationJai Prakash
The document is a research paper on the impact of e-commerce on the purchase behaviour of students in higher education. It includes an introduction to e-commerce and its history. It then discusses the objectives and methodology of the study, which involved distributing a questionnaire to 100 students. The data analysis and interpretation section uses pie charts to analyze students' responses to questions on their online purchasing preferences, behaviours and satisfaction levels. It finds that most students feel secure shopping online and prefer websites like Amazon, and purchase items like mobiles and books due to the convenience and savings compared to offline shopping.
(9) a study on consumer buying behaviour ppt ah authorsHariharanAmutha1
This document summarizes a study on consumer buying behavior towards online shopping in Dindigul district, India. It includes the following key points:
- The study explores consumer motivations and preferences for online shopping using a sample of 1,000 respondents.
- Hypotheses test factors like awareness, gender, age, education that influence online shopping behavior and motivations such as price, quality, discounts.
- The methodology involves primary survey data collected through interviews and secondary data from previous studies, articles and the internet.
- Preliminary findings from the percentage analysis show respondents' gender, age, products purchased online and factors influencing purchases.
The bangladeshi consumer behavior and attitude toward superstoresAlexander Decker
This document discusses the growth of superstores in Bangladesh and consumer behavior toward them. It provides background on the history of supermarkets globally and in Bangladesh. Currently there are over 200 superstores in Bangladesh with an annual turnover of about $150 million. The major superstore chains in Bangladesh are expanding rapidly to meet growing demand. Factors like quality, variety, location, cleanliness and competitive prices positively influence customer satisfaction at superstores and ensure their loyalty. The expansion of superstores is expected to provide benefits like stable food prices, more jobs, and better prices and treatment for farmers. However, superstores still face challenges in developing strong supply chains.
- The document discusses a study on consumers' perceptions and preferences towards online advertisements on the website BuyElectric.com.
- The study found that most respondents access the internet via mobile phones and spend 1-2 hours per day online. While some online ads are seen as informative, most respondents have ad blocking enabled and do not remember ads they see on social media.
- The study concludes that for online ads to be effective, they need to be shared on social media alongside offline promotional activities and ensure quick delivery of products ordered to improve customers' online shopping experience.
Impact of e commerce on purchase behavior of student in higher education a st...Jai Prakash
This document is a dissertation submitted by Jai Prakash to CSJMU University in partial fulfillment of an MBA degree. It examines the impact of e-commerce on the purchase behavior of students in higher education. The dissertation includes an introduction, literature review, problem statement, objectives, research methodology, data analysis and interpretation, findings and conclusions, suggestions, and bibliography. It was conducted under the guidance of Dr. Mukesh Ranga and examines students' online purchasing habits through a questionnaire.
The document lists 15 articles related to online shopping. Article 1 examines demographic profiles of online shoppers versus non-shoppers. Article 2 finds that online consumer reviews have a stronger influence on purchase intentions for females than males. Article 3 identifies factors beyond ease of use and usefulness that influence online shopping perceptions and intentions.
6.[45 54]factors influencing online banking customer satisfaction and their i...Alexander Decker
This document summarizes a research study on factors influencing online banking customer satisfaction in India. The study investigated the major factors that affect customer satisfaction with online banking services and their relative importance. A literature review covered definitions of online banking and customer satisfaction. The study objectives were to investigate influencing factors on customer satisfaction and assess their significance. The methodology involved surveying 250 customers in Vadodara, India using a questionnaire. Data analysis identified 10 factors through factor analysis, including banking needs, core services, convenience, risk/privacy concerns, and factors leading to continued usage. Overall, most respondents reported satisfaction with their bank's online services.
IOSR Journal of Business and Management (IOSR-JBM) is an open access international journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
The document discusses online shopping in India. It notes that online shopping has increased in popularity in recent years as it allows consumers to shop conveniently from home. The document then discusses customer satisfaction with online shopping and outlines some objectives and methodology for a study on factors that influence customer satisfaction with online shopping in India. Key findings of the study include that most respondents shop online for convenience and savings and prefer websites like Flipkart and Amazon. While online shopping provides benefits, it also presents some risks like delivery issues that companies aim to address.
A study of effectiveness of mobile ads & smarphone consumer attitude towards itVijayendra Dwari
In this report author attempt to discuss in detail the direction in which Mobile Advertising is heading in India and try to establish consumer attitude towards acceptance of Mobile advertising. Further we try to establish how effective this medium really is vis a vis consumer mind space.
This study analyzes mobile phone service usage in Srivilliputtur town. It aims to understand problems faced by mobile phone users regarding service providers. 150 mobile phone users were surveyed. Key findings:
1. Most users are male (56%), aged 25-35 (25.34%), post-graduates (51.33%), employees (33.33%) using phones 3-5 years (50%).
2. Brand phones like Nokia are preferred (37.97%). Phones are purchased by ready cash (80%). Main uses are convenience (48%) and easy communication (18.67%).
3. GSM services (81.33%) and Airtel
Consumer buying behaviour towards Online Retail: Flipkart v AmazonJubin James
This document is a project report by Jubin Jose James submitted to the New Delhi Institute of Management in partial fulfillment of a Post Graduate Diploma in Management. The report studies consumer buying behavior towards online retail marketers. It includes an introduction to the online retail industry in India, a literature review, research methodology, data analysis, findings, suggestions and conclusions. It also acknowledges the guidance of Ms. Ritu Talwar and includes a certificate, declaration, contents page and bibliography.
The document lists potential project titles related to marketing. Many of the titles focus on understanding consumer behavior, preferences, and perceptions towards various products and services across different industries like insurance, retail, automobiles, and consumer goods. Other common topics include analyzing branding, advertising, promotion and distribution strategies of companies; comparing organized and unorganized retail; and studying industry trends in sectors like FMCG, pharmaceuticals, and real estate.
This document provides an introduction to commodity markets in India. It discusses that commodities underlie the markets and include bullions, base metals, spices, energy, oils, fibers, pulses and other agricultural products. The key commodity exchanges in India are MCX and NCDEX. Commodity trading provides benefits like portfolio diversification, hedging price risks, and participation from various market participants. The commodity markets have grown significantly in recent years and are expected to continue expanding with increased participation from foreign investors. Commodity exchanges differ from stock exchanges in that the underlying assets are physical commodities that can vary in quality, whereas stocks represent ownership in a company.
