Beruflich Dokumente
Kultur Dokumente
An Internship Report on
CUSTOMER SATISFACTION OF ROBI POSTPAID
MOBILE PHONE SUBSCRIBERS
An Internship Report Presented in Fulfillment of t
he
Requirements for the
Masters of Business Administration (MBA)
Submitted to
Shamsad Ahmed
Associate Professor & Assistant Proctor
Department of Business Administration
University of Asia Pacific
Prepared by
Sadia Ahmed
Master of Business Administration (MBA)
University of Asia Pacific
ID. No. 08206025
BUS
March, 2015
LETTER OF TRANSMITTAL
Shamsad Ahmed
M. Pharm (DU), MBA (IBA,DU)
Department of Business Administration
University of Asia Pacific
74/B/1, Green Road,
Dhaka-1215
Sub: Submission of Report on Customer Satisfaction of ROBI Postpaid Mobile Phone Subscribers.
Dear Sir,
Assalamu Alaikum,
This is my pleasure to present my internship report on Customer Satisfaction of
ROBI Postpaid Mobile Phone Subscribers, which I was assigned by your good self.
I have tried my best to complete the report with the necessary information and
suggested proposals in quite a concise and comprehensive manner as possible.
(Sadia Ahmed)
Master of Business Administration (MBA)
ID. No. 08206025
University of Asia Pacific
Date:
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DECLARATION
I declare that the Internship Report on Customer satisfaction of ROBI postpaid Mobile
subscriber. embodies the results of my own research works, pursued under the arrangement of
ROBI Corporate Business Division.
I further affirm that the work reported in this thesis is original and no part or whole of the report
has been submitted to, any other university or institution for any degree or award or any other
purpose.
(Sadia Ahmed)
Master of Business Administration (MBA)
ID. No. 08206025
University of Asia Pacific
Date:
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(Shamsad Ahmed)
M. Pharm (DU) MBA (IBA, DU)
Department of Business Administration
University of Asia Pacific
Date:
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It is our pleasure to certify that, Sadia Ahmed, a student of Master of Business Administration
(MBA), University of Asia Pacific, Dhaka; has completed the practical Internship Program at the
Robi Corporate Business Division, on Customer satisfaction of ROBI postpaid Mobile
subscriber. successfully with excellent performance under my supervision from 20 th December
to 23rd Feb, 2015.
ACKNOWLEDGEMENT
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First of all, I would like to express my deep gratitude to the almighty Allah for fruitfully
preparing this internship report.
My special gratitude is to our honorable Internship Supervisor Shamsad Ahmed, Associate
Professor & Assistant Proctor, Department of Business Administration, University of Asia
Pacific for giving me the opportunity to work with this project, which is very much individual
oriented. Every time he has not only been the teacher but also a friend and a mentor for us. By
doing such research paper, I have gathered a lot of valuable experiences that will definitely help
me in the future. His advises, guidance and support helped me enormously to do
this report properly. I would like to express my thankfulness towards Mr. Enaytul Karim,
General Manager, Corporate Business Division. Without his heartiest interest and massive
inspiration, it would have never been possible for me to complete my internship program. I
would like to give thanks to Mr. Asif Mahmood Khan, Head of Business Service & Compliance,
for inspiring me every single moment at work and guiding me properly throughout the time
period that have been suspending in ROBI.
Finally, I would like to convey our appreciation and thanks for those who have guided us
generously with the right knowledge for this report.
Sadia Ahmed
Master of Business Administration (MBA)
ID. No. 08206025
University of Asia Pacific
EXECUTIVE SUMMARY
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ROBI, which has inaugurated its business in 1997 has experienced increasing growth
trend from the very inception phase. At present, in the 17 th year of its operations ROBI has
achieved a subscriber base of approximately two billion. The company has a number of plans for
the forthcoming future years. ROBI believes in the practice of Market Oriented Strategic
Planning, developing and maintaining a viable fit between the organizations objectives skills
and resources. The aim of such approach is to shape and reshape the businesses and services so
that they yield target profits and growth.
ROBI is a service providing company where customer satisfaction is both goal and
marketing
tool. Todays customers in the telecom industry, where lots of offers are available, are harder to s
atisfy. They are smarter, more price conscious, more demanding, less forgiving and they are
approached by many more companies with equal or better offers. The challenge is not only to
produce satisfied customers but also to produce loyal and delighted customer. ROBI has adopted
a customer centered philosophy placing the customer at the centre of all its decisions and the
basis for designing its marketing strategies whilst simultaneously delivering superior value to the
target consumers because of todays highly competitive market demand.
To some extent, ROBI post-paid subscribers are not satisfied with the network quality and with
the customer care center. But post-paid subscribers are satisfied with their tariff rate. So, average
numbers of ROBI customers are not satisfied with ROBIs customer care,
coverage
and
connectivity. This study has attempted to describe the satisfaction level of post-paid subscribers
of ROBI. This is competitive and customer driven market. It is high time for ROBI to satisfy and
retain its existing customers. Since the customers are always the driving forces for any service
oriented business,
philosophy and aim to become the market leader through these customers.
TABLE OF CONTENTS
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Title flyer
Cover page
Letter of Transmittal
Declaration
Acknowledgement
Executive Summary
Table of contents
Chapter 1
1.0.
Introduction
1.1.
Objective
1.2.
1.3.
Literature review
1.4.
Research Questions
1.5.
Hypothesis
1.6.
Chapter 2
2.0.
Company Overview
2.1.
Company at a glance
2.2.
2.3.
