The Role and Impact of Mediating Factors in Grameenphone’s Success: A Study on Bangladesh Perspective

Abstract

Grameenphone attains its leading position by continuously offering better services to its existing and potential customers. This study also explains how the mediating factors of Grameenphone like network coverage, internet service, information service, emergency balance, 4G service, voice call, voice message, my zone facilities, mobile banking facilities, SMS & MMS service, customer care service, CSR activities, advertisement & promotion, variety of package, call rate, quality of telecommunication service, video call service, responsiveness to the customer, hotline service 121, available retail store & physical product, internet service, healthcare service, GP offers, etc which influence to the success of Grameenphone. The article is devoted to the study of a quick overview of the subscribers’ demographics for Grameenphone in Bangladesh. The paper seeks to explore the role and impact of mediating factors, which in turn, lead to the success of the grameenphone. The main purpose of this study is to substantiate the position of the relationship between mediating factors and customer satisfaction that helps to divert potential customers to loyal customers and the ultimate objectives to achieve the company’s mission. A business can gain the trust and loyalty of its customers as well as long-lasting, successful business relationships if it can recognize and meet true customer expectations.