Determining The Customer Satisfaction of Teletalk Bangladesh Limited

“Determining the Customer satisfaction of Teletalk Bangladesh Limited”
1.0 Introduction
Tele density of Bangladesh is still the lowest in South Asia, according to the statistics of the
International Telecommunication Union (ITU). About 1.56% among 100 people has access to
telecom facility. It shows the high potential in the telecommunication sector in Bangladesh.
The existing telecommunication companies operating in Bangladesh have been enjoying
competitive advantage because of less global competition but this scenario is soon to be
changes as global giants are focusing on Bangladeshi markets with differentiated service and
competitive advantages.
State-owned mobile operator Teletalk has been forced to delay its much-hyped launch of 3G
services, due to the reluctance of state-owned land phone operator, Bangladesh
Telecommuni-cation Company Limited (BTCL) to provide land for setting up Teletalk's 3G
infrastructure. Sources at Teletalk said the mobile operator has asked for BTCL-owned land
in Sher-e-Bangla Nagar, Ramna, Banani, Moghbazar to install 3G equipment, including base
transceiver system (BTS) and signal tower, which BTCL had declined. As per regulations,
Teletalk has to pay rent fixed by the public works department (PWD) to use BTCL land for
their own purpose, said a BTCL official. Teletalk, however, didn’t want to pay that rent.
Teletalk has also asked for a soft loan from BTCL, as the mobile operator has a very tight
budget for launching 3G services, but BTCL has shown its reluctance in providing the loan.
BTCL had, previously, given a loan of Tk. 25 crore to Telephone Shilpa Sangstha (TSS), for
its laptop project, but it is yet to get the money back from TSS, said a BTCL official. “We've
been losing revenue gradually over the past couple of years, so we're not in a position to
disburse any sort of loan,” said a top BTCL official.
On May 3, 2011, the executive committee for National Economic Council (ECNEC) gave its
nod for the Tk. 1,901 crore 3G project, out of which, Teletalk would have to provide Tk. 424
crore. The rest was supposed to come from the EXIM bank of China at 2 per cent interest.
But, as dollar prices have increased by Tk. 10-12 during this time, the amount of Tk. 424
crore, which Teletalk was supposed to provide, has also increased by at least 15 per cent.
Teletalk has failed to get this extra money from any bank, due to ongoing liquidity crisis.
1
On the other hand, Teletalk has not complete its part of the agreement, including the fund
collection, site selection for the BTS and signal tower, the Chinese companies Huawei has
stopped shipment of 3G equipments. The agreement, signed between Teletalk and EXIM
bank of China, stated that the Chinese company would send the necessary equipment, after
Teletalk complete its part (mentioned earlier).
Mujibur Rahman, managing director, Teletalk was not available for comments. Another top
official, who preferred not to be named, however, told The Independent that if these issues
are not resolved, it would be very tough to launch 3G service by June. The 3G services by the
state-owned telecom operator were supposed to be started from this March 26.
The 3G services by the state-owned telecom operator were supposed to be started from this
March 26. Launching of its service needed an additional 2,500 new towers apart from the
existing 1,800 towers of the Teletalk.
The 3G is the high profile mobile phone technology which can transfer data for both audio
and video purposes faster with greater quality and it will be a highway for Internet. Any kind
of large data can be transferred within a few seconds. The 3G will be accessible through
mobile phone set, laptop and other devices.
1.1 Origin of the Report
I had to work for The Teletalk Bangladesh Limited for a period of weeks to find out existing
problems. The Manager of the Teletalk Bangladesh Limited. The dissertation on
2
1.2 Objectives of the Study
The broad objective was defined at first. This broad objective was fragmented into some
smaller, clearer, specific objectives.
a) Broad Objective:
The broad objective of this study is to know about the Tele history of Bangladesh and analyze
the Determining the Customer satisfaction of Teletalk Bangladesh Limited.
b) Specific objectives:
 To focus on the competitive advantages enjoyed by the Teletalk Bangladesh Ltd. 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 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.
1.3 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:
1.3.1 Sources of Data
a) Questionnaire survey: I survey on dealers, subscribers and retailers and business market.
My sample size was 100 and the information. It helps me to collect the information about the
Determining the Customer satisfaction of analysis of Teletalk Bangladesh Ltd and the market
position of the company.
b) Interview collection from Management: I cover up the face-to-face and telephone

interview among the interviewee for getting the vital information.
3
c) Conversion to the others: I have done the conversation among each other in the group
and also discuses with my course instructor to institute the formation of report.
Besides, 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
“Teletalk website”, Google website, monthly magazine; some information was collected from
the Internet from various web sites.
1.3. 2 Type of Research
This research is a descriptive research. It will ultimately draw a conclusion and try to find out
the actual meaning of the term “Customer satisfaction of Teletalk”.
1.3.3 Sampling Plan
a) 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.
b) 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.
1. Sampling of organizations
2. Sampling of mobile subscribers.
c) Sample Size: The sample size is 100 respondents.
4
1.3.4 Data Collection Method

