Faculty of Business Administration

American International University-Bangladesh (AIUB)

Research report on
OVERVIEW OF MOBILE
TELECOMMUNICATION INDUSTRY
IN
BANGLADESH

Supervised to:
DR. A. F. M. MASUM RABBANI
Faculty
Department of Business Administration
American International University-Bangladesh

Submitted By:

Imtiaz ijaz Ahmed

ID # 14-97565-1
Section: C

Letter of Transmittal
Date: 06/07/2014
A. F. M. MASUM RABBANI Ph.D
Faculty
Department of Business Administration
American International University-Bangladesh

Subject: Submission of Research Report.

Sir,
It is a great pleasure and privilege to present the report titled Overview of mobile
telecommunication industry in Bangladesh. Which was assigned to me as a partial requirement
for the competition of Bachelor of Business Administration degree.
It is my great pleasure to work for a private commercial organization and gain an in-depth
knowledge on lending process and monitoring techniques. Throughout the study I have tried with
the best of my capacity to accommodate as much information and relevant issues as possible and
tried to follow the instructions as you have suggested. I tried my best to make this report as much
informative as possible.
I am grateful to you for your guidance and kind cooperation at every step of my endeavor on this
report. I shall remain deeply grateful if you kindly take some pen to go through the report and
evaluate my performance.

_______________________

Ahmed Imtiaz Ijaz

ID NO: 14-97565-1
Department of Business Administration
American International University-Bangladesh

Page 1 of 46

Acknowledgement
First, I would like to thank the Almighty Allah for giving me the opportunity to finish the report
properly.
I would like express my solemn feelings and gratitude to my report instructor DR. A. F. M.
MASUM RABBANI Lecturer Department of Finance American International UniversityBangladesh, whose expert supervision, continuous guidance and instructions has contributed
greatly in the preparation of this report.
I am preparing the report Overview mobile of mobile telecommunication industry in
Bangladesh I am very much obliged for cordial cooperation from executives officers and staffs
of Robi axiata Limited, Dhaka. I want to express my whole hearted gratitude to them for their
precious cooperation without which, it would not been possible to bring the report in present
form.

I would like to thanks Sheikh Shirajum Monir, Genaral manager,FAMR,Finance Deparment, my

internship supervisor. I could not prepare this report without his help. Thanks to him very much.

Last but not least, I am very much grateful to Gias Al Mamun, (Manager FAMR) gave me
opportunity to work in such a friendly environment and proper guidance me by his own

___________________
Ahmed Imtiaz Ijaz
ID NO: 14-97565-1
Department of Business Administration
American International University-Bangladesh

Page 2 of 46

 Executive Summary
The Telecoms sector in Bangladesh has seen growth in mobile penetration that has
exceeded all expectations with over 65.1 million subscribers as of September 2010 versus only 4
million in 2004. We believe that with a supportive regulatory environment, crossing 100 million
subscribers by 2013 is achievable. The rapid growth in mobile telephony has undoubtedly had a
transformative impact on the economy in terms of aggregate investment, FDI and productivity
levels. There have also been substantial benefits from greater connectivity in terms of social
cohesion and poverty alleviation. However the industry also faces a number of uncertainties,
including upcoming Telecom license renewals which expire in 2011 and the prospective
auction/issuance of 3G licenses where the cost of the licenses and capex requirements are still
unclear. A further key challenge is the slowdown in revenue growth, as subscriber growth is
netted out by falling voice tarif and the lower spending patterns of new users. A potential
constraint on the next phase of growing subscribers further is the high level of taxation on the
sector. The recent amendments to the Telecoms Act might also increase the risks of arbitrary
regulatory interventions. Greater internet penetration is of particular relevance to Bangladesh
given the priority given to "Digital Bangladesh" by the Government. This initiative ofers a
number of potential revenue enhancing opportunities to Telco operators. Fixed line penetration
continues to be low and so the opportunity lies with mobile, for voice and for data. Most people's
first experience of the internet will be mobile. With India's 3G auctions having been completed
on 19 May 2010 and service delivery under roll out process, we believe there are a number of
valuable lessons for the prospective evolution of 3G markets in Bangladesh. 3G networks are
expected to significantly enhance user experience of existing data services, with the introduction
of video and other high bandwidth services by carriers; to help 3G really gain adoption among
consumers, development of a mobile VAS ecosystem is critical. One of the key areas where
operators, equipment vendors and value added service providers in the industry are focused is the
rising importance of convergence and its impact on consumer spending patterns. In this report,
we provide both an outline of the sector including the major players, data, VAS, regulatory
issues and future opportunities. We hope it is a useful tool for current and future prospective
investors.

Page 3 of 46

Particulars

Page
No.

Letter of Transmittal

Acknowledgement

II

Executive Summary

III

Chapter 1: Generalities to the Study

05-08

Telecommunication sector in Bangladesh

1.2 Formation of Bangladesh Telecommunication Regulatory Commission
1.3 Privatization & Regulatory structure of Telecommunication Services:
1.4 Statement of the Problems
1.5 Scope and Limitation of the Study
Chapter 2: Literature Review & related study
2.1 The rivals and brief company profile of these rivals
2.2 Product Positioning
2.3 Bangladesh Mobile Operators Market Share
2.4 Bangladesh Telecom Network Topology
2.5 Bangladesh telecommunication bring mobile data revolution 3.5G
2.7 Organization Structure
2.8 Mobile phone subscribers in Bangladesh
Chapter 3: Research Methodology

06
06
07
08
08
09-19
10-12
13
14
14
15-16
18
19
20-23

3.1 Research Methodology

3.2 Methodology
3.3. Definition of the Population
3.4 Sampling Method
Chapter : 4 Research framework
Chapter : 5 Presentation of data and critical discussion of result
5.1 Mobile Operators' Subscribers (mn) according to last four year
5.2 Mobile Value Added Services
5.3 Mobile Phones Boost Economic Growth
5.4 Framework of the Bangladesh Telecommunications Sector
5.5 Questionnaire Survey portion:
5.5.1 SATISFACTION REGARDING NETWORK COVERAGE
5.5.2 EFFECTIVENESS OF NETWORK
5.5.3 SATISFACTION REGARDING CALL RATE
5.5.4 SPECIAL OFFERS TO THE CUSTOMERS
5.5.5 LOCATION OF THE SERVICE CENTER
Chapter 6: Major Findings
6.1: Recommendations & Conclusion
6.2: Questionnaire & Appendix

21
21
21
22
23-24
25-38
26-27
27-29
30-31
32
33
34
35
36
37
38
39
40-41
42-46

1.1

Page 4 of 46

Chapter: 1
Generalities to the Study

Page 5 of 46

(1.1)