Company Acquaintance
2.3.1.Vision
2.3.2.Mission
2.3.3.Theme
2.3.4.The Business Slogan
2.3.5.Objectives
2.3.6.SWOT Analysis
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2.3.7.Network Coverage
2.3.8.Shareholders of ROBI
2.3.9.The Major Milestone of ROBI
2.4.
Chapter 3
3.0.
Chapter 4
4.0.
Findings
Chapter 5
5.0.
Recommendation
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Chapter 6
6.0.
-
Conclusion
Appendix
Bibliography
CHAPTER 1
1.0. INTRODUCTION
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appropriately. And this made the management of human resource inside the
organization very much vital. And this actually put the firm in a position to create
the team so to ensure the higher quality in managing the organization in order to
serve their customers best.
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associated with network coverage and call connectivity. The research questions to p
ursue are as follows:
1.Are the Post-paid customers of ROBI satisfied with the service provided in terms of
customer care, coverage, connectivity and tariff rate?
2. Has ROBI connectivity been able to satisfy customers needs?
3. is the tariff reasonable and has satisfied customers needs and wants?
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1.5. Hypothesis
To complete this research paper successfully I will consider several hypotheses. These are as
follows:
H1: ROBIs brand image will have a positive impact on the customer satisfaction
level.
H2: ROBIs network coverage and connectivity will have a positive impact on the
customer satisfaction level.
H3: ROBIs product pricing and billing will have a positive impact on the customer
satisfaction level.
H4: ROBIs customer care will have a positive impact on the customer satisfaction
level.
1.6 Limitations:
The study is not free from some practical limitations. Following limitations have faced during the
study and the time of working & data collection:
Time is the main limitation for my study. Due to unavailability of sufficient time, the researcher
will not be able to do survey among all of the sample size. Thats why the findings of the
research will not be fully but partially true.
Work load during the internship program at the work place was also a barrier to prepare
this report.
Due to lack of practical experience, some errors might be occurred during the study.
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CHAPTER - 2
is
the
dynamic
and
leading
end-to-end
countrywide
GSM
mobile
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Bangladesh. At the heart of all of the success of ROBI today, is a young dynamic
workforce comprising of about 1350 highly motivated and skilled professionals.
Today, ROBI is recognized as a leading brand in Bangladesh and this is driven by its
persistent pursuit of quality and technology, putting it clearly ahead of the rest. The
future with ROBI is promised to be exciting as it strives to employ the best resources
and latest technology in offering many more innovative and exciting products and
services.
Through aggressive investment to extend network coverage and improving call
quality, ROBI has been in constant motion to maintain its commitment to provide
subscribers the best possible cellular service. The momentum enveloped all
(allowed) upazilas by the end of 2007. ROBI is looking forward to massive
investment to target 8 million subscribers by 2007, facilitated by more than
doubling the number of the base stations.
That is, the objective for ROBIs Communication seems to generate sales and to
approach toward building a strong and consistent brand image in the mind of the
consumers to provide them a reason to select ROBI over others.
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through developing people, products, and services of the highest quality and
meeting the needs of its customers, employees, shareholders, and the nation.
2.3.3. Theme
Effective HR Policy
Poor network coverage than competitors
Good Reputation
Not enough channel with BTTB
Strong Top Management Absence of HR policies
Quality Billing System
Shortage of HR in the helpline
Quality Customer Care
Package pricing is expensive and less attractive
Support from Parent Company
Strategic
Planning
Market Research Unit
Strong Dealer Network
Public Sector unable to meet demands
Unstable political culture or political unrest in the economy
Product with a very long life-cycle
Recession in the economy
New technology
Non-cooperative telecommunication regulatory body
Growing middle class population
Possible health risk
Main competitors have congested network because of its unplanned customer growth.
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First time introduced 30-second pulse rate in Bangladesh, recently ROBI has
introduced 10-second pulse for the pre-paid users and 1-second pulse for the
Post-paid users.
First time introduced club membership offer for the exclusive users of ROBI.
The club is known as Club Magnate, which offers extra services with its
Platinum, Gold and Silver cards.
First time introduced the concept of Tele-marketing and Door-to-Door delivery
services for the newly launched post-paid package ROBI Infinity.
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its new Chairman. Mr. Khan is a founder Director of ROBI and Managing Director of
A.K. Khan & Co. Ltd.
Product Development
Product development unit is like the R&D unit of a company, which is responsible for
developing new products and services. This unit is closely related to the marketing
research unit and together the units come up with new service concepts and ideas.
Product development unit is also responsible for monitoring the core services (PrePaid and Post-Paid). Like other units, this unit also has a head reporting to the AGM.
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International Roaming
International roaming (IR) unit is basically responsible for ISD, international SMS etc
services. The core task of this unit is to negotiate with foreign telecommunication
companies and to expand the international coverage by making deals with them.
There is a head of IR who reports to the AGM.
Marketing division
Marketing division unit deals with the sales of products and services to other
companies. The unit makes agreements with different companies to be the
corporate clients of ROBI and only handle the corporate level sales.
Direct Sales
Direct sales unit is responsible for the sales of products and services to the mass
customers through the customer service centers. ROBI has eleven customer service
centers around the country and these centers sell the services to the customers
directly.
Dealer Management
Dealer management unit oversees the dealers of the company around the country.
Has four dealers and one agent and they need to be monitored and supervised
constantly. The head of this unit reports to the AGM of Marketing.
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Billing
The billing unit is responsible for processing and monitoring the billing systems for
the Post-Paid users. The unit has a manager who reports to the AGM of IT.
Rating (Post-Paid)
This unit is responsible for charging the rates of Post-Paid service. The unit fixes perminute and pulse rates and also fix the pulse durations. It also changes the rates on
demand basis.