A study of how application usage can help increase consumer satisfaction for ...Abeer Raza
This study uses regression analysis to determine the effects of mobile applications on consumer satisfaction. The paper focuses on the impact of mobile application usage on consumer behavior with regards to consumer engagement and brand loyalty. The author also looks into understanding the different factors within a mobile app that increases consumer satisfaction. This approach helps identify not just the factors themselves and their benefits but also their contribution in cultivating a long-term relationship between consumers and businesses.
(9) a study on consumer buying behaviour ppt hari master pieceHariMasterpiece
The document discusses a study on consumer buying behavior towards online shopping in Dindigul district, India. It aims to analyze factors influencing consumer purchases online and identify trends. 1000 samples were collected using purposive sampling and analyzed using percentage analysis and Chi-square tests. Key factors examined include awareness of online shopping sites, motivations for purchase like price, quality, and demographics of respondents. Preliminary results found online shopping awareness differed by gender, age, education level and occupation. Motivations for purchase also varied by education level and gender.
Study on Consumer Behavior Towards Online Purchase of Smartphones in Delhi-NCRVipul Dinodia
This document is a final project report submitted by Vipul Dinodia to the New Delhi Institute of Management in partial fulfillment of a post-graduate diploma in management with a specialization in marketing and digital marketing. The report studies consumer behavior towards online purchases of smartphones in Delhi-NCR. It provides an overview of the growing Indian e-commerce industry and models of consumer behavior. It then describes the research methodology, presents findings from a survey of 100 consumers, and analyzes the factors influencing online smartphone purchases and barriers faced by consumers. The report aims to help marketers better understand online shopping behaviors.
This document summarizes a study on consumer perceptions and issues regarding online grocery stores. The study examines consumer attitudes towards online shopping and factors influencing online purchases. It determines attributes that influence purchase decisions and issues with online shopping. Additionally, it compares grocery shopping preferences based on price, quality, variety, proximity and discounts. The methodology involved a survey of 100 individuals in Kanpur using questionnaires. Key findings indicate consumers purchase online based on discounts, variety, delivery and usability. Respondents agreed they would buy groceries online if available, finding it convenient with variety and time-saving. The study concludes online grocery could be beneficial with the right business model and addresses limitations regarding sample size and location.
The document summarizes a thesis titled "The influence of hurdles and benefits on the diffusion of online grocery shopping." It discusses key factors that influence consumers' adoption of online grocery shopping. The thesis concludes that hurdles to online grocery shopping have a higher impact on resistance than benefits have on increasing adoption. It identifies three consumer segments with different preferences regarding price benefits, quality/delivery options, and time savings. The thesis recommends food retailers understand consumers at each stage of adoption and address the most important hurdles of delivery options, fees, and quality to drive increased usage of online grocery shopping.
Impact of e commerce on purchase behaviour of student in higher educationJai Prakash
The document is a research paper on the impact of e-commerce on the purchase behaviour of students in higher education. It includes an introduction to e-commerce and its history. It then discusses the objectives and methodology of the study, which involved distributing a questionnaire to 100 students. The data analysis and interpretation section uses pie charts to analyze students' responses to questions on their online purchasing preferences, behaviours and satisfaction levels. It finds that most students feel secure shopping online and prefer websites like Amazon, and purchase items like mobiles and books due to the convenience and savings compared to offline shopping.
(9) a study on consumer buying behaviour ppt ah authorsHariharanAmutha1
This document summarizes a study on consumer buying behavior towards online shopping in Dindigul district, India. It includes the following key points:
- The study explores consumer motivations and preferences for online shopping using a sample of 1,000 respondents.
- Hypotheses test factors like awareness, gender, age, education that influence online shopping behavior and motivations such as price, quality, discounts.
- The methodology involves primary survey data collected through interviews and secondary data from previous studies, articles and the internet.
- Preliminary findings from the percentage analysis show respondents' gender, age, products purchased online and factors influencing purchases.
The bangladeshi consumer behavior and attitude toward superstoresAlexander Decker
This document discusses the growth of superstores in Bangladesh and consumer behavior toward them. It provides background on the history of supermarkets globally and in Bangladesh. Currently there are over 200 superstores in Bangladesh with an annual turnover of about $150 million. The major superstore chains in Bangladesh are expanding rapidly to meet growing demand. Factors like quality, variety, location, cleanliness and competitive prices positively influence customer satisfaction at superstores and ensure their loyalty. The expansion of superstores is expected to provide benefits like stable food prices, more jobs, and better prices and treatment for farmers. However, superstores still face challenges in developing strong supply chains.
- The document discusses a study on consumers' perceptions and preferences towards online advertisements on the website BuyElectric.com.
- The study found that most respondents access the internet via mobile phones and spend 1-2 hours per day online. While some online ads are seen as informative, most respondents have ad blocking enabled and do not remember ads they see on social media.
- The study concludes that for online ads to be effective, they need to be shared on social media alongside offline promotional activities and ensure quick delivery of products ordered to improve customers' online shopping experience.
Impact of e commerce on purchase behavior of student in higher education a st...Jai Prakash
This document is a dissertation submitted by Jai Prakash to CSJMU University in partial fulfillment of an MBA degree. It examines the impact of e-commerce on the purchase behavior of students in higher education. The dissertation includes an introduction, literature review, problem statement, objectives, research methodology, data analysis and interpretation, findings and conclusions, suggestions, and bibliography. It was conducted under the guidance of Dr. Mukesh Ranga and examines students' online purchasing habits through a questionnaire.
The document lists 15 articles related to online shopping. Article 1 examines demographic profiles of online shoppers versus non-shoppers. Article 2 finds that online consumer reviews have a stronger influence on purchase intentions for females than males. Article 3 identifies factors beyond ease of use and usefulness that influence online shopping perceptions and intentions.