Telecommunication sector in Bangladesh

Telecom is a fast changing dynamic sector. Continuous change in technologies and opportunities
created by such change and consequent impact on the customer/user necessitates changes and
adaptation of policies in the sector. Countries which respond timely and appropriately to such
change grow successfully whereas others who fail, lag behind, remaining trapped in the vicious
circle of poverty and under-development.
Bangladesh being a developing country is fast trying to catch up with the developed world, and
adapt its policies, in response to changing needs, opportunities and requirements in different
sectors, including the telecom sector.
Due to the inherent dynamism of the telecom sector and the speed with which the change is
taking place therein, there is a convergence of technologies, of knowledge, expertise, experience,
and of policies and strategies, to achieve defined policy objectives.
In order to materialize the strategic vision behind liberalization of the telecom sector, the
Bangladesh Govt. announced the national Telecom Policy 1998, with the main objective of
creation of an environment of competition by establishing market oriented regime, appropriate
sets of regulations, standards, procedures, conditions and investment climate so that the users
have multiple choices for access to networks and market of different services, systems and
carriers at a competitive and reasonable price. With a view to ensuring a level playing field for
all operators in multi-operator environment, the Government in pursuance of the Bangladesh
Telecom Act (BTA) 2001, established in July 2001, the Bangladesh Telecom Regulatory
Commission (BTRC) which started its operation from 31st January, 2002. Previously, the
Govt.s Telecom Department BTTB, as per the Telegraph Act 1885, had the exclusive privilege
of acting both telecom operator and regulator until 1995.
Presently there are seventeen operators in Bangladesh. Among these six are mobile operators and
others are PSTN operators. The PSTN operators are Rankstel, Onetel, BanglaPhone, Jubok
Phone, Peoples Telecom, National Telecom.

(1.2)

Formation of Bangladesh Telecommunication Regulatory

Commission (BTRC)

With a view to ensuring a level playing field for all operators in a multi-operator environment,
the government in pursuance of the Bangladesh Telecom Act 2001 formed Bangladesh
Telecommunication Regulatory Commission (BTRC).
Bangladesh Telecommunication Regulatory Commission (BTRC)is an independent Commission
established under the Bangladesh Telecommunication Act, 2001 (Act no. 18 of 2001) published

Page 6 of 46

by Parliament in the Bangladesh Gazette, Extraordinary issue of 16th April, 2001. The BTRC
started functioning from the 31st January, 2002.

(1.3)

Privatization & Regulatory structure of

Telecommunication Services:

The Telecom sector of the country has been liberalized for private investment. Bangladesh T&T
Board provides all types of telecommunication services in urban and rural areas while the
mobile, paging and radio trunking services are offered by private operators. Private operators
were also given license to install and operate digital exchanges in rural areas and they would
install telephone exchanges in phases. Table-1 shows the list of the private operators.

Pacific Bangladesh Telecom. Limited (PBTL)

Bangladesh Telecom (Pvt) Limited (BTL)
Bangladesh Rural Telecom Authority (BRTA)
Grameen Phone (GP)
Orascom Telecommunication
TeletalkBangladeshLtd.(TBL)

Airtel Telecom
Orascom Telecom Bangladesh Limited (Banglalink)

Page 7 of 46

(1.4)

Statement of the Problems

In the proposed study, the key questions that have been identified for investigating overall performance of
the company and their structure. The following questions to be answered by the study:

How can they manage their customer satisfaction level?

How can they evaluate their operating in different segment area?
What are the method are they following to effective quality service?
What are the standard are they follow to managing their Asset regarding telecommunication
sector?

(1.5)

Scope and Limitation of the Study

The main problem faced in preparing the report was the inadequacy and lack of availability of
required data. This report is an overview telecommunication industry in Bangladesh but there are
some limitations which may hinder my work, are as follows:

Difficulty in accessing latest data of internal operations.

It is difficult to provide customer related information regarding their service.
To continue study in such a vast are requires a big deal in time. Report making after the
job period was tough to furnish the big report.
To collect the secret information was also very difficult for me because of the excessive
nature of confidentiality maintained by the officials.
Available and latest data also could not be verified. In most cases I simply did not have
any option but to furnish with data without verification.

Page 8 of 46

Chapter: 2
Literature Review
&
related study

Page 9 of 46

(2.1)

The rivals and brief company profile of these rivals

Grameen phone
Grameenphone is a GSM (global system of mobile communication)-based cellular operator in
Bangladesh. It has started operations on March 26, 1997. It is partly owned by Telenor (62%)
and Grameen Telecom (38%). Grameenphone is the largest and the fastest growing cellular
telephone network in Bangladesh. At the end of 2008, it had about 5200 BTS (Base Tower
Stations) around the country. Grameenphones
stated goal is to provide cost-effective and quality
cellular services in Bangladesh. According to GP
the logo symbolizes trust, reliability, quality and
constant progress.
The name of present CEO of GrameenPhone is
Odver Heszedal.
The name Grameenphone was kept as part of the new identity because the name Grameenphone
carries with it all of the heritage, success and values of the companies past, added the then CEO
of Grameenphone Erik Aas.
Hawaii, and Ericsson provides technological support to GrameenPhone. The tower range of GP
exists 5-7 km. The technology used by Grameenphone is 1G (First Generation) which is
supportable to 2G (Second Generation).

Banglalink
With a slogan of making it difference- banglalink started
operations in February 2005. Previously, it was known as Sheba
Telecom Pvt. Ltd that had been providing GSM (global system of
mobile communication) services in Bangladesh since 1998.
Orascom Telecom bought 100% share of Sheba Telecom in 2004
and gave its new name as banglalink.
Banglalink, is the second largest cellular service provider in
Bangladesh. It is a wholly owned subsidiary of Orascom Telecom.
In August, 2006, banglalink became the first company to provide
free incoming calls from BTTB for both postpaid and prepaid
connections.
The name of present CEO (Chief Executive Officer) of banglalink is Ahmed Abu Domer.

Page 10 of 46

The logo of the company is designed on keeping the national animal i.e. Royal Bangle Tiger in
mind, which symbolize to the faster growth. banglalink serves their customers with more than
700 CCP(Customer Care Point). Till now banglalink has invested 6,324 cores BDT. for the
development of network and infrastructure.
Nokia-Siemens network & Hawaii provides technological support to banglalink. The tower range
of banglalink exists 5-9 km. in case sometime it varies to about 13-15 km. The technology used
by banglalink is 1G (First Generation) which is supportable to 2G (Second Generation).

