Business Studies Journal (Print ISSN: 1944-656X; Online ISSN: 1944-6578)


Customer Satisfaction of Mobile Users in the COVID-19 Situation: A Bangladesh Perspective Survey

Author(s): Khondokar Oliullah, Mesbahuddin Sarker M, Abu Sayeed Arif, Adeyl Khan M

Since mobile phones have been engrained in Bangladesh's society, the telecommunications sector has made communication easier than it has ever been. Telecommunications have been more important than at any other time in delivering various services in the Covid-19 scenario. During the pandemic, mobile operators' internet services have become one of their most important offers. Because of the hard competition, businesses are attempting to gain as much market share as possible by providing attractive packages, special offers, and services with additional value to meet customers' requirements, desires, and expectations. Price, network quality, service quality, and user facilities, according to the literature, all impact consumer satisfaction in the mobile telecommunications sector. The goal of this study is to figure out what elements have the greatest impact on customer satisfaction in the Covid-19 scenario. A semi-structured questionnaire was used to obtain data from 267 respondents. These responses are analyzed using a mathematical model to determine how satisfied customers are with various aspects. The study's findings also show that, according to a direct questionnaire, all the framework factors are highly and positively related to overall customer satisfaction levels in Bangladesh's telecom industry.

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