6.[45 54]factors influencing online banking customer satisfaction and their i...Alexander Decker
This document summarizes a research study on factors influencing online banking customer satisfaction in India. The study investigated the major factors that affect customer satisfaction with online banking services and their relative importance. A literature review covered definitions of online banking and customer satisfaction. The study objectives were to investigate influencing factors on customer satisfaction and assess their significance. The methodology involved surveying 250 customers in Vadodara, India using a questionnaire. Data analysis identified 10 factors through factor analysis, including banking needs, core services, convenience, risk/privacy concerns, and factors leading to continued usage. Overall, most respondents reported satisfaction with their bank's online services.
IOSR Journal of Business and Management (IOSR-JBM) is an open access international journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
The document discusses online shopping in India. It notes that online shopping has increased in popularity in recent years as it allows consumers to shop conveniently from home. The document then discusses customer satisfaction with online shopping and outlines some objectives and methodology for a study on factors that influence customer satisfaction with online shopping in India. Key findings of the study include that most respondents shop online for convenience and savings and prefer websites like Flipkart and Amazon. While online shopping provides benefits, it also presents some risks like delivery issues that companies aim to address.
A study of effectiveness of mobile ads & smarphone consumer attitude towards itVijayendra Dwari
In this report author attempt to discuss in detail the direction in which Mobile Advertising is heading in India and try to establish consumer attitude towards acceptance of Mobile advertising. Further we try to establish how effective this medium really is vis a vis consumer mind space.
This study analyzes mobile phone service usage in Srivilliputtur town. It aims to understand problems faced by mobile phone users regarding service providers. 150 mobile phone users were surveyed. Key findings:
1. Most users are male (56%), aged 25-35 (25.34%), post-graduates (51.33%), employees (33.33%) using phones 3-5 years (50%).
2. Brand phones like Nokia are preferred (37.97%). Phones are purchased by ready cash (80%). Main uses are convenience (48%) and easy communication (18.67%).
3. GSM services (81.33%) and Airtel
Consumer buying behaviour towards Online Retail: Flipkart v AmazonJubin James
This document is a project report by Jubin Jose James submitted to the New Delhi Institute of Management in partial fulfillment of a Post Graduate Diploma in Management. The report studies consumer buying behavior towards online retail marketers. It includes an introduction to the online retail industry in India, a literature review, research methodology, data analysis, findings, suggestions and conclusions. It also acknowledges the guidance of Ms. Ritu Talwar and includes a certificate, declaration, contents page and bibliography.
The document lists potential project titles related to marketing. Many of the titles focus on understanding consumer behavior, preferences, and perceptions towards various products and services across different industries like insurance, retail, automobiles, and consumer goods. Other common topics include analyzing branding, advertising, promotion and distribution strategies of companies; comparing organized and unorganized retail; and studying industry trends in sectors like FMCG, pharmaceuticals, and real estate.
This document provides an introduction to commodity markets in India. It discusses that commodities underlie the markets and include bullions, base metals, spices, energy, oils, fibers, pulses and other agricultural products. The key commodity exchanges in India are MCX and NCDEX. Commodity trading provides benefits like portfolio diversification, hedging price risks, and participation from various market participants. The commodity markets have grown significantly in recent years and are expected to continue expanding with increased participation from foreign investors. Commodity exchanges differ from stock exchanges in that the underlying assets are physical commodities that can vary in quality, whereas stocks represent ownership in a company.
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This document contains the presentation slides for Susan Tompkins' presentation on 50 technology resources in 50 minutes. The slides include links and information about various educational technology tools and websites such as Bitly, Edmodo, NASA education opportunities, document cameras, online file storage, virtual constructions, and TeachEngineering.org. The presentation aims to educate attendees on different free resources that can be used for education.
Resumos dos resultados da pesquisa Usos do Tempo Livre e práticas culturais dos Porto-Alegrenses, realizado em dezembro de 2014 pelo Observatório da Cultura.
The international journal of business and managementPatrick Sweet
The study mainly determined the effect of customer satisfaction of service quality on customer retention intention of TiGo in the Abokobi-Madina locality. The study specific determined the extent of customer satisfaction of service delivery by TiGo; evaluated customer retention intention of TiGo; and finally related customer satisfaction of service delivery to customer retention intention. The study used quantitative methodology to investigate the effect of customer satisfaction of service quality on retention of Tigo. A structured questionnaire was used to gather data. Customers’ satisfaction of service quality delivered by Tigo and their intention to retain the service of Tigo were measured perceptually on Five-point scale. Questionnaires with a high reliability (Cronbach’s alpha >0.70) were delivered through personal contact and self-administered by the customers.
Overall, 250 respondent were selected. The study found that: the customers were satisfied with the quality of service delivered by Tigo; the customers could not indicate whether or not they would retain the services of Tigo; of the service quality dimension, tangibility, assurance and reliability had significant positive effect on customer retention intention of Tigo, while responsiveness had significant negative effect on customer retention. The study recommended that maintaining existing customers should be a better option than chasing for new non-existing customers by Tigo and that future study should consider expanding the scope so as to make the findings more dependable.
Factors Affecting On Customer Retention: A Case Study of Cellular Industry of...paperpublications3
Abstract: The aim of this study is to investigate the effect of price perception, customer satisfaction, brand image, switching barriers (switching cost, interpersonal relationship and attractiveness of alternative) and trust towards the Customer retention in the cellular industry of Pakistan. This study adds many other supporting materials especially for the literature review; a model is used by this study to find the effect of the factors on customer retention. The data was collected from the customers in Lahore who are subscribers one of the cellular company (Mobilink, U-Fone, Telenor, Warid, and Zong) of Pakistan. The data is analyzed with the help of the multiple regression analysis. Out of seven variables tested it is found that switching barriers (interpersonal relationship and switching cost), brand image, price perception, trust and customer satisfaction have the effect on customer retention. However, customer satisfaction has little to do to increase the customer retention. This study also provides evidence that the higher switching barrier of attractiveness of the alternative lower will be the customer retention. This current study has its own limitation since this research is only conducted in Lahore area. Therefore the finding of the study is unable to be generalized for the whole population of mobile users in Pakistan as the sample size is measured small. The findings can help the service providers to find the effect of customer satisfaction, price perception, trust, brand image and switching barriers towards the customer retention.
