Professional Documents
Culture Documents
On
Customer Satisfaction on Flat Owners of Space Design & Development Limited (SDDL)
Refat Sultana
ID No: PG-02-21-09-028 Major in Marketing Department of Business Administration MBA
An Internship Report
on
Customer Satisfaction on Flat Owner of Space Design & Development [Pvt] Limited(SDDL)
Student Declaration
I, Refat Sultana, hereby declare that the presented report of internship titled Customer Satisfaction on Flat owner of Space Design & Development[Pvt] Limited: is uniquely prepared by me after completion of three months work in Space design & Development.
My original work is submitted to State University,Bangladesh, and no part of the report has been submitted for any other degree, or fellowship & the work has not been published in any journal or magazine.
---------------------------Refat Sultana ID: PG-02-21-09-028 Major in Marketing Department of Business Administration State University, Bangladesh
Supervisor Declaration
This is to certify that the title of internship report is Customer Satisfaction on Flat Owners: This report is submitted in partial fulfillment of requirement for the degree of MBA program of State University Bangladesh.
She is Refat Sultana, ID: PG-02-21-09-028 was my under supervision & guidance & no part of this report has been submitted for the part of other degree, diploma or fellowship & the work has not published is any paper, journal or magazine.
-------------------------------
MD.Raihanul Islam
Supervisor Lecturer in Marketing Department of Business Administration State University, Bangladesh
Letter of Transmittal
16th August 2011 Md. Raihanul Islam Supervisor Lecturer in Marketing Department of Business Administration State University, Bangladesh
Subject: Submission of internship report titled Customer Satisfaction on Flat Owners of Space Design & Development [Pvt] Limited
Dear Sir, I would like to submit my internship report on Customer Satisfaction on Flat Owners of Space Design & Development [Pvt] Limited. I have collected required information as much possible from the management of Space Design & Development Ltd. to complete the report. As I work in this real estate company, it was a worthwhile experience for me to prepare the report and learning more about the industry. I believe that the internship program has enriched both my knowledge & experience. If you have further queries regarding the report, please let me know.
Thanking You Sincerely Yours -------------------Refat Sultana ID: PG-02-21-09-028 Major in Marketing Department of Business Administration (MBA) State University Bangladesh
Acknowledgement
First, all praises go to the Almighty Allah, the most gracious, the most merciful, the most kind & generous to man & his action. This internship report is on Customer Satisfaction of Flat Owners of Space Design & Development [Pvt] Limited. For preparing this report Im grateful to my organizations supervisor Mirza MD.Naimul Islam, Director Marketing. He helped me a lot though the time of work by giving his guidance time to time. I would like to convey my sincere gratitude to my university supervisor MD. Raihanul Islam, Lecturer, Department of Business Administration, State University, Bangladesh. Without his guidance & assistance the report would not have been completed. Finally, my deep gratitude goes in favor of my university for getting library, lab facilities & my teachers to enrich my knowledge, which helps me in different stages to complete this report.
---------------------Refat Sultana Major in Marketing ID: PG-02-21-09-028 Department of Business Administration State University Bangladesh
Abbreviations
SDDL REHAB BNBC NRB MOL DCCI DITF RAJUK CEO HRM PS
Space Design & Development[Pvt] Ltd Real Estate & Housing Association Bangladesh Bangladesh National Building Code. Non Residence Bangladesh Ministry Of Flat Dhaka Chamber Of Commerce & Industries Dhaka International Trade Fair Rajdhani Unnayan Kortripokha Chief Executive Officer Human Resource Management Payment Schedule
Table of Contents
Chapter Name Chapter One 1.1 1.2 1.3 1.4 1.5 1.6 Chapter Two 2.1 2.2 2.3 2.4 2.5 2.6 2.9 2.10 Topic Executive Summary Introduction Introduction Scope of the study Objectives of the study Methodology Rationale of the study Limitations Profile of the company Introduction of SDDL Mission & vision of SDDL Objectives of the Company Business Philosophy The Organizational Structure Departments of the company SDDLs Project SDDLs Upcoming Project 12 12 Page No. i 1-4
15-31
15
15 32-33
5.1 5.2
32 33 ii iii
Executive Summary
In Bangladesh, the real estate business started in 1964. Ispahani Group was the pioneer in this sector. During 1970s there were fewer than five companies in Bangladesh engaged in this business. But now this industry is booming in major cities of Bangladesh. SDDL started its journey in 1995. SDDL is one of the well reputed real estate companies in building & development sector of Bangladesh. Pressures of urbanization in this country is compounding day by day. SDDL has embarked upon a mission to provide service at an economic cost & progress in diversity & continue to the growth of real estate sector in Bangladesh by being the real estate market challenger. Being in a competitive industry SDDL want to keep its customer satisfied by providing quality service and quality flats. Customer satisfaction is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element. The flat owners SDDL viewed various aspects of service & quality assurance of their flats while answering questions. Majority of the customers of SDDL expressed satisfaction by the service delivery and flat quality of SDDL. All customers are sensitive in the aspect of Quality material & design and in deadline of delivery issue. There should not be any compromise with the quality of materials used to build a apartment building. Although there are hurdles to keep the everything up to the mark by the company, but its effective management and efficient work force always trying to give the best output to the customers.