In most of the cases the selected organizations and persons were visited and the
questionnaires were distributed to those organizations selected employees and subscribers for
collecting data. A week later they were contacted to collect the responses but not all
questionnaires were found completed. This part of the research was too difficult and
painstaking because it required frequent visits to the respondents to collect all the responses.
It took about 4 weeks to cover all the respondents.
1.3.5 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.
1.4 Scope of the Study
This study covers only Dhaka City because of possible complexity and difficulty in covering
whole country and because of shortage of time and manpower required for the survey.
Corporate clients, Dealers and individual customers are the main population of the study.
1.5 Limitations
Limitation, which I have faced while doing my report are discussed below:
 Since the Teletalk at its early stage in Bangladesh, not all even are well-known with
the service of the mobile company. One of the major limitations faced while
conducting the study was to communicate with the selected respondents because they
were very busy with their regular jobs.
 As, I had more dependence on the primary 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.
5
2.0 Organization Overview
2.1 History
Starting of mobile telephone service through a state-run entity was the cherished dream of all
people of Bangladesh. Bangladesh Government had honored the dream by including this
issue in its election pledge. Our government had taken several positive steps for making this
dream into a reality. Though money is very hard to come by in the national budget, our
government had allocated approximately Taka 800 (eight hundred) crore for the mobile
telephone project. We have also created the new company Teletalk Bangladesh Limited to
operate and render its services to the people. (The present government is committed to reach
mobile telephony to the doorsteps of the common man at an affordable price. Teletalk, a
state-run public mobile-telephone company was launched with that objective in mind. The
venture has proved to be successful one, as the introduction of Teletalk has led to reduction
of tariffs in mobile telephone services rendered by other providers as well.Teletalk is the only
state-run mobile telephone service provider in the country. It has already completed one year
of operation. In this year Teletalk has a story of success as well as failure. On the other hand,
there is still undesirable weak or no network in some important places despite its best and
sincere efforts.
People's expectation from Teletalk is very high - people have shown tremendous enthusiasm
to have a connection of Teletalk mobile phone. Therefore, Teletalk must honor its customers
by improving its services day-by-day so that people may be proud of the organization. This
state-run company should however, be given enough authority and freedom to expand its
network and to provide more and more value added services to strengthen its position in the
market. This will not only create a source of revenue for the Government but also give rare
opportunity to the public to have better and quality services at cheaper rates.
6
2.2 Launch of Teletalk
The long awaited launching of a mobile telecom network by a state-run enterprise had finally
materialized on 31 March 2005. It also fulfilled a cherished dream of people who
continuously demanded to the government for such an enterprise. The government started the
"Mobile Telephone Project" and Bangladesh Telegraph & Telephone Board (BTTB) was
entrusted with the responsibility for implementing the same. The Project work started in June
2004 and the network was soft launched on 29 December 2004. I am happy that BTTB had
been able to keep its promise and deliver in time.
Teletalk Bangladesh Ltd. was formed to operate the network installed by BTTB and it has
been successful in operating a standard network and give proper service to the people of
Bangladesh. Teletalk has introduced many attractive packages and all of them have been
welcomed by the market. From the very beginning of its launching,
Teletalk got huge popularity as it triggered the true competition in the market. I am happy to
know that within one year, Teletalk has covered 61 districts, 120 upazillas and most part of
the three major highways of the country. However, there is still a long way to pass for
improving its network.
People have high expectation from Teletalk. They expect continuous network coverage all
over the country, prompt customer service, and more value added services, data services of
high band-width etc. from Teletalk. Teletalk must honor its customers by improving its
services day-by-day so that people can realize that even in a competitive scenario, the public
sector organization can achieve remarkable development if they get opportunity.
Initial Capacity At the time of lunching
With a capacity of 2.5 Lakh Mobile Phone, it is not possible to cover a network throughout
Bangladesh. According to scope of the project this capacity is limited to all metropolitan
cities, all district head quarters and three major highways. In spite of that, BTTB's Mobile
Project will cover about 275 Upazillas and growth centers.
7
Government decision to own a Mobile Company was to ensure fair competition between
public and private companies. After the emergence of Teletalk Bangladesh Limited, rates &
tariffs in the market have been reduced tremendously. Moreover all the mobile operators are
now continuously trying to provide more value added quality services with cheaper rate. Only
fair competition can ensure better service and Teletalk is a party to it.
2.3 Departments of the Teletalk
All the departments must fix up their largest and it is better to make it as much objective as
possible. Some of the tentative targets can be cited as follows:
a) Customer Service
b) Operations
c) Planning
d) IT
e) Finance
f) Human Resource
g) Marketing
2.4 Analysis of Teletalk
The most remarkable success of Teletalk has achieved great success during last four years in the
telecom industry including booming launch of 3G. To enhance the participatory role of Teletalk
to build “Digital Bangladesh” Teletalk has launched 3G service for the first time in Bangladesh
on 14th October, 2012 for commercial tasting purpose.
The strength of Teletalk was the confidence of the subscribers in the government institution. On
the other hand it's being the part of government, is probably the biggest weakness from
operational perspective of Teletalk, which will be understandable as we go through this article.
At a time when people were desperately searching the way out to get rid of the oligopoly of a
few operators, j Teletalk started its operation with big bang of response. People became frenzy
to get a Teletalk SIM. Another good reason for that craze was its flexibility in connectivity
8
with the other operators. It's the only SIM, which has such a, versatility of connections
having ISD, Economy ISO service along with both incoming and outgoing connectivity with
any of the land phones. The biggest weakness was a premature entrance in a mature market. As
soon as anyone could catch hold of a Teletalk mobile, he started comparing it with the services
of Grameen, Banglalink or Aktel.
Having the slightest of ideas of what problems can impound and compound starting a
commercial operation with such a small coverage containing pockets all over the places,
Teletalk had its first setback. Many of us used to say "Where is the harm in throwing a system
on use with such a small number of BTSs if operator like Grameen could start its commercial
operation with couple of BTSs around." But "think-tanks" of Teletalk miserably failed to
identify the difference of stepping into a developed market and that into a developing market.
Moreover, the progress of development of network was far below the expectation of
subscribers. Above all the interfacing with other operators was so poor, especially with
GRAMEEN, mostly because of non-cooperation, it became a nightmare for the Teletalk
subscribers to use a Teletalk mobile. Peoples' hope was immediately dashed out and all the
opportunities Teletalk had started with immediately began shrinking and squeezing.
Present Status of 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 our customers through our 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 that’s 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 people’s phone – “Amader Phone”.
9
Mission & Vision
To innovate and constantly find new ways to enhance our services to our customer’s current
needs and desires for the future. Our vision is to know our customers and meet their needs
better than any one else.
Basic objectives for which the Company was formed are highlighted here under
1. To provide mobile telephone service to the people from the public sector
2. To ensure fair competition between public and private sectors and thereby to
safeguard public interest
3. To meet a portion of unmitigated high demand of mobile telephone
4. To create a new source of revenue for the government
Incorporation of Teletalk
Teletalk Bangladesh Limited (the “Company”) was incorporated on 26 December, 2004 as a

public limited company under the Companies Act, 1994 with an authorized capital of
Tk.20,000,000,000 being the only government sponsored mobile telephone company in the
country. On the same day the Company obtained Certificate of Commencement of Business.
Company’s Network Expansion
Teletalk Bangladesh Limited has continually expanded its network, to better accommodate its
growing customer base as well as to keep the promise of providing better service. As of now,
Teletalk has already established its network foothold in 64 Districts, 402 Upazilas, and most
of the highways. Teletalk is continuing its network expansion to reach more corners of
Bangladesh.
10
Scope to be explored
Governance is derived from e-governance refers to government’s use of information and

communication technology to exchange information and services with citizens, businesses,
and other arms of government. Teletalk is ready to provide with the help of third party
software, mobile interactivity for the citizens of Bangladesh with m-Governance. This may
includes, but not limited to
1. Mobile based Live Citizen Reporting Solution

2. Mobile User Info bank (Database of Mobile Users of Bangladesh)
3. Agriculture information services for the farmers and also for the end users, like
product price in different parts of the country.
4. Product ID for all consumer products/ Organization.
5. Interactivity between Government and the Citizens.
Possible departments who will be directly benefited from the above services are
1. Police.
2. Rapid Action Battalion
3. Fire Service
4. NBR
5. Agriculture Department.
6. BRTA
7. BSTI
8. BTRC
9. Election Commission
10. Health Services.
11
The disenchantment of subscribers for not having Teletalk services outside Dhaka
can be identified as:
 Higher value of SIM price

