Survey

Tiltle: Airtel Customer Satisfaction in Bangladesh

Part-A
1.Age:
Under 18
18-30
31-50
Above 50

Age

Frequency Percent Valid Percent Cumulative Percent

18-30 20 66.7 66.7 66.7

31-50 10 33.3 33.3 100.0

Valid

Total 30 100.0 100.0

2. Gender :
Male
Female

Gender

Frequency Percent Valid Percent Cumulative Percent

Make 18 60.0 60.0 60.0

Valid Female 12 40.0 40.0 100.0

Total 30 100.0 100.0

3. Profession:
Student
Non-Govt. Job
Govt. Job
Home Making

Proffesion

Frequency Percent Valid Percent Cumulative Percent

Student 19 63.3 63.3 63.3

Non-Govt. Job 5 16.7 16.7 80.0

Valid Govt. Job 3 10.0 10.0 90.0

Home Making 3 10.0 10.0 100.0

Total 30 100.0 100.0

4. Income:
Below 15000
15000-35000
36000-50000
Above 50000

Income

Frequency Percent Valid Percent Cumulative Percent

Below 15000 19 63.3 63.3 63.3

15000-35000 5 16.7 16.7 80.0

Valid 36000-50000 1 3.3 3.3 83.3

Above 50000 5 16.7 16.7 100.0

Total 30 100.0 100.0

Part: B
 1. I am using an Airtel Connection since
Less than 1 Year
Last 1-2 Year
Last 2-4 Year
Last 4-5 Year
More than 5 Year