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Treasury Management
Corporate finance unit consists of treasury management and L/C. Treasury
management deals with the inflow and outflow of the company, whereas L/C (Letter
of credits) deals with the L/C opening banks and other foreign banks.
Accounts Payable
This unit keeps track on the accounts payable of the company.
Accounts Receivable
This unit keeps track on the accounts receivables of the company while preparing
the balance sheet. As TMIB is a large company with thousands of financial
transactions every day, a unit to keep track on the accounts is necessary.
Core: Account
Core account is an important unit of the finance division dealing with the budget and fixed
assets. The annual budget of various departments is prepared under the close observation of this
unit.
Revenue Assurance
Revenue assurance unit consists of revenue assurance and fraud management.
Revenue assurance monitors the transactions and assures full protection of the
finances. On the other hand, fraud management protects the fraudulences take
place in the daily transactions.
Taxation
Taxation unit takes care of the tax, VAT and tariffs of the company.
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Reporting Unit
The reporting unit reports the entire financial transactions of TMIB to the parent
company in Malaysia.
Costing
This unit forecasts the costing of different departments and resorts them regarding
the expected expenditure of any alteration.
Planning
The planning unit makes plans regarding the technical matters such as the RF,
SWITCH etc. They assure the proper placement of technical devices and
equipments.
Infrastructure
The infrastructure unit selects the locations and builds the base transceiver station
(BTS) towers. They are also responsible for the maintenance of the towers.
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For the new customers, the Standard NWD (Domestic) package is priced Tk 1000
with a credit limit of Tk 1000 and the Standard IDD is priced Tk 2000 with a credit
ROBI PRODUCT PORTFOLIO
limit of Tk 1000. Under this package, the customers will also be able to block or
unblock a particular facility such as BTTB outgoing or IDD connectivity by sending a
message to a short code. To avail the service right now, please visit any ROBI
Customer Care Centers.
International for a cost of TK 1,000 (VAT included). Another key factor is, there will
be a 50% discount
on line rent if monthly bill
amount ranges from Tk 1500-Tk. 2000,
POSTPAID
PREPAID
and 100% discount if bill amount exceeds Tk. 2000. The subscribers have the
facility
to enjoy off-peak
rate all +
day long1.
(8am-12am)
on(NWD)
any Government holiday.
STANDARD
MOBILE
SIGNATURE
2. SIGNATURE (STD)
3. SERVICE
1. POWER
1. PHURTI
2. JOY
ROBI JOY
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One of the most successful packages in the mobile telecom history of Bangladesh is
ROBI JOY. This package is in the market as Joy Partner Pack where there are two
SIMs in the pack. This pack is designed with the extra facility of talking to the joy
partner at a cost of Tk 0.75 per minute. Connection Price for JOY Partner Pack (2
SIMs) Standard + Standard: Tk. 400. Link + Link (with T&T incoming-outgoing) Tk.
400. (Source: see appendix 1.3: ROBI Joy tariff plan)
ROBI Power
Power is another powerful package for ROBI product portfolio. Another product line
for power is power pack introduced very recently, where all the existing ROBI
Exceed connections will be auto-migrated to ROBI Power. Pre-Paid REGULAR Mobile
Link and Mobile Plus customers will also able to enjoy the facilities of Pre-Paid
REGULAR Standard under ROBI POWER. The connection charge for ROBI Power is
BDT 225.
(Source: Appendix 1.4: ROBI Power tariff plan)
ROBI Phurti
ROBI Phurti is the recently launched package for ROBI. This package targeted
towards lower end consumers and a very successful one. With ROBI Phurti customer
will enjoy 10% bonus talk time, which they can use after the starting of the next
month for the first week. 10% bonus talk time (ROBI to ROBI) based on monthly
incoming air time (valid for 7 days). The Package price: Tk.150. (Source: Appendix
1.5: ROBI Phurti tariff plan)
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Post-Paid / Pre-Paid
ROBI ROBI
Tk 1.50 + VAT
ROBI Others
Tk 2.00 + VAT
Few months back, ROBI introduced Mayer Bhasha Bangla SMS, with which the
customers can enjoy the Bangla SMS by installing ROBI Mayer Bhasha" software in
their respective handsets.
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Voice Mail Service (VMS) has the advanced facilities as it can respond-
c. Voice SMS
ROBI Kothar Chithi allows the customers to send SMS with their own voice to any
ROBI or other mobile numbers with ROBI Voice SMS. With this service, someone can
even surprise your dearest one by sending Voice SMS anonymously.
d. International SMS
A few months back ROBI has launched its International SMS service with more than
500
operators
globally.
It
will
facilitate
the
customers
to
communicate
internationally without the high expenses of voice calls. With this service, the
customers can send or receive SMS to and from other mobile networks across the
world. ROBI International SMS allows exchanging messages with family, friends, and
associates staying far away, at regular SMS tariff.
e. E-fill
ROBI has launched the first ever Electronic Refill system in Bangladesh whereby PrePaid customers will be able to recharge their accounts via SMS, available at
dealers/outlets/designated agents around the country. Electronic Refill is a great
new recharge option for Pre-Paid subscribers, as it does not rely on the availability
of scratch cards for topping up any ROBI Pre-Paid account. The customer benefits
from this system through extensive availability, convenience to recharge Pre-Paid
accounts anywhere, anytime, without the hassle of buying and scratching cards. For
the vast demographic size of Bangladesh and for the complex physical distribution
system, sometimes our sales points have trouble keeping adequate stocks of ROBI
Scratch Card, and as a result, the valued customer can't find the Scratch card as per
their requirements. On the other hand, due to frequent natural disaster and hartal/
strike, distribution of physical scratch card becomes hard. The company believes
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that the new system can really give customers the opportunity and convenience to
buy airtime in the period of inconvenience. Apart from it, the Electronic Refill
solution will allow our authorized sales outlets to electronically generate a voucher
for the denomination customer requires. The customers can recharge their account
by a dialing 111 or through simple refill process.
f. Fun Dose
ROBI Fun Dose is an enhanced IVR (Interactive Voice Response) voice greetings
platform through which the users can send a voice greeting to your desired number.
