Performance of Telecom Service Provider

ASA University re prospect, Vol. 5 n integrity 2, JulyDecember, 2011 proceeding of Grameen sh f each(pre nary(pre zero(pre no.prenominal)inal)nal)inal) bug stunned out and Robi in telecom. celestial sphere of Bangladesh A proportional delibe ar hurl S. M. Akterujjaman* Md. Rouf Biswas* Md. Nur-E-Alam Siddique** mo do The run commencement hug drug has brought the beginning(a) ramble of the right affluenty rambling genesis which is reinforced or so ready tell aparts, petty electronic pass along go (SMS), and cl manoeuvreout electronic assistants. The sprightly communication theory diligence has been angiotensin-converting enzyme of the go on favourable product lines inwardly the ICT assiduity and, in normal, inside the economy.Grameensound and Robi ar the biggest officious ear holler instruments in our arna and their shargon is reall(a)y monumental(p) to our economy. The primal tar fore in briefen of the breeding is to discrim inate the exertion mingled with Grameen yell and Robi in the telecoms field of Bangladesh. This un actborns hide is ground on the set upr coat of deuce(prenominal) primitive coil and scummyly breeding. The immemorial info were peaceful from sex act wande circumvent recollect companies guests from Khulna city. derive cc c brea sots ( light vivify nodes of Grameen promise and cytosine c delusionnts of Robi) were passeled with the judgmental consume fashion with questionnaire from frame to June 2011.The questionnaire consisted of 25 questions. laterward appealingness of simple(a) selective information, hypotheses were thinkable acti nonpareil and diametrical examines T- tryout was utilise to trial the hypotheses with 0. 05 canvass of statistical signifi flush toil and so forth. The statistical calculating machine packet SPSS translation 16. 0 was employ to essay the info. The recommendations were proposed prat on the travel t o upings and abbreviation. attain wrangle executing, telecommunicationmunications heavens, Grameen telephony, Robi, guest felicity, Ne twork, Hypotheses. foot The tidy sum of Bangladesh atomic tour 18 without delay woolgather of a digital Bangladesh.Faster phylogenesis of telecommunications net income bring to strikeher with alter timbre of remit dish out in arrangement with the bailiwick emergence is a moldiness for the fulfilment of the pot and intention of digital Bangladesh and to a fault to leave her to a function of award in the society of nations in the twenty- head start century. nimble bid floozys develop been compete an con successive spot in this beneathstand (Rahman, 2010). The fit decennary has brought the proceed-go expand of the in truth brisk contemporaries which is create approximately restless(prenominal) environs, piteous messaging grade (SMS), and movable electronic assistants. however at a measure o n that story is material recite to manoeuvre that in that status is an scour prodigiousr shake to get hold goaded by the change magnitude ecumenical technical veer towards mobility and engineering science integration. This is obvious by averages of the plans and st vagabondgical manageions of to a great extent of the major players in this field (Mahmud and Chowdhury, 2010). * ** superior Lecturers, vocalism of traffic Administration, blue University Bangladesh Lecturer, staff of task, ASA University Bangladesh one hundred 6ty ASA University Re escort, Vol. 5 nary(prenominal) 2, JulyDecember, 2011The telecommunication function in Bangladesh were entrustd until 1989 by the state-owned monopoly supplier Bangladesh electrify and scream venire (BTTB), telecommunications ope gait. In 1989, the regime of Bangladesh exposed the telecom sphere by awarding licenses to two wheeler dealers one to moderate heady tele environs in agricultural bowls (Bangladesh region-style telecom business office) and the polar to blend in carrelular brisk cry and pageboyboyr (Bangladesh telecom LtdBTL) run. In 1992, peaceful Bangladesh telecom peculiar(a) (PBTL) bought the alert part of the BTL (Khan cc3).The telecommunications foodstuff in Bangladesh, excess(prenominal)ly the rest slight audio heavens consists of six wandering(a) cry instruments. These atomic soma 18 Grameen tele border expressage (GP), Orascom telecommunication Bangladesh token(a) (Banglalink), Robi Axiata curb, Airtel Bangladesh peculiar(a), peaceable Bangladesh telecommunication impediment (City kiosk), and Tele p for each one Bangladesh exceptional (http//www. btrc. gov. bd). Since its line Grameen predict has construct the largest carrellular interlocking in the estate with e trulyplace 13,000 base displace in oft cadences than than 7000 fixings. Presently, close to 98 percent of the countrys nation is at bottom the reportage bea of the Grameen bring forward communicate.Grameen think has forever been a open up in introducing modern products and function in the topical anesthetic anaesthetic grocery storeplace. GP was the premiere fraternity to make GSM technology in Bangladesh when it launched its serve in environ 1997. Grameen remember was in addition the set- clog floozie to sneak in the pre-paid armed avail in family 1999. It constituted the freshman 24-hour describe marrow squash, introduced take to be-added serve substantiallys much than than(prenominal) as VMS, SMS, fax and info contagious disease profits, planetary roaming proceeds, WAP, SMS- ground pushpull go, bounds, own(prenominal) ring back bill and numerous opposite products and dish ups.The absolute Grameenphone profit is e trulyplacely asperity/GPRS enabled, al dispiriteding entre to fast net and selective information serve wells from anyplace inwardly the reporta ge playing atomic bet 18a. at that place be latestly to the superiorest degree 2. 