Telecommunication sector
Telekom Malaysia International Bangladesh (TMIB) Limited is a joint venture between Telekom
Malaysia Sdn. Bhd. (70%) and NTT DoCoMo (30%).
It is the third largest mobile phone operator in Bangladesh in
terms of revenue and subscribers. In early 2008 Aktel slipped
from the second position to the third after facing fierce
competition from banglalink.
Telecommunication sector launched its operations on the 15
November, 1997 in Dhaka and on 26 March, 1998 in
Chittagong. Its founding chairman is Late Mr. Zahiruddin Khan,
an ex-commerce minister. Telecommunication sector was
formed as a joint-venture between Telekom Malaysia and A.K.
Khan Company. All along through its insception it was ranked
as No.2 mobile operator and was placed far behind the industry
leader GrameenPhone in terms of revenue and no. of subscribers.

Citycell
Citycell (Pacific Bangladesh Telecom Limited) is the first mobile
communications company of Bangladesh. It is the only CDMA
(Code division multiple access) network operator in the country.
Citycell is currently own by Singtel with 45% stake and the rest
55% owned by Pacific Group and Far East Telecom.
Michel Seymour is the present CEO of Citycell.
Hawaii, Ericsson & Motorola provides technological support to
Citycell. The tower range of Citycell exists to 5-6 km. in case
sometime it varies to about 9 km. (Max.) The technology used by Citycell is CDMA1X (Code
division multiple access). Citycell is consolidating its position in wireless data by launching their
Zoom EV-DO (evaluation data optimize) for the broadband wireless internet service. Although
CDMA1X technology is the latest technology citycell could not flourishing the companies
market position although it was the first company to launch Mobile cellular phones.

Page 11 of 46

 Teletalk
Teletalk Bangladesh Limited is a public limited company, registered under the Registrar of the
Joint stock companies of Bangladesh. Total shares owned by the Government of the Peoples
Republic of Bangladesh. They continue to grow and engage their customers through their clear
commitment to offering high quality products and
services as well as leading customer retention and
loyalty programmers. Teletalk continues to be a part of
the revolution thats connecting millions of
Bangladeshi people and around the world.
Teletalk Bangladesh limited was established keeping a
specific role in mind. Teletalk has forged ahead and
strengthened its path over the years and achieved some
feats truly to be proud of, as the only Bangladeshi mobile operator and the only operator with
100% native technical and engineering human resource base, Teletalk thrives to become the true
peoples phone Amader Phone.

Airtel
Airtel Telecom International Ltd. is a GSM-based cellular operator in Bangladesh. Airtel is the
sixth mobile phone carrier to enter the Bangladesh market. It is currently struggling but is trying
to find a way out.
Airtel officially launched their commercial services
in Bangladesh on the May 10, 2007 with a GSM
Mobile Cellular network covering 64 districts of the
country and encompassing 70% of the mobile phone
using population- the single largest launch the
country has ever seen.
In December 2005, Airtel Telecom International
LLC paid $50 million dollars (US) to obtain a GSM license from the BTRC and became the
sixth mobile phone operator in Bangladesh. Airtel is adopting Wi-Max which will definitely
supported by the 3G (NGN) network
The present CEO of AIRTEL Mr. Munir Farooqui.

Page 12 of 46

(2.2)

Product Positioning

Page 13 of 46

(2.3)

Bangladesh Mobile Operators Market Share

Below is a table that reflects the current competition of the market. Number of subscribers for
the Mobile Phone operators is shown below:
Operators

Sep,2007 Sep,2008 Sep,2009 Sep,2010

Grameen Phone Ltd. (GP)

Telecommunication sector Axiata
Limited
Sheba Telecom Ltd. (Banglalink)
PBTL (Citycell)
Teletalk Bangladesh Ltd. (Teletalk)
Airtel Telecom International L.L.C
(Airtel)
Total

15.14
6.70

20.82
7.63

21.98
10.56

28.654
11.707

6.02
1.32
0.68
1.56

10.14
1.74
0.9
3.86

12.13
1.97
1.07
2.69

18.107
1.907
1.183
3.581

31.42

45.09

50.4

65.142

(2.4)

Bangladesh Telecom Network Topology

Page 14 of 46

 Supplementary services
Services:
:

(2.5)

Call Waiting and Call Holding

Call Forwarding
Call Conferencing
National Roaming-Both way
Dedicated Customer Services
Music
Entertainment
Downloads
Internet & Data Services
Messaging
Community & Chat
Information & Services
Mobile Assistance
Education & Career

Bangladesh telecommunication bring mobile data revolution

via 3.5G

In September, Bangladesh entered a new era in communications with the launch of third
generation (3G) mobile network service, which is expected to offer faster internet access for
millions of users. information and communication technology experts and economists are
anticipating that the new service, to be offered by five cell phone providers, will open up new
business and job opportunities for the country's youth.
Margoob Chowdhury, a Bangladeshi who works for Singapore-based Research in Motion,
predicted "phenomenal" growth in certain sectors over coming years. Faster internet browsing
will facilitate all kinds of online businesses, he told Khabar South Asia. "The mobile app
development sector will grow phenomenally, as more subscribers will be downloading and using
the apps on their phones," he said.

Page 15 of 46

During a September 8th auction of the 3G spectrum, four major privateoperators.Grameenphone,

Banglalink, Telecommunication sector and Airtel paid $525m to the
BangladeshTelecommunication Regulatory Commission (BTRC) to secure licences.
Grameenphone bought 10 Mhz, while Banglalink, Telecommunication sector and Airtel each
bought 5Mhz. State-owned operator Teletalk is already providing 3G services on an
experimental basis. Grameenphone, which covers 44% of the mobile market, launched
Bangladesh's first 3G network on September 29th, with service to Chittagong and Dhaka. Now it
is all over bangladesh

Potential service offering in 3G and their target segment

Page 16 of 46

(2.6)

GREEN TECHNOLOGY GOVERNANCE OFFICE

Green Vision
Dialing for sustainable future
Green Mission
Committed to environmentally sustainable business
Practices through responsible use of resources
Key Initiatives
Green BTS
Efficient fleet management
Reducing electricity wastage
Less paper consumption
Virtualization
Unified communication
Infrastructure sharing

Page 17 of 46

(2.7) Organization Structure

Company
Secretary

Internal Audit

Board of Director

Managing
Director

Chief Operating Officer

Chief Financial Officer

IT
Finance

Corporate
Strategy

Technological

Sales
Marketing
Human Resource
Coordination &
Regulation

Corporate
Affairs
Customer service
Regional Director
Chittagong

Page 18 of 46

(2.8) Mobile phone subscribers in Bangladesh

Mobile phone subscribers have reached at 97.180 Million in Bangladesh:

Operators
Grameen Phone Ltd. (GP)
Orascom Telecom Bangladesh Limited (Banglalink)
Telecommunication sector Axiata Limited
(Telecommunication sector)
Airtel Bangladesh Limited (Airtel)
Pacific Bangladesh Telecom Limited (Citycell)
Teletalk Bangladesh Ltd. (Teletalk)

