A Report on Using Servqual Model to Assess Service Quality of Airtel

Topics: Mobile phone, Mobile network operator, Telephone company Pages: 38 (7682 words) Published: June 28, 2013
A Report on USING SERVQUAL Model to assess Service Quality of AIRTEL i

A Report on USING SERVQUAL Model to assess Service Quality of AIRTEL

Submitted to Mr. Kazi Mahfuz Mamtazur Rahman Course Instructor Course Title: Service Marketing Course Code: MKT 402

Prepared by—

Team: Megamind
Aniqa Tahsin Anchal(787) Md. Saidur Rahman (792) Md. Shafaeth Zaman (802) Muqtadir Fattah Nayeeb (807) Nafiz Imtiaz Noor(816) Md. Ashiqul Islam (1332) Md. Asiful Islam (1985)

Date of Submission 20th April, 2013

Institute of Business Administration Jahangirnagar University Savar, Dhaka-1342

April 20, 2013 Mr. Kazi Mahfuz Mamtazur Rahman Course Instructor Service Marketing (MKT 402) Institute of Business Administration Jahangirnagar University

Subject: Submission of report on SERVQUAL.

Sir, It is my sincere pleasure to submit a report on service marketing titled “USING SERVQUAL Model to assess Service Quality of AIRTEL”. This report is submitted as part of the partial fulfillment of the course Services Marketing (course title MKT 402).

This report aims to explore the concept of service quality in telecommunication sector. The telecommunication sector is big and complex, so this report maintained its focus mainly on one telecommunication provider that has established itself as one of the premier brand in the industry. We tried to identify the level of services they provide, and customer’s expectation and perception of the services. We used SERVQUAL model to develop the procedures of our research.

I hope this report will merit your approval.

Sincerely yours Md. Shafaeth Zaman Team Leader: Megamind 20th Batch BBA Program


Making a Report is such a thing of pleasure. But doing this is also a tough thing. With the help of some people we finally were able to finish the task that was assigned to us by the course instructor Mr. Kazi Mahfuz Mamtazur Rahman. While doing this Report we faced some problems and with the help of those people we overcame those problems. For that, we are really grateful to some guys. And we want to acknowledge our gratitude to them. First of all, we would like to thank the almighty Allah. We express our heartiest gratitude to our course instructor Mr. Kazi Mahfuz Mamtazur Rahman, Jahangirnagar University for his valuable guidance, scholarly direction and unconditional support during the preparation of this Report. We have learnt a great deal from him. We would also like to express our sense of gratitude and appreciation to Dr. Shuddhasattwa Rafiq, Director, Institute of Business Administration, Jahangirnagar University. We would like to thank Mrs. Rokhsana Akhter for allowing us to use seminar library of IBA, Jahangirnagar University. We would also like to show our appreciation to all the people who took part in our survey patiently. We would also like to thank Mr. Khaled Hossain, Head of operational Risk, The City Bank Ltd for his guidance to use SPSS software to analyze the data collected. Apart from that, we thank all the parties and organization who came to help us to prepare the report.


Table of Contents
Executive Summary 1.0 Introduction 1.1 Title of the Report 1.2 Origin of the study 1.3 Objectives of the Report 1.4 Scope of the Report 1.5 Research Methodology 1.6 Report Preview 1.7 Historical Background 1.8 Limitation 2.0 Telecommunication Industry in Bangladesh 2.1 Telecommunication 2.2 Structure 2.3 PSTN 2.4 Mobile phone operators 3.0 Organizational Overview 3.1 About Airtel Bangladesh Ltd. 3.2 Vision of Airtel 3.3 Mission of Airtel 3.4 History behind Inception 3.5 Products of Airtel 3.6 Business in Bangladesh 3.7 Business Growth-THE FASTEST MOBILE PHONE OPERATOR 4.0 SERVQUAL in brief 4.1 SERVQUAL 4.2 The make-up of SERVQUAL 4.3 Dimensions of SERVQUAL 4.4 SERVQUAL Gaps 4.5 Usefulness of SERVQUAL Data 5.0 Empirical Description & Coding 5.1 Empirical Description 5.2 The Questionnaire 5.3 Administering of questionnaires 5.4 Measurement 5.5 Coding...
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