1.1 Introduction:
Internship program is essential for all MBA (Regular) students, because it helps one to acquit with real life situation. The real estate sectors play a significant role in solving the housing crisis in Dhaka city, so I have selected Space Design & Development which is one of the leading companies in our country. For completing my MBA degree Internship Report is one of the parts at the final semester of the Department of Business Administration, State University of Bangladesh. This is a study on Customer Satisfaction on Flat Owners of Space Design: It was a chance for me to learn about the management and how to satisfying the customers.
Maintaining a good relation between employees & management. Improving an effective work station design. Effective marketing layout designing. Efficient handling of employees. Handling & setting the employees according to their work. Maintaining the link in effective manner.
1.3
The objective of the study is to find out the consumer attitudes towards Space Design & Development [Pvt] Limited Especially the objectives of the study were as follows: To identify the consumers choices. To understand the problems of the customers during the Flat booking. To analyzed marketing strategies for customer satisfaction of Space Design & Development [Pvt] Limited To understand the problems of the customers to maintain the payment schedule. To know how the company ensures the committed services to the customers.
1.4 Methodology
The methodology describes the procedures to organize the scattered ideas & views to conduct a study. Proper working procedure helps to capture the right things during study periods & finally fulfills the objective of the study. Generally a method involves a technique in which various stages of collecting data or
information are interpreted. So, adoption of methodology is an important step in performing any study. In this study a methodology is followed for the achievement & successful accomplishment of the dissertation work. Relevant data from reliable sources have used while preparing the report. Both primary & secondary data have used where necessary.
Data collection
Source
Secondary Data
Prospects SDDL
Official website
1.6 Limitations
The present study was not out of limitations. But it was a great opportunity for me to know activities of real estate business. Some constraints are appended bellow: Every organization has their own secrecy that is not relevant to others. Most flat owners were too busy to provide me much time for interview. Load at the work place was also a barrier to prepare the report. Another limitation was that the data gathered could not be verified for accuracy.
2.1 Introduction
SDDL came into existence to practice the thoughts & exercises of architecture & design that was schooled in Bangladesh university of Engineering Technology during the 19952001. SDDL represents an association of some professionals who feel comfortable in slow & steady proceedings towards a distinguished aim.
The association was primarily formed in the student years back to the previously mentioned period. Through time each members of the association get involved in different responsibilities in different organizations of the architectural sectors of the country with an aim to get oriented to the professional climate of the subject. Along side they maintain a continuous private practice & exercises to uplift the individual level of their own. The accomplished number of works by the members of the association is little, but they posses a high level of professional & artistic standard, which is a principal aim of the group. It is primarily an architectural association that is supported by a group of experienced execution team.
The architects, engineers, administrative and other staff are rich with experiences of design & executing some of the buildings & interior projects of considerable challenge.
SDD is well equipped with a manufacturing team. The team is capable of constructing moderate size building as well as producing almost all types of house furniture, office furniture and knock down furniture.