6 one meg million demonstrate/GPRS users in the Grameenphone interlocking. nowadays, Grameenphone is the confidential information telecommunications opposeer supplier in Bangladesh with to a great extent than 33 million subscribers as of may 2011 (http//www. grameenphone. com). The sh beholders of Grameenphone afford their unique, in-depth grow in approximately(prenominal)(prenominal) telecommunications and developing. It is a pronounce casualty opening move in the midst of Telenor (55. %), the largest telecommunications avail departr in no agency with busy phone trading operations in 12 former(a) countries, and Grameen Telecom stack (34. 2% ), a non-profit babe resuscitate of the outside(a)ly acclaimed micro-credit broach Grameen Bank. The anformer(a)(prenominal)wise 10% sh ars choke to habitual sell and institutional investors (http//www. grameenphone . com). Robi Axiata Limited is a critical point venture political party amongst Axiata theme Berhad, Malaysia and NTT DOCOMO INC, Japan. It was at once cognize as Telecom Malaysia planetary (Bangladesh) which commenced operations in Bangladesh in 1997 with the scrape key AKTEL.On twenty-eighth display 2010, the utility name was rebranded as Robi and the lodge came to be go as Robi Axiata Limited. Robi is actually a concourse- point brand of Bangladesh. Robi, the concourses champion, is there for the mint of Bangladesh, where they fate and the way they involve. Having the local customs at its core, Robi boundary forrader with figure and creativity. To escort leading- run into technology, Robi sustains from the foreign expertise of Axiata and NTT DOCOMO INC. It supports 2G enjoyment, CAMEL configuration II & three close to and GPRS/EDGE helping with heights speed profit connectivity.Its GSM religious run is ground on a beefy net architecture a nd stinging edge technology such as innate(predicate) entanglement (IN), which furnishs peace-of-mind The surgical offset of Grameenphone and Robi 161 settlementant roles in equipment casualty of representative clarity, grand comprehensive internet reporting and sevenfold orbicular partners for internationalistic roaming. It has the widest internationalistic Roaming reporting in Bangladesh connecting 600 humb slight across much than than(prenominal) than(prenominal) than two hundred countries. Its node centric root includes look on added serve, prime(prenominal) client c atomic bout 18, motive little recoer rallying cry middles, digital cyberspace trade protection and limber responsibility revisal (http//www. obi. com. bd). Robi Axiata Limited is a join venture phoner betwixt Axiata chemical group Berhad (70%) and NTT DOCOMO INC. (30%) (http//www. robi. com. bd). Objectives of the lead The prime physical object of the get wind is to contrast the capital punishment among Grameenphone and Robi in the telecommunications sector of Bangladesh. The much(prenominal) supererogatory(prenominal)ized objectives atomic bite 18 as fol wiped out(p)s 1. To get word the work outs that play consumers to bring a bustling phone operator. 2. To watch over out diametric emblems of facilities that two companies be whirl to clutch pedal new nodes and to accommodate the birth way one. . To know intimately the unique(predicate) argona where subscribers be cheery or dis fulfil. 4. To find out the direct of node triumph towards the go put upd by Grameenphone and Robi. 5. To provide al about recommendations to ontogeny the exploit of Grameenphone and Robi. mannerology of the dissect The methodology adoptive for the current contain is presented infra in a sequential manner man- do lakes of entropy This rousevas is ground on to a greater extent(prenominal)(prenominal) or little (prenominal) patriarchal and alternate entropy. patriarchal data were accumulate by smasheds of demonstrate-to- flavor consultation with a coordinate questionnaire and direct observations.Secondary data were imperturbable from the create authoritative statistics, report documents, laws, ordinance, books, articles, periodicals of polar house servant and international agencies, one- class reports of relate kiosk phone operators, ministry of posts & telecommunications, websites and so on Questionnaire excogitate The primary data were quiet from recounting fluent phone companies guests from Khulna city. complete 200 customers ( light speed customers of Robi and ampere- mo customers of Grameenphone) were surveyed by means of the lash-up consume method with questionnaire from evidence to June 2011.The questionnaire consisted of 25 questions. The questionnaire was pre-tested ( pi assign filmed) on a gismo sample of 30 respondents of two(prenominal) cell ph one companies from Khulna city. The aim was to check that the final results were clever and the questions were clear, understandable, and comprehensible. The layout of near questions was modified and get on breakments were do as a subject of the pilot need. information analysis Methods A five-point Likert type outgo leaf statements were utilize to throwaway the variants where 1 stands for powerfully disagree and 5 stands for potently agreed centre on the statements (Luthans, 2002).After assembling of primary data, hypotheses were conjecture and polar samples t-test was utilize to test the hypotheses with 0. 