Active Subscribers*
40.021
25.883
21.039

Total

7.051
1.536
1.650
97.180
*Subscribers in Millions

Mobile phone operator Subscribers in Bangladesh

Grameen Phone Ltd. (GP)
22%

27%

1%

7%

Orascom Telecom Bangladesh

Limited (Banglalink)

Robi Axiata Limited (Robi)

3%
Airtel Bangladesh Limited (Airtel)
2%

41%

Pacific Bangladesh Telecom Limited

(Citycell)
Teletalk Bangladesh Ltd. (Teletalk)

Page 19 of 46

Chapter: 3 &4
Research Methodology
&
Research Framework

Page 20 of 46

(3.1)

Research Methodology

The broad objective was defined at first. This broad objective was fragmented into some smaller,
clearer, specific objectives.
Broad Objective:
The broad objective of this study is to know about the Tele history of Bangladesh and
analyze the present Customer Satisfaction of telecommunication in Bangladesh. and how
to improving it.
Specific objectives:
To focus on the competitive advantages enjoyed by the telecommunication Bangladesh.
over its competitors.
To understand the need gap of mobile services in different regions of Bangladesh
To know the preferences and expectations of the subscribers from a government owned
mobile service providers in Bangladesh
To know subscribers perception of the current mobile services offered by existing
providers in Bangladesh
To measure the sensitivity towards Tariff structure and acquisition cost of mobile
connections.
To measure the present and past financial condition of telecommunication industry and
compare with each other. Find the financial problem and the solution from it.

(3.2)

Methodology:
At first I collect the primary and secondary data from various source of
information. These data will be following by several steps in given below:

A) Sampling:

(3.3) Definition of the Population:

Two major types of population were targeted for the study. Subscribers of different mobile
operators are mainly the targeted population. There are many categories of mobile subscriber.
For example, businesspersons, corporate clients, small and medium sized enterprises, employees,
professionals, students all are Mobile subscriber. Therefore not all mobile subscribers have been
considered as the population of this study. Rather, only the educated and organizations were
considered as the population of the study.

Page 21 of 46

(3.4) Sampling Method:

Multistage random sampling was used for the selection of the sample. Since two types of target
market were considered, the sampling was done in two different phases. Sampling of
organizations sampling of mobile subscribers.
Primary Source:
Questionnaire survey: I survey on dealers, subscribers and retailers and business market. My
sample size is 200. But I consider the best 30 samples for implementing the information. It helps
me to collect the information about the SWOT analysis of telecommunication of Bangladesh Ltd
and the market position of the company.
Interview collection from Management: I cover up the face-to-face and telephone interview
among the interviewee for getting the vital information.
Conversion to the others: I have done the conversation among each other in the group and also
discuss with my course instructor to institute the formation of report.
Secondary Study:
A monthly business magazine on Mobile phone technology named GSM Technology
published in the Bangladesh was extremely helpful for the study. This study could be more
informative if more issues of the magazine could be collected. The magazine focuses on the
Mobile phone technology all over the world. The prime secondary source was different telecom
website, Goggle website, monthly magazine; some information was collected from the Internet
from various web sites.
Data Analysis:
No complex analysis was performed in this study because this very new topic needs a primary
research in our country. May be this primary study will then show the ways to go for in-depth
study which may require more complex analysis of data. Method of rank order was conducted to
find out the most important factors affecting the choice of Mobile Phone Company by
subscriber.

Page 22 of 46

 Limitations:
The major limitation of the report is that it is mostly based on secondary studies and partially on
primary analysis. Another limitation of the report is that it does not at the mobile industry
comparing other substitutes and present investment environment of the country.
As, I had more dependence on the secondary sources, so there might be some level of inaccuracy
with those collected information. Though, adequate verification and cross checking was used, to
minimize the error level. Confidential information regarding past marketing and sales
information was not accurately obtained. Alike all other business holders also very conservative
and strict in providing those information. Still I had tried my best in obtaining that sensitive
information, as much as possible. Many of the analysis on the obtained data are based upon my
sole interpretation. This in result might bring some biases, as lack of knowledge and depth of
understanding might hinder me to produce an absolute authentic and meaningful report.

Research Framework
Theoretical Framework

Page 23 of 46

Conceptual Framework

Customer
satisfation
Brand
Satisfaction

Brand
Awareness

Quality
service

Telecomunication
Industry

Marketing
Strategy

Page 24 of 46

Chapter:5
Presentatiom of data
and

critical discussion of result

Page 25 of 46

(5.1) Mobile Operators' Subscribers (mn) according to last

four year
Mobile Operators' Subscribers
(mn)
30
20
10
0

Year 1

Year 2

Year 3

Year 4

22

23.3

23.9

26.5

Series 1

Grameenphone

Mobile Operators' Subscribers

(mn)
20
10

Telecommunic
ation sector

Year 1

Year 2

Year 3

Year 4

12.1

13.9

14.2

16.1

Series 1

Mobile Operators' Subscribers

(mn)
20

Banglalink

10
0
Series 1

Year 1

Year 2

Year 3

Year 4

11

11.9

13.4

14.5

Page 26 of 46

Airtel
Axis Title

Mobile Operators' Subscribers

(mn)
3.5
3
2.5
2

Year 1

Year 2

Year 3

Year 4

2.7

3.2

Series 1

(5.2) Mobile Value Added Services

Page 27 of 46

Mobile Banking

The vast majority of the Bangladeshi population live in rural areas, outside the coverage of traditional
banking services. Less than 5% of the population, most of whom are primarily located in urban
centers, have bank accounts. On the other hand 40 million or 30% of the population have mobile
phones, and the penetration of mobile technology is increasing day by day.
Mobile Banking: Mobile banking (also known as M-banking or SMS banking) is a term
used for performing balance checks, account transactions, payments etc. via a mobile
device such as a mobile phone. Mobile banking is most often performed via SMS or the
Mobile Internet but can also use special programs downloaded to a mobile device. The
standard package of activities that mobile banking covers are: mini-statements and
checking of account history; alerts on account activity or passing of set thresholds;
monitoring of term deposits; access to loan statements; access to card statements; mutual
funds/equity statements; insurance policy management; pension plan management; status
on payment of cheques; ordering cheque books; balance checking; recent transactions; due
date of payment (functionality for stop, change and deleting of payments); PIN provision,
change of PIN and reminder over the internet; blocking of (lost/stolen) cards; domestic and
international fund transfers; micro- payment handling; mobile recharging; commercial
payment processing; bill payment processing; peer to peer payments; and deposit at
banking agent. The advent of mobile technology can enable banks to have a presence in
rural areas instead of a traditional branch-based environment. Thus, m-Payment/ mcommerce will play a significant role for both the un-banked and banked population. This
particular payment service will eventually facilitate a comprehensive payment distribution
channel for the quick delivery of international and domestic transfer of funds in rural areas.
The service can also provide a new channel to facilitate new account acquisition for banks,
utility bill payments, point-of-sale purchases, and funds transfers Person to Person, Person
to Business, Person to Govt, and versa. Although some forms of mobile payment such as
utility bill payments and rail ticket purchasing has started, no standard on this has been
established yet. Strategic priorities in this area would be developing policy guidelines in
areas such as mobile banking and payment through mobile phone.

