1. Sound Network

1. Call rate

1. Wide network Coverage

1. Connection (SIM) Price

1. F&F facilities

1. Speed of Problem Solving.

1. Value Added Services (SMS, MMS, Internet, News update etc.)

1. Easy & available account recharge system

1. Account validity

1. After Sales Service

History of cell phone in Bangladesh:

The present world is the world of information technology. Mobile phone is the revolutionary invention of science. This mobile has enriched our communication network. It has been possible to communicate from one corner to another by its contribution.

Mobile phone is one of the important wonders of modern science. The standard of living of men has been changed by the contribution of this technology. At the beginning Telegraph was only one medium of communication. Alecgunder invented telephone in 1876. As a result, it has been possible to send the human voice to the remote. Electric sign is flown through the wire of both the telegraph and telephone. At the beginning of last century wireless was invented by Marcony, which occurred revolutionary change in the communication. Consequently the necessary of adding wire by receiving & transferring not needed. In case of telephone it is set up one place which is not transferable, so problem occurs. In this situation mobile phone takes the place of telephone to overcome the problem.

“Mobile Phone Service” is another name of silent revolution in Bangladesh. Mobile phone service is keeping important role in removing the digital divide. Mobile phone is contributing active role in receiving and sending information in the villages.

Bangladesh enters the mobile world through the City Cell Company in 1993. In that time the cost of a connected mobile phone required more than one lack Tk for a mobile holder. Mobile phone was like a dream among the normal or middle income group from 1993-1996. Later Grameenphone, Robi (Former Name Aktel), Banglalink (Former Sheba World) and Airtel (Former Name Warid) got license from government.

There are some barriers working to regulate the mobile service rapidly in Bangladesh. Mainly high import duty. The mobile companies are to pay tax at the high rate in importing mobile set or machinery. For this reason the growth of this sector is being hampered. If import duty is reduced than the mobile phone companies will be able to sale the mobile phone at the cheap rate and provide better customer service than the previous level.

In today’s Bangladesh, there is no perfect alternative of Grameenphone. It is now on the flow of developing its program so rapidly that it seems that this company is going to capture the master market of mobile phone in our country. Therefore, no doubt, its future prospect is bright.

From the discussion it can be said that the rapid growth of the mobile sector is highly possible and for this government assistance or backing needed.

Business Solutions of GP:

Business Solutions is a complete, quality business communications service from Grameenphone – designed especially for the business community in Bangladesh. Our Business Solutions team is here to help provide you with customized telecommunications solutions through consultation with you. At office or on the move – stay connected through Business Solutions.

Business Segments:

Corporate
SME Direst sales
SME Indirect sales
Corporate

Strategic:

Strategically important people or organizations that hold socially influential positions are considered Strategic Clients. E.g.Government organs, Embassies, UN organizations, Ministers/MPs etc.

Corporate:

Companies/organizations with 200+ employees and/or investment of more than Tk. 300 million are considered to be corporate clients. They have an average purchasing power of approximately 200 subscriptions. Eg. MNC’s, public limited companies etc.

SME

Large SME’s:

Companies/organizations with 100-200 employees and/or investment of more than Tk. 300 million are considered to be Large SME’s. They have an average purchasing power of approximately 100 subscriptions

Medium:

Companies/organizations with 50-99 employees and/or investment of between Tk.100 and 300 million. They have average purchasing power of approximately 10 subscriptions. Eg. Small manufacturers, Suppliers/service companies, Transport companies etc.

Small:

Companies/organizations with 10-50 employees and/or investment of less than Tk.100 million. They have an average purchasing power of approximately 5 subscriptions. Eg. Advertising agencies, Export/Import companies, Buying and selling stores, Construction building etc.

Comparative analysis of GP and other phone company’s product.

Business Solutions of GrameenPhone:

On an average of the survey result, it has found that 37 out of 50 subscribers are saying the business solutions of GP are on the excellent point. 8 subscribers are saying it is on the very good position, 4 subscribers are saying its good and only 1 respondent are saying it’s not bad. In average, none opened that the business solution is on a bad position, although 3 & 2 people’s individual remark is bad for call rate and F&F facility consequently. Moreover, in an average the point of GP is 4.679, which is above the opinion standard. Therefore, it is to say that the business solution of GrameenPhone is very much effective. For graphical presentation, take a view in the appendix.

Banglalink Enterprise:

After collecting the primary data through the survey and making an average, it has found that the highest number of respondents is giving the points 3 for good position of the business solution of Banglalink. This is actually the middle point of the importance scale. If I make an average of the points, the respondent’s give for measuring the business solution of Banglalink the value found is 3.463. However, from the opinion of the expertise the average point of an effective business solution is 4.606. Therefore, the effectiveness is below the opinion standard. For the response of the individual statement, look at the appendix.

Corporate Solutions of Robi:

According to the survey, the corporate solution of Robi is not in a good position. Rather it is on the lowest position among the four. The highest number of respondents gives point 1 for this corporate solution. Among 50 subscribers only 27 subscribers give Robi corporate solution 16 for one factor on which the effectiveness of the corporate solution depends. If we see the following figure, we can understand the condition of the corporate solution of Robi. If we want to see the number of the respondent for the individual statements, it has given in the appendix. The mean point of Robi comes from the survey is 1.713. This id the second last position among the BS segment on which I have done my appraisal. Therefore, it is to say that the business solution of GrameenPhone is very much effective. For the graphical presentation, take a view in the appendix.

Citycell One:

After analyzing the result of the survey and making an average it is found that 20 out of 50 subscribers are saying the business solution of Citycell is on the bad point. 8 subscribers are saying it is on the not bad position, 18 subscribers are saying its good, 3 respondent are saying it’s good. In addition, 1 opened that the business solution segment is on an excellent position. In an average, the point of Citycell is 1.523.This is actually the lowest point among the four related segment I surveyed. This point is much lower of the opinion standard I have found through the survey if the expertise.

3.5. Result of the Comparison of Business Solutions:

From the opinion of the expertise, it has found that average standard point for an effective Business Solution is 4.606. Moreover, from the total analysis of the result of the survey findings it has found that GrameenPhone is on the highest position for the level of effectiveness of the business solutions. Banglalink got the second position, Citycell got the third position & Aktel got the lowest position. At the time of collecting information from the subscribers, I found that sometimes the respondents are willing to give negative remarks for some statement of the business solutions of Aktel. From my survey, it has finally found that GrameenPhone is on the peak business solution segment among the four. If we look at the following figure, we can get a clear idea.

Table:-Result of Comparison.

Therefore, form the all above analysis and findings it has found that GrameenPhone acquiring the highest position for its effective business solution segment among the four BS segment discussed here. Therefore, it can be said that, the position that GrameenPhone is holding, is the result of its well-built business solution segment.

Service of GP & Its special Packege Business solution:

Business Solutions:

Business Solutions is a high-quality and fully integrated product from grameenphone, especially designed for the business entities of Bangladesh. As the largest and most customer oriented and customized telecommunication solutions through a highly consultative approach.

Whether you at office or on the move-you are connected with Business Solutions, We design solutions for your business communication like no one else can.

3.9.1.1. We ensure value for your money:

Control your cost without compromising your communication needs. From small enterprises to large corporations, we provide cost effective solutions for all.

Benefit Plan: Get as 250 free minutes to speak with your F&F and CUG numbers based on your committed usage.

F&F: Enjoy 3 F&F numbers for both postpaid and prepaid connections.

Business Hour rate: Make your calls in lower rates from 9 am till 6 pm.

Closed User Group (CUG) rate: Enjoy lower call rates with your co-workers.

Thank you Discount: Enjoy attractive thank you discount at more than 300 outlets in Bangladesh.

We ensure mobility of your Business:

With our enhanced services, your business activities are not restricted to your office any more. Whether you are away on pleasure or on business, our feature-packed services allow you to continue with your business without interruption.

Mobile E-mail: Access your office e-mail and office calendar by using your mobile phone anywhere.

GP Internet: Access the Internet anywhere by connecting your phone or data card with your computer. With your EDGE-enabled handset you can enjoy the benefits of GP Internet.

Missed Call Alert (MCA): Get SMS notification of missed calls when your phone was off. To subscribe to the service, type on and send to 6222.

Business News: Call 3003 for all the latest business news headlines from bdnews24.com in partnership with returns.

International Roaming: Travel with your existing mobile connection to 115 countries. Get the privilege of availing the service at zero security deposit.

We ensure the most advanced solutions for business:

With our experience, we understand your needs and provide services beyond voice calls. Such advanced communication solutions are available only from Business Solutions for the benefit of your business.

v Wireless Internet Service: Connect all your computers and EDGE-enabled mobile devices anywhere in the country through wireless Internet Service. Enjoy all the benefits of securely sharing data from your company LAN and save cost like never before.

Stock Information: Get updated information of your own stock portfolio and alert on stock price changes of DSE and CSE. Download “Bull” from Business City of GP WORLD (wap.gpworld.com)

SMS Reporting: Get updated with customized reports on sales, distribution, inventory etc.

Voice mail: Remain always available. Any caller can leave messages in your voice mailbox when your phone is off. Call 121 activates the service. With personalized services, we always know your requirements. We are always within your reach to address your needs promptly.

Direct Sales Manger: Consult our direct sales manager about the latest mobile communication facilities to optimize your company’s communication structure through long term relationship with Business Solutions.