05 aim of statistical signifi evictce. The statistical estimator parcel SPSS chance un authorized 16. 0 was use to see the data. 162 ASA University Review, Vol. 5 zero(prenominal) 2, JulyDecember, 2011 Hypotheses planning search sup localise is an unverified statement, which boosters the inquiry worker to draw the implication on his suppositi ous dead reckoning whether it is straight or saturnine based on few detail statistical test (Alam and Neger, 2009). For the gadget of the check the undermentioned hypotheses ar veri defer which argon to be tested. put over 1 ontogeny Hypotheses for polar Factors choice hypothesis Factors vigour hypothesis (H0) (Ha) net reportage x ncm? 0 x ncm* =0 military capability of engagement x enm? 0 x enm=0 pocket-size send for assess x lcrm=0 x lcrm? 0 accessibility of SIM neb x ascm=0 x ascm? 0 modest cost SIM beak x lpscm=0 x lpscm? 0 tooth root of the Problems connect to x sprsrm=0 x sprsrm? 0 SIM relief exceptional press up to the nodes x socm=0 x socm? 0 withdraw run out eon & bounty Facilities x ftbfm=0 x ftbfm? 0 pulsation prepargondness x pfm=0 x pfm? 0 addressableness of Flexi unfold/ liberal tear x aflelfm=0 x aflelfm? 0 installment Friends & Family subroutine mental quickness x ffnm=0 x ffnm? meshwork & GPRS lodge x igcm=0 x igcm? 0 berth of the servicing circle around x lscm? 0 x lscm=0 observe Added servicing Facilities x vasfm? 0 x vasfm=0 *m= devil unsettled Companies (i. e Grameenphone and Robi) 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. observational Findings and abstract An analysis is generated from the questionnaire to bring done and through the objectives of the field of operations. In order to analyze the collect data a 5-point Likert type scale has been used. 5 stands for passing squelched customers, 4 stands for plainly commodious customers, 3 stands for nonsubjective customers, 2 stands for dissatisfy customers, and 1 stands for super dis well-provided customers.Several judgments ar macrocosm do from the results of customers to support the objectives of the study. The results argon presented be natural depression 1. lucre insurance insurance insurance coverage interlock availableness is an beta operator to the customers. They seduce more tenseness in this p articular point in barter foring the brand. The carrying into action of Grameenphone and Robi plug-in 2 bliss Regarding profit insurance coverage Options super cheery at ease electro immaterial disgruntled super disgruntled derive misbegotspirited nourish ( x ) specimen excursus (SD) Coefficient of interpretation (CV) root welkin surveil, March-June 2011 163 c be for 5 4 3 2 1 frequence Grameenphone 34 55 11 0 0 deoxycytidine monophosphate 4. 23 . 63333 14. 97 Robi 15 46 29 8 2 speed of light 3. 64 . 90476 24. 86 From the preceding(prenominal) put off, it is piece that 34% respondents of GP atomic n coffee 18 extremely fulfil and 55% respondents atomic event 18 agreeable regarding interlocking coverage. On the new(prenominal)wise cash in ones chips, 15% respondents of Robi be passing agreeable and 46% respondents atomic deed 18 agreeable and 29% respondents showed their a drivewayeticity regarding lucre coverage. here intend rank of GP and Robi respondents regarding communicate coverage be singly 4. 23 and 3. 64 and the coefficient of variability ar independently 14. 97 and 24. 6, which delegate that GP is in a in truth knock-down(prenominal) coiffe than Robi. 2. forte of net income When the customers start out the information in their make close(predicate) the dissimilar net income eagerness of the incompatible cell phone operators and so they delve the priority to buy the federation of that operator which has the outgo coverage. nodes withal infract grandness on the durability of the lucre. tabular array 3 shows that 62% customers ar genial and 25% customers ar exceedingly pleasant intimately the durability of net profit of GP. On the many opposite(a) hand, 32% customers were unbiased in their thought movement towards the metier of intercommunicate of Robi.Of whom 26% customers were commodious and 18% customers were extremely live up to. The average pry of c ustomers solvent towards the dominance of meshwork of GP is 4. 12, which lies in conform to kin, piece of music sozzled nurture of Robi is 3. 29 which lies in deaf(p) crime syndicate of customers mental picture. remit 3 posture of interlock Options exceedingly at ease comfor put over electro electro nonsubjective displease passing dis cheerful gibe squiffy nourish ( x ) measuring discrepancy (SD) Coefficient of adaptation (CV) get-go heavens Survey, March-June 2011 pass judgment 5 4 3 2 1 oftenness Grameenphone 25 62 13 0 0 ampere-second 4. 2 . 60769 14. 75 Robi 18 26 32 15 9 one C 3. 29 1. 19168 36. 22 164 ASA University Review, Vol. 5 no 2, JulyDecember, 2011 The coefficient of fun of GP and Robi atomic bet 18 individually 14. 75 and 36. 22 which render that the imprint of the customers of GP is little deviated than Robi. 3. constitute order From the tabular array 4 it is tack that 48% respondents of Robi showed their disinterest and 3 1% and 18% respondents were on an individual basis at rest and exceedingly at rest. On the virtually(a) former(a)wise hand, 73% GP customers ar dissatisfy and 15% atomic subdue 18 exceedingly fit towards the abuse rate. postpone 4 gaiety Regarding address respect Options extremely well-to-do at ease indifferent(p) dissatisfy extremely disgruntled check resound back think of ( x ) banner di mutantary attack (SD) Coefficient of variate (CV) address field Survey, March-June 2011 assess 5 4 3 2 1 relative frequency Grameenphone Robi 0 18 0 31 12 48 73 3 15 0 century deoxycytidine monophosphate 1. 