By dialing 8FUN (i.e. 8386 on your mobile keypad), the subscribers have to follow
the voice prompts and choose from several categories available in Bangla and
English. Each category will have different greetings. The ROBI Fun Dose lets the
customers emotions run wild and show happiness, sadness, express love, hatred or
just tease around.
g. ROBI GPRS
ROBI GPRS is only available for those who have post-paid connections. These
customers can send and receive multimedia messages such as color pictures. The
subscribers also have the facility to download colorful logos, animations, wallpapers,
screensavers, real music (MP3), polyphonic tones, video clips, and can browse WAP
enabled websites with their handset.
h. Friends & Family (F n F)
The Friends & Family (FnF) feature allows all customers to add at least 3 ROBI
numbers as their FnF number. The customers can talk to these 3 FnF numbers at
reduced rates (Post-paid: Tk 1.5, and Pre-paid: Tk 2.00 excluding VAT) at anytime of
the day.
i. Night Bird Talk Plan (NBTP)
Night Bird Talk Plan is a feature that allows subscribers to talk during the nighttime
from 12AM (00:00Hrs) to 08:00AM the next morning at a discounted tariff or airtime
rate. This facility was before only offered to all the ROBI Post-Paid customers but
now is also offered to all the ROBI Pre-Paid customers.
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j. Share-a-Fill
Share-a-fill is a new balance transfer system between ROBI Pre-Paid numbers
anytime, anywhere. The service allows the registered subscribers to transfer
balance from their account to another Pre-Paid account through SMS. Under this
service, Tk 20 to Tk 300 can be transferred through one SMS and there will be no
extra validity on transferred amount.
k. ROBI GoonGoon
The newly launched ROBI GoonGoon is a Ring-Back tone service that allows the
users to set a song, tone, music, funny messages or sounds as a Ring-Back Tone for
their callers at a monthly subscription tariff of Tk 30. The unique features of this
service are that one can set an ROBI GoonGoon to any single number, to a group,
for a specific time of the day such morning, afternoon or evening. Not only this, the
subscribers can also set an ROBI GoonGoon for a special day such as a birthday,
anniversary, Bangla New Year, Valentines Day, Christmas Day, New Years day,
Friendship Day, etc.
l. Club Magnate
Club Magnate is something that has never been experienced before in the mobile
industry in Bangladesh, which rewards and pampers the individual post-paid
customers of ROBI. Its objective is to serve those customers who have been the
pillar of the success of ROBI. The members-only Club will have Platinum, Gold and
Silver Cardholders. Membership is based on loyalty to ROBI and to qualify, one has
to be an ROBI customer for a minimum six months. Membership is also based on
the payment of bills on time and in full. Club magnate entitles members to a range
of privileges not limited to ROBI services only, but with other partner organizations
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as well, such as Dhaka Sheraton Hotel, hotel Seagull, Medinova Medical Services,
Hertz, Malaysian Airlines and many more. Memberships are valid for one year. As a
telecommunications service provider, ROBI is working on continuously improving
every aspect of its service in delighting stakeholders. With the launch of Club
magnate, ROBI expresses its special appreciation to longstanding customers, and
reiterates its pledge to be the most preferred telecom operator in the country.
d. GSM
The cutting edge technology-GSM stands for Global System Mobile communications.
GSM is the world's most advanced and extensively used mobile phone system. More
than 20 million subscribers in almost 130 countries worldwide and ROBI in
Bangladesh use the latest GSM technology because ROBI is committed to give the
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customer the very best. ROBI subscribers enjoy the following GSM features without
bearing any additional costs.
e. CLIP (Calling Line Identification Presentation)/ Caller ID: Display of the
phone number of an incoming call in subscribers' handset before the call is
answered.
f. Call Waiting and Holding: While talking to the first caller, subscribers will
hear a special tone informing subscribers about the second call on the line. At
that moment subscribers can put the first caller on hold and talk to the
second caller.
i. Itemized Billing: If customers are not satisfied with his phone bill then he
can collect the Itemized Bill, which describes the elaborately Incoming and
Outgoing call with phone number and duration.
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CHAPTER 3
to
factors
customers
satisfaction and loyalty.This study will help me to understand the real scenario of thi
s telecommunication industry & its environment.
I will attempt to understand the customer demand, needs, and expectations from th
is industry and its significance in doing business. I shall also make an effort to under
stand how ROBI is achieving its customers expectation and whether it is retaining t
hem.
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Percent
Valid
Percent
Cumulative
Percent
126
72.8
72.8
72.8
female
47
27.2
27.2
100.0
Total
173
100.0
100.0
Valid
Frequen
cy
male
Chapter 4
4.0. Findings
4.1. Result analysis
Frequency Analysis
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Percnt
a
m
le 7
a
m
le
0
.fe
2
07
.8 2
4
0
6
02
8
0
e
G
n
r
e
d
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Percent
Valid
Percent
Cumulative
Percent
15-25
114
65.9
65.9
65.9
26-30
33
19.1
19.1
85.0
31-35
2.9
2.9
87.9
36-50
14
8.1
8.1
96.0
4.0
4.0
100.0
173
100.0
100.0
50 and
above
Total
5
6
.9
1
9
.1
.9
2
8
.1
a
0
b
a
d
n
e
v
o
4 5
6
3
0
1
5
5
2
g
A
e
Chart of Age.