Linking quality, satisfaction and behaviour intentions in ghana’s mobile tele...Alexander Decker
This document discusses a study that examines the relationships between service quality, customer satisfaction, and behavioral intentions in Ghana's mobile telecommunications industry. Specifically, it aims to determine how different aspects of service quality (customer relations, tangibles, image quality, and real network quality) impact customer satisfaction, and how satisfaction then impacts behavioral intentions. The study is based on a survey of 1000 mobile phone users in Ghana and uses structural equation modeling to analyze the relationships. The findings indicate that the four aspects of service quality all have a positive influence on customer satisfaction, which then positively impacts behavioral intentions. The study contributes to understanding these relationships in the context of Ghana's mobile industry.
Factors determining the customer satisfaction & loyalty a study of mobile tel...Cuong Dinh
This study examined factors that influence customer satisfaction and loyalty in Bangladesh's mobile telecommunications industry. A conceptual model was developed relating service quality to customer satisfaction and relating service quality, switching costs, and trust to customer loyalty. A survey was administered to 300 customers of three mobile operators. Regression analysis found:
1) A significant positive relationship between service quality and customer satisfaction, with service quality explaining 10.2% of the variation in customer satisfaction.
2) A significant positive relationship between service quality and customer loyalty, but service quality explained only 4.6% of the variation in customer loyalty.
3) A significant positive relationship between switching costs and customer loyalty, but switching costs explained only 5.4% of the
Factors Affecting On Customer Retention: A Case Study of Cellular Industry o...paperpublications3
Abstract: The aim of this study is to investigate the effect of price perception, customer satisfaction, brand image, switching barriers (switching cost, interpersonal relationship and attractiveness of alternative) and trust towards the Customer retention in the cellular industry of Pakistan. This study adds many other supporting materials especially for the literature review; a model is used by this study to find the effect of the factors on customer retention. The data was collected from the customers in Lahore who are subscribers one of the cellular company (Mobilink, U-Fone, Telenor, Warid, and Zong) of Pakistan. The data is analyzed with the help of the multiple regression analysis. Out of seven variables tested it is found that switching barriers (interpersonal relationship and switching cost), brand image, price perception, trust and customer satisfaction have the effect on customer retention. However, customer satisfaction has little to do to increase the customer retention. This study also provides evidence that the higher switching barrier of attractiveness of the alternative lower will be the customer retention. This current study has its own limitation since this research is only conducted in Lahore area. Therefore the finding of the study is unable to be generalized for the whole population of mobile users in Pakistan as the sample size is measured small. The findings can help the service providers to find the effect of customer satisfaction, price perception, trust, brand image and switching barriers towards the customer retention.
Keywords: customer satisfaction, brand image, price perception, trust, switching barriers, customer retention.
LITERATURE REVIEW OF MOBILINK (WEEK-9)INTRODUCTIONFor every indiv.docxcroysierkathey
LITERATURE REVIEW OF MOBILINK (WEEK-9)INTRODUCTION:
For every individual cellular service has become a need, to contact with their relatives, family, friends and with the business people. In Pakistan, there are many cellular companies which offer prepaid and postpaid services. The satisfaction level of cellular services customer’s changes with their expectations. This can also be co-related with the potential of services a cellular company can offer to its customers.
In 1962 Telecommunication developed for the first time in Pakistan. In 1991 there was only one Telecommunication provider company which was working by the name of Pakistan Telecommunication Company Limited (PTCL). But in 1994 the situation changed because Multi-national companies started business in Pakistan and launched 1st cellular services “global system for mobile communications (GSM)”
in different cities of Pakistan, by then the services charges of the Network and prices of mobile set was very much high. Only people with good resources can afford cellular services facilities. Cellular services usage had become a sign of richness. In 2001 PTCL established a new cellular service company by the name of U-fone. By now, five major companies Mobilink, Telenor, Ufone, Warid and Zong are operating in Pakistan. Mobilink started its operation in Pakistan in 1994. Mobilink was first cellular service provider to operate on hundred percent digital GSM technology in Pakistan. Mobilink entered first and High market share and market growth, that’s why Mobilink became market leader in mobile companies in Pakistan. Today Mobilink is leading with 36 million subscribers.
In National Economy, according to Pakistan Telecommunication Authority (PTA), Telecom sector is considered as one of the developed sectors. It injected Rs 467 billion into national economy in the year 2018. As compared to last year, it showed 6.4% increase. Pakistan is having good position in Internet and cellular field. Latest statistics released by the PTA showed that registered cellular subscriptions have reached to 150.1+ million till 2019.
Companies learn and take experience when they come in interaction with unhappy & unsatisfied customers. According to Muzammil Hanif Sehrish Hafeez (2010) any cellular company who wants to maintain long term relationship with customers, it is possible only when they satisfy them in first instant, so it is important for a company to concentrate on the affecting factors. This paper is showing few variables which influence and should to be paid much attention which are affecting customers’ satisfaction.
Background of the Study:
In Pakistan, from past few years’ mobile communication has emerged as a fast growing industry. Pakistan is considered one of progressive country of the world in which Mobile phone subscribers has increased over 150 million. That’s the reason that many foreign companies are interested to investing this sector. Telephone & Telegraph (T&T) department provided telecom ...
Determinants of customer satisfaction in cellular industry ofAlexander Decker
This document summarizes a research study on the determinants of customer satisfaction in Pakistan's cellular industry. Through a literature review and survey, the study identified three key factors that influence customer satisfaction: (1) tariff (pricing), (2) call quality, and (3) customer service. The research found customer satisfaction in the cellular industry to be multidimensional, depending on an appropriate balance of affordable rates, high-quality network coverage and calls, and good customer support services. This adds to previous research identifying similar factors as important drivers of satisfaction in other countries' telecommunications markets.
1. The document summarizes research on consumer mobile switching in Australia, including key objectives, insights from focus groups, and outcomes.
2. Insights from focus groups identified six "F" factors that influence switching: fed up, frustrated, feel powerless, fractious, finished with providers, and fingers on triggers to switch.
3. The research developed a Market Performance Indicator (MPI) to measure factors like trust, ability to compare offers, complaints, and expectations being met, which better explained switching behavior than satisfaction alone.