 Poor Area Coverage
 Poor marketing
 Inferior quality of transmission link bringing down the BTS too often
In this case high value of Teletalk SIM is worth mentioning. Packages from other operators,
having similar facilities offered by Teletalk, are available at 3 to 4 times less price than that of
Teletalk. It is totally unjustifiable to charge a subscriber such an astounding price for having a
SIM of a network which doesn't have satisfactory level of coverage and which has service-
level not at its peak. Quite understandably, subscribers are feeling disillusioned
subscribing for Teletalk.
There might be other reasons, which should be identified by the Marketing Department, and
appropriate tools should be developed to resolve the problem.
12
3.1 Customer Satisfaction from Theoretical View
Customer satisfaction is the extent to which a product or service’s perceived performance

matches a buyer’s expectations. If the product or service’s performance falls short of
expectations, the buyer is sure to be dissatisfied. If performance matches or exceeds
expectations, the buyer is satisfied or delighted.
Expectations are based on customers’ past buying experiences, the opinion of friends and
associates, and marketer and competitor information and promises. Marketer must be careful
to set the right level of expectations. If they set expectations too low, they may satisfy those
who buy but fail to attract enough buyers. In contrast, if they raise expectations too high
buyers are likely to be disappointed. Dissatisfaction can arise either from a decrease in
product and service quality or from an increase in customer expectations. In either case, it
presents an opportunity for companies that can deliver superior customer value and
satisfaction.
Today’s most successful companies are rising expectations—and delivering performance to

match. Such companies track their customers’ expectations, perceived company performance,
and customer satisfaction. Highly satisfied customers produce several benefits for the
company. Satisfied customers are fewer prices sensitive, remain customers for a longer
period, and talk favorably to others about the company and its products & services.
Although the customer centered firm seeks to deliver high customer satisfaction relative to its
competitors, it does not attempt to maximize customer satisfaction. A company can always
increase customer satisfaction by lowering its price increasing its services, but it may result in
lower profits. Thus, the purpose of marketing is to generate customer value profitably. This
requires a very delicate balance: The marketer must continue to generate more customer
value and satisfaction but not “give away house.” Now, we have a very good idea regarding
the importance of customer satisfaction. So, it is also important for the company to know
about the satisfaction level of the customers. When any problem is cropped up and identified,
it becomes easier to solve the problem. In the next part of my paper I have focused on the
‘Customer Satisfaction Factors’ of Teletalk Bangladesh Ltd.
13
3.2 Customer Satisfaction Factors of Teletalk
Teletalk Bangladesh Ltd. is a highly and fast growing mobile company. In mobile
telecommunication industry, there are direct and indirect factors that influence customer
satisfaction. I tried to focus on the most important factors that influence customer satisfaction
at Teletalk.
3.3 Airtime
Airtime is the core offering of Teletalk. So, quality of communication, network availability
etc. are the most important customer satisfaction factors. Quality of airtime depends on the
ratio of subscribers and transmission base stations. If the numbers of subscribers are
increased without developing the network, quality of airtime goes down.
3.4 After Sales Services
“After sales service” is very important in the mobile telecommunication industry. Teletalk
has extensive after sales customer care tools. I would like to focus on these tools one by one.
3.5 Helpline
Teletalk is the first company who introduce 24 hour helpline in Bangladesh. In this part of
my paper I tried to focus on the existing operations of the helpline service of Teletalk, which
will enable us to understand the importance of the helpline service. A Teletalk subscriber
needs to dial 1234 to reach Teletalk Helpline. It is computer aided information base to afford
immediate access to the information about the subscribers. But the operations are done
manually.
After dialing 1234 the subscriber is first welcomed by an automated and standardized
process. Then s/he needs to wait for few seconds. After that the subscriber reaches the
Customer Centre Officer (CCO). The CCO starts the conversation with a greeting. The
subscriber explains his/her problems to the CCO (Some Basic Queries are enclosed in The
APPENDIX).
14
If the inquiry is regarding general information, the customer relations officer does not need to
take help of information system. S/he just provides the information and the subscriber keeps
the phone.
There are some queries that are very much more personalized and the CCO needs to get into
the account of that particular subscriber and provide the service. In some cases the subscriber
just keeps the complaint/request and later action is needed to be taken.
3.6 Value Added Services
This is a newly introduced value added services by Teletalk. This is a automated push pull
service. A Teletalk subscriber needs some types of information like Jokes, Weather, Taxi,
Horoscope, Quotes, Emergency, International Weather Forecasting, and Cricket. The Teletalk
subscribers apply following process and charge reduction 1 TK per message.
Jokes
joke<space><joke number> Joke Number: 001 – 038
Example: joke 020

Weather wt<space><city name> City Name: Dhaka, Delhi, Tokyo,
Bangkok, Beijing, Singapore,
Example: wt dhaka
London, New York, Paris, Moscow,
Calcutta, Chittagong, Barisal, Bogra,
Sylhet, Sydney, Melbourne, Karachi

Taxi taxi<space><division> Division: dhk, cht, khl, syl, jes, raj,
brs
<space><taxi type>
Taxi Type: yellow, black
Example: taxi dhk yellow

Horoscope hor<space><sign> Signs: ari, leo, sag, tau, vir, cap, gem,
15
lib, aqu, can, sco, pis

Example: hor ari

Quotes qot<space><quote Love Quote Number: 001 - 095
type><space><quote
Fun Quote Number: 001 - 038
number>
Birth Quote Number: 001 - 076

Example: qot love 023
Friend Quote Number: 001 - 043

Emergency emrg<space><division> Division: dhk, cht, khl, syl, jes, raj,
brs
<space><ph num type>
Ph Number Type: pol, fire, amb
Example: emrg dhk
pol
International fc<space><city name> City Name: Dhaka, Delhi, Tokyo,
Weather Bangkok, Beijing, Singapore,
Example: fc new york
Forecasting London, New York, Paris, Moscow,
Calcutta, Chittagong, Barisal, Bogra,
Sylhet, Sydney, Melbourne, Karachi

Cricket cric<space><first 3
alphabet of cricketing
country>
Example for Bangladesh :

cric ban
3.7 Customer Care Centers
16
Most of the problems of the subscribers are solved by the helpline service. But there are some
problems that can not be solved there. Subscribers need to come physically to deal with those
problems. GrameenPhone has five information centers that are popularly known as ‘Info
Centers’.
*General Information: 1234 *Help Line [Prepaid]: 01550157750, 01550157760
*Help Line [Postpaid]: 444 *Help Line [Corporate]: 267
*Help Line [Telecharge]: 852
Station Address Help Line
Dhaka Head Office Cell: 015 5015 7750, 015 5015

