For the course Business research, we the student of Uttara University from BBA batch 34th conducted a survey on Robi Axiata LTD on customer satisfaction level.

1. Welcome

2. TOPIC
Customer Satisfaction
Survey
on
Robi Axiata limited

3. TEAM MEMBERS
NAME ID
MAHBUB NABI RASEL M21421111108
NAZMUS SHOEB JAMIL M21421111122
NAZMUL HOSSAIN M21421111123
MD.BILZAR RAHMAN M21241111141
MD.SUMONAHMED M21241111130

4. INTRODUCTION
In Bangladesh cell phone business is very profitable. Day by day cell phone users
are increasing Now In cell phone industry there are six companies available
these are - Grameen Phone, Robi, City Cell, Banglalink, and Tele talk and Airtel.
The objectives are to serve the subscribers and gaining profit. By serving good
network coverage they try to gain good reputation among the subscribers.
Every company always tries to increase their user. For increasing user every
company offer various attractive package. Now-a-days mobile communication
is a most used and popular communication system for man
This is report. The course Business Research Methods requires a questioner
activity with an organization followed by a report assigned by and endorsed by
the course instructor. We took the opportunity to do our report making process
in a reputed telecom service provider Robi which consists various Services like
voice calls, internet services, roaming & value added services.

5. Robi Axiata limited
 Robi Axiata Limited is the second largest mobile phone operator of Bangladesh.
 the first operator to introduce GPRS and 3.5G services in the country.
 The company has introduced many first of its kind digital services in the country and
has invested heavily in taking mobile financial services to the underserved communities
in the rural and semi-urban areas.
 Robi has emerged as the second largest mobile phone operator in Bangladesh with
approximately 32.2 million active subscribers.
■ Vision
“To be the leader of telecommunication service provider in Bangladesh.”
■ Mission
Robi aims to achieve its vision through being number „one‟ not only in terms of market
share, but also by being an employer of choice with up-to-date knowledge and products
geared to address the ever changing needs of the budding nation

6. Objectives
Broad Objective:
The broad objective is to analyze overall customer satisfaction of Robi comparing
with other operators in Bangladesh.
Specific Objectives:
 To know how Robi customers feel about the network they are using.
 To gather the current Robi customer service details
 To Calculate the customer reaction of Robi as per their service performance.
 To get the actual performance information of Robi Axiata in Bangladesh.

7. Methodology
There is no best approach but the most effective approach for the resolution of a
given problem depends on a large number of variables. The research design and
methodology is a compromise between options that are determined by the
availability of resources. The research design can either be qualitative or
quantitative. To analysis the study “Overall Customer Satisfaction of Robi
Compared to Other Operators in Bangladesh” a descriptive research will be
conducted
Data Sources:
For completing this report in more organized way, we will collect information in
two different ways. Both sources will be equally used to generate the report.
1) Primary sources: Results from a survey based on a questionnaire about
“Customer satisfaction on Robi Axiata Limited”.

8. Methodology
2) Secondary sources: As secondary sources different websites, organizational
overview, management profile, information provided by the divisional and
departmental chain of command, articles and data available online will be
considered.
a) Questionnaire: A questionnaire is prepared on a set of 20 statements.
Questionnaire includes 5 options.
b) Survey: A survey will be conducted using the questionnaire among Robi service
users residing in Dhaka city.
Data Analysis & Reporting:
After collecting all the data, data is processed, analysis and graphically represented
using SPSS and Microsoft Word

9. Analysis and Findings
Gender:
Among 50 respondents 38 are male which is 76%
of the total respondents and 12 are female which is
24% of the total respondents.
38
12
Male
Female

10. Analysis and Findings
AGE GROUP:
Among 50 respondents 37 are in 18-27 age group which is 74%, 11 are
in 28-37 age group which is 11%, 2 are in 38-47 age group which is 4%
from the pie chart we come to know that 18-27 age group is the highest
users of mobile service provider. This group can be called as youths
37
11
2 0
18-27
28-37
38-47
48 and above

11. Analysis and Findings
Occupation:
0 5 10 15 20 25 30
Other
Retired
Business man
Service holder
Student
STUDENT- 26 (52%)
SERVICE HOLDER- 21 (42%)
BUSINESSMAN- 01 (2%)
RETIRED- 00 (0%)
OTHER- 02 (4%)

12. RESULT AND OUTCOMES
1) I use Robi because it’s better than other operator.
12%
28%
5%
35%
20%
0%
5%
10%
15%
20%
25%
30%
35%
40%
1 2 3 4 5
2) It has additional features in the comparison to the other operators.
0%
26%
42%
20%
12%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
1 2 3 4 5