The Effects of Customer Expectation and Perceived Service Quality on Customer...Samaan Al-Msallam
ABSTRACT : The effect of the antecedents of satisfaction on customer satisfaction is an issue still under debate in the academic literature. Thus, the primary goal of this article is to analyze the relationship between two of the most important antecedents of customer satisfaction ( namely customer expectation and perceived service quality ) and customer satisfaction . Data were collected through a survey, including samples of 250 customers from the 5 Banks in Damascus, Syria . Spss is used to test the hypotheses. The finding show that customer expectation and perceived service quality have a positive effect on customer satisfaction . Bank managers must know how improvement in service quality influences customer satisfaction and what expectation levels they might consider to increase consumer satisfaction which ultimately retains valued customers. KEYWORDS : Customer Expectation , Perceived Service Quality, Customer Satisfaction.
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This study examines the relationship between customer expectation, perceived service quality, and customer satisfaction in the banking sector in Damascus, Syria. The author conducted a survey of 250 customers from 5 banks. The results of the regression analysis found that customer expectation and perceived service quality both have a positive effect on customer satisfaction. Specifically, customer expectation explained 18% of the variance in customer satisfaction, while perceived service quality explained 36% of the variance. The findings indicate that meeting or exceeding customer expectations and improving perceptions of service quality can increase customer satisfaction in the banking industry. Bank managers should understand customer expectations and focus on strengthening service quality to enhance customer satisfaction and retention.
A Study Of Customer Satisfaction On Telecom Service ProvidersAshley Carter
This document discusses a study of customer satisfaction with telecom service providers in India. The study was conducted from February to August 2013 among medical college students in Silchar, Assam, India. The objectives were to study customer satisfaction, benefits to customers, and customer needs/expectations regarding various service providers. The literature review discusses several past studies related to telecom marketing, customer loyalty, and promotional strategies. The limitations included busy or unknowledgeable respondents. The conceptual framework defines customer satisfaction as meeting or exceeding customer expectations through the entire customer experience process.
1. The document summarizes a study on customer satisfaction with telecom service providers in India. The study was conducted from February to August 2013 among medical college students in Silchar, Assam under the guidance of Assam University.
2. The objectives of the study were to understand customer satisfaction levels and benefits towards mobile service providers and identify customer needs, expectations, and current satisfaction levels.
3. The study reviewed previous research on topics like marketing of new mobile phone technologies, strategies to retain customers, and analysis of customer attitudes towards cellular services. It also outlined the conceptual framework, importance of customer satisfaction, and methods used to measure satisfaction.
Analysis Of The Antecedents Of Customer Loyalty Of Telecommunication Industry...Angela Shin
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[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
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Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
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12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
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20. Design for Six Sigma (DFSS)
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https://www.oeconsulting.com.sg/training-presentations
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3.md. zahidul 20 29
1. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.6, 2011
Measuring Customer Satisfaction of Mobile Phone Users: A
Comparative Study between Grameen Phone and Teletalk
Based on Khulna City, Bangladesh
Md. Zahidul Islam (Corresponding author)
Lecturer, Department of Business Administration, Manarat International University
Plot # CEN 16, Road # 106 Gulshan-2, Dhaka-1212, Bangladesh
Mobile No: +8801716161523 E-mail: rifatdu@gmail.com
Abstract
The present study is basically an attempt to examine the customer satisfaction toward the existing attributes
of Grameen phone and Teletalk based on Fishbein’s Multi-Atribute Attitude Model. Twenty factors have
been considered for justifying the result of this study. The research is based on the primary data. 200
respondents have been selected randomly from different areas of Khulna City in Bangladesh. In this study,
the hypotheses were developed in the light of objectives of this study, where, H0 = there is no difference
between mean of each attribute of Grameen phone and Teletalk, and H1 = there is difference between mean
of each attribute of Grameen phone and Teletalk,. It has found that overall customer attitude toward
Grameen Phone is 166.1923, whereas Teletalk is 78.939. In most of the cases (17 out of 20), customers
show positive attitude towards Grameen Phone than that of Teletalk.
Key Words: Customer Satisfaction, Multi-Attribute Attitude Model,
1. Introduction
In almost every industry, customers are becoming ever more demanding, and in most cases they have more
options to choose from than ever before. Thus every brand is facing intense competition that induces the
brand manager to measure the customer satisfaction (Fornell, 1992). Specifically, the expansion of cell
phone, along with customized services, has created a severe implied competition in this sector and like
other industry measuring customer satisfaction of mobile industry becomes an important issue to achieve
ultimate goals of this sector in Bangladesh. There are six mobile companies operate in Bangladesh
presently. The competition among all the companies in Bangladesh within this industry is increasing day by
day. The scenario is proved from the following table.
Insert Table 1 here
GrameenPhone is the market leader with approximately 46% market share based on customers
(http://press.telenor.com). From the market share and technical capability point of view, GP is clearly ahead
of other competitors. Although Banglalink was the challenger but its activities was not so much threat for
GP. Since the market payers designed their strategy with traditional armors therefore, the culture and
practice of innovation was not appropriately nurtured in this industry. The competition among the industry
is escalating day by day because Robi, Citycell, Airtel and Teletalk are trying to increase their customer.
The study actually conducted between Grameen Phone and Teletalk (government own mobile company in
Bangladesh) because of increasing the competition among the firms within this industry in Bangladesh.
2. Literature Review
20
2. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.6, 2011
Customer satisfaction is the post consumption feeling or attitude of a consumer toward a product/service
(Metawa et al.; 1996). In case of services, customer satisfactions is often related to service quality and
service features such as convenience, competitiveness, and location of service provider (Naser et al.; 1999).
