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Customer Knowledge Management (CKM) Practices in the Telecommunication Industry in Bangladesh

Author

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  • Mohammad Fateh Ali Khan Panni

    (City University, Dhaka, Bangladesh)

  • Naimul Hoque

    (City University, Dhaka, Bangladesh)

Abstract

Customer Knowledge Management (CKM) has become buzzword in modern knowledge driven society. As an innovative concept the study has attempted to find out the level of orientation of CKM practices in telecommunication sector in a developing country like Bangladesh through data and methodology triangulation approach. In the first phase of the study, quantitative technique has been used where data has been collected from 42 employees from major telecommunication companies such as Grameen Phone (GP), Banglalink, Robi, Airtel and Teletalk. In order to find out the details explanation of the quantitative results, an extensive open-ended survey has been conducted on experienced mid-level employees. In the last phase of the study, a Focus Group Discussion (FGD) was conducted on selected knowledgeable educated customers to cross check the results derived from the corporate people in order to ensure the reliability of the study.

Suggested Citation

  • Mohammad Fateh Ali Khan Panni & Naimul Hoque, 2017. "Customer Knowledge Management (CKM) Practices in the Telecommunication Industry in Bangladesh," International Journal of Information Systems in the Service Sector (IJISSS), IGI Global, vol. 9(2), pages 46-70, April.
    • Handle: RePEc:igg:jisss0:v:9:y:2017:i:2:p:46-70
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