Prioritized Service: Enjoy exclusive one-to-one services at Grameenphone Centers and Grameenphone service Desks.

Prioritized Hotline: Enjoy prioritized customer service simply by dialing 121.

CHAPTER- 4

FINDINGS

Comparison of Business Solution:

I have conducted a survey to make a comparison of the Business Solutions among 4 mobile operators (GrameenPhone, Banglalink, Bobi (Former Name Aktel ) & Citycell. The survey was conducted on the Business Solution Subscribers of GrameenPhone, They have their current connection with all those mobile operators. So that, they can give remark on those factors, on which the effectiveness of a business solution depends. Here I have mentioned 11 organized statements on which the effectiveness of the business solution segment depends (Format of the questionnaire is in the appendix part). The factors has selected through a discussion with the BD (Business Delar) of GrameenPhone, business Sales, GrameenPhone with some other Key personnel of GrameenPhone.

As there have no industry standard for the Business Solution package, I had to fix a standard for comparing the position of the operators. For this reason I have taken 5 as a standard, which is healthful for me to compare among the mobile phone operator.

I surveyed 50 Business Solutions Subscribers on those 11 organized statement for comparing the satisfaction level or easiest communication of business solutions of GP with other mobile operators. In the questionnaire, the respondents allowed to give 1-5 point against the question for the specific telecom operator. The remarks for the point’s are-

5= Excellent

4= Very Good

3= Somewhat Good

2= Not very Good

1= Not at all Good

Therefore, it is clear from the scale that the higher the point the higher the comparative position of the easiest communication of BS. The findings of the remarks given by the respondents has summarized and analyzed bellow:

4.2. Sound Network:

Sound network is one of the most important factors on which the effectiveness of a BS segment depends. On the statement the average point comes from the opening of the subscriber is for GrameenPhone 4.886, Banglalink 3.495, Robi 1.667 and Citycell 2.067. According to the subscriber’s opinion, it has found that GrameenPhone is on the highest position. The position of Banglalink is also good. However, the position of Robi and Citycell is below the average. Moreover, the position of Robi is bad, in the lowest position.

Graph: – Sound Network

The standard for that statement has found point 5, which is the highest point. It is very easy to understand that 100% achievement is very tough. However, here it has seen that GrameenPhone is near to be the position of 100% achievement, with the point of 4.886. Where as Robi get only 1.667.

4.3. Call rate:

. To be a business solution call rate is not well define better than other. After analyzing the findings, it has found that the average point for GrameenPhone is 3.705, for Banglalink 4.971, for Robi 1.448 and for Citycell the point is 1.657 out of 5. As Banglalink is on the highest position, it can be said that the call rate is well define more than the others. Moreover, it has found that the points of Robi & Citycell are below the average point.

Graph: – Call Rate

Here for this statement the opinion standard is point 5 on point 5 “Likert Scale”. So according to the opinion of the subscribers it is to say that the position of Banglalink is higher.

4.4. Wide network Coverage:

Wide network coverage of the Point of Sale should be continuous and effective so that the subscriber becomes satisfied. For this statement, it has found that the point of GP is lesser compare to other statements, but upper than the other operators. The point GP has get is 3.61. Banglalink is near to the position of GP with 3.424 point. Where as Robi has only 1.571 and Citycell 1.562. According to the subscriber opinion, it has found that GrameenPhone is the highest position. The position of Banglalink is also good. However, the position of Robi and Citycell is below the average. Moreover, the position of Robi is very poor, remaining on the lowest position.

Graph: – Wide Network Coverage

The standard for that statement has found point 5, which is the highest point. Compare to that point the operators are not in an excellent position. All the operators should improve their position. That is, should increase the effectiveness of the business solutions.

4.5. F&F facilities:

Friends and family facility is another most important factor on which the effectiveness of a BS segment depends. On the statement the average point comes from the opening of the subscribers is for GrameenPhone 3.676, Banglalink 4.867, Robi 1.562 and Citycell 1.8. According to the subscriber opinion, it has found that Banglalink is the highest position. The position of GrameenPhone is also good. However, the position of Robi and Citycell is below the average. Moreover, the position of Robi is very poor, in the lowest position.

Graph: – F&F facilities

The opinion standard for that statement has found point 5, which is the highest point of the “Likert Scale”. Nevertheless, here we can see that Banglalink is near to that point, with the point of 4.867. Where as Robi remaining the lowest position, get only 1.562.

4.6. Connection (SIM) Price:

The connection of SIM card price is the reach significant portion of the BS segment that can be given attractive opportunities for a company. As quick as they company can give the service the BS subscribers of sale will be more satisfied. That is the service should be faster enough according to the need of the subscribers. After analyzing the findings of the survey, it has found that the average point for GrameenPhone is 4.924, for Banglalink 3.438, for Robi 1.667 and for Citycell the point is 1.895 out of 5. As GrameenPhone is on the highest position, it can easily say that the service of GrameenPhone is faster than, the others. In addition, it has found that the points of Robi & Citycell are below the average point.

Graph: – Faster Service

Here for this statement the opinion standard point is 4.667 on point 5 “Likert Scale”. However, we can see that the point of GP is higher than the standard. As the achieved score of GP is higher than the opinion standard, it can say that there have no chances of dissatisfaction from the side of the subscribers of GP for this factor the position of GrameenPhone is higher & satisfactory. We can get a clear view through the following figure.

4.7. Speed of Problem Solving:

To be a strong Business Solution segment is the speed of problem solving of the service should be faster than others. If there have any problem faced by the subscribers or there have any problem in the service after connectivity should solve the problem faster. After analyzing the findings, it has found that the average point for GrameenPhone is 4.676, for Banglalink 3.019, for Robi 1.733 and for Citycell the point is 2.01 out of 5. Here also GrameenPhone is on the highest position so it can say that the speed of problem solving of GrameenPhone is faster than, the others. Moreover, it has found that the points of Robi & Citycell are below the average point.

Graph: – Speed of problem solving

Here for this statement the opinion standard is point 5 on point 5 “Likert Scale”. So according to the opinion of the BS subscriber it is very easy to understand that the position of GrameenPhone is almost near to the standard. However, it is satisfactory and the highest position among the 4 mobile operating company. To take a clear view we can see the graph.

4.8. Easy & available account recharges system:

Easy & available account recharges system one sort of attraction creating tool for the BS subscribers. When company will be provided available account recharge center then the company will get highest profit. On the statement the average point comes from the opening of the BS subscriber is for GrameenPhone 4.457, Banglalink 3.952, Robi 1.705 and Citycell 1.743. According to the subscriber opinion, it has found that GrameenPhone is the highest position and for GP 34 out of 50 subscribers give GP point 5. The position of Banglalink is also good, where 21 out of 50 subscribers give point 5. However, the position of Robi and Citycell is below the average; here consequently 32 & 31 subsribers give point 1. In addition, same as the other statement the position of Robi is the lowest.

Graph: – Easy & available account recharges system

The opinion standard for that statement is point 3.667. However, here we can see that GrameenPhone and Banglalink is more than the average point. Where as Robi get only 1.705.

4.9. Value Added Services (SMS, MMS, Internet, News update etc.

Another prerequisite of the BS segment is the important factors that are the value added service. Value added service for the subscriber is a very vital factor for promotional activities of a BS segment effective. According to the survey, the average point for GrameenPhone is 4.752, for Banglalink 2.162, for Robi 1.229 and for Citycell the point is 1.429 out of 5. As GrameenPhone is on the highest position

Graph: – Value added service

For this statement, the opinion standard point is 4.667 on point 5 “Likert Scale”. However, the point of GP is higher than the standard. As the achieved score of GP is higher than the opinion standard, it can say that there have no chances of dissatisfaction from the side of the subscribers of GP for this factor the position of GrameenPhone is higher & satisfactory.

4.10. Account validity:

To be an effective BS segment, account validity is another promotional factor of BS segment. After analyzing the findings, it has found that the average point for GrameenPhone is 4.686, for Banglalink 3.79, for Robi 1.152 and for Citycell the point is 1.619 out of 5. Though GrameenPhone is on the highest position, its point is more than the opinion standard. This is because 42 people give point 5 to GP for this factor. Moreover, it has found that the points of Robi & Citycell are below the average point.

Graph: – Account Validity

Here for this statement the opinion standard is point 4 on point 5 “Likert Scale”. So according to the opinion of the BS subscriber it is to say that the position of GrameenPhone is higher.

4.11. After Sales Service:

After sales service is the most important side for every segment. Every subscriber would like to get proper service after purchasing the SIM card. According to the survey, the average point for GrameenPhone is 4.857, for Banglalink 4.162, for Robi 1.838 and for Citycell the point is 1.752 out of 5. As GrameenPhone is on the highest position it can be effortlessly said that GrameenPhone sales service activities for the subscribers more then the others. It is also higher than the standard. This is for the reason that 44 subscribers give highest point to the Sales service activities of GP.

Graph: – After Sales Services

The standard for this statement is 4.667. Banglalink is on a good position. However, the position of Robi & citycell is not good. As the achieved score of GP is higher than the opinion standard, it can say that there have no chances of dissatisfaction from the side of the subscriber of GP for this factor the position of GrameenPhone is higher & satisfactory.

4.12. Others:

There are some other preconditions to be a successful BS segment. The factors are satisfactory commission structure, ability to convince customers, festivals get together and motivations. The network coverage is one of the most important factor for which the subscribers are doing telecom using. Form the analysis of the findings the result comes that the average point for GrameenPhone is 4.781, for Banglalink 3.171, for Robi 1.181 and for Citycell the point is 1.314 out of 5. Like the previous all GrameenPhone is on the highest position.