11
Table 3:
frequency
table of age.
BUS
Analysis:
The majority of the respondents are between 15-25 years of age that is 65.9%.
19.1% respondents are between 26-30 years of age, 2.9% are 31-35 years of age,
8.1% are 36-50 years of age, and 4% are 50 and above.
So the questionnaire covers all age group of people and all the age group
people are using ROBI services. The young generations are the maximum
respondents.
Household Income
Valid
Frequenc
y
Percent
Valid
Percent
Cumulative
Percent
10000 or less
62
35.8
35.8
35.8
10001-25000
29
16.8
16.8
52.6
25001-35000
37
21.4
21.4
74.0
35001-45000
31
17.9
17.9
91.9
45001 to
above
14
8.1
8.1
100.0
Total
173
100.0
100.0
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Percnt
H
u
o
e
s
l21-3d
o
h
In
o
c
e
m
0o
rle
s
1
-2
0
5
0
2
0
5
0
3
0
5
-7
1
0
5
4
5
4
1
0
to
v
b
a
e
01
.1
.8
6
0
1
.98
.41
1
3
.81
5
0
2
0
3
0
4
H
s
u
o
h
e
o
ld
In
o
c
m
e
Analysis:
From the respondents mode of the above question it is said that 35.8% of the
respondents (majority) have the family monthly income between tk.10000 or less,
16.8% have the family income between 10001-25000, 21.4% have the family
income between 25001-35000, 17.9% have the family income between 3500145000 and 8.1% have the family income of above tk.45000.
So from the above situation we can say that to use a mobile, it is not
necessary to have huge family income. Now a day anybody having a
minimum income can use mobile.
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Profession
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Job
Holder
58
33.5
33.5
33.5
Business
man
23
13.3
13.3
46.8
Service
Sector
19
11.0
11.0
57.8
Student
58
33.5
33.5
91.3
Others
15
8.7
8.7
100.0
173
100.0
100.0
Total
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11
.
3
3
.5 3
tS
ru
h
s
.7 .5 O
8
d
tc
n
e
is
v
S
e
to
o
J
u
B
H
b
n
ld
o
m
rc
n
a
P
ro
fe
io
s
n
Analysis:
The mode for the responses of this question is 1 that is the majority of the
respondents are job holders. From the pie chart we can say that 33.5% are job
holders, 13.3% are businessman, 11% are in the service sector (doctor, engineer,
and teacher), 33.5% are students and the remaining 8.7% belongs to others.
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So from the above analysis it can be said that all kinds of professional
people are more or less using the mobile as an ROBI subscriber. But the
dominant respondents are job holders and students.
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Pre
Paid
122
70.5
70.5
70.5
Post
Paid
51
29.5
29.5
100.0
Total
173
100.0
100.0
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P
ercnt
e
rv
ic
U
e
s
e
re
P
idS
a
P
s
o
tP
id
a
0
9
.5
0
2
0
7
.5 2
0
4
0
6
0
8
S
e
rv
ic
U
e
s
Analysis:
The mode of the question is 1 that means the majority of the respondents are pre
paid subscriber which is 70.5%. And the remaining 29.5% respondents are post paid
subscriber.
11
BUS
Percent
Valid
Percent
Cumulative
Percent
Less than
1 yrs
79
45.7
45.7
45.7
1-3 yrs
56
32.4
32.4
78.0
3-5 yrs
25
14.5
14.5
92.5
5-7 yrs
13
7.5
7.5
100.0
173
100.0
100.0
Total
11
BUS
.4
2
3
5
4
.7
1
4
.57
-3
rss
y
7
.5 5
1
e
L
a
th
1
n
rs
y
H
w
o
m
a
y
n
rs
a
e
y
So from the analysis, we can see that the dominant respondents are using
Robi for less than 1 year. Another thing is ROBIs loyal customer is not that
11
BUS
much high if we carefully see the results. Only 25 respondents among 173
customers are using ROBI for 3-5 years.
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
1.7
1.7
1.7
Disagree
33
19.1
19.1
20.8
Neutral
35
20.2
20.2
41.0
Agree
76
43.9
43.9
85.0
Strongly
Agree
26
15.0
15.0
100.0
173
100.0
100.0
Total
11
BUS
Frequncy
a
re
l1
b
ia
m
e
b
o
ile
o
c
n
e
tio
c
n
1
2
3
4
5
6
09
.D
td
S
1
=
N
e
3
7
1
.=
v
2
.0
1
n
a
e
M
=
5
3
,0
9
8
7
6
0
2
5
,2
1
0
4
0
6
0
8
5
,7
6
H
is
g
to
a
r
m
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
11
6.4
6.4
6.4
Disagree
36
20.8
20.8
27.2
Neutral
48
27.7
27.7
54.9
Agree
36
20.8
20.8
75.7
Strongly
Agree
42
24.3
24.3
100.0
173
100.0
100.0
Total
11
BUS
F
req
u
n
y
c
le
a
rv
ic
o
e
s
u
in
g
A
T
K
E
L
1
2
3
4
56N
0
1
=
3
7
e
tM
S
n
a
.D
d
v
e
.6
1
3
2
4
2c
1
0
1
1
9
,2
61
,2
6
9
0
2
0
3
0
4
0
5
,7
4
6
41
0
,3
2
H
is
to
g
ra
m
Analysis:
The mode of the question is 3 that is 27.7% of the respondents are neutral of
getting the clear voice using Aktel service. 24.3% are strongly agree of getting clear
voice, 28.3% are agree and 20.8% are disagree of getting the clear voice.