Though customer satisfaction is the parameter whether customers will leave or stay with the organization,
Reichheld, (1996) suggest that dissatisfied customers do not leave the organization if they do not expect to
receive better service elsewhere as well as satisfied customers may look for other providers if they believe
they might receive better service elsewhere. But keeping customers with the firm depend on a number of
factors such as wider range of product choices, greater convenience, better prices, and enhanced income
(Storbacka et al., 1994). Moreover, only the satisfied customer is converted as loyal customer (Fornell,
1992), in his study, remarks that although customer satisfaction and quality come out to be important for all
firms, satisfaction is more important for reliability in industries such as mobile phones, insurance, mail
order, and automobiles. Increasing customer satisfaction has been found to direct to higher future
profitability (Anderson et al.; 1994), lower costs related to substandard goods and services improved buyer
readiness to pay price premiums, provide referrals, and use more of the product (Reichheld 1996; Anderson
and Mittal 2000), and higher levels of customer preservation and loyalty (Fornell 1992; Anderson and
Sullivan 1993; Bolton 1998). Increasing loyalty, in turn, has been found to lead to increases in future profits
(Fornell 1992; Anderson et al., 1994) and reductions in the cost of future dealings (Reichheld 1996;
Srivastava et al.,1998). All of this experiential data suggests that customer satisfaction is valuable from
both a customer goodwill viewpoint and an organization’s monetary perspective.
According to Drucker (1954), the principle purpose of a business is to create satisfied customers. Customer
satisfaction is merely a response to the value proposition offered in specific products/markets (Reidenbach,
1995). By this view, organizations must determine how customers define value in order to provide value-
added services. Reidenbach (1995) argued that customer value is a more viable element than customer
satisfaction because it includes not only the usual benefits that most organizations focus on but also a
consideration of the price that the customer pays. Customer value is a dynamic that must be managed.
Stafford (1994) found that customers want courtesy, friendliness and convenience. But that consumer also
views “fair prices, concerned management and institutional stability as integral components of the service
process”
The customer handling ability to be simultaneously satisfied and dissatisfied with different attributes of the
offering is important to marketers; by understanding the relative importance of attributes, marketers can
spend resources on those attributes that increase levels of overall satisfaction while avoiding expenditures
on attributes that have little influence on overall satisfaction (Kellar and Preis, 2003) . Several studies in the
marketing literature have considered the relationship between customer satisfaction and performance at the
firm level. Not amazingly, the results generally prove that customer satisfaction provides economic profit to
the firm. For example, customer satisfaction has been linked to increased revenues (Fornell, 1992; Gó mez,
McLaughlin & Wittink, 2004; Rust, Zahorik, & Keiningham, 1995), more inelastic demand (Anderson,
1996), and compact costs for attracting new customers and other costs associated with poor quality, defects
and complaints (Anderson, Fornell, & Rust, 1997). Reflecting these benefits, customer satisfaction has
been found to positively affect a firm’s profitability (Anderson, Fornell, & Lehmann, 1994; Aaker &
Jacobson, 1994; Capon, Farley, & Hoeni, 1990), and its market value (Aaker & Jacobson, 1994; Ittner &
Larcker, 1998). While extant literature provides evidence for the positive effect of a firm’s customer
satisfaction, little if any research has considered the effect of rivals’ customer satisfaction on a firm’s
performance. A number of other researches also asserted increasing emphasis on increasing customer
satisfaction and customer retention through improved quality of their services (File & Prince, 1992)
From the analysis of literature review, some elements can be taken as the indicator of performance
measurement criteria of the mobile company. And these are both main and value added service. The
company needs to identify a customer want and desire to fulfill his or her needs.
3. Objectives of the study
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The main objective of the study is to compare the level of customer satisfaction between Grameen Phone
and Teletalk.
The specific objectives are
Identify the different attributes of the service of mobile phone companies that influence the level of
customer satisfaction
Measuring the level of customer satisfaction in terms of existing attributes
More specifically, the hypothesis of this study is as
Ho:µ MAG = µ MAT
H1: µ MAG ≠ µ MAT
Where, Ho = Null Hypothesis
H1 = Alternative Hypothesis
µ MAG = Mean of Attributes of Grameen Phone
µ MAT = Mean of Attributes of Teletalk
4. Methodology of the Study
The study is mainly based on primary data that has been collected randomly from a sample of 200 (100
from each mobile company) end users either of Grameen phone or Teletalk through a structured
questionnaire with 7 point scale where 1 indicate not satisfied at all (NS), 2 indicate very dissatisfied (VD),
3 indicate dissatisfied (D), 4 indicate neutral ((N), 5 indicate satisfied (S), 6 indicate very satisfied (VS), 7
indicate highly satisfied (HS). To make the sample more representing, for each 100 respondents, 15 were
service holders, 15 were businessmen, 35 were students, 35 were non-service holders and 10 respondents
have been chosen from the employee of Grameen phone or Teletalk.
Simple random sampling has been used for sampling. Mean score, standard deviation as well as variances
have been calculated on the basis of degree of evaluation by the respondents on Fishbein’s Multi-Attribute
Attitude Model. Moreover, if the calculated value (z) is greater than critical value (zc), then it rejects the
null hypothesis and accepts the alternative hypothesis. Model Regarding Customer’s Attitude toward the
Existing Attributes of Grameen Phone and Teletalk
Fishbein’s Multi-Attribute Attitude Model was mainly developed by Martin A. Fishbein in 1963. According
to this model, attitudes are viewed as having two basic components. One is the belief about the specific
factors of an object and another is the overall evaluation about the specific factors of an object. The factors
could be Call Rates, FnF, Pick/off pick hour, SMS, International SMS, Internet SMS, Voice SMS, Call
Block, MMS, GPRS/Internet, WAP, Puss-pull service, Instant Recharging, Voice based Service,
International Roaming, Economy ISD, Customer care Services, Network, Electronic Payment System,
Missed Call Alert. It implies how an individual evaluates the importance of each attribute of the object in
satisfying his/her need. Now it can be calculated customer’s attitude towards the selected mobile phones
companies by using Fishbein’s Multi-Attribute Attitude Model. So this model is formulated as follows
n
A0 bi.ei
i 1
Where A0 = Person’s overall attitude towards the object.
bi = The strength of one’s belief about the attribute (i) or factor of that object.
ei = the evaluation of feelings of the attribute (i) or factor.
n = the number of salient attributes
5. Findings of the Study
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The major findings regarding customer satisfaction between Grameen Phone and Teletalk are given below:
Insert Table 2 here
According to the above table that 80% customers are satisfied regarding all the factors of Grameen Phone
(where, 23% were satisfied, 27% were very satisfied and 30% were highly satisfied) whereas, 58%
customers are satisfied regarding all the factors of Teletalk (where, 21% were satisfied, 20% were very
satisfied and 17% were highly satisfied). The mean value of all the factors of Grameen phone and Teletalk
are respectively 5.57 and 4.74 which also indicate that consumer are more satisfied on Grameen phone that
Teletalk.