Graph: – Others

For the statement, the opinion standard point is 4 on point 5 “Likert Scale”. However, the point of GP is higher than the standard. As the achieved score of GP is higher than the opinion standard, it can say that there have many loyal subscribers of GP. For these factors, the position of GrameenPhone is higher & satisfactory. Banglalink is on a good position but the position of Robi & Citycell is not good at all.

These are all about the comparison of the four-Business Solutions segment, basing upon response on the individual factors on which the effectiveness of the BS segment depends. From the above discussion, we can compare the four-business solution segment of four telecom companies and get a clear view of the comparative position of the factors.

To get more information or to know the level of success of the business solution segment separately here the discussions given below.

CHAPTER-5

Conclusion& Recommendation

5.0. Conclusion & Recommendation

5.1.Conclusion:

In conclusion, it is easily say that the Business Solutions of GrameenPhone is outstanding. The survey that I conducted on the 50 subscribers of the distribution channel of GP is the representative of total population of my study, which is the total number of BS subscribers of GP In different area.

From the survey on measuring the level of satisfaction of the GP BS segment, it has found that the level of satisfaction is very high. In addition, it has found at the time of collecting information that some subscribers are very much loyal to the organization. This is for the reason that the subscribers are getting adequate support and facilities from the company. Most of the respondents are not feeling any sort of problem for using business solutions with GP. Some, who are facing a little problem, is the creation of their own. In addition, GP authority is taking initiatives for this problem.

The findings of the comparison of the Business Sloutions of GrameenPhone with other 3 BS segment (Banglalink, Robi & Citycell) is that GP BS segment if the most effective and easiest communication. The comparison was among the companies & the opinion standard. The opinion standard is the average outcome of the opinion of the ‘Head of Region of GrameenPhone (Dhaka region), ‘Regional Commercial Head’ Banglalink (Dhaka region) and Regional Sales Manager’ Warid telecom (Dhaka region). The finding is that GP is holding more points than the opinion standard. Rests of the companies are below the standard though the position of Banglalink is good. However, in comparison the effectiveness of the BS segment of Robi & Citycell is very poor, where Citycell is holding the lowest position.

So finally it is to say that among the four BS segment on which a have conducted my study GrameenPhone Business Solution is the best.

5.2. Recommendations:

The business solution of a telecom company is a very significant part of the sales division of that company. According to the all above findings of the report, the following recommendation can be given for the betterment of the BS segment of GrameenPhone. Although the following list of suggested theme is by no means exhaustive, I can provide some tentative directions for consideration.

As it has been found that the lesser point for this business solution comes for the statement “Call Rate”, GP has to keep concentration on the part.

Grameenphone should more concentrate about the F&F facilities of their product otherwise the client of business solution switch another company.

Grameenphone cane arreng a special program to the business subscriber which is encourage to the client of business subscriber.

Finally, the above recommendations will be prolific, if the company and obviously the customers would co-operate and being respectful to each other’s.

Bibliography

v References:

Book:

1. Gupta, S. P. & Gupta, M. P. (2003). “Business Statistics”, 12th edition, New Delhi, Sultan Chand & Sons, Educational Publishers.

2. Kotler, P. (2003-2004). “Marketing Management”, 12th edition,

3. Latifuzzaman, M, (2007), “Business Solution of GrameenPhone”

4. Lesiker, R. V. Pettit, J. D. & Flatley, M. E. (1998). “Basic Business Communications”, 8th edition, Irwin MaGraw-Hill.

5. Rahman, S, (2005), “The Easiest communication of Business Solution”

6. Uddin, S, A, (2005), “Measure the customer satisfaction of cell phone”

7. Zikmund, W. G. (2003). “Business Research Methods”, 7th edition, Thomson South-Western.

Internet:

1. http://www.grameenphone.com/index.php?id=92

Access date: 25. 11. 2010, 2.00 PM

2. http://www.grameenphone.com/index.php?id=96

Access date: 26. 11. 210, 11 AM

3. http://www.grameenphone.com/index.php?id=101

Access date: 26. 12. 2010, 11 AM

4. http://www.grameenphone.com/index.php?id=220

Access date: 28. 12. 2010, 11.30 AM

5. http://www.grameenphone.com/index.php?id=231

Access date: 15. 0. 12, 2011.30 AM

6. http://www.google.com

7. http://www.yahoo.com

8. http://www.grameenphone.com

APPENDIX

1.1. Questionnaire for determining the standard:

(For survey purpose only)

BUSINESS ADMINISTRATION DISCIPLINE

International Islamic University, Chittagong.

(Questionnaire for Developing a Standard of Business Solutions)

I am the student of Business Administration Discipline, International Islamic University, Chittagong, conducting a project on “The easiest communication of Business Solutions of Telecom Companies in Dhaka region (A Case Study on GrameenPhone)”. This is a questionnaire for collecting information from you. Your answers will use exclusively for academic purpose and will be kept concealed.

Section-A

Personal details of the respondent:

Name of the respondent:

Name of the Telecom companies GP Robi City cell Teletalk

Division:

Gender Male Female

Mobile No——————————

Address——————————————————————————————————

—————————————————————————————————————-

—————————————————————————————————————-

Section-B

(Questionnaire for Survey on Business Solution subscribers Satisfaction)

Dear respondent,

I am the students of Business Administration Discipline, International Islamic University, Chittagong conducting a project on the “The easiest communication of Business Solutions (A case Study on GrameenPhone)”. This is a questionnaire for collecting information from you. Your answers will be used solely for academic purpose and will be kept concealed.

(For Survey Purpose Only)

1. Why do you use mobile phone?

2. Why do you use Business Solutions?

3. Have you satisfied with network coverage?

4. Recharge center is available in your convenient area?

5. Do you satisfy with after sales service?

6. What is your overall evaluation about the following services of your own operator?

(Make circle 1 around the point which match with your evaluation.

1= Very dissatisfactory

2= Dissatisfactory

3= Neither Dissatisfactory nor satisfactory

4= Satisfactory

5= Very satisfactory

Statements 5 4 3 2 1
Sound Network

Call rate

Wide network Coverage

Connection (SIM) Price

F&F facilities

Speed of Problem Solving.

Value Added Services (SMS, MMS, Internet, News update etc.)

Easy & available account recharge system

Account validity

After Sales Service

Others (Discount, Festival, Bonuses etc)

Thank You for Your Kind Cooperation

Mobile phone is one of the important wonders of modern science. The standard of living of men has been changed by the contribution of this technology. At the beginning Telegraph was only one medium of communication. Alecgunder invented telephone in 1876. As a result, it has been possible to send the human voice to the remote. Electric sign is flown through the wire of both the telegraph and telephone. At the beginning of last century wireless was invented by Marcony, which occurred revolutionary change in the communication. Consequently the necessary of adding wire by receiving & transferring not needed. In case of telephone it is set up one place which is not transferable, so problem occurs. In this situation mobile phone takes the place of telephone to overcome the problem.

“Mobile Phone Service” is another name of silent revolution in Bangladesh. Mobile phone service is keeping important role in removing the digital divide. Mobile phone is contributing active role in receiving and sending information in the villages.

Bangladesh enters the mobile world through the City Cell Company in 1993. In that time the cost of a connected mobile phone required more than one lack Tk for a mobile holder. Mobile phone was like a dream among the normal or middle income group from 1993-1996. Later Grameenphone, Robi (Former Name Aktel), Banglalink (Former Sheba World) and Airtel (Former Name Warid) got license from government.

There are some barriers working to regulate the mobile service rapidly in Bangladesh. Mainly high import duty. The mobile companies are to pay tax at the high rate in importing mobile set or machinery. For this reason the growth of this sector is being hampered. If import duty is reduced than the mobile phone companies will be able to sale the mobile phone at the cheap rate and provide better customer service than the previous level.

In today’s Bangladesh, there is no perfect alternative of Grameenphone. It is now on the flow of developing its program so rapidly that it seems that this company is going to capture the master market of mobile phone in our country. Therefore, no doubt, its future prospect is bright.

From the discussion it can be said that the rapid growth of the mobile sector is highly possible and for this government assistance or backing needed.

Business Solutions of GP:

Business Solutions is a complete, quality business communications service from Grameenphone – designed especially for the business community in Bangladesh. Our Business Solutions team is here to help provide you with customized telecommunications solutions through consultation with you. At office or on the move – stay connected through Business Solutions.

Business Segments:

Corporate
SME Direst sales
SME Indirect sales
Corporate

Strategic:

Strategically important people or organizations that hold socially influential positions are considered Strategic Clients. E.g.Government organs, Embassies, UN organizations, Ministers/MPs etc.

Corporate:

Companies/organizations with 200+ employees and/or investment of more than Tk. 300 million are considered to be corporate clients. They have an average purchasing power of approximately 200 subscriptions. Eg. MNC’s, public limited companies etc.

SME

Large SME’s:

Companies/organizations with 100-200 employees and/or investment of more than Tk. 300 million are considered to be Large SME’s. They have an average purchasing power of approximately 100 subscriptions

Medium:

Companies/organizations with 50-99 employees and/or investment of between Tk.100 and 300 million. They have average purchasing power of approximately 10 subscriptions. Eg. Small manufacturers, Suppliers/service companies, Transport companies etc.

