Service quality assessment on telecommunication industry: a lesson from Bangladesh

The success of a service oriented organization mostly depends on the level of customers’ satisfaction. This study assesses the customer satisfaction of telecommunication companies in Bangladesh. The study used 400 samples from the capital city, Dhaka and a metropolitan city, Barisal of Bangladesh. A structured questionnaire following SERVQUAL model was used to generate data. At first, factor analysis technique is used to identify the most influential factors and then regression analysis is used to estimate the relationship between factors and the level of customer satisfaction. Results indicate that reliability, empathy and tangibility are the influential drivers of the service quality affecting customer satisfaction. The study suggests that customer will enjoy more satisfaction if the company gives an importance to the development of both its infrastructure and employees in a way that customer can rely on it. It is also recommended that organizations should keep in record and consider all the suggestions retrieved from the customers.