13. RESULT AND OUTCOMES
3. If other Company comes up with same features I will still remain loyal
to Robi
0%
27%
21%
45%
7%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
1 2 3 4 5
4. Whenever I want to have Robi Connection I can get it.
0%
15% 16%
49%
20%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
1 2 3 4 5

14. RESULT AND OUTCOMES
5. Call rate of Robi is low.
10%
25% 25%
35%
5%
0%
5%
10%
15%
20%
25%
30%
35%
1 2 3 4 5
6. Price of Robi’s Different packages are affordable.
0%
39%
28%
23%
10%
0%
5%
10%
15%
20%
25%
30%
35%
40%
1 2 3 4 5

15. RESULT AND OUTCOMES
7. Customer helpline is always helping.
0%
10%
18%
50%
22%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
1 2 3 4 5
8. It has a strong network Coverage.
28% 27%
14%
31%
0%0%
5%
10%
15%
20%
25%
30%
35%
1 2 3 4 5

16. RESULT AND OUTCOMES
9. After Self Service Robi is satisfactory.
10. Robi is sincere in providing me quality service on a continuous basis.
7%
25%
35%
23%
10%
0%
5%
10%
15%
20%
25%
30%
35%
1 2 3 4 5
0%
19%
31%
50%
0%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
1 2 3 4 5

17. RESULT AND OUTCOMES
11. Value added services are cheap.
12. Robi Internet is faster than other Operators.
0%
41%
18%
29%
12%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
1 2 3 4 5
15%
33%
19%
13%
20%
0%
5%
10%
15%
20%
25%
30%
35%
1 2 3 4 5

18. RESULT AND OUTCOMES
13) Robi Internet Cost is too high.
14)Robi service centers is easily found.
18%
15%
12%
30%
35%
0%
5%
10%
15%
20%
25%
30%
35%
1 2 3 4 5
6%
15%
27%
48%
4%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
1 2 3 4 5

19. RESULT AND OUTCOMES
15. I am satisfied with the service development activity.
16. Robi is helpful in meeting queries and customer support.
0%
23%
36%
14%
27%
0%
5%
10%
15%
20%
25%
30%
35%
40%
1 2 3 4 5
0% 0%
5%
71%
24%
0%
10%
20%
30%
40%
50%
60%
70%
80%
1 2 3 4 5

20. RESULT AND OUTCOMES
17. The customer care representatives are well behaved.
18. I can easily achieve information on Robi’s Website.
6%
24%
20%
40%
10%
0%
5%
10%
15%
20%
25%
30%
35%
40%
1 2 3 4 5
9%
27%
63%
1%
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
1 2 3 4 5

21. RESULT AND OUTCOMES
19. It has no hidden charge policy.
20. I am satisfied with the service.
14%
34%
11%
13%
28%
0%
5%
10%
15%
20%
25%
30%
35%
1 2 3 4
0%
29%
31% 30%
10%
0%
5%
10%
15%
20%
25%
30%
35%
1 2 3 4 5

22. Recommendations
 Robi must work on to increase durability of the customers
 They must provide continuous attractive offers, take innovative initiatives to gain more
permanence of the customer.
 Robi’s must improve their network quality a bit more.
 They should provide more attractive and easy packages that are suitable for every group of
users.
 They must improve the 3G internet facility as well as create more fruitful awareness
among the uses to gain satisfaction.
 They should take some initiatives to improve their overall customer satisfaction as they are
in the 3rd position.
 Robi can also build strong customer loyalty as well as can tap into social media like Face
book, Twitter etc to increase overall customer satisfaction.

23. Conclusion
At present six different companies are providing telecom services in
Bangladesh. It is one of the most renowned telecom organizations in the
country. Robi Axiata Ltd is one of the leading operators. They offer an
extensive and seamless telecom service that has a unique name with
growing motive. However, nowadays market has become very
competitive where customers have many choices. So, if they are not
satisfied enough Robi may have to lose potential and loyal customers in
the long run. That is why Robi has to improvise their connection with
their maneuver ability, opportunities, strength and uniqueness, variance
in their aggressiveness and intensities and relativity in their positions. If
they can do so it is not far that Robi will become the leader in the telecom
market.

24. Limitations
The study was limited by a number of factors –
1) The research is limited only in Dhaka city as coverage area.
2) Sample size is very small (only 50) to present the proposed scenario.
3)Every organization has its own policy of not revealing confidential
information to someone outside the organization. So much information
could not be collected from the department.