So we can say that the maximum respondents are satisfied with clear
voice of ROBI service.
11
BUS
Valid
Frequenc
y
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
19
11.0
11.0
11.0
Disagree
50
28.9
28.9
39.9
Neutral
45
26.0
26.0
65.9
Agree
45
26.0
26.0
91.9
Strongly
Agree
14
8.1
8.1
100.0
Total
173
100.0
100.0
11
BUS
Frequncy
e
n
v
rg
e
is
td
c
n
o
c
e
td
1
2
3
4
5
03
N
1
=
3
7
e
tM
S
n
a
.D
d
.=
v
e
9
2
.1
1
4
6
9
1
66
0
1
6
1
0
2
52
,0
5
,0
2
02
,5
0
3
0
4
0
5
H
is
g
to
ra
m
Analysis:
The mode of this question is 2 means 28.9% of the respondents are disagree about
the situation that the calls made through ROBI services never get disconnected in
middle of the conversation. 26% of the respondents are both neutral and agree of
never getting disconnected in middle of the conversation.
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
41
23.7
23.7
23.7
Disagree
14
8.1
8.1
31.8
Neutral
22
12.7
12.7
44.5
Agree
66
38.2
38.2
82.7
Strongly
Agree
30
17.3
17.3
100.0
173
100.0
100.0
Total
11
Frequncy
m
a
rk
e
tre
p
s
n
o
iv
s
e
m
o
c
a
p
n
y
2
3
4
5
6
01
1
=
N
3
7
.D
td
S
v
.=
4
n
a
e
M
1
7
0
1
0
2
0
3
0
4
0
5
6
0
7
H
to
is
g
ra
m
BUS
Analysis:
The mode of this question is 4 that is maximum respondents (38.2%) believe ROBI
is a highly market responsive cell phone company. 23.7% disagree of believing
ROBI, a highly market responsive cell phone company. 17.3% also believe that ROBI
is a highly market responsive cell phone company.
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
4.0
4.0
4.0
Disagree
26
15.0
15.0
19.1
Neutral
55
31.8
31.8
50.9
Agree
58
33.5
33.5
84.4
Strongly
Agree
27
15.6
15.6
100.0
173
100.0
100.0
Total
11
BUS
Frequncy
a
e
s
ily
c
n
o
c
e
to
th
rm
e
ile
b
o
2
3
4
5
6
01
tM
S
N
.D
d
1
=
.=
v
e
3
7
.2
1
5
0
1
e
n
a
4
0
1
0
2
0
3
0
4
0
5
0
6
H
is
g
to
ra
m
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
12
6.9
6.9
6.9
Disagree
30
17.3
17.3
24.3
Neutral
55
31.8
31.8
56.1
Agree
38
22.0
22.0
78.0
Strongly
Agree
38
22.0
22.0
Total
173
100.0
100.0
100.0
11
BUS
Frequncy
o
n
tfa
c
e
y
n
a
tw
e
r4k
o
p
b
o
le
m
1
2
3
5
6
0d
N
1
=
3
7
e
tM
S
n
a
.D
d
v
e
.5
1
9
0
1
0
2
0
3
0
4
0
5
0
6
H
is
to
ra
g
m
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
19
11.0
11.0
11.0
Disagree
17
9.8
9.8
20.8
Neutral
39
22.5
22.5
43.4
Agree
79
45.7
45.7
89.0
Strongly
Agree
19
11.0
11.0
100.0
173
100.0
100.0
Total
11
BUS
Frequncy
a
s
a
ily
c
e
o
s
th
c
r
e
o
p
m
ti4o
e
rs
'5
tw
e
n
o
k
r
1
2
3
6
0e
N
1
=
3
7
e
tM
S
n
a
.D
d
.=
v
e
.6
1
4
1
6
0
2
0
4
0
6
0
8
H
to
is
g
m
a
r
Analysis:
The mode of the question is 4 means 45.7% of the respondents (maximum) agree
that they can easily access other competitors network. 22.5% of the respondents
are neutral, 11.0% are both strongly agree and strongly disagree about the fact.
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
12
6.9
6.9
6.9
Disagree
29
16.8
16.8
23.7
Neutral
41
23.7
23.7
47.4
Agree
58
33.5
33.5
80.9
Strongly
Agree
33
19.1
19.1
100.0
173
100.0
100.0
Total
11
BUS
11
BUS
So, maximum respondents are more or less happy about the economical
call rate of ROBI.
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
4.6
4.6
4.6
Disagree
20
11.6
11.6
16.2
Neutral
48
27.7
27.7
43.9
Agree
64
37.0
37.0
80.9
Strongly
Agree
33
19.1
19.1
100.0
173
100.0
100.0
Total
11
BUS
Frequncy
iln
p
g
o
r
c
d
e
r456N
u
0
1B
2
3
tM
S
.D
d
1
=
.=
v
e
3
7
.4
1
7
0
e
n
a
5
0
1
0
2
0
3
0
4
5
0
6
0
7
H
is
g
to
ra
m
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
.6
.6
.6
Disagree
30
17.3
17.3
17.9
Neutral
51
29.5
29.5
47.4
Agree
60
34.7
34.7
82.1
Strongly
Agree
31
17.9
17.9
100.0
173
100.0
100.0
Total
11
BUS
F
req
u
n
y
c
M
s
ta
n
e
o
b
u
tb
il4n
g
2
3
56N
01S
1
=
3
7
tM
S
.D
d
v
e
.2
0
9
8
e
n
a
5
0
1
0
2
0
3
0
4
0
5
0
6
H
is
to
g
ra
m
Analysis:
The mode of the question is 4. That is 34.7% of the respondents (maximum) agree
of the fact that the notification SMS of billing is sent on time by ROBI. 29.5% are
neutral, 17.9% are strongly agreed and 17.3% are disagreeing of the fact.