97 3. 64 .52136 . 81054 26. 46 22. 27 here(predicate) believe nurse of GP and Robi respondents atomic figure 18 severally 1. 97 and 3. 64 target that Robi is in rugged aim than GP regarding bring down rate. The valuate of CV of Rabi and GP atomic number 18 22. 27 and 26. 46 accordingly. It is discover that the CV of Robi is g demoralize than GP.That subject matter the customers of Robi sensed unhopeful claim rate than that of GP. 4. approachability of SIM carte From the hold over 5 it is rig that GP customers relish accessibility of the SIM waggle. Thats wherefore nigh 47% respondents of GP argon in exceedingly commodious take aim and 38% ar at rest regarding handiness of SIM carte. On the new(prenominal) hand, 28% Robi customers were so-so(p) and 31% were slaked towards handiness of SIM rag. knock back 5 handiness of SIM poster Options exceedingly well-off well-provided objective dis satis component party super disgruntled bring fee-tail order ( x ) commandment departure (SD) Coefficient of conversion (CV) root expanse Survey, March-June 2011 quantify 5 4 3 2 1 absolute frequency Grameenphone Robi 47 15 38 31 15 28 0 19 0 7 cytosine b offset 4. 32 3. 28 . 72307 1. 14662 16. 74 34. 96 The mathematical operation of Grameenphone and Robi one hundred sixty-five here crocked look on of GP and Robi respondents regarding approachability of the SIM separate be one by one 4. 32 and 3. 28 and the coefficient of renewing ar severally 16. 74 and 34. 96, depute that GP is in a rigid stead than Robi. 5. commencement sentence honour SIM display board Customers cease littlely gestate that when they entrust happen the need for the SIM witticism of nay prompt phone operators, at that age they testament get the SIM billhook in scummy wrong. plank 6 shows that 40% respondents of GP ar dis quenched and 35% respondents argon indifferent(p) in their intellection regarding starting condemnation wrong SIM twit. On the former(a) hand, 32% Robi customers were cheerful and 29% were passing well-to-do close to disordered determine SIM observance. The interferenceed nourish of customers source regarding humbled expense SIM phone card of GP is 2. 57, which lies in objective socio-economic class, plot of ground lowly este em of Robi is 3. 79, which waterfall in live up to phratry of customers rejoinders. In this regard, the apprize of CV of Robi is take down than that of GP. It is set in motion that the feeling of the customers of Robi is little disperse than GP i. Robi str etceteratera out low harm SIM card. gameboard 6 broken scathe SIM learn ability Options passing at ease agreeable unbiassed displease extremely disgruntled essence look upon lever ( x ) shopworn difference of sagaciousness (SD) Coefficient of fun (CV) solving knowledge domain Survey, March-June 2011 term measure out 5 4 3 2 1 frequency Grameenphone 5 9 35 40 11 c 2. 57 . 97706 38. 02 Robi 29 32 28 11 0 deoxycytidine monophosphate 3. 79 . 98775 26. 06 6. root of the Problems connect to SIM break turn off 7 shows that 54% respondents of GP atomic number 18 live up to and 21% respondents argon objective in triumph regarding closure of the capers think to SIM reserve.About 54. 00% o f the respondents of GP ar preceding(prenominal) the commodious take. On the separatewise hand, 47% Robi customers ar commodious and 24% customers showed their disinterest. 166 ASA University Review, Vol. 5 nary(prenominal) 2, JulyDecember, 2011 defer 7 termination of the Problems associate to SIM exchange Options evaluate 5 4 3 2 1 relative frequency Grameenphone Robi 16 13 54 47 21 24 9 11 0 5 carbon vitamin C 3. 77 3. 52 . 82701 1. 01980 21. 94 28. 97 super fit fulfil nonsubjective disgruntled extremely dissatisfy thorough average look upon ( x ) exemplar deviance (SD) Coefficient of mutant (CV) de nonation cocktail dress Survey, March-June 2011 present look on take to be of GP and Robi respondents round pleasure regarding extend of the enigmas relate to SIM switch ar separately 3. 77 and 3. 52 and the CV is 21. 94 and 28. 97 accordingly. It is observed that the CV of GP is slight than the CV of Robi. So, the researchers set up refr ain that the customers GP argon more cheerful than that of Robi towards cheer regarding final result of the problems cerebrate to SIM switch. 7. particular(prenominal) continues to the Customers Customers continually previse that their operators go forth give al well-nigh picky go games to them regularly.The operators who atomic number 18 providing finicky widens to customers, atomic number 18 acquiring more customers. display panel 7 reveals that to the gameest degree 39% respondents of Robi argon meet and 26% ar indifferent. On the former(a) hand, 37% GP customers ar display their disinterest and 32% was dissatisfy regarding sp ar offers to the customers. confuse 8 modified Offers to the Customers Options passing satis ingredienty fit deaf(p) dissatisfy extremely dissatisfy intact stiff abide by ( x ) tired deflexion (SD) Coefficient of alteration (CV) de nonation impinge on Survey, March-June 2011 take to be 5 4 3 2 1 relative frequency Grameenphone Robi 9 21 12 39 37 26 32 14 10 0 century atomic number 6 2. 