servqual dimention servey on banglalink.designed with 5 point likert scale.

1. Strongly disagree=5
Disagree=4
Neither agree/disagree=3
Agree=4
Strongly agree=5
RELIABILITY
1.When Banglalink company
promises to do something by a
certain time,it does so
Strongly
disagree
Disagree
Neither
agree
nor
disagree
Agree
Strongly
agree
Total
total response 3 6 12 5 0 26
avg 11.53846 23.07692 46.15385 19.23077 0 100
total point 3 12 36 20 0 2.730769
2.Banglalink company performs the
service right the first time
Strongly
disagree
Disagree
Neither
agree
nor
disagree
Agree
Strongly
agree
Total
total response 6 6 8 5 1 26
avg 23.07692 23.07692 30.76923 19.23077 3.846154 100
Avg point 6 12 24 20 5 2.576923
3.Banglalink company insits n error –
free records
Strongly
disagree
Disagree
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 3 2 12 7 2 26
avg 11.53846 7.692308 46.15385 26.92308 7.692308 100
Avg point 3 4 36 28 10 3.115385

2. 4.Banglalink has the ability to to
perform promised service
Strongly
disagree
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 2 3 6 11 4 26
avg 7.69230
8
11.53846 23.0769
2
42.3076
9
15.3846
2
100
Avg point 2 6 18 44 20 3.46153
8
5.Banglalink aware of customer
expectation
Strongl
y
disagree
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 2 2 8 7 7 26
avg 7.69230
8
7.69230
8
30.7692
3
26.9230
8
26.9230
8
100
Avg point 2 4 24 28 35 3.57692
3
Reliability :In the reliability issue avg is below the trend level which is 3.092308.
1.When Banglalink company promises to do something by a certain time,it does so
2.Banglalink company performs the service right the first time
AVG of RELIABILITY:3.092308

3. RESPONSIVENESS
1. Banglalink is prompt on their
problem resolution
Strongl
y
disagre
e
Disagre
e
Neither
agree
nor
disagree
Agree Strongl
y agree
Total
total response 4 6 4 12 0 26
avg 15.3846
2
23.0769
2
15.3846
2
46.1538
5
0 100
Avg point 4 12 12 48 0 2.92307
7
2. Banglalink listen the customer
carefully
Strongl
y
disagre
e
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 0 7 6 12 1 26
avg 0 26.9230
8
23.0769
2
46.1538
5
3.84615
4
100
Avg point 0 14 18 48 5 3.26923
1
3.If there is a problem found they
solve it instantly
Strongl
y
disagree
Disagre
e
Neither
agree
nor
disagree
Agree Strongl
y agree
Total
total response 2 8 7 9 0 26
avg 7.69230
8
30.7692
3
26.9230
8
34.6153
8
0 100
Avg point 2 16 21 36 2.88461
5

4. 4.They charge high for their
service
Strongl
y
disagree
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 4 4 8 9 1 26
avg 15.3846
2
15.38462 30.7692
3
34.6153
8
3.84615
4
100
Avg point 4 8 24 36 5 2.96153
8
5. Banglalink has really rich
customer service.
Strongl
y
disagre
e
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 6 6 6 5 3 26
avg 23.0769
2
23.0769
2
23.0769
2
19.2307
7
11.5384
6
100
Avg point 6 12 18 20 15 2.73076
9
Responsiveness: In the reliability issue avg is below the trend level which is 2.953846.
Every sector of the responsibility have to improve of the Banglalink company
AVG OF RESPONSIVENESS:2.953846

5. Assurance
1.Emplyee of the Banglalink is well
educated
Strongl
y
disagre
e
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 5 2 8 6 5 26
avg 19.2307
7
7.69230
8
30.7692
3
23.0769
2
19.2307
7
100
Avg point 5 4 24 24 25 3.15384
6
2.Emplyee of the Banglalink have the
ability to inspire their customers
Disagre
e
Neither
agree
nor
disagree
Agree Strongl
y agree
Total
total response 0 6 4 16 0 26
avg 0 23.0769
2
15.3846
2
61.5384
6
0 100
Avg point 0 12 12 64 0 3.38461
5
3.Customers feels assure when it is
Banglalink
Strongl
y
disagree
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 2 7 8 7 2 26
avg 7.69230
8
26.9230
8
30.7692
3
26.9230
8
7.69230
8
100
Avg point 2 14 24 28 10 3

6. 4. Banglalink is really inspire the
trust and confident
Strongl
y
disagre
e
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 1 6 10 8 1 26
avg 3.84615
4
23.0769
2
38.4615
4
30.7692
3
3.84615
4
100
Avg point 1 12 30 32 5 3.03846
2
5.You feel safe when ou trisection
with Banglalink company
Strongl
y
disagre
e
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 3 2 6 11 4 26
avg 11.5384
6
7.69230
8
23.0769
2
42.3076
9
15.3846
2
100
Avg point 3 4 18 44 20 3.30769
2
AVG OF ASSURENCE:3.176923
Assurance:In the reliability issue avg is below the trend level which is3.176923.Most of the
sector of the assurance need to improve.

