University of Dhaka

Department of Accounting & Information Systems

Research Proposal on
“Customers Perception about Using Internet packages of Different
Mobile Operators in Bangladesh: Antecedents and Consequences”

Submitted to:
Dr. Md. Mohobbot Ali

Professor
Department of Accounting Information Systems
University of Dhaka

Submitted By : Rian Binte Kamal

The term “perception” is a psychological concept that involves the organization, identification,
and interpretation of informations in order to represent and understand the
environment( Schacter, Daniel (2011). Psychology. Worth Publishers.). It is defined as a
processing which is connected with a person's concepts and expectations (knowledge) and
selective mechanisms , that influence his attention. Customers and their perception towards a
product or service is the most important fact of any product or services, so customer satisfaction
is a conscious fact in today’s business world. Satisfaction is not a universal phenomenon and not
everyone gets the same satisfaction out of the same service experience. Therefore the reason is
that customers have different needs, objectives and past experiences that influence their
expectations.(Pizam,1999) Therefore, it is important to gain a clear idea of the customer needs
and objectives that correspond to different kinds of satisfactions. This necessitates the
segmentation of the market, because no service or product can offer everyone the same degree of
satisfaction .

The topic that I have chosen to research is related to Customers Perception about internet
packages of mobile operators in Bangladesh. Basically internet packages attributes to sales
revenue of these companies, so this thesis will unveil how internet package offers are driving the
accounting horizon as well. Since, Internet is the global system of interconnected netwoks , The
Internet allows greater flexibility in working hours and location, especially with the spread of
unmetered high-speed connections So, it’s a demanding , salient, vital topic.

Context:

The Internet carries an extensive range of information resources and services, such as the inter-
linked hypertext documents and applications of the World Wide Web (WWW), electronic
mail, telephony, and peer-to-peer networks for file sharing. In our country most of the people
who has the access of mobile phone uses internet for different [Link] is the
performance using internet within a traditional worker and employer relationship when it is
facilitated by tools such as groupware, virtual private networks, conference calling,
videoconferencing, and voice over IP (VOIP) so that work may be performed from any location,
most conveniently the worker's home.

Various studies have been conducted on satisfaction about Mobile Operator but not on internet
package system. Therefore, I am looking forward to conducting this research. The research will
be interesting at the same time breakthrough as telecommunication sector in our country is
controlled by major 5 companies but dominated by 3 companies.
Research Questions :

According to business theory, businesses are more likely to succeed if they utilize to satisfy their
customer’s mind. For example, a cornerstone of business thought, stresses the importance of
determining the needs and wants of consumers and delivering the desired satisfaction more
effectively and efficiently than competitors. Philosophies from this field have recently been
applied to almost every industry from insurance to telecommunication and hospital services. This
thesis paper will try to unlock the satisfaction level, attitude , critical thinking about the current
view about the telecommunication industry. In this research proposal, how the perception of
customer towards a companies net packages can drive companies overall business significantly
will be explored.

Justification for the proposed research:

The size of the industry/area involved :

There is strong competition among mobile operators related to all type of services specially
internet packages as most of the customers are young generation among them almost all of them
like to stay connected with the current information which is only possible through internet
connection. As there is strong competition, all operators wants to gain large percentage of
customer satisfaction. I’ll try to show the satisfactory level of customers of Grameenphone, Robi,
Banglalink, Airtel & Teletalk, citycell.

The gaps in the literature that demand attention:

In a developing country customer satisfaction depends on the economic benefit of saving through
promotional activity. Various studies have been conducted on satisfaction about Mobile
Operator but not on internet package system. So, it’s certainly a demanding topic.

The benefits in terms of policy and practice :

Researchers & readers will get to know the current scenario , they might further use this thesis
paper on different purposes.

Research Methodology:

My research type is descriptive research as well as exploratory research. Where I will find how
different factors are influencing the customer’s satisfaction level and also brand preference.
The following list will include in my thesis for calculation, surveying, questionnaire purpose :

Population Parameters
Variables covered
Sample sizes

Methods of Data Collection:

For collecting data of different information, I will use two ways:

a. Primary sources &

b. Secondary sources

Research Plan & Timetable:

Preparatory activities : 5-7 days

References collection:

This will be provided in the usual scholarly fashion. It will help to convince the reader about
thesis is worth pursuing. It will make a very strong impact to identify where there is a research
gap in the literature that my proposal hopes to fill. This will be my contribution to the scholarly
conversation.

Conclusion:

In the modern era we cannot think of a work without telecommunication. Now mostly people use
net through cellular device .It is to be mentioned that the world is going to be smaller and smaller
due to this technology. So, I believe my Research is a vital, unique & useful one.