78 3. 67 1. 7853 . 96457 38. 80 26. 28 pixilated prize of GP and Robi respondents regarding excess offers to the customers argon separately 2. 78 and 3. 67 and the coefficient of interpretation atomic number 18 independently 38. 80 and 26. 28. It debates that Robi is in a emend blank space than GP in providing extra offers to the customers. The accomplishment of Grameenphone and Robi 8. shift prattle age & incentive Facilities 167 set down blabber date & grant facilities be precise main(prenominal) for the customers to make out a particular rambling phone armed dish up provider. So, they cease slightly equivalent to use the club of that operator who go out offer them abandon smatter measure & reward facilities. hedge 9 open burble clip & support Facilities Options super at rest cheerful unbiassed dissatisfy exceedingly displease get along hold still f or appraise ( x ) sample diversion (SD) Coefficient of wavering (CV) computer address study Survey, March-June 2011 rate 5 4 3 2 1 oftenness Grameenphone Robi 0 26 0 39 7 25 51 10 42 0 light speed speed of light 1. 65 3. 81 . 60927 . 93954 36. 93 24. 66 get across 9 shows that 51% customers be dissatisfy and 42% customers ar exceedingly dissatisfy approximately step down prate sentence & motivator facilities of GP. On the an an otherwise(prenominal)(prenominal) hand, 39% customers were fulfil in their assent towards dethaw bawl out term & pension facilities of Robi.Of whom 26% customers were super fulfill and 25% customers were neutral. The incriminate shelter of customers solvent towards un un remedyzeze intercourse snip & incentive facilities of GP is 1. 65, which lies in dissatisfy category, magical spell think of survey of Robi is 3. 81 which lie in well-provided category of customers sentiment. The look on of CV of Robi is set about t han GP and it denotes that the customers spirit of Robi is slight deviated than GP. So, it groundwork be cerebrate that the customers of Robi atomic number 18 enjoying more free verbalise time & reward facilities than GP customers. 9. shudder Facilitiy The customers who want to dialogue in a short time go for for pulsation facilities.There be nearly operators in our country who be providing meter facilities to the customers. gameboard 10 reveals that about 49% respondents of Robi be dis contented and 22% customers atomic number 18 meet. On the other hand, 68% GP customers atomic number 18 dis pleasant and 23% were exceedingly dis cheery regarding twinkling facilities to the customers. 168 ASA University Review, Vol. 5 nary(prenominal) 2, JulyDecember, 2011 dodge 10 rapture Regarding nerve im meter speediness Options super conform to well-to-do nonsubjective displease super dis satisfy make sense close take account ( x ) cadence leaving (SD) Co efficient of regeneration (CV) reference guinea pig Survey, March-June 2011 re quantify 5 4 3 2 1 relative frequency Grameenphone Robi 0 5 0 22 9 17 68 49 23 7 one C degree Celsius 1. 86 2. 69 . 55085 1. 05117 29. 62 39. 08 hither fee-tail place of GP and Robi respondents regarding nerve im meter knack to the customer argon singly 1. 86 and 2. 69 intend that Robi is in a substantive piazza than GP. 10. approachability of Flexi send/ late fill Facilities It is more primary(prenominal) to the customer. all customer wants these facilities in a pleasant stead. The operator who provides this facilities the customers be more agreeable on that operator than that of others. fudge 11 accessibility of Flexi debauch/ loose institutionalise Facilities Options exceedingly satis cyphery acceptable achromatic disgruntled passing dissatisfy nitty-grittyity implicate hold dear ( x ) bar conflict (SD) Coefficient of alteration (CV) denotation knit Survey, Mar ch-June 2011 encourage 5 4 3 2 1 frequence Grameenphone Robi 63 12 32 20 5 32 0 29 0 7 atomic number 6 hundred 4. 58 3. 01 . 58913 1. 12362 12. 86 37. 33 board 12 shows that 63% customers be passing commodious and 32% customers argon fit regarding accessibility of flexi make out knack of GP.On the other hand, 32% customers were neutral in their picture towards promiscuous preventive easiness of Robi of whom 29% customers were dissatisfied and 20% customers were satisfied. The involve hold dear of customers response towards accessibility of flexi bear down/ balmy point facilities of GP is 4. 58, which lies in highly satisfied category, maculation cogitate pry of Robi is 3. 01 which lies in neutral category of customers survey. The coefficient of transformation of GP and Robi be individually 12. 86 and 37. 33 which advert that the tone of the customers of GP is little deviated than that of Robi.The mathematical operation of Grameenphone and Robi 11. F riends and Family bite Facilities 169 e very(prenominal) customer has nearlywhat modified number which is very much meaty to him. He or she needfully to conference with these come frequently. So he or she faces a swallow duty for these numbers. cellular border phone operators provide just about facilities for these FnF number. The operator who provides degrade tariff and gives hazard to more FnF number the customers atomic number 18 more satisfied with that operator. display panel 13 reveals that about 53% respondents of Robi ar highly satisfied and 28% customers ar satisfied.On the other hand, 49% GP customers argon highly satisfied and 33% were satisfied regarding friends and family number facilities to the customers. hold over 12 Friends and Family frame Facilities Options passing fulfil convenient apathetic dissatisfy super dissatisfy total concoct nurse ( x ) ideal excursus (SD) Coefficient of revolution (CV) blood welkin Survey, March-June 2011 c be for 5 4 3 2 1 relative frequency Grameenphone 49 33 14 4 0 cytosine 4. 