Small:

Companies/organizations with 10-50 employees and/or investment of less than Tk.100 million. They have an average purchasing power of approximately 5 subscriptions. Eg. Advertising agencies, Export/Import companies, Buying and selling stores, Construction building etc.

Comparative analysis of GP and other phone company’s product.

Business Solutions of GrameenPhone:

On an average of the survey result, it has found that 37 out of 50 subscribers are saying the business solutions of GP are on the excellent point. 8 subscribers are saying it is on the very good position, 4 subscribers are saying its good and only 1 respondent are saying it’s not bad. In average, none opened that the business solution is on a bad position, although 3 & 2 people’s individual remark is bad for call rate and F&F facility consequently. Moreover, in an average the point of GP is 4.679, which is above the opinion standard. Therefore, it is to say that the business solution of GrameenPhone is very much effective. For graphical presentation, take a view in the appendix.

Banglalink Enterprise:

After collecting the primary data through the survey and making an average, it has found that the highest number of respondents is giving the points 3 for good position of the business solution of Banglalink. This is actually the middle point of the importance scale. If I make an average of the points, the respondent’s give for measuring the business solution of Banglalink the value found is 3.463. However, from the opinion of the expertise the average point of an effective business solution is 4.606. Therefore, the effectiveness is below the opinion standard. For the response of the individual statement, look at the appendix.

Corporate Solutions of Robi:

According to the survey, the corporate solution of Robi is not in a good position. Rather it is on the lowest position among the four. The highest number of respondents gives point 1 for this corporate solution. Among 50 subscribers only 27 subscribers give Robi corporate solution 16 for one factor on which the effectiveness of the corporate solution depends. If we see the following figure, we can understand the condition of the corporate solution of Robi. If we want to see the number of the respondent for the individual statements, it has given in the appendix. The mean point of Robi comes from the survey is 1.713. This id the second last position among the BS segment on which I have done my appraisal. Therefore, it is to say that the business solution of GrameenPhone is very much effective. For the graphical presentation, take a view in the appendix.

Citycell One:

After analyzing the result of the survey and making an average it is found that 20 out of 50 subscribers are saying the business solution of Citycell is on the bad point. 8 subscribers are saying it is on the not bad position, 18 subscribers are saying its good, 3 respondent are saying it’s good. In addition, 1 opened that the business solution segment is on an excellent position. In an average, the point of Citycell is 1.523.This is actually the lowest point among the four related segment I surveyed. This point is much lower of the opinion standard I have found through the survey if the expertise.

3.5. Result of the Comparison of Business Solutions:

From the opinion of the expertise, it has found that average standard point for an effective Business Solution is 4.606. Moreover, from the total analysis of the result of the survey findings it has found that GrameenPhone is on the highest position for the level of effectiveness of the business solutions. Banglalink got the second position, Citycell got the third position & Aktel got the lowest position. At the time of collecting information from the subscribers, I found that sometimes the respondents are willing to give negative remarks for some statement of the business solutions of Aktel. From my survey, it has finally found that GrameenPhone is on the peak business solution segment among the four. If we look at the following figure, we can get a clear idea.

Table:-Result of Comparison.

Therefore, form the all above analysis and findings it has found that GrameenPhone acquiring the highest position for its effective business solution segment among the four BS segment discussed here. Therefore, it can be said that, the position that GrameenPhone is holding, is the result of its well-built business solution segment.

Service of GP & Its special Packege Business solution:

Business Solutions:

Business Solutions is a high-quality and fully integrated product from grameenphone, especially designed for the business entities of Bangladesh. As the largest and most customer oriented and customized telecommunication solutions through a highly consultative approach.

Whether you at office or on the move-you are connected with Business Solutions, We design solutions for your business communication like no one else can.

3.9.1.1. We ensure value for your money:

Control your cost without compromising your communication needs. From small enterprises to large corporations, we provide cost effective solutions for all.

Benefit Plan: Get as 250 free minutes to speak with your F&F and CUG numbers based on your committed usage.

F&F: Enjoy 3 F&F numbers for both postpaid and prepaid connections.

Business Hour rate: Make your calls in lower rates from 9 am till 6 pm.

Closed User Group (CUG) rate: Enjoy lower call rates with your co-workers.

Thank you Discount: Enjoy attractive thank you discount at more than 300 outlets in Bangladesh.

We ensure mobility of your Business:

With our enhanced services, your business activities are not restricted to your office any more. Whether you are away on pleasure or on business, our feature-packed services allow you to continue with your business without interruption.

Mobile E-mail: Access your office e-mail and office calendar by using your mobile phone anywhere.

GP Internet: Access the Internet anywhere by connecting your phone or data card with your computer. With your EDGE-enabled handset you can enjoy the benefits of GP Internet.

Missed Call Alert (MCA): Get SMS notification of missed calls when your phone was off. To subscribe to the service, type on and send to 6222.

Business News: Call 3003 for all the latest business news headlines from bdnews24.com in partnership with returns.

International Roaming: Travel with your existing mobile connection to 115 countries. Get the privilege of availing the service at zero security deposit.

We ensure the most advanced solutions for business:

With our experience, we understand your needs and provide services beyond voice calls. Such advanced communication solutions are available only from Business Solutions for the benefit of your business.

v Wireless Internet Service: Connect all your computers and EDGE-enabled mobile devices anywhere in the country through wireless Internet Service. Enjoy all the benefits of securely sharing data from your company LAN and save cost like never before.

Stock Information: Get updated information of your own stock portfolio and alert on stock price changes of DSE and CSE. Download “Bull” from Business City of GP WORLD (wap.gpworld.com)

SMS Reporting: Get updated with customized reports on sales, distribution, inventory etc.

Voice mail: Remain always available. Any caller can leave messages in your voice mailbox when your phone is off. Call 121 activates the service. With personalized services, we always know your requirements. We are always within your reach to address your needs promptly.

Direct Sales Manger: Consult our direct sales manager about the latest mobile communication facilities to optimize your company’s communication structure through long term relationship with Business Solutions.

Prioritized Service: Enjoy exclusive one-to-one services at Grameenphone Centers and Grameenphone service Desks.

Prioritized Hotline: Enjoy prioritized customer service simply by dialing 121.

CHAPTER- 4

FINDINGS

Comparison of Business Solution:

I have conducted a survey to make a comparison of the Business Solutions among 4 mobile operators (GrameenPhone, Banglalink, Bobi (Former Name Aktel ) & Citycell. The survey was conducted on the Business Solution Subscribers of GrameenPhone, They have their current connection with all those mobile operators. So that, they can give remark on those factors, on which the effectiveness of a business solution depends. Here I have mentioned 11 organized statements on which the effectiveness of the business solution segment depends (Format of the questionnaire is in the appendix part). The factors has selected through a discussion with the BD (Business Delar) of GrameenPhone, business Sales, GrameenPhone with some other Key personnel of GrameenPhone.

As there have no industry standard for the Business Solution package, I had to fix a standard for comparing the position of the operators. For this reason I have taken 5 as a standard, which is healthful for me to compare among the mobile phone operator.

I surveyed 50 Business Solutions Subscribers on those 11 organized statement for comparing the satisfaction level or easiest communication of business solutions of GP with other mobile operators. In the questionnaire, the respondents allowed to give 1-5 point against the question for the specific telecom operator. The remarks for the point’s are-

5= Excellent

4= Very Good

3= Somewhat Good

2= Not very Good

1= Not at all Good

Therefore, it is clear from the scale that the higher the point the higher the comparative position of the easiest communication of BS. The findings of the remarks given by the respondents has summarized and analyzed bellow:

4.2. Sound Network:

Sound network is one of the most important factors on which the effectiveness of a BS segment depends. On the statement the average point comes from the opening of the subscriber is for GrameenPhone 4.886, Banglalink 3.495, Robi 1.667 and Citycell 2.067. According to the subscriber’s opinion, it has found that GrameenPhone is on the highest position. The position of Banglalink is also good. However, the position of Robi and Citycell is below the average. Moreover, the position of Robi is bad, in the lowest position.

Graph: – Sound Network

The standard for that statement has found point 5, which is the highest point. It is very easy to understand that 100% achievement is very tough. However, here it has seen that GrameenPhone is near to be the position of 100% achievement, with the point of 4.886. Where as Robi get only 1.667.

4.3. Call rate:

. To be a business solution call rate is not well define better than other. After analyzing the findings, it has found that the average point for GrameenPhone is 3.705, for Banglalink 4.971, for Robi 1.448 and for Citycell the point is 1.657 out of 5. As Banglalink is on the highest position, it can be said that the call rate is well define more than the others. Moreover, it has found that the points of Robi & Citycell are below the average point.

Graph: – Call Rate

Here for this statement the opinion standard is point 5 on point 5 “Likert Scale”. So according to the opinion of the subscribers it is to say that the position of Banglalink is higher.

4.4. Wide network Coverage:

Wide network coverage of the Point of Sale should be continuous and effective so that the subscriber becomes satisfied. For this statement, it has found that the point of GP is lesser compare to other statements, but upper than the other operators. The point GP has get is 3.61. Banglalink is near to the position of GP with 3.424 point. Where as Robi has only 1.571 and Citycell 1.562. According to the subscriber opinion, it has found that GrameenPhone is the highest position. The position of Banglalink is also good. However, the position of Robi and Citycell is below the average. Moreover, the position of Robi is very poor, remaining on the lowest position.