Mobile Health
Growing interest in the field of mHealththe provision of health-related services via mobile
communications - reects a growing body of evidence that demonstrates the potential of mobile
communications to radically improve healthcare serviceseven in some of the most remote and
resource-poor environments. In Bangladesh Grameenphone is already providing "789 Healthline
Services" to all subscribers where consultations are available over the phone for medical advice,
emergency advice, information on drugs and lab test advice. The initiative was awarded the
GSMA Award for "Best Use of Mobile for Social and Economic Development" at the 3GSM
World Congress held in Barcelona, Spain in February 2007. This section draws heavily on the

Page 28 of 46

excellent report " M-Health for Development: The Opportunity for Mobile Technology for
Healthcare in the Developing World" by Vital Consulting on behalf of the United Nations
Foundation and the Vodaphone Foundation Technology Partnership which we will refer to as
M-Health (2009). The report notes that a growing number of developing countries are using
mobile technology to address health needs. The mHealth field is remarkably dynamic, and the
range of applications being designed is constantly expanding. The key applications form Health
in developing countries are:

Education and awareness

Remote data collection
Remote monitoring
Communication and training for healthcare workers
Disease and epidemic outbreak tracking
Diagnostic and treatment support

E-Commerce and Cell Bazaar

E-COMMERCE:
Electronic commerce, commonly known as e-commerce or eCommerce, or e-business consists
of the buying and selling of products or services over electronic systems such as the Internet
and other computer networks. The amount of trade conducted electronically has grown
extraordinarily with widespread Internet usage. The use of commerce is conducted in this way,
spurring and drawing on innovations in electronic funds transfer, supply chain management,
Internet marketing, online transaction processing,electronicdatainterchange(EDI),inventory
management systems, and automated data collection systems. Modern electronic commerce
typically uses the World Wide Web at least at some point in the transaction's lifecycle,
although it can encompass a wider range of technologies such as e-mail as well.
A large percentage of electronic commerce is conducted entirely electronically for virtual
items such as access to premium content on a website, but most electronic commerce involves
the transportation of physical items in some way. Online retailers are sometimes known as etailers and online retail is sometimes known as e-tail. Almost all big retailers have electronic
commerce presence on the World Wide Web.

Electronic commerce that is conducted between businesses is referred to as business-tobusiness or B2B. B2B can be open to all interested parties (e.g. commodity exchange) or
limited to specific, pre- qualified participants (private electronic market). Electronic commerce
that is conducted between businesses and consumers, on the other hand, is referred to as
business-to-consumer or B2C. This is the type of electronic commerce conducted by
companies such as Amazon.com. Online shopping is a form of electronic commerce where the
buyer is directly online to the seller's computer usually via the internet. There is no
intermediary service. The sale and purchase transaction is completed electronically and
interactively in real-time such as Amazon.com for new books. If an intermediary is present,
then the sale and purchase transaction is called electronic commerce such as eBay.com.

Page 29 of 46

Electronic commerce is generally considered to be the sales aspect of e-business. It also

consists of the exchange of data to facilitate the financing and payment aspects of the business
transactions.

(5.3) Mobile Phones Boost Economic Growth

Waverman et al (2005) have found that mobile telephony has a positive and significant impact
on economic growth. Extra 10 mobile phones per 100 people in a typical developing country
added 0.6 percentage points of growth in GDP per capita, and this impact is about twice as large
in developing countries than in developed countries. As Qiang (2009) noted "the results concur
with the theory that mobile phones in less developed economies are playing the same crucial role
that fixed telephony played in the richer economies in the 1970s and 1980s. Mobile phones
substitute for fixed lines in poor countries, The World Bank study also found that all information
and communications technologies promote growth more efectively in developing countries than
in developed ones. This is because Telecommunications services help improve the functioning of
the markets, reduce transaction costs and increase productivity through better management in
both the public and private sectors. These issues were more acute in developing economies than
in developed ones. Therefore, developing countries gain more by resolving some of them
through better access to telecommunications. Waverman (2005) notes that "Investment in
telecoms generates a growth dividend because the spread of telecommunications reduces costs of
interaction, expands market boundaries, and enormously expands information ows."

Access to communications: Mobile phones provide

the ability to communicate to those sectors of the community typically underserved by fixed line
technology. This is particularly notable in developing countries where fixed line services are
often not extended beyond the major urban areas and the connection and line rental prices are
unaffordable to many. By achieving high population coverage, the sale of top-up cards in small
denominations and improved affordability through low mobile handset prices, mobile telephony
often replaces fixed line as the provider of universal service.

Social impacts: Economic migration, from rural to urban areas and, increasingly,
overseas has led to dispersion of family members. Mobile phones are facilitating regular
communication and also allowing for wealth transfer, for example through mobile
remittances. Mobile phone services also provide a structure for the wider sharing of
Internet access in developing countries.

Page 30 of 46

Productivity: Mobile phones allow businesses to both develop and prosper through the
provision of timely information and communications on the move. Positive efficiency
effects can be seen in both the formal and informal sectors, for example through SMS
based price notifications in the agricultural industry. A particularly high direct impact
was found within Bangladesh as a result of the high level direct investment by the MNOs,
mainly in rolling out nationwide GPRS, and the high level of domestic manufacture of
civil work infrastructure. Deloitte found that, for example, mobile services.
Reduce transaction costs: Improvements in the information ows between buyers and
sellers allow for the trading of information without travelling.
Provide opportunities for business expansion: In the small trade and import / export
businesses at the Odessa seaport, Ukraine, mobile communications proved a powerful
tool to estimating demand, updating estimates and finding new customers.
Encourage entrepreneurialism: Mobile phones reduce the cost of starting and running
businesses. Many women in Pakistan have been able to start small businesses for the
provision of beauty and hairstyle services, without the need to incur the initial costs of
setting up beauty salons. Taxis are often shared in Thailand with a mobile phone being
used to agree time shares.
Improve the ability to search for employment: This is particularly important for
countries such as Serbia which has high unemployment (20%) or Thailand where there is
a high-level of temporary, informal employment.
Facilitate mobile banking: This reduces the need to "meet in person" to conduct
business.