UsingAirtelSince

Frequency Percent Valid Percent Cumulative Percent

Last 1-2 Year 9 30.0 30.0 30.0

Last 2-4 Year 11 36.7 36.7 66.7

Valid More Than 5 Year 4 13.3 13.3 80.0

5.00 6 20.0 20.0 100.0

Total 30 100.0 100.0

 2. You Use Airtel

Post-Paid
Pre-Paid

UseAirtel

Frequency Percent Valid Percent Cumulative Percent

Post-Paid 4 13.3 13.3 13.3

Valid Pre-Paid 26 86.7 86.7 100.0

Total 30 100.0 100.0

3.What is monthly expenditure (in tk) with your airtel connection

 10-24
25-50
50-74
75-100
Above 100

MonthlyExpenditure

Frequency Percent Valid Percent Cumulative Percent

10-24 1 3.3 3.3 3.3

25-50 1 3.3 3.3 6.7

50-74 4 13.3 13.3 20.0

Valid
75-100 3 10.0 10.0 30.0

Above 100 21 70.0 70.0 100.0

Total 30 100.0 100.0

4. The Network Connectivity of Airtel

Very much Unsatisfied

 Unsatisfied
Neutral
Satisfied
Very much Satisfied

NetworkConnectivity

Frequency Percent Valid Percent Cumulative Percent

Very much Unsatisfied 1 3.3 3.3 3.3

Unsatisfied 9 30.0 30.0 33.3

Neutral 9 30.0 30.0 63.3

Valid
Satisfied 10 33.3 33.3 96.7

Very much Satisfied 1 3.3 3.3 100.0

Total 30 100.0 100.0

5. Connection Maintenance (No Call Drops)

 Very much Unsatisfied
Unsatisfied
Neutral
Satisfied
Very much Satisfied

ConnectionMaitenance

Frequency Percent Valid Percent Cumulative Percent

Unsatisfied 11 36.7 36.7 36.7

Neutral 12 40.0 40.0 76.7

Valid Satisfied 6 20.0 20.0 96.7

Very much Satisfied 1 3.3 3.3 100.0

Total 30 100.0 100.0

6. Connection with good voice quality

 Very much Unsatisfied
Unsatisfied
Neutral
Satisfied
Very much Satisfied

Goodvoicequality

Frequency Percent Valid Percent Cumulative Percent

Very much unsatisfied 1 3.3 3.3 3.3

Unsatisfied 4 13.3 13.3 16.7

Valid Neutral 7 23.3 23.3 40.0

Satisfied 18 60.0 60.0 100.0

Total 30 100.0 100.0

7. Delivery of SMS Sent by you

 Very much Unsatisfied
Unsatisfied
Neutral
Satisfied
Very much Satisfied

DeliveryofSMS

Frequency Percent Valid Percent Cumulative Percent

Unsatisfied 2 6.7 6.7 6.7

Neutral 1 3.3 3.3 10.0

Valid Satisfied 23 76.7 76.7 86.7

Very much Satisfied 4 13.3 13.3 100.0

Total 30 100.0 100.0

8. Performance of VAS (GPRS/Airtel Live/Alerts)

 Very much Unsatisfied
Unsatisfied
Neutral
Satisfied
Very much Satisfied

PerformenceofVAS

Frequency Percent Valid Percent Cumulative Percent

Unsatisfied 3 10.0 10.0 10.0

Neutral 18 60.0 60.0 70.0

Valid Satisfied 8 26.7 26.7 96.7

Very much Satisfied 1 3.3 3.3 100.0

Total 30 100.0 100.0

9. Does the company give proper response to your queries?

 Yes
NO

ResponstoQueries

Frequency Percent Valid Percent Cumulative Percent

Yes 26 86.7 86.7 86.7

Valid No 4 13.3 13.3 100.0

Total 30 100.0 100.0

10. Have you ever faced problems related to the Services of Airtel?
 Always
Sometimes
Never

FacedProblemtotheService

Frequency Percent Valid Percent Cumulative Percent

Always 3 10.0 10.0 10.0

Sometimes 26 86.7 86.7 96.7

Valid
Never 1 3.3 3.3 100.0

Total 30 100.0 100.0

11. Does the problems was resolved by the Customer Care?

 Yes
No

ProblemresolvedbytheCustomerCare

Frequency Percent Valid Percent Cumulative Percent

Yes 28 93.3 93.3 93.3

Valid No 2 6.7 6.7 100.0

Total 30 100.0 100.0

12. Response time to the Customer for Assistance

 Very much Unsatisfied
Unsatisfied
Neutral
Satisfied
Very much Satisfied

CustomerForAssistance

Frequency Percent Valid Percent Cumulative Percent

Very much Unsatisfied 2 6.7 6.7 6.7

Unsatisfied 4 13.3 13.3 20.0

Neutral 6 20.0 20.0 40.0
Valid
Satisfied 15 50.0 50.0 90.0

Very much Satisfied 3 10.0 10.0 100.0

Total 30 100.0 100.0

13. Bill Payment Experience (Only for Post-Paid User)

 Very much Unsatisfied
Unsatisfied
Neutral
Satisfied
Very much Satisfied

BillPaymentExperience

Frequency Percent Valid Percent Cumulative Percent

Very much Unsatisfied 1 3.3 25.0 25.0

Neutral 2 6.7 50.0 75.0

Valid
Satisfied 1 3.3 25.0 100.0

Total 4 13.3 100.0

Missing System 26 86.7
Total 30 100.0
14. Rate the following aspects of your internet connection from Airtel (Only for
airtel internet user)

Excellent
Very good
Good
Average
Poor
Very poor

AirtelInternetConnection

Frequency Percent Valid Percent Cumulative Percent

Very Good 1 3.3 3.3 3.3

Good 3 10.0 10.0 13.3

Avarage 11 36.7 36.7 50.0

Valid
Poor 14 46.7 46.7 96.7

Very Poor 1 3.3 3.3 100.0

Total 30 100.0 100.0

15. Do You Satisfied with the service of Airtel chose your number (CYN)?
 Yes
No

SatisfiedwithCYN

Frequency Percent Valid Percent Cumulative Percent

Yes 22 73.3 73.3 73.3

Valid No 8 26.7 26.7 100.0

Total 30 100.0 100.0

16.Do You think Robi, Airtel merge will benefit for customer?
 Yes
No

RobiAirtelmergebenifitforcustomer

Frequency Percent Valid Percent Cumulative Percent

Yes 28 93.3 93.3 93.3

Valid No 2 6.7 6.7 100.0

Total 30 100.0 100.0

The End