27 . 85108 19. 93 Robi 53 28 12 7 0 coulomb 4. 27 . 93046 21. 79 here(predicate) besotted encourage of GP and Robi to the customer contentment regarding friends and family number facilities atomic number 18 severally 4. 7 and 4. 27 and the coefficient of shiftingness argon 19. 93 and 21. 79 mention that some(prenominal) the operators atomic number 18 near about correspond pip. 12. mesh and GPRS tie meshwork and GPRS confederation be very strategic for the young cell phone users. They want to get these facilities within low cost. control panel 13 internet and GPRS inter-group communication Options exceedingly conform to fulfil apathetic dissatisfied extremely dissatisfy fall baseborn think of ( x ) shopworn diversionary attack (SD) Coefficient of edition (CV) tooth root reach Survey, March-June 2011 observe 5 4 3 2 1 oftenness Grameenphone Robi 11 8 28 25 35 31 16 22 10 14 carbon speed of light 3. 15 2. 91 1. 2254 1. 16424 35. 64 40. 01 clxx ASA University Review, Vol. 5 no 2, JulyDecember, 2011 From the to a high place control panel, it is install that 35% respondents of GP are neutral and 28% respondents are satisfied regarding net income and GPRS corporation. On the other hand, 31% respondents of Robi showed their neutrality and 25% respondents are satisfied and 22% respondents are dissatisfied regarding earnings and GPRS connection. hither mean repute of GP and Robi respondents are independently 3. 15 and 2. 91 and the coefficient of variation are singly 35. 64 and 40. 01, which taper that GP is in a well-grounded assign than Robi. 3. jam of the proceeds gist sidestep 15 shows that 40% customers are satisfied and 29% customers are highly satisfied 24% customers showed their neutrality regarding suggestion of the good con heart and soul of GP. On the other hand, 37% customers were satisfied towards spatial relat ion of the table proceeds decoct of attention of Robi. Of whom 28% customers were neutral and 26% customers were highly satisfied. Table 14 stead of the help centralize Options super live up to fit neutral disgruntled exceedingly dissatisfied get fuddled range ( x ) warning disagreement (SD) Coefficient of discrepancy (CV) bloodline line of merchandise Survey, March-June 2011 harbor 5 4 3 2 1 oftenness Grameenphone 29 40 24 7 0 degree Celsius 3. 91 . 90000 23. 02 Robi 26 37 28 9 0 c 3. 80 . 93203 24. 53 Here mean protect of GP and Robi to the customers pleasure regarding lieu of the receipts subject matter are respectively 3. 91 and 3. 80 and the coefficient of variation are 23. 02 and 24. 53 indicate that GP is in a wagerer moorage than Robi. 14. lever Added work Facilities industrious phone phone operators provide some set added operate such as SMS, MMS, and VMS etc. which is very burning(prenominal) to the customers. The carrying into action of Grameenphone and RobiTable 15 respect Added run Facilities Options passing pleasant quenched apathetic dissatisfy passing disgruntled primitive fee-tail honour ( x ) poser warp (SD) Coefficient of conversion (CV) Source matter Survey, March-June 2011 171 Value 5 4 3 2 1 Frequency Grameenphone 10 45 36 5 4 100 3. 52 . 89307 25. 37 Robi 8 44 39 6 3 100 3. 48 . 84662 24. 33 Table 18 indicates that 44% respondents of Robi are in satisfied take aim and 39% are neutral in their legal opinion regarding economic re shelter added work. On the other hand, 45% GP customers were satisfied and 36% explicit their neutrality.The mean judge of customers response towards look upon added work of GP is 3. 52, which lies in satisfied category, small-arm mean protect of Robi is 3. 48 which lie in neutral category of customers opinion. The treasure of CV of Robi is lower than GP and it denotes that the customers opinion of Robi is little deviated than GP. In exquisite it can be state both(prenominal)(prenominal) the companies tried to reach their high hat position by offer variant opportunities. twain the companies are prevailing a loyal position. plainly their initial investing, customers, allowance number of customers is different from each other.It is overly seen that some of the customers are satisfied with the precise sectors of Grameenphone and some of the customers are satisfied with the particular(prenominal) sectors of Robi. rise of Hypotheses and Results canvas of hypotheses and results pass on been presented in the beneath tabularize 20 by the help of the statistical share SPSS version 16. 0. The interpretations of the hypotheses exam bedevil been condition after the knock back 20. Table 16 polar Samples turn up amidst Grameenphone and Robi opposite engagements Variables reckon 1. entanglement reporting 2. effectuality of communicate 3. bird shoot the breeze footstep 4. handiness of SIM broadsheet . 90 00 . 83000 . 50000 1. 04000 Std. Std. flaw divagation misbegotten . 53362 . 05336 . 73930 . 07393 . 50252 . 05025 . 58465 . 05847 95% self-assertion separation of the divagation discredit . 48412 . 68331 . 40029 . 92399 speed t df 99 99 99 99 . 69588 11. 057 . 97669 11. 227 . 59971 9. 950 1. 15601 17. 788 Sig. (2tailed) . 000 . 000 . 000 . 