Insert Table 3 here
The above Table: 3 that 79% customers maintain favorable attitude toward all the factors regarding
Grameen Phone (where, 24% were, 28% were and 27% were very strongly believe). Moreover, 12%
expressed their neutrality. Furthermore, rests of the 6% expressed disbelieve, 2% very disbelieve and 1%
strongly disbelieve toward all the factors of Grameen phone. On the other hand 61% customers are satisfied
regarding all the factors of Teletalk (where, 23% were believed, 21% were strongly believe and 17% were
very strongly believe). Moreover, 16% expressed their neutrality. Furthermore, rests of the 12% expressed
disbelieve, 8% very disbelieve and 3% strongly disbelieve toward all the factors of Teletalk. The value of
mean of all the factors of Grameen phone is 5.48% which lies in believe category while mean value of
Teletalk is 4.79, which lies in neutral category.
Asking questions regarding evaluation and believe of 20 factors to the customers, it can be found that their
overall attitude towards the existing factors of Grameen Phone and Teletalk individually. Now, the overall
attitudes of Grameen Phone and Teletalk were shown below in the following table
Insert Table 4 here
From the table it can be observed that, the overall attitude of customers towards the existing attributes of
Grameen Phone Ao= 166.1923, whereas, Teletalk Ao= 78.939. From the above table, it is seen that for
most of the factors, customers hold positive attitude towards the Grameen phone such as Pick/off pick hour,
SMS, International SMS, Internet SMS, Voice SMS, Call Block, MMS, GPRS/Internet, WAP, Puss-pull
service, Instant Recharging, Voice based Service, International Roaming, Economy ISD, Customer care
Services, Network, Electronic Payment System, Missed Call Alert but in case of Call Rates, FnF customers
hold better attitude towards Teletalk than that of Grameen phone. It is also noted that there is a negative
attitude of customer towards the network facilities of Teletalk.
Insert Table 5 here
From the above table (table: 5) the hypotheses are tested by using differences between the two means. The
calculated ‘z’ values on above table are determined by using the following formula:
X1 X 2
Z
S12 S 2
2
n n
Where,
Z = Calculated value
X 1 = The mean value of the variables of Grameen phone
X 2 = The mean value of the variables of Teletalk
S12 = The standard deviation of the variables of Grameen phone
2
S 2 = The standard deviation of the variables of Teletalk
n = Number of respondents
At 5% level of significance, the critical value of z for two tailed test is = ± 1.96. If the computed value of z
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is greater than +1.96 or less than -1.96, then reject Ho, otherwise accept H1. The above table represents that
3 variables are accepted whereas rest of the 17 variables are rejected i.e. there is a significant difference in
terms of the 17 variables whereas, there are no significant differences in terms of the 3 variables (call rate,
pick/ off-pick hour, missed call alert).
6. Recommendations and Conclusion
At present customer satisfaction is the main factor in choosing the best alternative; customers always
consider the different service of a mobile company when they purchase the connection. That means, they
expect more benefits than the cost. So the customers want to get more opportunities and attributes from the
mobile company to their connection. To add new attributes with the current services and satisfying
customers, the manager of Teletalk should improve all the factors and the manager of Grameen phone
should reduce call rate and provide better facilities for the customers of other operator.
This study finds that the overall customer satisfaction of Grameen phone is 5.57 and Teletalk is 4.74.
However, the customer satisfaction of cell phones is significantly dependent upon call rate, different
charges, strong network, customer care centre services and smooth talking The remaining factors, sms
charge, voice sms charge, sms sending and help line charge do not have significant statistical evidence to
improve the customer satisfaction of cell phones. Call rate of cell phone is found to be the most relevant
with the cell phones’ customer satisfaction irrespective to the occupation, age, and gender differences. The
customers of Grameen phone is comparatively more satisfied than that from Teletalk as they enjoy low call
rate, better customer services, additional benefits, different bonus given by the companies yield higher level
of satisfaction. Teletalk, on the other hand, have inadequate benefits, facilities and very poor network,
resulting in comparatively lower level of customer satisfaction..
References:
Anderson, E.W., and Fornell, C. (1994).“A customer satisfaction research prospectus” In R. Rust and R.J.
Oliver (Eds.), Service quality: New direction in theory and practice (pp. 241-268). Thousand Oaks: Sage
Drucker, Peter F. (1954), The Practice of Management, New York: Harper & Row, p-22.
Fornell, C. (1992). “A national satisfaction barometer: the Swedish experience.” International Journal of
Marketing, p-6
Fornell, C. (1992). “A national satisfaction barometer: the Swedish experience.” Journal of Marketing,
p-21.
File, K.M., & Prince, R.A. (1992). “Positive word of mouth: customer satisfaction and buyer behavior.”
International Journal of Marketing, 10(1), 25-9.
Kellar, G. M. and M. W. Preis, “Modeling Increased Repurchase Intentions in High-Tech B2B Markets
Using Information Theoretic Approach”. Academy of Marketing Studies Journal, 2003
Metawa, S. A. and Almossawi, M. (1998). “Behavior of Mobile phone customers: perspectives and i
mplications.” International Journal of Marketing 16 (7), pp. 299-313.
Naser, K., Jamal, A., & Al-Khatib, K. (1999). “A study of customer satisfaction and preferences in Jordan.”
International Journal of Marketing. 17(3), 135-150.
Reidenbach, R.E. (1995). Value-Driven: Strategies for Total Market Satisfaction. Irwin Professional, U.K
Reichheld, F. F. (1996). “Learning from Customer Defections.” Harvard Business Review, March/April, pp.
56-69.
Storbacka, K., Strandvik, R and Gronroos, C. (1994). “Managing Customer Relationship for Profit: The
Dynamics of Relationship Quality.” International Journal of Service Industry Management, 5(5), pp.
