Grameenphone (GP) throughout its entire business operation puts persistent efforts to ensure

stakeholders' trust and confidence as governance and stakeholders' value are interconnected.
With this end in view, GP has been providing and maintaining innovative, user-friendly and
best-value telecommunications services to create sustainable stakeholders' value. Being a
responsible corporate entity, GP maintains adequate transparency and encourages sound
business conduct both in its in-house practices and in its external relationship with the
community as well as suppliers, customers and business partners. If we think about the service
of Grameenphone, It try to ensure the best Service towards its stakeholder and as a customer
we can mention the quality of service according to five dimension of service quality as below:


The Five Dimensions of Service Quality:
Reliability : Ability to perform the promised service dependably and accurately.
Assurance: Knowledge and courtesy of employees and their ability to convey trust and
confidence.
Tangibles: Physical facilities, equipment, and appearance of personnel.
Empathy: Caring, individualized attention the firm provides its customers.
Responsiveness : Willingness to help customers and provide prompt service.

RELIABILITY
Provide service as promised.
Dependability in handling customers service problems.
Perform services right the first time.
Maintain standard of service.
Always confirm the customer desire service correctly.
ASSURANCE
Make customers feel safe in their transactions.
Employees are consistently courteous and well mannered.
Employees have the knowledge to solve customer queries.
Make under promise and provide over delivery.
TANGIBLES
Visually appealing facilities. Ex: e-care service.
Employees have a neat, professional appearance.
Visually appealing materials associated with the service.
Always show respect to customers.
Good and well trained workforce.
EMPATHY
Give customers individual attention.
Employee always response the customer problem as their own.
Employee has the customers best interest at heart.
Employee understand the need of their customers.
Convenient business hours.
RESPONSIVENESS
Prompt service to customers.
Willingness to help customers.
Readiness to respond to customers requests.
Always welcome customer feedback.
24/7 customer service.
Always make the customer feel that Grameenphone is always with them.