Direct contribution of mobile operators at

GDP 2010
Bangladesh
India
Pakistan
Viet nam
srilanka
0
Series 1

0.5
srilanka
1.5

1
Viet nam
3.2

1.5

2
Pakistan
1.8

2.5
India
2.6

3.5

Bangladesh
2.3

MNO revenues as % of GDP

Page 31 of 46

(.1)

Framework of the Bangladesh

Telecommunications Sector

Page 32 of 46

(.2)

Questionnaire Survey portion:

Apart from the information gathered by me via application of personal one-to-one and group
communication procedures, I also carried out a short survey, to gather the perception of the
employees with respect to the effectiveness of the Finance department work activity.

Survey
Questionnaire survey: I survey on dealers, subscribers and retailers and business market. It helps
me to collect the information about the SWOT analysis of telecommunication of Bangladesh Ltd
and the market position of the company. Total 200 customers (100 customers of Robi and 100
customers of Grameenphone) were surveyed through the convenience sampling method with
questionnaire. The questionnaire consisted of 40 questions. The questionnaire was pre-tested
(piloted) on a convenience sample of 30 respondents of both cell phone companies from Dhaka
city. The aim was to check that the issues were pertinent and the questions were clear,
understandable, and comprehensible. The layout of some questions was modified and further
improvements were done as a result of the pilot study

Sample Questionnaire
A sample questionnaire of the survey is given in the appendix.

Sampling
A sample is some part of a larger body specially selected to represent the whole. Sampling is the
process by which this part is chosen. Sampling then is taking any portion of a population who are
working in finance department. For a sample to be useful, it should reflect the similarities and
differences found in the total group. The main objective of drawing a sample is to make
inferences about the larger population from the smaller sample.

SPSS Analysis
Data analysis
A five-point Likert type scale statements were used to measure the variables where 1 stands for
strongly disagreed and 5 stands for strongly agreed effect on the statements (Luthans, 2002).
After collection of primary data, hypotheses were formulated and paired samples t-test was used
to test the hypotheses with 0.05 level of statistical significance. The statistical computer package
SPSS version 16.0 was used to analyze the data.

Page 33 of 46

( 5.5.1) Table 1
SATISFACTION REGARDING NETWORK COVERAGE
Frequency
Options
Company Name

Grameen phone

Banglalink

34
55
11
0
0
100
4.23
.63333
14.97

Highly Satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied
Total
Mean Value ( x )
Standard Deviation (SD)
Coefficient of Variation (CV)

15
46
29
8
2
100
3.64
.90476
24.86

From the above table, it is found that 34% respondents of GP are highly satisfied and 55%
respondents are satisfied regarding network coverage. On the other hand, 15% respondents of
Banglalink are highly satisfied and 46% respondents are satisfied and 29% respondents showed
their neutrality regarding network coverage. Here mean value of GP and Banglalink respondents
regarding network coverage are respectively 4.23 and 3.64 and the coefficient of variation are
respectively 14.97 and 24.86, which indicate that GP is in a very strong position than Banglalink.

SATISFACTION REGARDING NETWORK COVERAGE

Axis Title

45
40
35
30
25
20
15
10
5
0

Grammen Phone

29

40

24

Banglalink

26

37

28

Page 34 of 46

(5.5.2)Table 2
EFFECTIVENESS OF NETWORK
Frequency
Options
Company Name

Grameen phone

Highly Satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied
Total
Mean Value ( x )
Standard Deviation (SD)
Coefficient of Variation (CV)

Banglalink

25
62
13
0
0
100
4.12
.60769
14.75

18
26
32
15
9
100
3.29
1.19168
36.22

Customers also give importance on the effectiveness of the network. shows that 62% customers
are satisfied and 25% customers are highly satisfied about the effectiveness of network of GP.
On the other hand, 32% customers were neutral in their opinion towards the effectiveness of
network of Banglalink. Of whom 26% customers were satisfied and 18% customers were highly
satisfied. The mean value of customers response towards the effectiveness of network of GP is
4.12, which lies in satisfied category, while mean value of Banglalink is 3.29 which lies in
neutral category of customers opinion. The coefficient of variation of GP and Banglalink are
respectively 14.75 and 36.22 which indicate that the opinion of the customers of GP is less
deviated than Banglalink.

EFFECTIVENESS OF NETWORK
50
Axis Title

40
30
20
10
0

Grammen Phone

29

40

24

Banglalink

26

37

28

Page 35 of 46

(5.5.3)Table 3
SATISFACTION REGARDING CALL RATE
Frequency
Options
Company Name

Grameen phone

Highly Satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied
Total
Mean Value ( x )
Standard Deviation (SD)
Coefficient of Variation (CV)

Banglalink

0
0
12
73
15
100
1.97
.52136
26.46

18
31
48
3
0
100
3.64
.81054
22.27

From it is found that 48% respondents of banglalink showed their neutrality and 31% and 18%
respondents were respectively satisfied and highly satisfied. On the other hand, 73% GP
customers are dissatisfied and 15% are highly satisfied towards the call rate. Here mean value
of GP and banglalink respondents are respectively 1.97 and 3.64 indicate that banglalink is in
strong position than GP regarding call rate. The value of CV of Rabi and GP are 22.27 and
26.46 accordingly. It is observed that the CV of banglalink is lower than GP. That means the
customers of banglalink perceived low call rate than that of GP.

SATISFACTION REGARDING CALL RATE

80
Axis Title

60
40
20
0

Grammen Phone

12

73

15

Banglalink

18

31

48

Page 36 of 46

(5.5.4) Table 4
SPECIAL OFFERS TO THE CUSTOMERS
Frequency
Options
Company Name

Grameen phone

Highly Satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied
Total
Mean Value ( x )
Standard Deviation (SD)
Coefficient of Variation (CV)

Banglalink

9
12
37
32
10
100
2.78
1.07853
38.80

21
39
26
14
0
100
3.67
.96457
26.28

Customers always expect that their operators will give some special offers to them regularly. The
operators, who are providing special offers to customers, are getting more customers.
reveals that about 39% respondents of banglalink are satisfied and 26% are neutral. On the other
hand, 37% GP customers are showing their neutrality and 32% was dissatisfied regarding special
offers to the customers. Mean value of GP and banglalink respondents regarding special offers to
the customers are respectively 2.78 and 3.67 and the coefficient of variation are respectively
38.80 and 26.28. It indicates that banglalink is in a better position than GP in providing special
offers to the customers.