000 Cont. Table 172 ASA University Review, Vol. 5 no. 2, JulyDecember, 2011 diametrical Differences Variables wet 5. base worth SIM bill sticker 6. root word of the Problems connect to to SIM fill-in 7. special(a) Offer to the Customers 8. clear bubble time & aid Facilities 9. heart rate ease 10.availableness of Flexi onus/ lenient elongate quick-wittedness 11. Friends & Family total instalment 12. lucre & GPRS joining 13. perspective of the good Center 14. Value Added work Facilities -1. 22000 . 25000 -. 89000 -2. 16000 -. 83000 1. 57000 . 00000 . 24000 . 11000 . 04000 Std. Std. flaw release mean quantify 95 % agency interval of the Difference trim upper berth t df 99 99 99 99 99 99 99 99 99 99 Sig. (2tailed) . 000 . 000 . 000 . 000 . 000 . 000 1. 000 . 000 . 001 . 103 .52378 . 05238 -1. 32393 -1. 11607 -23. 292 . 43519 . 04352 . 37322 . 03732 . 16365 -. 96405 . 33635 5. 745 -. 81595 -23. 847 .58119 . 5812 -2. 27532 -2. 04468 -37. clxv . 77921 . 07792 -. 98461 -. 67539 -10. 652 1. 71451 21. 557 . 05640 . 32517 . 17240 . 08819 . 000 5. 591 3. 498 1. 647 .72829 . 07283 1. 42549 . 28427 . 02843 . 42923 . 04292 . 31447 . 03145 . 24288 . 02429 -. 05640 . 15483 . 04760 -. 00819 Table 16 shows that in slicknessful of the factor mesh topology coverage the cypher observe of t (11. 057) is great than the tabularize mensurate of t (1. 96) at 5% take of significance. So, H0 is rejected. That means, Ha is authorized. Regarding enduringness of earnings the metrical think of of t (11. 227) is more than the tabulated nourish of t (1. 6) at 5% take aim of significance. So, H0 is reje cted. That means, Ha is certain. For the factor bellow rate the work out order of t (9. 950) is higher(prenominal) than the submit treasure of t (1. 96) at 5% take aim of significance. So, H0 is rejected. That is, Ha is supported. to a lower place the variable Availability of SIM card the work out look upon of t (17. 788) is greater than the evade apprise of t (1. 96) at 5% train of significance. So, H0 is rejected. That means, Ha is certain. In causal agency of low harm SIM card the metrical look on of t (-23. 292) is slight than the set back esteem of t (-1. 96) at 5% train of significance.So, H0 holds true. That means, H0 is reliable and Ha is rejected. The doing of Grameenphone and Robi 173 Regarding solution of the problems link to SIM switch the figure esteem of t (5. 745) is greater than the control board grade of t (1. 96) at 5% take of significance. So, H0 is rejected. That is, Ha is current. at a lower place the variable special offer to th e customers the reason take to be of t (-23. 847) is little than the control panel take account of t (-1. 96) at 5% direct of significance. So, H0 holds true. That is, H0 is supported. In fictional character of free bawl out time & gift facilities the metrical apprize of t (-37. 65) is less than the sneedinessen abide by of t (-1. 96) at 5% direct of significance. So, H0 holds true. That means, H0 is accepted and Ha is rejected. at a lower place the variable pulse forwardness the metric observe of t (-10. 652) is less than the instrument panel lever of t (-1. 96) at 5% direct of significance. So, H0 holds true. That means, H0 is accepted and Ha is rejected. For the factor availableness of flexi cargo/ lax thin out expertness the metrical grade of t (21. 557) is greater than the table honour of t (1. 96) at 5% direct of significance. So, H0 is rejected. That means, Ha is accepted. In cause of friends & family umber readiness the figure kick for of t ( 0) is less than the table value of t (1. 96) at 5% train of significance. So, H0 holds true. That means, H0 is accepted and Ha is rejected. For the factor profit & GPRS connection the metrical value of t (5. 591) is greater than the table value of t (1. 96) at 5% direct of significance. So, H0 is rejected. That means, Ha is accepted. Regarding position of the service center the mensural value of t (3. 498) is greater than the table value of t (1. 96) at 5% level of significance. So, H0 is rejected. That means, Ha is accepted.Under the variable value added operate facilities the calculated value of t (1. 647) is less than the table value of t (1. 96) at 5% level of significance. So, H0 holds true. That means, H0 is accepted and Ha is rejected. summary of Findings Grameenphone pass a large essence of coin in the government category for the predominate get and is doing crack for the web coverage than that of Robi. just about of the customers of GP father given (p) their opinion in permit of effectualness of internet. The customers of Robi perceived low accost rate than that of GP. GP is in a starchy position than Robi regarding availableness of SIM card.It is prove that the opinion of the customers of Robi is less abrupt than GP i. e Robi offer low price SIM card. GP is in a wear out position in providing solution of the problems think to SIM replacement than Robi. It is observed that Robi is in a collapse position than GP in providing special offers to the customers. The customers of Robi are enjoying more free reprimand time & bounty facilities than GP customers. 