Graph: – Wide Network Coverage

The standard for that statement has found point 5, which is the highest point. Compare to that point the operators are not in an excellent position. All the operators should improve their position. That is, should increase the effectiveness of the business solutions.

4.5. F&F facilities:

Friends and family facility is another most important factor on which the effectiveness of a BS segment depends. On the statement the average point comes from the opening of the subscribers is for GrameenPhone 3.676, Banglalink 4.867, Robi 1.562 and Citycell 1.8. According to the subscriber opinion, it has found that Banglalink is the highest position. The position of GrameenPhone is also good. However, the position of Robi and Citycell is below the average. Moreover, the position of Robi is very poor, in the lowest position.

Graph: – F&F facilities

The opinion standard for that statement has found point 5, which is the highest point of the “Likert Scale”. Nevertheless, here we can see that Banglalink is near to that point, with the point of 4.867. Where as Robi remaining the lowest position, get only 1.562.

4.6. Connection (SIM) Price:

The connection of SIM card price is the reach significant portion of the BS segment that can be given attractive opportunities for a company. As quick as they company can give the service the BS subscribers of sale will be more satisfied. That is the service should be faster enough according to the need of the subscribers. After analyzing the findings of the survey, it has found that the average point for GrameenPhone is 4.924, for Banglalink 3.438, for Robi 1.667 and for Citycell the point is 1.895 out of 5. As GrameenPhone is on the highest position, it can easily say that the service of GrameenPhone is faster than, the others. In addition, it has found that the points of Robi & Citycell are below the average point.

Graph: – Faster Service

Here for this statement the opinion standard point is 4.667 on point 5 “Likert Scale”. However, we can see that the point of GP is higher than the standard. As the achieved score of GP is higher than the opinion standard, it can say that there have no chances of dissatisfaction from the side of the subscribers of GP for this factor the position of GrameenPhone is higher & satisfactory. We can get a clear view through the following figure.

4.7. Speed of Problem Solving:

To be a strong Business Solution segment is the speed of problem solving of the service should be faster than others. If there have any problem faced by the subscribers or there have any problem in the service after connectivity should solve the problem faster. After analyzing the findings, it has found that the average point for GrameenPhone is 4.676, for Banglalink 3.019, for Robi 1.733 and for Citycell the point is 2.01 out of 5. Here also GrameenPhone is on the highest position so it can say that the speed of problem solving of GrameenPhone is faster than, the others. Moreover, it has found that the points of Robi & Citycell are below the average point.

Graph: – Speed of problem solving

Here for this statement the opinion standard is point 5 on point 5 “Likert Scale”. So according to the opinion of the BS subscriber it is very easy to understand that the position of GrameenPhone is almost near to the standard. However, it is satisfactory and the highest position among the 4 mobile operating company. To take a clear view we can see the graph.

4.8. Easy & available account recharges system:

Easy & available account recharges system one sort of attraction creating tool for the BS subscribers. When company will be provided available account recharge center then the company will get highest profit. On the statement the average point comes from the opening of the BS subscriber is for GrameenPhone 4.457, Banglalink 3.952, Robi 1.705 and Citycell 1.743. According to the subscriber opinion, it has found that GrameenPhone is the highest position and for GP 34 out of 50 subscribers give GP point 5. The position of Banglalink is also good, where 21 out of 50 subscribers give point 5. However, the position of Robi and Citycell is below the average; here consequently 32 & 31 subsribers give point 1. In addition, same as the other statement the position of Robi is the lowest.

Graph: – Easy & available account recharges system

The opinion standard for that statement is point 3.667. However, here we can see that GrameenPhone and Banglalink is more than the average point. Where as Robi get only 1.705.

4.9. Value Added Services (SMS, MMS, Internet, News update etc.

Another prerequisite of the BS segment is the important factors that are the value added service. Value added service for the subscriber is a very vital factor for promotional activities of a BS segment effective. According to the survey, the average point for GrameenPhone is 4.752, for Banglalink 2.162, for Robi 1.229 and for Citycell the point is 1.429 out of 5. As GrameenPhone is on the highest position

Graph: – Value added service

For this statement, the opinion standard point is 4.667 on point 5 “Likert Scale”. However, the point of GP is higher than the standard. As the achieved score of GP is higher than the opinion standard, it can say that there have no chances of dissatisfaction from the side of the subscribers of GP for this factor the position of GrameenPhone is higher & satisfactory.

4.10. Account validity:

To be an effective BS segment, account validity is another promotional factor of BS segment. After analyzing the findings, it has found that the average point for GrameenPhone is 4.686, for Banglalink 3.79, for Robi 1.152 and for Citycell the point is 1.619 out of 5. Though GrameenPhone is on the highest position, its point is more than the opinion standard. This is because 42 people give point 5 to GP for this factor. Moreover, it has found that the points of Robi & Citycell are below the average point.

Graph: – Account Validity

Here for this statement the opinion standard is point 4 on point 5 “Likert Scale”. So according to the opinion of the BS subscriber it is to say that the position of GrameenPhone is higher.

4.11. After Sales Service:

After sales service is the most important side for every segment. Every subscriber would like to get proper service after purchasing the SIM card. According to the survey, the average point for GrameenPhone is 4.857, for Banglalink 4.162, for Robi 1.838 and for Citycell the point is 1.752 out of 5. As GrameenPhone is on the highest position it can be effortlessly said that GrameenPhone sales service activities for the subscribers more then the others. It is also higher than the standard. This is for the reason that 44 subscribers give highest point to the Sales service activities of GP.

Graph: – After Sales Services

The standard for this statement is 4.667. Banglalink is on a good position. However, the position of Robi & citycell is not good. As the achieved score of GP is higher than the opinion standard, it can say that there have no chances of dissatisfaction from the side of the subscriber of GP for this factor the position of GrameenPhone is higher & satisfactory.

4.12. Others:

There are some other preconditions to be a successful BS segment. The factors are satisfactory commission structure, ability to convince customers, festivals get together and motivations. The network coverage is one of the most important factor for which the subscribers are doing telecom using. Form the analysis of the findings the result comes that the average point for GrameenPhone is 4.781, for Banglalink 3.171, for Robi 1.181 and for Citycell the point is 1.314 out of 5. Like the previous all GrameenPhone is on the highest position.

Graph: – Others

For the statement, the opinion standard point is 4 on point 5 “Likert Scale”. However, the point of GP is higher than the standard. As the achieved score of GP is higher than the opinion standard, it can say that there have many loyal subscribers of GP. For these factors, the position of GrameenPhone is higher & satisfactory. Banglalink is on a good position but the position of Robi & Citycell is not good at all.

These are all about the comparison of the four-Business Solutions segment, basing upon response on the individual factors on which the effectiveness of the BS segment depends. From the above discussion, we can compare the four-business solution segment of four telecom companies and get a clear view of the comparative position of the factors.

To get more information or to know the level of success of the business solution segment separately here the discussions given below.

CHAPTER-5

Conclusion& Recommendation

5.0. Conclusion & Recommendation

5.1.Conclusion:

In conclusion, it is easily say that the Business Solutions of GrameenPhone is outstanding. The survey that I conducted on the 50 subscribers of the distribution channel of GP is the representative of total population of my study, which is the total number of BS subscribers of GP In different area.

From the survey on measuring the level of satisfaction of the GP BS segment, it has found that the level of satisfaction is very high. In addition, it has found at the time of collecting information that some subscribers are very much loyal to the organization. This is for the reason that the subscribers are getting adequate support and facilities from the company. Most of the respondents are not feeling any sort of problem for using business solutions with GP. Some, who are facing a little problem, is the creation of their own. In addition, GP authority is taking initiatives for this problem.

The findings of the comparison of the Business Sloutions of GrameenPhone with other 3 BS segment (Banglalink, Robi & Citycell) is that GP BS segment if the most effective and easiest communication. The comparison was among the companies & the opinion standard. The opinion standard is the average outcome of the opinion of the ‘Head of Region of GrameenPhone (Dhaka region), ‘Regional Commercial Head’ Banglalink (Dhaka region) and Regional Sales Manager’ Warid telecom (Dhaka region). The finding is that GP is holding more points than the opinion standard. Rests of the companies are below the standard though the position of Banglalink is good. However, in comparison the effectiveness of the BS segment of Robi & Citycell is very poor, where Citycell is holding the lowest position.

So finally it is to say that among the four BS segment on which a have conducted my study GrameenPhone Business Solution is the best.

5.2. Recommendations:

The business solution of a telecom company is a very significant part of the sales division of that company. According to the all above findings of the report, the following recommendation can be given for the betterment of the BS segment of GrameenPhone. Although the following list of suggested theme is by no means exhaustive, I can provide some tentative directions for consideration.

As it has been found that the lesser point for this business solution comes for the statement “Call Rate”, GP has to keep concentration on the part.

Grameenphone should more concentrate about the F&F facilities of their product otherwise the client of business solution switch another company.

Grameenphone cane arreng a special program to the business subscriber which is encourage to the client of business subscriber.

Finally, the above recommendations will be prolific, if the company and obviously the customers would co-operate and being respectful to each other’s.

Bibliography

v References:

Book:

1. Gupta, S. P. & Gupta, M. P. (2003). “Business Statistics”, 12th edition, New Delhi, Sultan Chand & Sons, Educational Publishers.