SPECIAL OFFERS TO THE CUSTOMERS

Axis Title

45
40
35
30
25
20
15
10
5
0

Grammen Phone

29

40

24

Banglalink

26

37

28

Page 37 of 46

(5.5.5)Table 5
LOCATION OF THE SERVICE CENTER
Frequency
Options
Company Name

Grameen phone

Highly Satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied
Total
Mean Value ( x )
Standard Deviation (SD)
Coefficient of Variation (CV)

Banglalink

29
40
24
7
0
100
3.91
.90000
23.02

26
37
28
9
0
100
3.80
.93203
24.53

This table shows that 40% customers are satisfied and 29% customers are highly satisfied 24%
customers showed their neutrality regarding location of the service center of GP. On the other
hand, 37% customers were satisfied towards location of the service center of Banglalink. Of
whom 28% customers were neutral and 26% customers were highly satisfied. Here mean value
of GP and Banglalink to the customers satisfaction regarding location of the service center are
respectively 3.91 and 3.80 and the coefficient of variation are 23.02 and 24.53 indicate that GP is
in a better position than Banglalink.

LOCATION OF THE SERVICE CENTER

Axis Title

45
40
35
30
25
20
15
10
5
0

Grammen Phone

29

40

24

Banglalink

26

37

28

Page 38 of 46

MAJOR FINDING
All of the SPSS tests are found significant from the research. So, it is concluded Though I have
provided on spot analysis in the headings associated with the telecommunication sector and their
activity, I am further presenting some information based upon the opinions and results which
were determined by the survey carried out.
Most of the telecommunication customers have given their opinion in favor of
effectiveness of network.
The customers of Airtel perceived low call rate than that of GP.
GP is in a strong position than Robi regarding availability of SIM card.
It is found that the opinion of the customers of Robi is less scattered than GP i.e Robi
Offer low price SIM card.
All telecommunication companies try to establish their own customer relationship respect
to other country.
It is observed that Robi and banglalink is in a better position than GP in providing special
offers to the customers.
Many telecom companies customers are enjoying more free talk time & bonus facilities
than GP customers.
Flexi load facility of Grameenphone is more available than that of easy load facility of
Other companies surrounding the country.
The performances of all telecommunication companies are satisfactory regarding friends
and family number facilities to the customers.
It is found that most of the customers of GP and Robi are showing their neutrality
regarding Internet and GPRS connection. But in comparison between these two
operators, GP is in better position.
Bangladesh telecommunication company can improve the Accounting information
system by implementing a Central software system.
The customers of mobile operators are satisfied in case of location of the service center.

Page 39 of 46

RECOMMENDATIONS
The authority of Grameenphone should reduce its higher call charge. At the same time,
the reduced call charge should be applied for all operators, not only for GP to GP, but
also from GP to other operators.
Companies should provide more customer benefit regarding their services.
Companies should focus more to the prepaid subscribers than the post-paid
subscribers.
SIM replacement (in case of lost or damaged SIM) charge should be reduced.
Most of the value added services (VAS) are not friendly for general handset users. GP
should take some steps so that general handset users get an opportunity to have that VAS.
Customers have been switching to other operators as a result of their poor network
infrastructure. So, telecom companies should have quick expansion in network
development all over Bangladesh if it wants to keep its customers to stay with it.
Time duration of easy load and scratch card should lengthen. Easy load facility
should be made easily available.
Charge should be reduced than the existing charge to take a new SIM if it is either
damaged or lost.
Companies should concernted about their customer care and their services. Now this days
customers are more concern about quality service.
Customer Care has turned out to be one of the most focused points in the telecom
industry. Survey results show subscribers expect a lot of it and would appreciate special
care facilities.
The Bangladesh Telecoms sector's growth has exceeded all expectations and has had a
transformative impact on the economy in terms of aggregate investment, FDI and
productivity levels.
With 3G and provision of data services, we expect the Mobile Telecoms sector (being
largely foreign owned), to continue to be the highest contributor to FDI.

Page 40 of 46

Conclusion
The sector of telecommunication industry in Bangladesh is emerging day by day. Though there
are some problems in the sector of telecommunication in Bangladesh, there are some prospects
also have. If all telecom operator come in one platform for giving better service to all types of
subscribers, then total industry will able to earn more profit and confidence of general
subscribers.
The buyer is powerful in the industry, but since the market is growing largely, it will be easy for
the company to hold its own share, because of poverty; the population will be unlikely to avail
the switching cost. And this also reduces the risk of high availability of substitutes. The supplier
is not powerful in this case which is a plus for the company and the company can play with the
price to keep the production cost low. Since the market is yet to be matured and growing very
fast, I assume that the suppliers companies are also increasing. Some multinational companies
are showing their interest to enter into the market. This can lead some new suppliers to arrive
into the market and make the environment more competitive. So at some stage the bargaining
power of the suppliers will become very low.
So from the above discussion, it can be said that the Bangladesh telecom market has a lot of
potential to offer considering strategically ignorable or somehow alterable threats. The market
looks very potential and prospective. Lots of opportunities are waiting.
Bangladesh has cheap skilled and willing to be skilled labor. Communication infrastructure is in
good condition and has the ability to serve the international entrants. Customer demand for
telecom product is very high due to the high growth rate of the market. As the industry is
becoming bigger, availability of supporting industries are increasing and already there are lots of
supporting companies in the market. And finally the government policies are very welcoming
and liberal.
All these emerging concerns and phenomena in the industry offer both merits and demerits to the
operators at the same time. In the face of this new move towards mobile apps business, telecom
operators throughout the world share a common fate of becoming mere conduits to the successful
application stores of others in one hand, and due to the hard competition among the operators,
this phenomenon also provides numerous opportunities to stand out from the crowd. On the other
hand, especially in emerging markets like ours. It may put so many existing powerful players out
of their business and may give the business to the new entrants. In light of this reality, the
operators have got two simple choices: as to whether to adapt to this revolutionary trend by
incorporating mobile application in every offering and reap the substantial advantage out of it or
to bear the brunt of losing business. Similarly, excessive flexibility in regulations may sometimes
put a greater interest of the nation at risk. So check and balance on the part of the government are
the keys. The future surely holds a lot more shocks and surprises for us to witness.

Page 41 of 46

Questionnaire
This questionnaire has been prepared for a research on
OVERVIEW OF MOBILE TELECOMMUNICATION INDUSTRY IN
BANGLADESH

General Question :( Place with a tick mark, where you stand, in the options below)
Q1.What is Your age?
Below 15

15 - 18

19 - 23

29 - 35

36 - 42

Above 42

24 - 28

Q2. What is your gender?

Male

Female

Q3. What is your education level?

Elementary School

High School

College Diploma

University Degree

Graduate Degree

Q4. What is Your annual income?