21-38.
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Vol 3, No.6, 2011
Stafford, M. R. (1996). “Demographic discriminators of service quality in the mobile industry. The Journal
of Services Marketing, 10(4), 6-22.
Web References:
BTRC [Online] Available: www.btrc.gov.bd (25, September, 2011)
Mobile Phone Companies of Bangladesh [Online] Available: http://en.wikipedia.org/wiki/
Category:Mobile_phone_companies_of_Bangladesh (25, September, 2011)
About Grameen Phone [Online] Available: www.grameenphone.com (25, September, 2011)
Market share of Grameen Phone [Online] Available: http://press.telenor.com (25, September, 2011)
About Teletalk[Online] Available: www.teletalk.com.bd (25, September, 2011)
Table- 1: The Increasing Scenario of Mobile Phone Users in Bangladesh
Year Total number of Mobile Phone Active Subscribers
June 2007 27.72 million
June 2008 43.7 million
June 2009 46.69 million
June 2010 59.98 million
June, 2011 76.434 million
Source: www.btrc.gov.bd/newsandevents/mobile_phone_subscribers
Table-2: Customers’ Overall Satisfaction towards the Existing Attributes of Grameen Phone and
Teletalk
Grameen Phone Teletalk
Satisfaction
Level F Percent Mean SD Var F Percent Mean SD Var
NS 0 0 3 3
VD 2 2 8 8
D 6 6 13 13
N 12 12 5.57 1.29 1.68 18 18 4.74 1.59 2.53
S 23 23 21 21
VS 27 27 20 20
HS 30 30 17 17
Total 100 100 100 100
Source: Field survey
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Table-3: Customers’ Overall evaluation about the Attributes as a whole regarding Grameen Phone
and Teletalk
Grameen Phone Teletalk
Satisfaction
Level F Percent Mean SD Var F Percent Mean SD Var
SD 1 1 3 3
VD 2 2 8 8
D 6 6 12 12
N 12 12 5.48 1.33 1.76 16 16 4.79 1.58 2.50
B 24 24 23 23
SB 28 28 21 21
VSB 27 27 17 17
Total 100 100 100 100
Source: Field Survey
Table 4: Measuring overall customer attitude toward the existing Attributes of Grameen Phone and
Teletalk
S.L Factors/Attributes GP Teletalk
ei bi eibi ei bi eibi
1 Call Rates 1.16 5.19 6.02 1.73 5.75 9.94
2 FnF 0.74 5.03 3.72 0.86 4.98 4.28
3 Pick/off pick hour 0.88 4.91 4.32 0.61 4.38 2.67
4 SMS 1.29 5.56 7.17 0.5 4.63 2.31
5 International SMS 1.57 5.61 8.80 0.36 4.4 1.58
6 Internet SMS 1.83 5.86 10.72 1.2 4.63 5.55
7 Voice SMS 1.29 5.36 6.91 0.48 4.44 2.13
8 Call Block 1.2 5.57 6.68 0.61 4.86 2.96
9 MMS 1.31 5.46 7.15 0.42 4.08 1.71
10 GPRS/Internet 1.65 5.92 9.76 1.07 4.88 5.22
11 WAP 1.62 5.45 8.82 1.11 5.29 5.87
12 Puss-pull service 1.14 5.24 5.97 0.79 4.5 3.55
13 Instant Recharging 2.27 6.28 14.25 1.44 5.06 7.28
14 Voice Based Service 1.91 5.67 10.82 1.21 5.07 6.13
15 International Roaming 1.81 5.65 10.22 0.92 4.46 4.10
16 Economy ISD 1.02 4.91 5.00 0.52 4.77 2.48
17 Customer care Services 1.64 6.07 9.95 0.4 4.36 1.74
18 Network 2.18 6.21 13.53 -0.63 3.29 -2.07
19 Electronic Payment System 1.4 5.6 7.84 0.86 5.1 4.38
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20 Missed Call Alert 1.48 5.71 8.45 1.32 5.35 7.06
Total 166.19 78.93
Source: Field Survey
Table – 5: Test of Hypothesis
Attributes GP Teletalk 5% level of
significance
Calculated Critical z Result
Mean SD Mean SD Z value value (Ho)
Call Rates 1.16 1.254751 1.73 0.947154 -3.84128 -1.96 Accepted
FnF 0.74 1.418591 0.86 1.421408 -0.71207 -1.96 Rejected
Pick/off pick hour 0.88 1.531535 0.61 1.548515 1.538455 1.96 Accepted
SMS 1.29 1.313735 0.5 1.609348 4.620687 1.96 Rejected
International SMS 1.57 1.266925 0.36 1.670449 7.060017 1.96 Rejected
Internet SMS 1.83 1.03976 1.2 1.392839 4.039292 1.96 Rejected
Voice SMS 1.29 1.336376 0.48 1.65215 4.685506 1.96 Rejected
Call Block 1.2 1.555635 0.61 1.586789 3.328278 1.96 Rejected
MMS 1.31 1.610559 0.42 1.72731 4.871418 1.96 Rejected
GPRS/Internet 1.65 1.089725 1.07 1.505025 3.600644 1.96 Rejected
WAP 1.62 1.120536 1.11 1.392085 3.217412 1.96 Rejected
Push-pull service 1.14 1.456159 0.79 1.681041 1.976046 1.96 Rejected
Instant Recharging 2.27 0.759671 1.44 1.134196 6.031195 1.96 Rejected
Voice Based
Service 1.91 1.049714 1.21 1.491945 4.390757 1.96 Rejected
International
Roaming 1.81 1.101771 0.92 1.591729 5.422899 1.96 Rejected
Economy ISD 1.02 1.455885 0.52 1.64 2.841696 1.96 Rejected
Customer care
Services 1.64 1.08185 0.4 1.311488 8.015298 1.96 Rejected
Network 2.18 0.804736 -0.63 1.277928 19.47138 1.96 Rejected
Electronic Payment
System 1.4 1.456022 0.86 1.618765 3.079543 1.96 Rejected
Missed Call Alert 1.48 1.276558 1.32 1.441388 0.970509 1.96 Accepted
Source: Field Survey
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