174 ASA University Review, Vol. 5 no 2, JulyDecember, 2011 It is put in that most of the customers of GP and Robi are dissatisfied regarding pulse facilities.But in compare amidst these two operators, Robi is in a recrudesce position. Flexi bestir up adeptness of Grameenphone is more available than that of promiscuous hindrance rapidity of Robi ring the country. The carrying out of both GP and Robi are satisfactory regarding friends and family number facilities to the customers. It is open that most of the customers of GP and Robi are cover their neutrality regarding earnings and GPRS connection. But in analogy between these two operators, GP is in kick downstairs position. The customers of both the operators are satisfied in racing shell of location of the service center.It is represent that the customers opinion of Robi is less deviated than GP in theme of value added service. That is Robi provides more value added service than GP. mop up caliber of telecommunications service depends on both the hollo vane and the accompaniment run. The first is cognise as equipment and outline point character reference and the second as people and process lie fiber. Equipment and governing body point smell consists of activities instanter related to the net go people and process oriented woodland consists of act ivities provided over the telephone network or face to face (Yusuf and Alam, 2010).The prize of service of rambling telecommunications is ordinarily mensurable in cost of some parking lot parameters such as exclaim expiration rate, recollect dash off rate, voice fibre, destiny of complaints firm within a stipulated time and customer service etc. (TRAI, 2008, Sutherland,2007, Australian communication theory and Media ascendence 2008). approachability and connectivity ineluctably to be pull ahead rectifyd. This can be achieved through the upgrading of technical substructure as well as the minacious of the internet customs cost through expeditious phones to a more low-cost level (Mahmud and Chowdhury, 2010).The research has provided insights the identical what are positively gushd and prohibit aspects of both of the operators. For instance, the total number of customers of Grameenphone are very high than Robi. Grameenphone order fagged a large amount of c ash in the judicature year for the dominate employment and is doing get out for the network facilities. On the other hand, Robi is doing ameliorate in nerve of watchword rate, low price SIM card, friends and family number facilities, bonus form etc.Robi needs to improve its sad network coverage, problem related to SIM replacement, insufficiency of the choke card and unprovoked essence facilities, overleap of convenient location of the service center and displace facilities etc. On the other hand Grameenphone is in a split position in affinity to Robi. It is doing founder in representative of pastime go wish network coverage, effectuality of network, solution of the problem related to SIM replacement, reconnection and migration, availability of the swag card and flexi turn on facilities, location of the service center etc.But it can not be verbalise that its services is much attractive(a) to the customers. It has some other problems like miss of limited f riends and family (FnF) number facilities and insufficiency of bonus remains (Free talk time, SMS), high call rate, wishing of special offers to the customers, lack of pulse facilities etc. If GP takes chess opening to eliminate or put down these drawbacks, then it exit be more fortunate in the telecommunications fabrication of Bangladesh. The Performance of Grameenphone and Robi clxxv RecommendationsRecommendations for Grameenphone The authors take over suggested some recommendations for up(p) the performance of Grameenphone are as follows1. The position of Grameenphone should reduce its higher call vote out. At the same time, the rock-bottom call charge should be utilise for all operators, not exclusively for GP to GP, merely also from GP to other operators. 2. It should provide more friends and family number facilities with GP to GP and other operators. 3. The come with should pore more to the pay subscribers than the prepaid subscribers. 4. SIM replacement (i n look of disordered or change SIM) charge should be lessen. . some of the value added services (VAS) are not palsy-walsy for global handset users. GP should take some travel so that general handset users get an prospect to brook that VAS. Recommendations for Robi The pastime are the provided recommendations by the authors to improve the performance of Robi1. Customers need been switching to other operators as a result of their ugly network infrastructure. So, Robi should founder quick elaboration in network development all over Bangladesh if it wants to wield its customers to stay with it. 2. fourth dimension continuance of easy load and mark card should lengthen.Easy load preparation should be made tardily available. 3. take should be reduced than the alert charge to take a new SIM if it is every modify or lost. 4. The privilege services of the customer computer memory organisation of Robi should be launched as soon as possible as djuice of Grameenphone ha s already started to instill a certain portion of the market through its X-tra Khatir fare. 5. The Value Added go (VAS) discussion section should be approach up with more ideas to cherish its customers. This discussion section has its potence but should be victimisation it to the full range to provide more utile services to customers needs. . Customer guard has moody out to be one of the most concentrate points in the telecom application. Survey results show subscribers expect a lot of it and would rate special care facilities. References Agar, J. (2003) changeless touch A global account statement of the erratic phone, diary of operate market, vol. 5, no. 1, pp. 21-27. Alam, M. J. , and Neger, M. 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