Handling customer complains at Airtel Bangladesh Limited
This internship report is submitted in a partial fulfillment of the requirements for the degree of Bachelor of Business Administration,2014.
| Prif Awdur: | |
|---|---|
| Awduron Eraill: | |
| Fformat: | Internship report |
| Iaith: | English |
| Cyhoeddwyd: |
BRAC University
2014
|
| Pynciau: | |
| Mynediad Ar-lein: | http://hdl.handle.net/10361/3721 |
| id |
10361-3721 |
|---|---|
| record_format |
dspace |
| spelling |
10361-37212019-09-30T03:43:08Z Handling customer complains at Airtel Bangladesh Limited Mousumi, Farhana Akhtar, Afsana BRAC Business School, BRAC University Business administration This internship report is submitted in a partial fulfillment of the requirements for the degree of Bachelor of Business Administration,2014. Cataloged from PDF version of Internship report. Includes bibliographical references (page 73). Airtel is the sixth telecom operators in Bangladesh. As a rising company Airtel is doing extremely well. After the launch of Airtel in Bangladesh, the competition has become more strengthen among the telecom operators. Each of them is fighting to boost up its market share by offering new promotion and benefits to the customers. Since, all of the operators are offering almost same categories of products it has become a big test to retain the existing subscribers and acquisition of new customers. At this moment Airtel is trying to reach the customers with various promotional actions and is attempting to make their brand presence felt. Through their significant advances in Bangladesh, Airtel is moving ahead on the track to achieve their goals. As a student BBA program, I got the opportunity to complete my internship program in such a multinational telecom company. The internship program is the partial requirement of my BBA program and the duration of the internship session was 4 months. I worked in Compliance and Audit team of Service Experience department of Airtel Bangladesh. The report has been prepared in align with my job responsibilities and experiences at Airtel. I have conducted a research survey among Airtel prepaid and postpaid customers. After that I have done research for four months and collected data are analyzed quantitatively. The research findings show that there are several factors that make the customers dissatisfied regarding Airtel and make complains. Customer services given by agents, poor network quality, excessively messaging communication from Airtel, poor call quality and bad internet service etc. are the areas for customer dissatisfaction. On the other hand, the customers are satisfied for the price of new prepaid connection, availability of the prepaid recharge cards/Ezee load, tariffs of the prepaid packages, lives enriching value added service, and for customer supports after sales. However, the overall analysis describes that to enhance the customer loyalty .Airtel has to decrease the dissatisfaction areas and handle complains properly. At the end of the project, some recommendations are given to help the Airtel management so that they can deploy appropriate decisions to reduce the customer complain and dissatisfaction. Farhana Mousum B. Business Administration 2014-09-25T09:23:11Z 2014-09-25T09:23:11Z 2014 2014-08-14 Internship report ID 09104161 http://hdl.handle.net/10361/3721 en BRAC University Internship reports are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. 77 pages application/pdf BRAC University |
| institution |
Brac University |
| collection |
Institutional Repository |
| language |
English |
| topic |
Business administration |
| spellingShingle |
Business administration Mousumi, Farhana Handling customer complains at Airtel Bangladesh Limited |
| description |
This internship report is submitted in a partial fulfillment of the requirements for the degree of Bachelor of Business Administration,2014. |
| author2 |
Akhtar, Afsana |
| author_facet |
Akhtar, Afsana Mousumi, Farhana |
| format |
Internship report |
| author |
Mousumi, Farhana |
| author_sort |
Mousumi, Farhana |
| title |
Handling customer complains at Airtel Bangladesh Limited |
| title_short |
Handling customer complains at Airtel Bangladesh Limited |
| title_full |
Handling customer complains at Airtel Bangladesh Limited |
| title_fullStr |
Handling customer complains at Airtel Bangladesh Limited |
| title_full_unstemmed |
Handling customer complains at Airtel Bangladesh Limited |
| title_sort |
handling customer complains at airtel bangladesh limited |
| publisher |
BRAC University |
| publishDate |
2014 |
| url |
http://hdl.handle.net/10361/3721 |
| work_keys_str_mv |
AT mousumifarhana handlingcustomercomplainsatairtelbangladeshlimited |
| _version_ |
1814307309815332864 |