2. Kotler, P. (2003-2004). “Marketing Management”, 12th edition,

3. Latifuzzaman, M, (2007), “Business Solution of GrameenPhone”

4. Lesiker, R. V. Pettit, J. D. & Flatley, M. E. (1998). “Basic Business Communications”, 8th edition, Irwin MaGraw-Hill.

5. Rahman, S, (2005), “The Easiest communication of Business Solution”

6. Uddin, S, A, (2005), “Measure the customer satisfaction of cell phone”

7. Zikmund, W. G. (2003). “Business Research Methods”, 7th edition, Thomson South-Western.

Internet:

1. http://www.grameenphone.com/index.php?id=92

Access date: 25. 11. 2010, 2.00 PM

2. http://www.grameenphone.com/index.php?id=96

Access date: 26. 11. 210, 11 AM

3. http://www.grameenphone.com/index.php?id=101

Access date: 26. 12. 2010, 11 AM

4. http://www.grameenphone.com/index.php?id=220

Access date: 28. 12. 2010, 11.30 AM

5. http://www.grameenphone.com/index.php?id=231

Access date: 15. 0. 12, 2011.30 AM

6. http://www.google.com

7. http://www.yahoo.com

8. http://www.grameenphone.com

APPENDIX

1.1. Questionnaire for determining the standard:

(For survey purpose only)

BUSINESS ADMINISTRATION DISCIPLINE

International Islamic University, Chittagong.

(Questionnaire for Developing a Standard of Business Solutions)

I am the student of Business Administration Discipline, International Islamic University, Chittagong, conducting a project on “The easiest communication of Business Solutions of Telecom Companies in Dhaka region (A Case Study on GrameenPhone)”. This is a questionnaire for collecting information from you. Your answers will use exclusively for academic purpose and will be kept concealed.

Section-A

Personal details of the respondent:

Name of the respondent:

Name of the Telecom companies GP Robi City cell Teletalk

Division:

Gender Male Female

Mobile No——————————

Address——————————————————————————————————

—————————————————————————————————————-

—————————————————————————————————————-

Section-B

(Questionnaire for Survey on Business Solution subscribers Satisfaction)

Dear respondent,

I am the students of Business Administration Discipline, International Islamic University, Chittagong conducting a project on the “The easiest communication of Business Solutions (A case Study on GrameenPhone)”. This is a questionnaire for collecting information from you. Your answers will be used solely for academic purpose and will be kept concealed.

(For Survey Purpose Only)

1. Why do you use mobile phone?

2. Why do you use Business Solutions?

3. Have you satisfied with network coverage?

4. Recharge center is available in your convenient area?

5. Do you satisfy with after sales service?

6. What is your overall evaluation about the following services of your own operator?

(Make circle 1 around the point which match with your evaluation.

1= Very dissatisfactory

2= Dissatisfactory

3= Neither Dissatisfactory nor satisfactory

4= Satisfactory

5= Very satisfactory

Statements 5 4 3 2 1
Sound Network

Call rate

Wide network Coverage

Connection (SIM) Price

F&F facilities

Speed of Problem Solving.

Value Added Services (SMS, MMS, Internet, News update etc.)

Easy & available account recharge system

Account validity

After Sales Service
History of cell phone in Bangladesh:

The present world is the world of information technology. Mobile phone is the revolutionary invention of science. This mobile has enriched our communication network. It has been possible to communicate from one corner to another by its contribution.

Mobile phone is one of the important wonders of modern science. The standard of living of men has been changed by the contribution of this technology. At the beginning Telegraph was only one medium of communication. Alecgunder invented telephone in 1876. As a result, it has been possible to send the human voice to the remote. Electric sign is flown through the wire of both the telegraph and telephone. At the beginning of last century wireless was invented by Marcony, which occurred revolutionary change in the communication. Consequently the necessary of adding wire by receiving & transferring not needed. In case of telephone it is set up one place which is not transferable, so problem occurs. In this situation mobile phone takes the place of telephone to overcome the problem.

“Mobile Phone Service” is another name of silent revolution in Bangladesh. Mobile phone service is keeping important role in removing the digital divide. Mobile phone is contributing active role in receiving and sending information in the villages.

Bangladesh enters the mobile world through the City Cell Company in 1993. In that time the cost of a connected mobile phone required more than one lack Tk for a mobile holder. Mobile phone was like a dream among the normal or middle income group from 1993-1996. Later Grameenphone, Robi (Former Name Aktel), Banglalink (Former Sheba World) and Airtel (Former Name Warid) got license from government.

There are some barriers working to regulate the mobile service rapidly in Bangladesh. Mainly high import duty. The mobile companies are to pay tax at the high rate in importing mobile set or machinery. For this reason the growth of this sector is being hampered. If import duty is reduced than the mobile phone companies will be able to sale the mobile phone at the cheap rate and provide better customer service than the previous level.

In today’s Bangladesh, there is no perfect alternative of Grameenphone. It is now on the flow of developing its program so rapidly that it seems that this company is going to capture the master market of mobile phone in our country. Therefore, no doubt, its future prospect is bright.

From the discussion it can be said that the rapid growth of the mobile sector is highly possible and for this government assistance or backing needed.

Business Solutions of GP:

Business Solutions is a complete, quality business communications service from Grameenphone – designed especially for the business community in Bangladesh. Our Business Solutions team is here to help provide you with customized telecommunications solutions through consultation with you. At office or on the move – stay connected through Business Solutions.

Business Segments:

Corporate
SME Direst sales
SME Indirect sales
Corporate

Strategic:

Strategically important people or organizations that hold socially influential positions are considered Strategic Clients. E.g.Government organs, Embassies, UN organizations, Ministers/MPs etc.

Corporate:

Companies/organizations with 200+ employees and/or investment of more than Tk. 300 million are considered to be corporate clients. They have an average purchasing power of approximately 200 subscriptions. Eg. MNC’s, public limited companies etc.

SME

Large SME’s:

Companies/organizations with 100-200 employees and/or investment of more than Tk. 300 million are considered to be Large SME’s. They have an average purchasing power of approximately 100 subscriptions

Medium:

Companies/organizations with 50-99 employees and/or investment of between Tk.100 and 300 million. They have average purchasing power of approximately 10 subscriptions. Eg. Small manufacturers, Suppliers/service companies, Transport companies etc.

Small:

Companies/organizations with 10-50 employees and/or investment of less than Tk.100 million. They have an average purchasing power of approximately 5 subscriptions. Eg. Advertising agencies, Export/Import companies, Buying and selling stores, Construction building etc.

Comparative analysis of GP and other phone company’s product.

Business Solutions of GrameenPhone:

On an average of the survey result, it has found that 37 out of 50 subscribers are saying the business solutions of GP are on the excellent point. 8 subscribers are saying it is on the very good position, 4 subscribers are saying its good and only 1 respondent are saying it’s not bad. In average, none opened that the business solution is on a bad position, although 3 & 2 people’s individual remark is bad for call rate and F&F facility consequently. Moreover, in an average the point of GP is 4.679, which is above the opinion standard. Therefore, it is to say that the business solution of GrameenPhone is very much effective. For graphical presentation, take a view in the appendix.

Banglalink Enterprise:

After collecting the primary data through the survey and making an average, it has found that the highest number of respondents is giving the points 3 for good position of the business solution of Banglalink. This is actually the middle point of the importance scale. If I make an average of the points, the respondent’s give for measuring the business solution of Banglalink the value found is 3.463. However, from the opinion of the expertise the average point of an effective business solution is 4.606. Therefore, the effectiveness is below the opinion standard. For the response of the individual statement, look at the appendix.

Corporate Solutions of Robi:

According to the survey, the corporate solution of Robi is not in a good position. Rather it is on the lowest position among the four. The highest number of respondents gives point 1 for this corporate solution. Among 50 subscribers only 27 subscribers give Robi corporate solution 16 for one factor on which the effectiveness of the corporate solution depends. If we see the following figure, we can understand the condition of the corporate solution of Robi. If we want to see the number of the respondent for the individual statements, it has given in the appendix. The mean point of Robi comes from the survey is 1.713. This id the second last position among the BS segment on which I have done my appraisal. Therefore, it is to say that the business solution of GrameenPhone is very much effective. For the graphical presentation, take a view in the appendix.

Citycell One:

After analyzing the result of the survey and making an average it is found that 20 out of 50 subscribers are saying the business solution of Citycell is on the bad point. 8 subscribers are saying it is on the not bad position, 18 subscribers are saying its good, 3 respondent are saying it’s good. In addition, 1 opened that the business solution segment is on an excellent position. In an average, the point of Citycell is 1.523.This is actually the lowest point among the four related segment I surveyed. This point is much lower of the opinion standard I have found through the survey if the expertise.

3.5. Result of the Comparison of Business Solutions:

From the opinion of the expertise, it has found that average standard point for an effective Business Solution is 4.606. Moreover, from the total analysis of the result of the survey findings it has found that GrameenPhone is on the highest position for the level of effectiveness of the business solutions. Banglalink got the second position, Citycell got the third position & Aktel got the lowest position. At the time of collecting information from the subscribers, I found that sometimes the respondents are willing to give negative remarks for some statement of the business solutions of Aktel. From my survey, it has finally found that GrameenPhone is on the peak business solution segment among the four. If we look at the following figure, we can get a clear idea.

Table:-Result of Comparison.

Therefore, form the all above analysis and findings it has found that GrameenPhone acquiring the highest position for its effective business solution segment among the four BS segment discussed here. Therefore, it can be said that, the position that GrameenPhone is holding, is the result of its well-built business solution segment.

