Performance Evaluation of Telecommunication Sector in Bangladesh: A Case Study of Three Mobile Phone Companies

Abstract

Telecommunication is an important sector of the economy of Bangladesh. Once it was growing really fast but market is getting saturated with time. Hence to remain in business and to tract and retain more customers, the companies are fighting to provide better service to their customers. This study attempts to analyze the major factors that influence the quality of customer services using ridge regression technique in predicting performance of the telecommunication companies. The study then evaluates the performance of three top ranking mobile companies namely, Grameen Phone, Robi and BanglaLink. Prediction model developed for service quality was quite adequate and responsiveness of the employees to customers and privacy in transactions are identffied as the major determinant of service quality of the telecommunication sector.