0-$25000
$45001-$65000

$25001$45000
$65001$85001

$85001 or
above
Q5. Do you think wireless telecommunication play an important role
in your daily life?
Yes

No

Q6. Would you please tell me how long you are using telecommunication
for your daily activity?
A. 1-3
B. 3-6
C. 6-9
D. 9-above
Q7. Which company would you like preferred to practice?
A. Grammen Phone

B. Banglalink

C. Airtel

D. Robi

E. Teletalk

Page 42 of 46

Q8. What is Telecommunication company main economic activity?

a. Commercial trade
business services

b. manufacturing

c. Communications

d. Financial &

Q9. Have you used any wireless telecommunication service such as

cellular telephone service, paging service, etc. in the past?
a. Yes

b. No

Q10. Rank below that describes how do you satisfy the wireless service
provider you currently using?
a. Very Unsatisfied

b. Unsatisfied

c. Neutral

d. Satisfied

e. Very Satisfied
Q11. What is the most important factor(s) you considered when you
choose a mobile telecommunication
service provider?
a. Price

b. Promotion/Advertising

c. Customer Service

d. Location of Dealer

Q12. What is/will the purpose of your mobile telecommunication service

is?
a. Personal Uses

b. Business Uses

c. other purpose

Q13. What is the source of the information about the telecommunication

service provider if you plan to have one?
A. Magazine

B. Commercial

C. Flyer

D. Newspaper

E. Friends

Q14. What are the most common difficulties the company experienced by
relocating its networking business activities?
A. No problems
B. Total costs exceeded expectations
C. Quality
service/product below expectations
D. Breach of contract agreements

Q15. Which telecommunications feature or Services you think is/are

important to your life?
A. Digital camera & video recorder
B. Multimedia messaging
C. Internet Connection

Page 43 of 46

D.
E.
F.
G.

Music files as ring tone

Electronic Wallet
Video Conferencing
M-Shopping

Q16. Which range of people actually use telecommunication for maximum

purpose?

A. 5-10

B. 10-20

C. 20-40

D. 40-above

Q17. How do you find the behavior of customer care executives of

your service provider?
a. Professional & prompt B. Not responding
C. warm & helpful D. Lazy and slow.

Q18. Which technology would you prefer?

A. CDMA
B. GsM
C. both

Q19. What are the major criteria to increase more sales on mobile
operators?
A. Personal selling
B. Direct marketing
C. Advertising
D. Sales agent

Q20. Do you think Telecommunication Company doing all kind of

social activity and maintain a good customer relationship?
A. Yes
B. No

Page 44 of 46

Please indicate the level of your agreement with each of the following
statements:
1 = strongly disagree 2 = Disagree

20.
21.
22.
23.
24.
25.
26.
27.

28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.
39.

3 = Not sure

4 = Agree

5 = strongly agree

Does the rural areas customer get same facilities like urben
areas customer?
Whatever mobile operator company you use, Do our think
Service Quality should be improved more?
Whatever mobile Operator Company you use, Do our think
pricing Strategy should be improved more?
Do you think the web-site of all telecommunication company
is well-updated and provide enough information about their
activity and its products?
I am able to fulfill my purposes by taking mobile operating
system are you agree with this statement?
Are telecommunication companies following CSR activity
based on Bangladeshi perspective?
Do you think the facilities of mobile operator company are
very convenient and flexible?

Do you think that you are influenced by CR activities

while you buy the products of any mobile operator
company?
How would you rate overall CR activities of mobile
operator company?
Do you think CR activity is better than other
promotional tools in terms of positioning?
How well the brand is positioned according to the
international standard?

Do you think their promotional activity is more effective?

Do you think mobile operator company is contributing in
Bangladeshi economy?
Do you think telecommunication is helpful for education
purpose?
Do you believe that the price you are paying for your mobile
service charge is it reasonable?
Can you identify the telecommunications services that
support your critical systems?
If you are using dual providers, are you confident that there
are no physical routings or points of failure common to both
providers?
Are you aware about 3G technology
Do you think that companies are offering different type of
product services?
Do you think mobile operator company doing their CSR
activity?

1
1

2
2

3
3

4
4

5
5

1
1

2
2

3
3

4
4

5
5

Question 40: Any expectation from mobile operator company regarding the improvement
of service activities and their product positioning according to customer expectation.

Page 45 of 46

Appendix: F-Reference

Mitchell, K. and Whitmore, M. 2003. Marketing Management: In Book-Location Based Services,

Journal of American Business and Economics, 41(2):85-91.

Rahman, M. T. (2010) Making Teletalk a healthy competitor among the mobile phone operators
in Bangladesh, Journal of Business and Technology (Dhaka), vol. 5, issue 2, July-December,
p.133.

Silva, H. D., & Khan, A. S. (2004) Regulation and investment: Case study of Bangladesh, WDR
Dialogue Theme Discussion Paper WDR 03111-33.

Sutherland, E. (2007) The regulation of the quality of service in mobile networks, Info 9(6), pp.
17-34.Symeou, P. C. (2009) Does smallness affect the liberalization of telecommunications? The
case of Cyprus, Telecommunications Policy 33 (3-4), pp. 215-229.

International Accounting Standards Board (2011). "IAS 36 Impairment of Assets".

International Financial Reporting Standards: required for annual periods beginning on 1
January 2012. London: IFRS Foundation. ISBN 9781907877360.

IFRS 5 Non-current Assets Held for Sale and Discontinued Operations and assets which
require more specialised accounting, such as biological (IAS 41 Agriculture), exploration
and evaluation assets (IFRS 6 Exploration for and Evaluation of Mineral Resources),
mineral rights and reserves such as oil, natural gas and similar non-regenerative
resources.

iao, C., Tsou C., Huang, M. (2007), Factors influencing the usage of 3G mobile services
in Taiwan, Vol. 31 No. 6, 2007, pp. 759-774

Pagani, M. (2004). Determinants of adoption of third generation mobile multimedia

services. Journal of Interactive Marketing; Summer 2004; 18, 3; 46-59

Lin, C., Tang, Y., Shyu, J. Z., Li, Y. (2008), A Diffusion Model to Growth Phase
Forecasting of 3G Industry in Taiwan, pp. 2048-2056

Venkatesh, V., Morris, M., Davis, G. & Davis, F. (2003). User Acceptance of
Information Technology: Toward a Unified View. MIS Quarterly, 27(3), 425-478.

Bangladesh Telecommunications Regulatory Commission, History of Bangladesh

Telecom, http://www.btrc.gov.bd/index.php/industry-focus/telecom-sectors

Robi Home Page, About Robi, http://www.robi.com.bd/en/

Internal reserve server: \\rfs\IMPLEMENTATION-SITE-DOC

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