Service of GP & Its special Packege Business solution:

Business Solutions:

Business Solutions is a high-quality and fully integrated product from grameenphone, especially designed for the business entities of Bangladesh. As the largest and most customer oriented and customized telecommunication solutions through a highly consultative approach.

Whether you at office or on the move-you are connected with Business Solutions, We design solutions for your business communication like no one else can.

3.9.1.1. We ensure value for your money:

Control your cost without compromising your communication needs. From small enterprises to large corporations, we provide cost effective solutions for all.

Benefit Plan: Get as 250 free minutes to speak with your F&F and CUG numbers based on your committed usage.

F&F: Enjoy 3 F&F numbers for both postpaid and prepaid connections.

Business Hour rate: Make your calls in lower rates from 9 am till 6 pm.

Closed User Group (CUG) rate: Enjoy lower call rates with your co-workers.

Thank you Discount: Enjoy attractive thank you discount at more than 300 outlets in Bangladesh.

We ensure mobility of your Business:

With our enhanced services, your business activities are not restricted to your office any more. Whether you are away on pleasure or on business, our feature-packed services allow you to continue with your business without interruption.

Mobile E-mail: Access your office e-mail and office calendar by using your mobile phone anywhere.

GP Internet: Access the Internet anywhere by connecting your phone or data card with your computer. With your EDGE-enabled handset you can enjoy the benefits of GP Internet.

Missed Call Alert (MCA): Get SMS notification of missed calls when your phone was off. To subscribe to the service, type on and send to 6222.

Business News: Call 3003 for all the latest business news headlines from bdnews24.com in partnership with returns.

International Roaming: Travel with your existing mobile connection to 115 countries. Get the privilege of availing the service at zero security deposit.

We ensure the most advanced solutions for business:

With our experience, we understand your needs and provide services beyond voice calls. Such advanced communication solutions are available only from Business Solutions for the benefit of your business.

v Wireless Internet Service: Connect all your computers and EDGE-enabled mobile devices anywhere in the country through wireless Internet Service. Enjoy all the benefits of securely sharing data from your company LAN and save cost like never before.

Stock Information: Get updated information of your own stock portfolio and alert on stock price changes of DSE and CSE. Download “Bull” from Business City of GP WORLD (wap.gpworld.com)

SMS Reporting: Get updated with customized reports on sales, distribution, inventory etc.

Voice mail: Remain always available. Any caller can leave messages in your voice mailbox when your phone is off. Call 121 activates the service. With personalized services, we always know your requirements. We are always within your reach to address your needs promptly.

Direct Sales Manger: Consult our direct sales manager about the latest mobile communication facilities to optimize your company’s communication structure through long term relationship with Business Solutions.

Prioritized Service: Enjoy exclusive one-to-one services at Grameenphone Centers and Grameenphone service Desks.

Prioritized Hotline: Enjoy prioritized customer service simply by dialing 121.

CHAPTER- 4

FINDINGS

Comparison of Business Solution:

I have conducted a survey to make a comparison of the Business Solutions among 4 mobile operators (GrameenPhone, Banglalink, Bobi (Former Name Aktel ) & Citycell. The survey was conducted on the Business Solution Subscribers of GrameenPhone, They have their current connection with all those mobile operators. So that, they can give remark on those factors, on which the effectiveness of a business solution depends. Here I have mentioned 11 organized statements on which the effectiveness of the business solution segment depends (Format of the questionnaire is in the appendix part). The factors has selected through a discussion with the BD (Business Delar) of GrameenPhone, business Sales, GrameenPhone with some other Key personnel of GrameenPhone.

As there have no industry standard for the Business Solution package, I had to fix a standard for comparing the position of the operators. For this reason I have taken 5 as a standard, which is healthful for me to compare among the mobile phone operator.

I surveyed 50 Business Solutions Subscribers on those 11 organized statement for comparing the satisfaction level or easiest communication of business solutions of GP with other mobile operators. In the questionnaire, the respondents allowed to give 1-5 point against the question for the specific telecom operator. The remarks for the point’s are-

5= Excellent

4= Very Good

3= Somewhat Good

2= Not very Good

1= Not at all Good

Therefore, it is clear from the scale that the higher the point the higher the comparative position of the easiest communication of BS. The findings of the remarks given by the respondents has summarized and analyzed bellow:

4.2. Sound Network:

Sound network is one of the most important factors on which the effectiveness of a BS segment depends. On the statement the average point comes from the opening of the subscriber is for GrameenPhone 4.886, Banglalink 3.495, Robi 1.667 and Citycell 2.067. According to the subscriber’s opinion, it has found that GrameenPhone is on the highest position. The position of Banglalink is also good. However, the position of Robi and Citycell is below the average. Moreover, the position of Robi is bad, in the lowest position.

Graph: – Sound Network

The standard for that statement has found point 5, which is the highest point. It is very easy to understand that 100% achievement is very tough. However, here it has seen that GrameenPhone is near to be the position of 100% achievement, with the point of 4.886. Where as Robi get only 1.667.

4.3. Call rate:

. To be a business solution call rate is not well define better than other. After analyzing the findings, it has found that the average point for GrameenPhone is 3.705, for Banglalink 4.971, for Robi 1.448 and for Citycell the point is 1.657 out of 5. As Banglalink is on the highest position, it can be said that the call rate is well define more than the others. Moreover, it has found that the points of Robi & Citycell are below the average point.

Graph: – Call Rate

Here for this statement the opinion standard is point 5 on point 5 “Likert Scale”. So according to the opinion of the subscribers it is to say that the position of Banglalink is higher.

4.4. Wide network Coverage:

Wide network coverage of the Point of Sale should be continuous and effective so that the subscriber becomes satisfied. For this statement, it has found that the point of GP is lesser compare to other statements, but upper than the other operators. The point GP has get is 3.61. Banglalink is near to the position of GP with 3.424 point. Where as Robi has only 1.571 and Citycell 1.562. According to the subscriber opinion, it has found that GrameenPhone is the highest position. The position of Banglalink is also good. However, the position of Robi and Citycell is below the average. Moreover, the position of Robi is very poor, remaining on the lowest position.

Graph: – Wide Network Coverage

The standard for that statement has found point 5, which is the highest point. Compare to that point the operators are not in an excellent position. All the operators should improve their position. That is, should increase the effectiveness of the business solutions.

4.5. F&F facilities:

Friends and family facility is another most important factor on which the effectiveness of a BS segment depends. On the statement the average point comes from the opening of the subscribers is for GrameenPhone 3.676, Banglalink 4.867, Robi 1.562 and Citycell 1.8. According to the subscriber opinion, it has found that Banglalink is the highest position. The position of GrameenPhone is also good. However, the position of Robi and Citycell is below the average. Moreover, the position of Robi is very poor, in the lowest position.

Graph: – F&F facilities

The opinion standard for that statement has found point 5, which is the highest point of the “Likert Scale”. Nevertheless, here we can see that Banglalink is near to that point, with the point of 4.867. Where as Robi remaining the lowest position, get only 1.562.

4.6. Connection (SIM) Price:

The connection of SIM card price is the reach significant portion of the BS segment that can be given attractive opportunities for a company. As quick as they company can give the service the BS subscribers of sale will be more satisfied. That is the service should be faster enough according to the need of the subscribers. After analyzing the findings of the survey, it has found that the average point for GrameenPhone is 4.924, for Banglalink 3.438, for Robi 1.667 and for Citycell the point is 1.895 out of 5. As GrameenPhone is on the highest position, it can easily say that the service of GrameenPhone is faster than, the others. In addition, it has found that the points of Robi & Citycell are below the average point.

Graph: – Faster Service

Here for this statement the opinion standard point is 4.667 on point 5 “Likert Scale”. However, we can see that the point of GP is higher than the standard. As the achieved score of GP is higher than the opinion standard, it can say that there have no chances of dissatisfaction from the side of the subscribers of GP for this factor the position of GrameenPhone is higher & satisfactory. We can get a clear view through the following figure.

4.7. Speed of Problem Solving:

To be a strong Business Solution segment is the speed of problem solving of the service should be faster than others. If there have any problem faced by the subscribers or there have any problem in the service after connectivity should solve the problem faster. After analyzing the findings, it has found that the average point for GrameenPhone is 4.676, for Banglalink 3.019, for Robi 1.733 and for Citycell the point is 2.01 out of 5. Here also GrameenPhone is on the highest position so it can say that the speed of problem solving of GrameenPhone is faster than, the others. Moreover, it has found that the points of Robi & Citycell are below the average point.

Graph: – Speed of problem solving

Here for this statement the opinion standard is point 5 on point 5 “Likert Scale”. So according to the opinion of the BS subscriber it is very easy to understand that the position of GrameenPhone is almost near to the standard. However, it is satisfactory and the highest position among the 4 mobile operating company. To take a clear view we can see the graph.

4.8. Easy & available account recharges system:

Easy & available account recharges system one sort of attraction creating tool for the BS subscribers. When company will be provided available account recharge center then the company will get highest profit. On the statement the average point comes from the opening of the BS subscriber is for GrameenPhone 4.457, Banglalink 3.952, Robi 1.705 and Citycell 1.743. According to the subscriber opinion, it has found that GrameenPhone is the highest position and for GP 34 out of 50 subscribers give GP point 5. The position of Banglalink is also good, where 21 out of 50 subscribers give point 5. However, the position of Robi and Citycell is below the average; here consequently 32 & 31 subsribers give point 1. In addition, same as the other statement the position of Robi is the lowest.

