Measuring the Customer Satisfaction Level of 3G Services in Bangladesh

Abstract

The telecommunication industry of Bangladesh has been observing a dynamic shift from talk time based business to data based business. The intervention of 3G services has opened up newer ways to satisfy the consumers. This study tries to measure the level of customer satisfaction of 3G services in Bangladesh. The purpose of this research is to identify the factors that result in greater customer satisfaction. Findings of previous studies related to this issue are taken into consideration in this article. Fifteen (15) correlated variables are selected from related literatures. Factor analysis has been conducted to reduce the number of total variables. Bartlett’s test of Sphericity has been used along with the Kaiser-Meyer-Olkin (KMO) statistic. Apart from factor analysis, some other frequency tables and various diagrams are also developed to describe the market scenario. SPSS 16.0 has been used to analyze the data collected from primary sources through stratified sampling technique.