SDD has entered into professional practice in 2000. Though it may seem that SDD is just a novice in the business, the personnel involved in the management and execution of the task is all well experienced. Most of them have worked with different companies, for some years prior to forming the team of SDD.
y y y y
BIBHUTI RONJON TALUKDAR RANAJIT KUMAR BASU MOUNG A. MOGH Mirza Naimul Islam ADMINISTRATION
BIBHUTI RONJON TALUKDAR RANAJIT KUMAR BASU MOUNG A. MOGH Mirza Naimul Islam Legal Advisor
MARKETING 1. Mirza Md. Naimul Islam 2. Refat Sultana 3. Mehedi Hasan 4. Imran Ahamed FINANCE 1. Saiful Islam 2. Abdullah Al Faruk Asst. Manager (Accounts) Accounts Executive Director Marketing Sr. Executive Executive Executive
Purchase
1. Md Maruf Hossan Asst. Manager
2. Samir Biswas
Executive
Logistic
1. Rafsan Kabir 2. Khondokar Shah Alam Sr. Executive Executive
Front Desk
1. Punam Rani Choubay Front desk officer
Driver
1. Md. Hannan Mia 2. Mr. Hafizur Rahman OTHER 1. Md. Liton Biswas 2. Md. Bilal Hossain 3. Sujoy kumer Mozumder 4.Chytanno Biswas Office Assistant Office Assistant Office Assistant Security
ENGINEERING SECTION 1. Ranajit Kumar Basu 2. Mohiuddinn Shikder ( Manju ) 3 . Md. Altaf Hossain 4 Jiarat Ali Bhuiyan 5. Md.AlSDDLir Hossain 6. Md.Masud Parvez 8. Habibur Rahman 9. Atish Basu 10. Alok Chandra Hawladar 11. Mohammed Jahangir Alam Structural engineer (FIEB/F 7580) Structural engineer (MIEBM / 16988) Deputy Project Engineer Project Engineer Project Engineer Project Engineer Asst. Engineer Site Engineer Site Engineer Site Engineer
Site Engineer
DESIGN SECTION
Architectural 1. Moung A Mogh 2. Ashik Vashkar 3. Doulatun Nesa 4. Sharmin Nahar 5. Yesmin Akther Cad Section 1. 2. 3. Cad Operator (Structural) Cad Operator (Structural) Cad Operator Chief .Architect (B.ARCH (BUET) CMIAB: 049) Architect Asst. Architect Jr. Architect Jr. Architect
Reception Desk Marketing & Sales Department Administration & Business Department Documentation & Recovery Finance & Accounts Department Procurement Department Human Resources Management (HRM) Design Department
Reception Desk:
The main task at the reception desk is maintaining the inward & outward register, office management, & telephone receiving. They also maintain a daily recall file which is known as the Central Recall System.
Marketing & Sales Department: SDDL has a very rich marketing department. A
strong sales team & aggressive marketing campaign has bought tremendous sales growth along with a handsome market share.
Procurement Department
Material Purchase Deals with suppliers
Gender
20% Male Female 80%
Figure: Gender Source: Field work In this statement 80% people is male person & only 20% is female. Age.
Age
10% 20% 30 to 34 35 to 39 40 to 44 45 to above 49
20%
50%
From the above pie chart we can see that 50% customers age is 35 to 39 because in this time people is looking a nice location to live with his family. In this statement 10% customer age is 30 to 34. Marital status
Marital Status
70%
Figure: Marital status Source: Field work From the above pie chart we can see that 70% people is married. Only 30% people are single.
Profession.
Profession
40%
40%
20%
Figure: Profession Source: Field work In this statement 40% people is private service service holder & 40% people is Govt. service holder. Only 20% is business man. Education level.
Education
2%
Figure: Education level Source: Field work Here we see that 60% people is complete post graduate.2% people complete S.S.C level, 18% people complete H.S.C & 20% people complete graduate level.
Number of Installments.
Installments
20%
40%
Source: Field work In this statement 20% people are want 48 installment and 40% want 36 because they want more time to pay the total amount. Only 18% people want 12 installments because they think it is enough time to pay the total amount of money.
30%
Figure: Phase of your Flat Source: Field work Here we will see that 40% people want north phase flat because they think north phase is very suitable. On the other hand 30% people want general phase flat.
40%
Figure: Location of the Flat Source: Field work From the pie chart we can see 40% people like Dhanmondi location because this location is very suitable for live. The location is on the heart of the city. Only 10% people are agree Uttara & Other 20% are agreeing Mirpur location.
