Professional Documents
Culture Documents
Submitted By
Antara Islam
ID 2795
Date of Submission: June 23, 2015
LETTER OF TRANSMITTAL
Contents
Current Situation :
Telecommunication is such a process that reduces human effort and now people
can easily communicate with others through this technology. In Bangladesh,
we have over 121.860 million (January 2015) mobile phone subscribers and
compare to potential users Bangladesh have limited telecommunication
service provider. However, customer experience is a term that directly
interrelated to service, service provider and long term customer relationship.
This research is all about identifying those factors that can affect the customer
experience and also to find out the importance of customer experience on
brand equity. Customer experience is a very consideration for both
customer and company. It also considers the durability of relationship
between them. Building good customer experience is a multipart project
that includes strategy, combination of technology, business models, brand
management and CEO comments (Jeananne Rae, 2006). Therefore, the
success of a company is based on creating distinctive customer experience
for their customers .
that customer with the service provider . On the other hand brand equity is the
value of a well known brand. A careful review led to the identification of the
following specific research objectives :
Research Design
The research requires a systematic procedure from selection of the topic to
preparation of the final report. To do a study and make a report on it there are
two types of methods -qualitative and quantitative. This research will adopt the
quantitative information in order to make the report clear to the eye of reader so
that it may be easy to take any type of decision or steps after analyzing the
report.
Sample questions that will be asked are :
In a five point Likert scale (1= Strongly Disagree to 5= Strongly Agree) was used
to collect data from the respondents
Questionnaire:
Sample Design:
Population: The customers of Mobile operators.
Sample element: Individual Customer
Sample size: 60
Age : Above 18
Gender : Male- 30 , Female-30
Details of Sample Size
Name of the
organization
No. of
Respondent
Citicell
10
Airtel
10
Banglalink
10
Grameen Phone
10
Robi
10
Tele Talk
10
Total
60
Data Gathering :
The research analyst will conduct the interviews on the customer care centres of
the 6 telecom brands
Report Preparation :
A written report will be prepared on the findings and will be made by the
research analyst
DESCRIPTION
AMOUNT OF COST
Tk. 500
Transportation Cost
Tk. 600
Printing Cost
Tk. 100
Others
Tk. 300
ACTIVITY SCHEDULE
The required time for completing this term paper is eight weeks. The distribution of time
schedule for proposal writing, data collection, data analysis and report writing is shown
below through a Gantt chart:
ACTIVITIES
Proposal
Writing
Assembling
Data
Data
Interpretation
Report writing
TIME
Week 1
Week 2-5
Week 6-7
Week 8
Limitations:
This research study will face some limitations:1. The survey will be conducted on questionnaire therefore it will be difficult
to ensure the actual validity of the response
2. The topics may not be understood by the respondents who have
minimal idea about customer experience
3. Respondents will be only from Dhaka city; therefore this research will not
reflect the perception of customers of all over Bangladesh
References :
1. (http://www.btrc.gov.bd/, 2015)
2. Rae, Jeananne (2006-11-27). "The Importance of Great Customer
Experiences". Business Week. Retrieved 2012-01-05.
3. (Zikmund, 2010) Business Research Methods
4.