So, maximum respondents are more or less happy about the billing system
of ROBI.
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
18
10.4
10.4
10.4
Disagree
15
8.7
8.7
19.1
Neutral
44
25.4
25.4
44.5
Agree
61
35.3
35.3
79.8
Strongly
Agree
35
20.2
20.2
100.0
173
100.0
100.0
Total
11
BUS
Frequncy
lc
a
C
g
r
a
h
e
m
o
fr
e
fix
d
n
o
h
p
e
01
2
3
4
56
N
1
=
7
e
tM
S
n
a
.D
d
.4
3
=
v
e
6
.2
1
0
8
0
1
0
2
3
0
4
5
0
6
0
7
is
H
to
a
r
g
m
11
BUS
Frequenc
y
Valid
Total
Valid
Percent
Cumulative
Percent
Strongly
Disagree
10
5.8
5.8
5.8
Disagree
38
22.0
22.2
28.1
Neutral
33
19.1
19.3
47.4
Agree
71
41.0
41.5
88.9
Strongly
Agree
19
11.0
11.1
100.0
171
98.8
100.0
1.2
173
100.0
Total
Missing
Percent
System
Frequncy
q
r
e
u
ie
s
p
e
r
s
e
ta
n
e
tiv
s
e
e
r
a
v
y
r
p
p
m
o
tin
h
d
n
a
lin
g
1
2
3
4
5
6
ta
S
N
.D
d
1
=
1
v
e
.1
1
1
0
e
M
n
.7
3
=
0
2
0
4
0
6
0H
8
is
to
a
r
g
m
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
29
16.8
16.8
16.8
Disagree
20
11.6
11.6
28.3
Neutral
49
28.3
28.3
56.6
Agree
36
20.8
20.8
77.5
11
BUS
Strongly
Agree
Total
39
22.5
22.5
173
100.0
100.0
100.0
11
BUS
So, ROBI subscribers are more or less satisfied of resolving the problems
by ROBI.
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
15
8.7
8.7
8.7
Disagree
33
19.1
19.1
27.7
Neutral
24
13.9
13.9
41.6
Agree
68
39.3
39.3
80.9
Strongly
Agree
33
19.1
19.1
100.0
Total
173
100.0
100.0
11
BUS
Frequncy
s
u
c
o
t
r
e
m
r
a
c
p
e
in
o
v
a
t
ila
a
b
e
0
01
2
3
4
5
6
1
=
N
3
7
.D
td
S
.=
v
e
.2
1
9
3
0
1
n
a
e
M
4
3
0
2
0
3
0
4
5
0
6
7 H
is
o
t
a
r
g
m
Analysis:
The mode of the question is 4 means 39.3% of the respondents are agreed about
the fact that ROBI customer care point is available in different places. 13.9%
respondents are neutral and 19.1% are strongly agreed of the fact. 19.1% are also
disagreed of the fact.
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
22
12.7
12.7
12.7
Disagree
44
25.4
25.4
38.2
Neutral
32
18.5
18.5
56.6
Agree
39
22.5
22.5
79.2
Strongly
Agree
36
20.8
20.8
100.0
173
100.0
100.0
Total
11
BUS
Frequncy
m
e
g
r
c
n
e
y
v
r
e
s
e
ic
o
r
e
f
d
y
b
u
c
m
o
t
s
rc
e
a
e
r
1
2
3
4
5
6
0
N
1
=
7
e
tM
S
n
a
.D
d
.1
3
=
v
e
3
.3
1
4
7
0
1
0
2
0
3
0
4
0
5
is
H
to
a
r
g
m
Analysis:
The mode of the question is 2 means 25.4% of the respondents (maximum
respondent) are disagreed that they often use the emergency service offered by
customer care. 18.5% are neutral, 22.5% are agreed, 20.8% are strongly agreed,
25.4% are disagreed and 12.7% are strongly disagreed of using the emergency
service often offered by customer care.
So the ROBI subscribers more or less use the emergency service offered
by customer care.
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
16
9.2
9.2
9.2
Disagree
10
5.8
5.8
15.0
Neutral
37
21.4
21.4
36.4
Agree
93
53.8
53.8
90.2
Strongly
Agree
17
9.8
9.8
100.0
173
100.0
100.0
Total
11
BUS
Frequncy
n
tw
e
o
k
r
v
o
c
r
e
g
a
o
e
fA
E
T
K
L
1
2
3
4
56
0
N
1
=
7
e
tM
S
n
a
.D
d
.4
3
=
v
e
9
.0
1
6
2
0
4
0
6
0
8
0
0
1
0
H
to
is
g
m
a
r
Analysis:
The mode of the question is 4 means 53.8% of the respondents (maximum) are
agreed, 21.4% are neutral, 9.8% are strongly agreed of the fact that they are
satisfied with the network coverage of ROBI.
So, it can be said that maximum ROBI subscribers are more or less
satisfied with the network coverage of ROBI.