And 7760
Banani Customer Care Center
House # 41, Road # 27, Block # A
Fax: 02-8857592
Banani, Dhaka.
Uttara Customer Care Center
Cell: 015 5015 0061
AB Super Market
(2nd floor, west side), Road # 2, Sector
# 3, Fax: 02-8955007
Uttara, Dhaka.
Dhanmondi Customer Care Center
PSTN: 02-9670811
Dr. Refatullah's Happy Arcade (2nd
Cell: 015 5015 0073
floor)
House # 3, Road # 3,
Fax: 02-9673636
Dhanmondi, Dhaka.
Palton Customer Care Center PSTN: 02-9561111

Surma Tower (1st Floor) Cell: 015 5015 0074
59/2 Purana Palton, Dhaka
Fax: 02-9561188
Mirpur Customer Care Center

Akhanda Tower (Press Market) Block-
Kha, Cell: 015 5015 0098
Road-1, Plot-12, Section-6, Mirpur-10,
Senpara Parbota, Dhaka.
Farmgate Customer Care Center Cell: 015 5015 0060
17
Boro Bazar(2nd floor), Shopping

Complex,
104, Green Road, Farmgate, Tejgaon,
Dhaka-1215.
Tongi Customer Care Center Cell: 015 5015 7780
TSS Bhavon, Tongi.
Fax: 02-9816799
Ramna Customer Care Center

Ramna BTCL Compound, Cell: 015 5015 7784
Ground Floor, Gulistan,
Ramna, Dhaka-1000.
Jatrabari Customer Care Center
33/2 Uttor Jatrabari, Nowab Stone
Cell: 015 5015 7783
Tower,
1st Floor, Dhaka-1204.
Sadarghat Customer Care

Nagar Siddique Plaza, Shop # 220 Cell: 015 50157799
3/7-1, Johnson Road,
Sadarghat, Dhaka-1000.
Agrabad Customer Care Center PSTN: 031-2516800

C & F Tower (2nd Floor) Cell: 0155 015 0078
1222, Shaikh Mujib Road,
Agrabad, Chittagong. Fax: 031-2516802
Chittagong Dampara Customer Care Center PSTN: 031-2857866
Idris Center (1st floor) Cell: 0155 015 0079, 0155
444 M. M. Ali Road 0150080
Dampara Chittagong.
Fax: 031-2857899
Teletalk Customer Care Center PSTN: 041-733946, 041-733947

Amin Plaza (2nd Floor) Cell: 015 5015 0065
Khulna
68/B, K D A, Avenue
Khulna. Fax: 041-733948
Rajshahi Teletalk Customer Care Center PSTN: 0721-812323, 0721-

282, Ahamad Plaza (2nd Floor) 812324
Alupotti, Ghoramara, Rajshahi. Cell: 015 5015 0063
18
Fax: 0721-812333
Teletalk Customer Care Center PSTN: 0821-724455, 0821-

R. N. Tower (1st Floor) 813033
Sylhet Chowhatta, Sylhet. Cell: 015 5015 0067
Fax: 0821-715500
Teletalk Customer Care Center PSTN: 051-60000

Islamic Studies Group Bhaban (1st Cell: 015 5015 0064
Bogra
Floor)
Station Road, Satmatha, Bogra. Fax: 051-60499

Barisal 01 no, East Bagura Road, (Ground floor Cell: 015 5015 0066
of Hotel Ababil), Barisal.
Fax: 0431-2176012
325/365 Jhawtola (1st Floor) Cell: 015 5015 0068
Comilla
Comilla.
Fax: 081-71114

3, Ganginarpar (1st Floor) Cell: 015 5015 0062
Mymensingh
Mymensingh.
Fax: 091-65300

Bahadur Market Cell: 015 5015 0075
Faridpur
14/111, Hazratala Mohalla,
Faridpur Sadar, Goalchamat, Faridpur. Fax: 0631-66673
Teletalk Customer Care Center Cell: 0155 015 7782

Dinajpur Alam Corporation, (1st Floor),
Jail Road, Munshipara, Dinajpur. Fax: 0531-52680

Nuel Plaza (1st floor), Jahangir Bhaban, Cell: 0155 015 0096
Bandarban K B Road, (In front of Bandarban Sadar
Thana), Bandarban.
Fax: 0361-63588
19

Khagrachori Court Road, Diginala Road, Cell: 0155 015 0081
Khagrachori. Fax: 0371-61149

Rangamati Paurashaba Market. Rangamati. Cell: 0155 015 0095
Fax: 0351-71351
Teletalk Customer Care Center Cell: 015 5015 7781

Jessore 4, BK Road, Bejpara, Jessore.
Fax: 0421-63555
Teletalk Customer Care Center

PSTN: 071-71009
Shatabdi Bhaban Market (2nd floor),
Kushtia
92, N.S Road, Thana Traffiq more,
Cell: 015 5015 0097
Kushtia.

Cox's Bazar BTCL Bhavan, Motel Road , Cox's Cell: 015 5015 0059
Bazar.
Pabna Tati Market (1st floor), Traffic Moor, Cell: 015 5015 0070
Pabna.
Narayangonj Al-Joynal Plaza, 1st Floor, Maleh Road Cell: 015 5015 7786
(Opposite Narayangonj Model Thana),
Tanbazar, Narayangonj.
Rangpur Rangpur Bhaban, Station Road Ground Cell: 015 5015 7787
Floor, Rangpur.
Hobigonj Teletalk Customer Care Center Cell: 015 5015 7785
BTCL Compund, Hobigonj.
In these information centers, the subscribers can come directly with their problems like
billing (wrong bill, detailed bill etc.), address change, SIM change, handset problems etc.
These after sales services are very crucial to keep the subscribers satisfied regarding Teletalk.
3.8 Conducting a Survey
20
I developed my questionnaire (enclosed in the APPENDIX) mainly focusing on the customer

satisfaction factors of Teletalk. There were ten closed-ended questions. I kept one open-ended
question to better understand the gap between customers expectation and satisfaction level.
My topic of this report was ‘Assessing Customer Satisfaction of Teletalk’. As I aimed to
assess the satisfaction level, I only surveyed the ‘users’ of Teletalk.
4.0 3G Services of Teletalk
21
The G in 3G network stands for "Generation" and 3G Network stands for the "Third
Generation" of telecommunication hardware standards and general technology for mobile
networking . In other words 3G is a family of standards for mobile telecommunications that
include simultaneous use of wide-area wireless voice telephone, video calls, higher wireless
data rates on cell phones and other Internet-enabled devices both in mobile and stationary
environment.
4.1 3G network coverage
According to the International Telecommunications Union, five technologies comprise 3G

technology as a whole.
These technologies include:
1. Enhanced Data Rates for GSM Evolution, known as EDGE,