Graph: – Easy & available account recharges system

The opinion standard for that statement is point 3.667. However, here we can see that GrameenPhone and Banglalink is more than the average point. Where as Robi get only 1.705.

4.9. Value Added Services (SMS, MMS, Internet, News update etc.

Another prerequisite of the BS segment is the important factors that are the value added service. Value added service for the subscriber is a very vital factor for promotional activities of a BS segment effective. According to the survey, the average point for GrameenPhone is 4.752, for Banglalink 2.162, for Robi 1.229 and for Citycell the point is 1.429 out of 5. As GrameenPhone is on the highest position

Graph: – Value added service

For this statement, the opinion standard point is 4.667 on point 5 “Likert Scale”. However, the point of GP is higher than the standard. As the achieved score of GP is higher than the opinion standard, it can say that there have no chances of dissatisfaction from the side of the subscribers of GP for this factor the position of GrameenPhone is higher & satisfactory.

4.10. Account validity:

To be an effective BS segment, account validity is another promotional factor of BS segment. After analyzing the findings, it has found that the average point for GrameenPhone is 4.686, for Banglalink 3.79, for Robi 1.152 and for Citycell the point is 1.619 out of 5. Though GrameenPhone is on the highest position, its point is more than the opinion standard. This is because 42 people give point 5 to GP for this factor. Moreover, it has found that the points of Robi & Citycell are below the average point.

Graph: – Account Validity

Here for this statement the opinion standard is point 4 on point 5 “Likert Scale”. So according to the opinion of the BS subscriber it is to say that the position of GrameenPhone is higher.

4.11. After Sales Service:

After sales service is the most important side for every segment. Every subscriber would like to get proper service after purchasing the SIM card. According to the survey, the average point for GrameenPhone is 4.857, for Banglalink 4.162, for Robi 1.838 and for Citycell the point is 1.752 out of 5. As GrameenPhone is on the highest position it can be effortlessly said that GrameenPhone sales service activities for the subscribers more then the others. It is also higher than the standard. This is for the reason that 44 subscribers give highest point to the Sales service activities of GP.

Graph: – After Sales Services

The standard for this statement is 4.667. Banglalink is on a good position. However, the position of Robi & citycell is not good. As the achieved score of GP is higher than the opinion standard, it can say that there have no chances of dissatisfaction from the side of the subscriber of GP for this factor the position of GrameenPhone is higher & satisfactory.

4.12. Others:

There are some other preconditions to be a successful BS segment. The factors are satisfactory commission structure, ability to convince customers, festivals get together and motivations. The network coverage is one of the most important factor for which the subscribers are doing telecom using. Form the analysis of the findings the result comes that the average point for GrameenPhone is 4.781, for Banglalink 3.171, for Robi 1.181 and for Citycell the point is 1.314 out of 5. Like the previous all GrameenPhone is on the highest position.

Graph: – Others

For the statement, the opinion standard point is 4 on point 5 “Likert Scale”. However, the point of GP is higher than the standard. As the achieved score of GP is higher than the opinion standard, it can say that there have many loyal subscribers of GP. For these factors, the position of GrameenPhone is higher & satisfactory. Banglalink is on a good position but the position of Robi & Citycell is not good at all.

These are all about the comparison of the four-Business Solutions segment, basing upon response on the individual factors on which the effectiveness of the BS segment depends. From the above discussion, we can compare the four-business solution segment of four telecom companies and get a clear view of the comparative position of the factors.

To get more information or to know the level of success of the business solution segment separately here the discussions given below.

CHAPTER-5

Conclusion& Recommendation

5.0. Conclusion & Recommendation

5.1.Conclusion:

In conclusion, it is easily say that the Business Solutions of GrameenPhone is outstanding. The survey that I conducted on the 50 subscribers of the distribution channel of GP is the representative of total population of my study, which is the total number of BS subscribers of GP In different area.

From the survey on measuring the level of satisfaction of the GP BS segment, it has found that the level of satisfaction is very high. In addition, it has found at the time of collecting information that some subscribers are very much loyal to the organization. This is for the reason that the subscribers are getting adequate support and facilities from the company. Most of the respondents are not feeling any sort of problem for using business solutions with GP. Some, who are facing a little problem, is the creation of their own. In addition, GP authority is taking initiatives for this problem.

The findings of the comparison of the Business Sloutions of GrameenPhone with other 3 BS segment (Banglalink, Robi & Citycell) is that GP BS segment if the most effective and easiest communication. The comparison was among the companies & the opinion standard. The opinion standard is the average outcome of the opinion of the ‘Head of Region of GrameenPhone (Dhaka region), ‘Regional Commercial Head’ Banglalink (Dhaka region) and Regional Sales Manager’ Warid telecom (Dhaka region). The finding is that GP is holding more points than the opinion standard. Rests of the companies are below the standard though the position of Banglalink is good. However, in comparison the effectiveness of the BS segment of Robi & Citycell is very poor, where Citycell is holding the lowest position.

So finally it is to say that among the four BS segment on which a have conducted my study GrameenPhone Business Solution is the best.

5.2. Recommendations:

The business solution of a telecom company is a very significant part of the sales division of that company. According to the all above findings of the report, the following recommendation can be given for the betterment of the BS segment of GrameenPhone. Although the following list of suggested theme is by no means exhaustive, I can provide some tentative directions for consideration.

As it has been found that the lesser point for this business solution comes for the statement “Call Rate”, GP has to keep concentration on the part.

Grameenphone should more concentrate about the F&F facilities of their product otherwise the client of business solution switch another company.

Grameenphone cane arreng a special program to the business subscriber which is encourage to the client of business subscriber.

Finally, the above recommendations will be prolific, if the company and obviously the customers would co-operate and being respectful to each other’s.

Bibliography

v References:

Book:

1. Gupta, S. P. & Gupta, M. P. (2003). “Business Statistics”, 12th edition, New Delhi, Sultan Chand & Sons, Educational Publishers.

2. Kotler, P. (2003-2004). “Marketing Management”, 12th edition,

3. Latifuzzaman, M, (2007), “Business Solution of GrameenPhone”

4. Lesiker, R. V. Pettit, J. D. & Flatley, M. E. (1998). “Basic Business Communications”, 8th edition, Irwin MaGraw-Hill.

5. Rahman, S, (2005), “The Easiest communication of Business Solution”

6. Uddin, S, A, (2005), “Measure the customer satisfaction of cell phone”

7. Zikmund, W. G. (2003). “Business Research Methods”, 7th edition, Thomson South-Western.

Internet:

1. http://www.grameenphone.com/index.php?id=92

Access date: 25. 11. 2010, 2.00 PM

2. http://www.grameenphone.com/index.php?id=96

Access date: 26. 11. 210, 11 AM

3. http://www.grameenphone.com/index.php?id=101

Access date: 26. 12. 2010, 11 AM

4. http://www.grameenphone.com/index.php?id=220

Access date: 28. 12. 2010, 11.30 AM

5. http://www.grameenphone.com/index.php?id=231

Access date: 15. 0. 12, 2011.30 AM

6. http://www.google.com

7. http://www.yahoo.com

8. http://www.grameenphone.com

APPENDIX

1.1. Questionnaire for determining the standard:

(For survey purpose only)

BUSINESS ADMINISTRATION DISCIPLINE

International Islamic University, Chittagong.

(Questionnaire for Developing a Standard of Business Solutions)

I am the student of Business Administration Discipline, International Islamic University, Chittagong, conducting a project on “The easiest communication of Business Solutions of Telecom Companies in Dhaka region (A Case Study on GrameenPhone)”. This is a questionnaire for collecting information from you. Your answers will use exclusively for academic purpose and will be kept concealed.

Section-A

Personal details of the respondent:

Name of the respondent:

Name of the Telecom companies GP Robi City cell Teletalk

Division:

Gender Male Female

Mobile No——————————

Address——————————————————————————————————

—————————————————————————————————————-

—————————————————————————————————————-

Section-B

(Questionnaire for Survey on Business Solution subscribers Satisfaction)

Dear respondent,

I am the students of Business Administration Discipline, International Islamic University, Chittagong conducting a project on the “The easiest communication of Business Solutions (A case Study on GrameenPhone)”. This is a questionnaire for collecting information from you. Your answers will be used solely for academic purpose and will be kept concealed.

(For Survey Purpose Only)

1. Why do you use mobile phone?

2. Why do you use Business Solutions?

3. Have you satisfied with network coverage?

4. Recharge center is available in your convenient area?

5. Do you satisfy with after sales service?

6. What is your overall evaluation about the following services of your own operator?

(Make circle 1 around the point which match with your evaluation.

1= Very dissatisfactory

2= Dissatisfactory

3= Neither Dissatisfactory nor satisfactory

4= Satisfactory

5= Very satisfactory

Statements 5 4 3 2 1
Sound Network

Call rate

Wide network Coverage

Connection (SIM) Price

F&F facilities

Speed of Problem Solving.

Value Added Services (SMS, MMS, Internet, News update etc.)

Easy & available account recharge system

Account validity

After Sales Service

Others (Discount, Festival, Bonuses etc)

Thank You for Your Kind Cooperation

Others (Discount, Festival, Bonuses etc)

Thank You for Your Kind Cooperation

1. Others (Discount, Festival, Bonuses etc)