7. EMPATHY
1. Banglalink always care about its
customers
Strongl
y
disagre
e
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 1 6 9 7 3 26
avg 3.84615
4
23.0769
2
34.6153
8
26.9230
8
11.5384
6
100
Avg point 1 12 27 28 15 3.19230
8
2. Banglalink gives individual
attention to the customers
Strongl
y
disagre
e
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 0 7 6 11 2 26
avg 0 26.9230
8
23.0769
2
42.3076
9
7.69230
8
100
Avg point 0 14 18 44 10 3.30769
2
3.Customers feel important to
Banglalink
Strongl
y
disagree
Disagre
e
Neither
agree
nor
disagree
Agree Strongl
y agree
Total
total response 1 1 15 9 0 26
avg 3.84615
4
3.84615
4
57.6923
1
34.6153
8
0 100
Avg point 1 2 45 36 0 3.23076
9

8. 4. Banglalink have the personalized
service
Strongl
y
disagre
e
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 4 4 10 7 1 26
avg 15.3846
2
15.3846
2
38.4615
4
26.9230
8
3.84615
4
100
Avg point 4 8 30 28 5 2.88461
5
5.Banglalink company has operating
hours that are convenient to all its
customers
Strongl
y
disagre
e
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 3 1 7 9 6 26
avg 11.5384
6
3.84615
4
26.9230
8
34.6153
8
23.0769
2
100
Avg point 3 2 21 36 30 3.53846
2
AVG OF EMPATHY:2.953846
Avg of the empathy is really below the standard of the customer expectation.
Specially q-2 3 4 have to improve significantly.
TANGIBLES
1. Banglalink has really good network
infrastructure
Strongl
y
disagree
Disagre
e
Neither
agree
nor
disagree
Agree Strongl
y agree
Total
total response 4 8 6 8 0 26
avg 15.3846
2
30.7692
3
23.0769
2
30.7692
3
0 100
Avg point 4 16 18 32 2.69230
8

9. 2.Their office buildings are world
class
Strongl
y
disagre
e
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 1 4 6 14 1 26
avg 3.84615
4
15.3846
2
23.0769
2
53.8461
5
3.84615
4
100
Avg point 1 8 18 56 5 3.38461
5
3. Banglalink has good customer
care chain
Strongl
y
disagre
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 8 3 3 7 5 26
avg 30.7692
3
11.5384
6
11.5384
6
26.9230
8
19.2307
7
100
Avg point 8 6 9 28 25 2.92307
7
4.Networs are found every where is
Bangladesh
Strongl
y
disagre
e
Disagre
e
Neither
agree
nor
disagree
Agree Strongly
agree
Total
total response 8 3 3 7 5 26
avg 30.7692
3
11.5384
6
11.5384
6
26.9230
8
19.2307
7
100
Avg point 8 6 9 28 25 2.92307
7
AVG OF TANGIBLES :2.923077
Tangible are not good at all compare to its competitors. really need to improve all the sectors.

10. GRAND TOTAL AVG:
3.075385
RECOMMENDATION
SERVQUAL DIMENTIONS SERVEYS total avg showing that over all performance of the Banglalink
company is below the customer expectation and standard then its competitors. Every sector of the
dimensions need to improve to ensure customer satisfaction and to beat its competitors.

11. KEY TERMS
POPULATION: The universe or collection
of all elements (persons, businesses, etc.)
being described or measured by a sample.
QUESTIONNAIRE: A measuring device
used to query a population/sample in order
to
obtain information for analysis.WE USED
Likers scale 5 point statement analysis.
SAMPLE: Any portion of the population,
less than the total.our sample size is 100
Banglalink user student of the WORLD
UNIVERSITY OF BANGLADESH
SAMPLING FRAME: An exhaustive list of
all members of the population from which a
sample can be drawn.AMONG THE SAMPLE
26 STUDENTS ARS OUR SURVEYS SAMPLE
FRAME.