2. Code Division Multiple Access, or CDMA 2000,
3. Universal Mobile Telecommunications System or UMTS,
4. Digital Enhanced Cordless Telecommunications and
5. Worldwide Interoperability for Microwave Access, or WiMax.
6. ITU labels 3G technology as International Mobile Telecommunications for the year
2000 (IMT-2000).
4.2 The capabilities of 3G network

As 3G technology is a group of radio interfaces it offers wide-range of wireless network
service and capacity. 3G technology provides subscribers with enhanced functionality,
including larger bandwidth, faster data transfer rates and spectral efficiency. The 3G network
is designed to support advanced capabilities contained in mobile and stationary
communication devices. Smart-phones have been the main beneficiaries of 3G technology,
but devices such as desktops, laptops and tablet computers are capable of using the
technology as well. Communication devices connected to the 3G network experience up to
14.4 megabits per second download speed and up to 5.8 Mbps upload speed. Unlike second-
generation, or 2G networking, 3G allows for the simultaneous transmission of voice and data
due to its increased bandwidth.
4.3 The features of 3G
22
1. Higher capacity and noiseless voice

2. High-speed internet and wireless application protocol
3. Video calling
4. Mobile TV
5. Mobile music
6. Enhanced video and audio streaming
7. Video conferencing
8. Online HD gaming
9. M-commerce
10. Localization base services
11. Messaging services
12. convergence
13. Universal roaming
14. All sorts of multimedia services
4.4 The advantages of 3G over 2G
3G has superseded 2G technology and precedes 4G technology. When compared to its

predecessor, 3G network coverage offers several features and improvements that 2G
coverage didn’t have, including high-speed Web browsing, three-dimensional gaming and a
high level of security. Because of its backward compatibility, 3G networking can do all that
2G networking could, such as digital voice, voice mail, conference calling and simple data
applications, like email. Because of 3G networking's ability to handle high-capacity data
transfers, it supports features like Video conferencing and Mobile Television.
4.5 3G Services
23
4.5.1 Projonmo 3G
Features
:: Connection fee: Tk. 900.00
:: Free Voice Talk Time: 500 min (Onnet 475min & Offnet 25min).
:: Free Video Talk Time: 500 min.
:: 1000 free SMS (Onnet 950, Offnet 50).
:: 1 GB Internet Free.
:: 1 FnF number [Voice Tk. 0.05/10 sec, Video Tk. 0.15/10 sec and SMS Tk. 0.15/sms].
:: Welcome Gifts : Voice 50min, Internet 1GB, Video 50min, SMS 100.
Condition:
1. Total FREE BONUS: Airtime-500min (onnet-475, offnet-25), Video-500min (onnet),

Internet-1GB, SMS-1000(onnet-950, offnet-50).
2. Subscriber will get Voice-50min (onnet-25, offnet-25), Internet-1GB, Video-50min,
SMS 100 (onnet-50, offnet-50) as welcome gifts and Usage validity 7days.
3. Subscriber will get free Voice-50min (onnet), Video-50min, SMS 100 (onnet) if he/she
recharges minimum Tk.100 after SIM activation and Usage validity 7days.
4. Internet speed will be up to 512kbps and after depletion of free data volume, pay per use
policy will be applied if he/she didn't subscriber any bundle data plan. (Recommended to
subscribe any data plan for cost minimization and better experience).
5. The effective rate in voice onnet-60paisa/min, voice offnet-96paisa/min, video-Tk.3/min
in peak time and voice onnet-30paisa/min, voice offnet-96paisa/min, video-Tk1.20/min
in Off-peak time.
6. After depletion of free bonus (airtime, video, SMS), and for recharge amounts Projonmo
Package Tariff will be applicable.
7. Free Bonus will not be applicable for FNF numbers.9. 15% VAT will be applied on the
mentioned tariff.
Tariff/Charges:
Call Directions Peak [8am-12am] Off Peak [12am-
24
8am]
Per Pulse 10 sec Per Pulse 10 sec
Teletalk to Teletalk Tk. 0.10/10 sec Tk. 0.05/10 sec

Voice Call
Teletalk to Others Tk. 0.16/10 sec Tk. 0.16/10 sec
Video Call Teletalk to Teletalk Tk. 0.50/10 sec Tk. 0.20/10 sec
Voice Tk. 0.05/10 sec
FNF (1 Number) Video Tk. 0.15/10 sec
SMS Tk. 0.15/sms
MMS Tk. 3.00/mms

SMS Tk. 0.45/sms
GPRS Tk. 0.01 / 5 kb
25
4.5.2 EKUSH 3G
Tariff/Charges:
Peak [8am-12am] Off Peak [12am-8am]

Call Directions
Teletalk to Teletalk Tk. 0.20/10 sec Tk. 0.05/10 sec

Voice Call
Teletalk to Others Tk. 0.20/10 sec Tk. 0.10/10 sec
Video Call Teletalk to Teletalk Tk. 0.55/10 sec Tk. 0.17/10 sec
Voice (Onnet) Tk. 0.05/10 sec

FNF (9
Voice (Offnet) Tk. 0.10/10 sec
Numbers)
Video Tk. 0.15/10 sec
SMS Tk. 0.50/sms

GPRS Tk. 0.01 / 4 KB
4.5.3 BIJOY 3G
Tariff/Charges
Peak [8am-12am] Off Peak [12am-8am]

Call Directions
Teletalk to Teletalk 2p or Tk 1.20/Min 1.1P or 66p/Min

Voice Call
Teletalk to Others 2p or Tk 1.20/Min 1.1P or 66p/Min
Video Call Teletalk to Teletalk 6p or Tk 3.60/Min 1.17p or Tk 1/Min
Voice (Onnet) .5p or 30p/Min

FNF (4
Voice (Offnet) 1p or 60p/Min
Numbers)
Video 1.5p or 90p/Min
SMS 50p/SMS
GPRS 1p/4KB
26
4.5.4 SHADHEEN 3G
Tariff/Charges:
Off Peak Peak Super Off Peak

Call Directions
[8 am-5 pm] [5 pm-12 am] [12 am-8 am]
Per Pulse 10 sec Per Pulse 10 sec Per Pulse 10 sec
Teletalk to Teletalk 15.83p/10s 15.83p/10s 4.17p/10s

Out Going
Calls Teletalk to Others 15.83p/10s 23.33p/10s 15.83p/10s
Teletalk to Teletalk 55p/10s 55p/10s 17p/10s
Voice (Onnet) 5p/10s
FNF (3
Voice (Offnet) 10p/10s
Numbers)
Video 15p/10s
SMS 50p/SMS
GPRS 1p/4KB
4.5.5 3G PREPAID BROADBAND
27
SPEED UPTO USAGE AMOUNTS VALIDITY SUBSCRIPTION CODE
1 GB Tk.175 10 days D14