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
35
20.2
20.2
20.2
Disagree
12
6.9
6.9
27.2
Neutral
35
20.2
20.2
47.4
Agree
52
30.1
30.1
77.5
Strongly
Agree
39
22.5
22.5
100.0
173
100.0
100.0
Total
11
BUS
Frequncy
c
e
r
m
o
n
e
A
d
T
K
L
E
e
S
ic
v
r
e
2
3
4
56
01
N
1
=
7
e
tM
S
n
a
.D
d
.2
3
=
v
e
8
.4
1
2
0
1
2
0
3
0
4
0
5
0
6
H
to
is
g
m
a
r
11
BUS
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
16
9.2
9.2
9.2
Disagree
20
11.6
11.6
20.8
Neutral
26
15.0
15.0
35.8
Agree
95
54.9
54.9
90.8
Strongly
Agree
16
9.2
9.2
100.0
Strongly
Agree
16
9.2
9.2
100.0
173
100.0
100.0
Total
11
BUS
Analysis:
11
BUS
The mode of the question is 4 means 54.9% of the respondents are satisfied about
ROBI product differentiation. 15.0% are neutral, 9.2% are strongly agreed, 11.6%
are disagreed and 9.2% are strongly disagreed or not satisfied with ROBI product
differentiation.
So, maximum respondents are more or less satisfied with ROBI product
differentiation. Recently ROBI provides Phurti, joy & power as the prepaid,
ROBI postpaid, and INFINITY & SIGNATURE as the corporate package.
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
2.9
2.9
2.9
Disagree
27
15.6
15.6
18.5
Neutral
27
15.6
15.6
34.1
Agree
82
47.4
47.4
81.5
Strongly
Agree
32
18.5
18.5
100.0
173
100.0
100.0
Total
11
BUS
11
BUS
Analysis:
The mode of the question is 4 means 47.4% are agreed of the fact they are satisfied
of the ROBI call rate structure. 18.5% are strongly agreed, 15.6% are both neutral
and disagreed and the remaining 2.9% are strongly disagreed of the fact.
So, maximum respondents are more or less satisfied with ROBI call rate
structure.
BUS
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
21
12.1
12.1
12.1
Disagree
34
19.7
19.7
31.8
Neutral
48
27.7
27.7
59.5
Agree
45
26.0
26.0
85.5
Strongly
Agree
25
14.5
14.5
100.0
173
100.0
100.0
Total
11
BUS
Analysis:
11
BUS
The mode of the question is 3 means the maximum respondents are neutral which
27.7% is. 26% are agreed, 14.5% are strongly agreed, 19.7% are disagreed and
12.1% are strongly disagreed.
So, from the above analysis we can say that more than 60% of the
respondents are more or less satisfied with the customer care.
Frequenc
y
Valid
Percent
Valid
Percent
Cumulative
Percent
Strongly
Disagree
25
14.5
14.5
14.5
Disagree
4.6
4.6
19.1
Neutral
45
26.0
26.0
45.1
Agree
36
20.8
20.8
65.9
Strongly
Agree
59
34.1
34.1
100.0
173
100.0
100.0
Total
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Frequncy
0
m
e
g
r
y
c
n
e
1
e
s
2
e
ic
v
r
f3
o
d
r
e
y
b
4
K
A
s
L
E
T
5
r6
e
e
ic
v
0
S
N
v
e
.D
td
3
7
1
=
1
=
8
7
.3
M
n
a
.5
0
1
0
2
0
3
0
4
0
5
0
6
to
is
H
g
m
a
r
Analysis:
The mode of the question is 5 means the maximum respondents agreed that they
are satisfied with the emergency service offered by ROBI. The maximum
respondents are 34.1%. 20.8% are agreed, 26.0% are neutral and 14.5% are
strongly disagreed with the emergency service offered by ROBI.
So, from the above situation we can say that the satisfaction level of
customer regarding the emergency service is more than average or
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Regression Analysis
A Regression Model for overall network coverage of ROBI by easily connect to
other mobile, do not face any network problem,
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Coefficients (a)
Unstandardized
Coefficients
Model
1
Standardiz
ed
Coefficient
s
Std.
Error
(Constant)
1.419
.256
easily
connect to
other
mobile
.113
.073
do not face
any network
problem
-.226
do not face
echo
problem
easily
access
other
competitors
' network
Beta
Sig.
5.545
.000
.112
1.539
.126
.070
-.256
-3.210
.002
.263
.059
.296
4.449
.000
.491
.069
.531
7.113
.000
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ANOVA (b)
Sum of
Square
s
Model
1
Regressio
n
Mean
Square
df
75.941
18.985
Residual
117.29
6
168
.698
Total
193.23
7
172
Sig.
27.192
.000(a)
A Predictors: (Constant), easily access other competitors' network, do not face echo
problem, easily connect to other mobile, do not face any network problem
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So, it can be said that network coverage of ROBI vary do not face any network
problem, do not face echo problem and easily access other competitors' network.
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PROPOSED RECOMMENDATIONS
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CONCLUSION
Majority of the customers are satisfied with brand image and product pricing. Network connectivity has
an also positive effect on the satisfaction via brand image. But customer care service has a negative
impact on the customer satisfaction.
To get the initial customers who will spread the word about how wonderful the organization is, there will
have to be initial advertising. One important area is employee relations and training. If employees are
disgruntled, under trained or underpaid, they will never interact in a positive manner with customers and
all of the knowledge and good intentions are for nothing.
Major parts of the postpaid user are not satisfied with ROBI services. People are facing different sorts of
problem.This is a competitive and customer drivenmarket. Customerhas so many choices. So if ROBI can
not satisfy its customers properly then they will lose its Valuable customer and also the market share.
BIBLIOGRAPHY
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