PREMIER UNIVERSITY CHITTAGONG

ASSIGNMENT ON BUSINESS RESEARCH METHODS ASSIGNMENT TOPIC: RESEARCH PROPOSAL & QUESTIONAIRE SURVEY

GROUP NAME:- WE ARE ALL SUBMITED TO:SADIA AKHTER

Assistant Professor of Marketing Faculty of Business Studies Premier University, Chittagong SUBMITED BY: MD SAIFUL ISLAM MD SHADAT HOSSEN AHMEDUL KARIM MD AMJAD HOSSAIN MD YOUSUF HERO MD TAWFIQUL ISLAM KAZI MD BADRUDDUZA HOSSAIN MD BELAL ID: 0920113642 ID: 0920113681 ID: 0920113706 ID: 0920113667 ID: 0920113666 ID: 0818112722 ID: 0920113637 ID: 0920113659

Date of Submission: 6th June, 2012

1

Research Proposal on The Customer satisfaction of Airtel

Research Proposal on The Customer satisfaction of Airtel

Background:
Airtel Bangladesh Ltd. is a GSM-based cellular operator in Bangladesh. Airtel is the sixth mobile phone carrier to enter the Bangladesh market, and originally launched commercial operations under the brand name "Warid Telecom" on May 10, 2007. Warid Telecom International LLC, an Abu Dhabi based consortium, sold a majority 70% stake in the company to India's Bharti Airtel Limited for US$300 million. Bharti Airtel Limited took management control of the company and its board, and re-branded the company's services under its own airtel brand from December 20, 2010. The Bangladesh Telecommunication Regulatory Commission approved the deal on Jan 4, 2010. In this situation, we would like to study customer attitude & satisfaction of this company.

Objectives:
The main purpose & objectives of this study is 1. To know customer perception & satisfaction 2. To compare different groups of customers according to their gender and package type 3. To identity the most suitable media for Airtel advertising 4. To recommend measures for improving the product

Methodology: We are proposing a work program based on the performance of Airtel. For smooth, systematic and effective conduct of research, we will focus on the following steps: Study type:- Descriptive study. Research Design:- Survey research performed by structured questionnaire.

 Sample Design: - In order to perform the research task we will need to collect sample from the population. Sample size would be 40. Samples will be selected on the basis of probability sampling. Our target population is mainly students, studying in different diploma, graduate and post graduate programs of different institution of Chittagong.

Data Collection:- Mainly primary and secondary data will be collect as per planned research design. All of our members have contributed to collect the data to conduct this survey.

Data Process and Analysis:- After collecting the data the next task is to organize the data for statistical analysis. Standard editing coding procedures will be utilized statistical tools such as frequency count, percentage, mean would be used. Report preparation:- A written report and an oral presentation on this survey will be presented. Time & budget:Job description 1. Questionnaire design 2. Personal Interview Cost Tk. 1000 Tk. 1500 Time(days) 4 2

QUESTIONAIRE SURVEY

QUESTIONAIRE SURVEY
Respondent Name Address : ____________________________________________________ : ____________________________________________________

____________________________________________________ Interviewer Student ID Contact Number A. Gender B. Marital Status : ____________________________________________________ : ____________________________________________________ : ____________________________________________________ : 1. Male : 1. Married 2. Female 2. Single

C. In which university do you study? a) CU b) PUC c) IIUC d) UITS e) Others_____________________________________________ D. Which program are you currently in? ______________________________________________________ E. In which year of your study are you now? a) 1st year b) 2nd year c) 3rd year d) 4th year

01. Which package of Airtel are you using currently? Shobai (prepaid) Dolbol (prepaid) Kotha (prepaid) Adda (prepaid) Foorti (prepaid) Golpo (prepaid) Airtel exclusive (postpaid) Airtel classic (postpaid) Airtel advantage (postpaid) 02. How long have you been using this connection of Airtel? For past several months For about one year For about two years For about more than two years 03. How much money do you usually spend on your package per month? Within Tk. 500 Within Tk. 500 to Tk. 799 Within Tk. 800 to Tk. 999 Tk 1000 or more 04. What is your opinion for better service? (You can check more than one) Wide network coverage Faster internet Reasonable call rate Others___________________ 05. Which media would you recommend for Airtel advertising? (please rank them from 1 to 6, where, 1= Highly recommend, 6= least recommend) Television Radio Newspaper Internet Billboard Magazine center c) Do both a & b if needed 7

06. When you face any problem regarding your package, you-----a) Call customer care center b) Visit customer care

d) None # Please express your opinion regarding the following statements. (For Q#07 to Q#12) 07. Now I feel I did the right thing when I purchased this package. Strongly disagree 1 Disagree 2 Somewhat agree 3 Agree 4 Strongly agree 5

08. The service I get is exactly what I expected from this package. Strongly disagree 1 Disagree 2 Somewhat agree 3 Agree 4 Strongly agree 5

09. The customer care employees are very skilled to solve my problem immediately. Strongly disagree 1 Disagree 2 Somewhat agree 3 Agree 4 Strongly agree 5

10. The customer care employees are very courteous towards me. Strongly disagree 1 Disagree 2 Somewhat agree 3 Agree 4 Strongly agree 5

11. I think Airtel is doing better than any other operator in the market. Strongly disagree 1 Disagree 2 Somewhat agree 3 Agree 4 Strongly agree 5

12. I would strongly recommend Airtel to my friends. Strongly disagree Disagree Somewhat agree Agree Strongly agree

13. Overall how satisfied are you with Airtel? Dissatisfied 1 Not at all satisfied 2 Somewhat satisfied 3 Satisfied 4 Highly satisfied 5