256 kbps 4 GB Tk.600 30 days D16
UNL Tk.1050 30 days D17
1 GB Tk.200 10 days D19
1 GB Tk.300 30 days D31
512 kbps 2 GB Tk.500 30 days D20
3 GB Tk.625 30 days D21
10 GB Tk.1000 30 days D22
UNL Tk.1500 30 days D32
1 mbps 4 GB Tk.800 30 days D25
8 GB Tk.1200 30 days D26
2 mbps 10 GB Tk.2500 30 days D27
4.5.6 3G POSTPAID BROADBAND
Tariff/Charges:
SPEED SUBSCRIPTION
USAGE AMOUNTS VALIDITY
UPTO CODE
28
4 GB Tk.400 1 month F1
256 kbps 8 GB Tk.700 1 month F2
UNL Tk.1050 1 month F3
512 kbps 12 GB Tk.900 1 month F6
1 mbps 20 GB Tk.2000 1 month F10
2 mbps 10 GB Tk.2500 1 month F12
4 mbps Price is negotiable
5.0 Swot Analysis

A SWOT analysis stands for Strengths, Weaknesses, Opportunities, and Threats and is a
simple and powerful way to analyze company's present marketing situation. SWOT Analysis
is a powerful technique for identifying Strengths and Weaknesses, and for examining the
Opportunities and Threats organization face.
Abbreviation Amplification
Strength
29
Opportunity
SWOT Threat
Weakness
What makes SWOT particularly powerful is that with a little thought, it can help us uncover
opportunities that we are well placed to take advantage of. And by understanding our
weaknesses, we can manage and eliminate threats that would otherwise catch our unawares.

More than this, by looking at ourselves and our competitors using the SWOT framework, we
can start to craft a strategy that helps us distinguish ourselves from our competitors, so that
we can compete successfully in current market.
5.1 Tools of Swot Analysis
Strengths
 Patents.
 Strong brand name.
 Good reputation among customers.
 Cost advantages from proprietary know-how.
 Favorable access to distribution networks.
30
Weaknesses
 Lack of patent protection
 A weak brand name
 Poor reputation among customers
 High cost structure
 Lack of access to key distribution channels
Opportunities
 An unfulfilled customer need
 Arrival of new technologies
 Loosening of regulations
 Removal of international trade barriers
Threats
 Shifts consumer tastes
 Emergence of substitute service
 New regulation
5.2 SWOT Analysis of Teletalk Bangladesh Limited
Strength Weakness
31
1. Low cost provider regarding its 1. Premature entrance in a mature market.

competitor.
2. The progress of development of network
2. Subscriber inclination to is far below from the subscriber
Teletalk as a government owned expectation.
organization
3. High connection charge.
3. Teletalk’s all connections are
4. Lack of potential and efficient employee.
ISD & EISD.
5. Lower number of human resource.
4. Teletalk is the only indigenous
company using GSM service. 6. Failed to identify difference between
developed market and developing market.
5. From the very beginning it is
providing free TNT incoming. 7. Lower promotional activities.
6. It has also provided incoming 8. Weak management system

facility up to 2015.
9. Poor marketing
7. Moreover its contribution to our
economy can be notable.
Opportunities Threats
1. Teletalk can use the image of local 1. An upcoming mobile service provider named
and government owned organization. WARID TELECOM a concern of Dhabi group
and present market rivals.
2. Introduction of new technology and
32
services. 2. The invention of technology which is new

modern and consumer oriented.
3. Expand the market in the rural area.
3. Another invisible threat is land phone
4. Teletalk can use the experience of
operator.
BTTB.
5.Teletalk can use soft switch network,
5.3 Analysis of Strengths
 Subscriber inclination to Teletalk as a government owned organization: People have

a deep inclination towards Teletalk . Because subscribers have more confidence in the
government institution. They think that they might get some extra benefit from Teletalk
like lower call rate, optical fiber facilities etc. rather than other providers.
 Teletalk’s all connections are ISD & EISD: It’s a big strength of Teletalk. It’s the only
SIM which has such a versatility of connections having ISD, Economy ISD service along
with both incoming and outgoing connectivity with any of the land phones. This is not
seen to other providers. It gives a tremendous competitive advantage to the Teletalk
Bangladesh ltd over its respective competitors.
 Teletalk is the only indigenous company using GSM service: Teletalk is the only local
organization which is providing GSM technology in this country. The other local
organization named pacific telecom is providing CDMA technology which is more
expensive. So Teletalk can take this advantage over its competitors.
 It has also provided incoming facility up to 2015: Teletalk have a strong strength over
its competitors incase of incoming facility. Teletalks present incoming duration is up to
20015. Which is 20 times more than other competitors?
 From the very beginning it is providing free TNT incoming: Teletalk is the only
provider which is providing T&T incoming free from the very beginning. Whether other
operators providers providing such kind of facility just now.
33
 Moreover its contribution to our economy can be notable: As a Govt. owned company
Teletalk have a strong contribution in our national economy. Its one of the high profit
generating Govt. organization in Bangladesh.
 Low cost provider: The most remarkable success of Teletalk is the slump in tariff
structure. It is the lowest cost provider in Bangladesh telecommunication market.
 Teletalk value added service

 SMS (short message service)
 Voice SMS
 Cricket Update (222)
 Wireless Application Protocol (WAP)
 Bangla SMS
 SMS: (Jokes, Weather, Taxi, Horoscope, Quotes, Emergency, International
Weather Forecasting).
 International SMS
 Friends and Family (Aponjon)
 GPRS (General Pocket Radio Service)
 International Roaming
5.4 Analysis of Weaknesses
 Premature entrance in mature market: The biggest weakness was a premature

entrance in a mature market. As soon as anyone could catch hold of a Teletalk mobile,
he started comparing it with the services of Grameen, Banglalink or Robi.
34
 Lower number of human resource: The number of employee of Teletalk is too

much lower regarding its requirement. As a result the service quality and customer
satisfaction go down.
 Failed to identify difference between developed market and developing market:

Teletalk failed to identify the difference between developed market and developing
market. There strategy making is not match with the current situation.
 Lower promotional activities: The promotional campaign of Teletalk is not too

much strong like other providers of Bangladesh as result consumers are less aware
about Teletalk and its package.
 Weak management system: poor coordination among different functional

department of Teletalk as result service efficiency goes down.
 Poor marketing: The overall marketing activities of Teletalk is not much rich like
other competitors.
 Lower number of value added service: Teletalk Bangladesh Ltd. is providing a less
number of value added service to its subscriber regarding its competitors. As a result
subscribers are becoming dissatisfied on the Teletalk service. The comparison of
value added services of different operators are mention below. Where as Teletalk
providing less number of value added service.
 The progress of development of network is far below from the subscriber

expectation: the expansion of network coverage is too much slow. People thought
that Teletalk should use the BTTB’s network facilities; as a result Teletalk can cover
the most of the area of Bangladesh. But in reality this is not true.
 High connection charge: The SIM price of Teletalk is too many high packages from
the other operators, having similar facilities offered by Teletalk, are available at 3 to 4
times less price than that of Teletalk. It is totally unjustifiable to charge subscriber
such an astounding price for having a SIM of a network which doesn’t have
satisfactory level of coverage.
35
5.5 Analysis of Opportunities
 Teletalk can use the image of local and government owned organization: General
people have a deep inclination to the govt. owned organization especially to the local
organization. People want to keep the money into own country. So Teletalk can use
such kind of soft corner of consumers and promote the service to them.
 Introduction of new technology and services: Teletalk can implement new and
consumer oriented technology in this sector. Because people have inclination to new
and modern technology. Now a day’s people are ready to accept the new thing.
 Expand the market in the rural area: Till now there is huge area is remain out of
coverage where a huge number of target consumers are available. So Teletalk can
bring that respective area under coverage and catch those potential consumers.
 Teletalk can use the experience of BTTB: BTTB one of the old and experience
organization in Bangladesh telecommunication sector. They have special experience
about the consumer behavior of Bangladesh. They know about the consumer’s need
and want. So Teletalk can take help from the BTTB about this matter and implement
those criteria in the competitive market. Which things, give Teletalk competitive
advantage over its respective competitors.
 Teletalk can use softswitch network: The softswitch network separates the bearer
and control layers and a softswitchcentric network can be built on different types of
bearer networks such as TDM, IP and ATM unlike, legacy network that depend on a
single specific switching technology. Based on strategic planning and the
developmental phase, an operator can select suitable bearer mode technologies for
different phases, from the perspective of long term sustainable development, the IP
centered softswitch network defines the future. So Teletalk can use this technology
and practice competitive advantage over rivals.
5.6 Analysis of Threats
36
 An upcoming mobile service provider named WARID TELECOM a concern of

Dhabi group: At present Bangladeshi mobile sector is almost saturated , after that a
new company named WARID is going to starts its operation in Bangladesh which
going to become a big threats to Teletalk and other operators.
 The invention of technology which is new modern and consumer oriented:

Technology is changing with day run. It changes the consumer’s demand pattern by
offering different attractive features. As a result consumer shifts from one technology
to other technology, which might create a big problem to Teletalk and others.
 Another invisible threat is land phone operator: In Bangladesh land phone

operator is expand the market with day run. People are switch from mobile to land
phone operators. As a result ultimately the number of mobile user is decreasing and
create problem to the mobile operators as well as Teletalk.
6.0 Marketing System
 Product
 Price
 Promotion
37
 Place
6.1 Service
Teletalk is a service based industry. So it always tries to maintain the quality of the service
when it serves to the customers. And teletalk has done the job by offering different type of
package.
6.2 Price
Pricing is one of the marketing mix tools that a company uses to achieve it marketing
objectives. Teletalk decides its service pricing on the basis of cost based pricing. They
always think about the consumer purchase capability. That’s why they try to fix a reasonable
price for the consumer.
6.3 Promotion
Promotion is one of the marketing tools that a company uses to achieve its marketing
objectives. Each promotion tools has unique characteristics to improve their total sales.
Teletalk are trying to do more promotional activities for their service. Teletalk Marketing
promotion can be classified in several steps:
6.4 Advertising
Teletalk first promotional activity is advertising. They know that advertising is the way where
massage could be delivered to the consumers mind. And this Massage can be delivered to the
consumer by the sound, music, choreography, lighting and performer appearance.
38
Advertisement massage must be believable, meaningful and distinctive. Advertising can be

used to buildup a long-term image for a product and also can trigger quick sales. So that they
invest a huge amount of money for advertise to create a brand loyal customer.
Advertising media:
 Newspaper
 Web site
 Magazine
6.5 Personal Selling
Personal presentation by the firm sales force for the purpose of making sales and building
customer relationship. Teletalk uses personal selling in different stages of marketing and
distribution. Company distributes their product (SIM, Scratch, Cash card) among the
wholesalers and retailers by maintaining the excellent relationship.
6.6 Sales Promotion
Sales promotion includes a wide way of tools that can attract consumer’s attraction, strong
incentive of purchase, free gifts, discount and several types of occasional program.
PHP sales promotion includes credit sales, commission etc. PHP arrange conference every
year among the dealers, wholesalers and retailers. They always try to influence and convince
them for creating a market demand and sale their product.
6.7 Public Relation
Public relation is used to promote products, people, places, ideas, activities, organizations and
even nations. Public relation can also influence a product sales or brand awareness. Teletalk
39
arrange meeting always with the wholesalers and retailer for maintaining a good relationship
with them.
6.8 Place
Place is very much important for product sale. Place depends on good location, transportation
facility, availability, channels etc. and teletalk select a right place named Banani, from this
place people can easily buy the product and there transportation system is very easy and
available.
7.0 Analysis and Findings
7.1 Presenting the Survey Results: (According to the attached Questionnaire.)
40
1. I use Teletalk because it is the better than other operator!
Where: 5= Strongly agree, 4= Agree, 3= Neither agree nor disagree, 2= Disagree, 1=

Strongly disagree
Strongly Agree 50%

Agree 30%
Neither Agree nor Disagree 10%
Disagree 5%
Strongly Disagree 5%
5= Strongly agree
4= Agree
3= Neither agree nor
disagree
2= Disagree
1= Strongly disagree
41
2. I use Teletalk mobile as it has additional features in comparison to other

operators.

Strongly disagree
Strongly Agree 45%

Agree 25%
Disagree 5%
5= Strongly agree
4= Agree
disagree
2= Disagree
3. Price of Teletalk’s different package is affordable.
42

Strongly disagree
Strongly Agree 55%

Agree 35%
Disagree 4%
5= Strongly agree
4= Agree
disagree
2= Disagree
43
4. I am satisfied with the service (quality of airtime and network availability) of

Teletalk.

Strongly disagree
Strongly Agree 25%

Agree 20%
Disagree 25%
5= Strongly agree
4= Agree
disagree
2= Disagree
44
5. Whenever I want to have a Teletalk connection, I can get it.

Strongly disagree
Strongly Agree 25%

Agree 20%
Disagree 25%
5= Strongly agree
4= Agree
disagree
2= Disagree
45
6. After sales service of Teletalk (Customer Care Centers) is satisfactory.

Strongly disagree
Strongly Agree 15%

Agree 10%
Disagree 25%
5= Strongly agree
4= Agree
disagree
2= Disagree
46
7. Teletalk helpline is very helpful in meeting my queries and other needs.

Strongly disagree
Strongly Agree 15%

Agree 10%
Disagree 25%
5= Strongly agree
4= Agree
disagree
2= Disagree
47
8. Billing rate of Teletalk is Low.

Strongly disagree
Strongly Agree 60%

Agree 25%
Disagree 5%
5= Strongly agree
4= Agree

disagree
2= Disagree
48
9. Teletalk is very sincere in providing me quality service on a continuous basis.

Strongly disagree
Strongly Agree 15%

Agree 10%
Disagree 25%
5= Strongly agree
4= Agree
disagree
2= Disagree
10. If another company comes up with the same features, I will still remain loyal to
Teletalk.
49

Strongly disagree
Strongly Agree 60%

Agree 20%
Disagree 5%
5= Strongly agree
4= Agree

disagree
2= Disagree
8.1 Recommendation
50
Marketing
 Number of new subscribers should be added

 Number of new package should be aired
 Increase the promotional campaign
Operations
 Downtime per BTS in minutes per month
 Downtime per unit in core networks in minutes
 Reduction of fault recovery time
Planning
 Number of new subscribers should be added
 Extension of coverage area in square kilometers
 Expansion of transmission backbone in kilometers
 Introduction of new technology
IT
 Number of systems should be automated in a year
Finance
 Increasing revenue
 Decreasing Expense
 Increased utilization of allocated budget
Human resource
 Hire potential employee
 Provide proper training to employee
 Evaluation system
8.2 Conclusion
51
TELETALK Bangladesh Limited is the first government owned private cellular operator in
Bangladesh. TELETALK Bangladesh Limited has a goal to receive an economic return on its
investments and to contribute to the economic development of Bangladesh where
telecommunications can play a critical role. TELETALK Bangladesh Limited believes in
service, a service that leads to good business and good development. Telephony helps people
work together, raising their productivity. This gain in productivity is development, which in
turn enables them to afford a telephone service, generating a good business. Thus
development and business go together.
The most remarkable success of Teletalk has achieved great success during last four years in the
telecom industry including booming launch of 3G. To enhance the participatory role of Teletalk
to build “Digital Bangladesh” Teletalk has launched 3G service for the first time in Bangladesh
on 14th October, 2012 for commercial tasting purpose.
The main goal of TELETALK Bangladesh limited is to deliver SIM kits to the subscriber at a
cheap rate and make a competitive market. All the categories of subscribers had collected
their SIM kits through banks. This is very satisfactory of SIM collection rate. When the
Subscriber received their SIM kits, the innocent smile of them shows recessive support to
TELETALK. This is the great achievement of TELETALK Bangladesh Limited.
In services sector FDI inflow in Bangladesh is enormous. Telecom sector is become the core
of interest in FDI in Bangladesh. So it is expected in the long run TELETALK has to face an
immense competition. As well as we are also forecasting the current PCO culture might
change if the profit margin reduces at current ratio. By this offer interest of TELETALK and
PCO’s owners reciprocally proportionately will sustain. In the long run they can able to face
the market competition successfully.
52

Determining The Customer Satisfaction of Teletalk Bangladesh Limited

Uploaded by

Determining The Customer Satisfaction of Teletalk Bangladesh Limited

Uploaded by

“Determining the Customer satisfaction of Teletalk Bangladesh Limited”

1.1 Origin of the Report

1.2 Objectives of the Study

1.3.1 Sources of Data

b) Interview collection from Management: I cover up the face-to-face and telephone

Besides, a monthly business magazine on Mobile phone technology named “GSM

1.3. 2 Type of Research

1.3.3 Sampling Plan

a) Definition of the Population:

c) Sample Size: The sample size is 100 respondents.

1.3.4 Data Collection Method

1.4 Scope of the Study

2.0 Organization Overview

2.2 Launch of Teletalk

Initial Capacity At the time of lunching

2.3 Departments of the Teletalk

2.4 Analysis of Teletalk

Present Status of Teletalk

Mission & Vision

Teletalk Bangladesh Limited (the “Company”) was incorporated on 26 December, 2004 as a

Company’s Network Expansion

Governance is derived from e-governance refers to government’s use of information and

1. Mobile based Live Citizen Reporting Solution

 Higher value of SIM price

3.1 Customer Satisfaction from Theoretical View

Customer satisfaction is the extent to which a product or service’s perceived performance

Today’s most successful companies are rising expectations—and delivering performance to

3.2 Customer Satisfaction Factors of Teletalk

3.4 After Sales Services

3.6 Value Added Services

Example: joke 020

lib, aqu, can, sco, pis

Birth Quote Number: 001 - 076

Friend Quote Number: 001 - 043

Example for Bangladesh :

3.7 Customer Care Centers

*General Information: 1234 *Help Line [Prepaid]: 01550157750, 01550157760

*Help Line [Postpaid]: 444 *Help Line [Corporate]: 267

*Help Line [Telecharge]: 852

Station Address Help Line

Dhaka Head Office Cell: 015 5015 7750, 015 5015

Palton Customer Care Center PSTN: 02-9561111

Mirpur Customer Care Center

Farmgate Customer Care Center Cell: 015 5015 0060

Boro Bazar(2nd floor), Shopping

Ramna Customer Care Center

Sadarghat Customer Care

Agrabad Customer Care Center PSTN: 031-2516800

Teletalk Customer Care Center PSTN: 041-733946, 041-733947

Rajshahi Teletalk Customer Care Center PSTN: 0721-812323, 0721-

Teletalk Customer Care Center PSTN: 0821-724455, 0821-

Teletalk Customer Care Center PSTN: 051-60000

Teletalk Customer Care Center PSTN: 0431-2176011

Teletalk Customer Care Center PSTN: 091-66300

Teletalk Customer Care Center PSTN: 0631-66670

Teletalk Customer Care Center Cell: 0155 015 7782

Teletalk Customer Care Center PSTN: 036-163422

Teletalk Customer Care Center PSTN: 037-161145

Teletalk Customer Care Center PSTN: 0351-71195

Teletalk Customer Care Center Cell: 015 5015 7781

Teletalk Customer Care Center

Teletalk Customer Care Center

3.8 Conducting a Survey

I developed my questionnaire (enclosed in the APPENDIX) mainly focusing on the customer

4.0 3G Services of Teletalk

According to the International Telecommunications Union, five technologies comprise 3G

These technologies include:

1. Enhanced Data Rates for GSM Evolution, known as EDGE,

4.2 The capabilities of 3G network

1. Higher capacity and noiseless voice

4.4 The advantages of 3G over 2G

3G has superseded 2G technology and precedes 4G technology. When compared to its

:: Free Video Talk Time: 500 min.

:: 1000 free SMS (Onnet 950, Offnet 50).

1. Total FREE BONUS: Airtime-500min (onnet-475, offnet-25), Video-500min (onnet),

Call Directions Peak [8am-12am] Off Peak [12am-

General Information: 1234 Help Line [Prepaid]: 01550157750, 01550157760

Help Line [Postpaid]: 444 Help Line [Corporate]: 267