20%
Figure: Hand over time after full payment Source: Field work In this statements 50% people want 6 months hand over time after full payment because they want their flat quickly. On the other side 20% people want more than 1 year hand over time.
Figure The project of SDDLis approved by RAJUK. Source: Field work From the above pie chart 70% people are agreed for the project of SDDL are approved by RAJUL. They agree because they know if the projects are not approved by RAJUK in future they fall in problem.1% people are strongly disagree & 8% people are neutral because they have no comments.
30% 40%
Strongly Disagree
Figure: Your project provides Mosque, Graveyard, & Temple. Source: Field work Here 40% people are strongly agreed because Dhaka city is a city of mosque. Everyone wants Mosque, Temple, Graveyard to be near to their flat location. 30% people also agree with this statement & 10% people are neutral about this statement.
Figure: School, College, & University are included in the project. Source: Field work Here, 40% people are strongly agreed because everyone has children they want that their children are properly educated. Families will not have to walk very far to cross any major road to take their children to school. So they are want school, college & universities are included in the location. 30% people are also agreed in this statement. 10% people are neutral about this statement.
Figure: Shopping center, community center is included in your project. Source: Field work In this statement 40% people are strongly agree because in current scenario of Dhaka city there are numbers of shopping centers and community centers around. Here 30% people are also agree with this statement. 10% people disagree because they think that they do not have shopping center &communality center near to their location.
Figure: Commercial bank & Hospital are located near to your location. Source: Field work Here 40% people are strongly agreed because if anybody is ill then he/she is needs immediately admitted to the hospital, but if hospital is so far then he/she fall into danger. In this reason they want hospital are beside the location. In this statement 20% people are agree with this statement. 10% people are strongly disagreed & 10% people are neutral.
20%
Figure: The location of your flat is designed by professional city planners, architects & environmentalists. Source: Field work Here 40% people are strongly agreed because design plays a vital role of any apartment building. Everyone wants that my project is designed by famous architects, planner. In this statement 20% people are agreed with this statement. 10% people are strongly disagreed because they are not interested with this statement.
Figure: Your apartment strong administration & security facilities. Source: Field work In this statement 50% people are strongly agreed because everyone wants strong security facilities for in current law and order situation. SDDL believes safety will be ensured though 24hrs closed circuit surveillance system. SDDL apartments has strong security & administration system. Here 20% people are agreed with this statements.10% people are strongly disagreeing & 10% people are neutral.
Figure: Electricity, gas & water connection are available on site as committed. Source: Field work In this statement 60% people strongly agree because people live in Dhaka city are facing gas, water & electricity crisis are but SDDL apartments has theses facilities. If gas, water, & electricity are not available in the location then there is a big problem. 34% people are agreed with this statement because SDDL provided gas, water, & electricity on location as committed. 2% people are neutral because they have no comments.
Figure: Flat is delivered according to the promised offered. Source: Field work In this statement 50% people are strongly agree because the most of the clients visit SDDL project. They see SDDL Flats are delivered according to the offered. Here 30% people are also agreed with this statement. 10% people are strongly disagreed because they faced delay. Here 10% people are neutral.
Figure: The projects design attracts you. Source: Field work Here 80% people are strongly agree because they observe the design of SDDL. SDDL design is completely different from others. They found that SDDL location is more attractive.8% people are agreed with this statement because they see SDDLs location design. 8% people are neutral because they have no comments.
Figure: SDDL always tries to provide better services to its customers. Source: Field work Here 60% people are strongly agreed because they know the reputation of SDDL. SDDL always tries to provide customers wants, needs & demands. In this statement 10% people are also agreed with this statement. Here 10% people are disagreed & 10% are neutral.
5.1 Conclusion:
In our country there is a not adequate Flat for peoples livings. Peoples are very interested to get a nice apartment that meets their housing problem. Space Design & Development [Pvt] Limited is one of the renowned real estate companies in Bangladesh. The company provides complete housing solution to the people. Space Design & Development [Pvt] Limited also contributes in our national economy. Main goal of Space Design & Development [Pvt] Limited is to provide better services to the customers. SDDL has been faced internal problem which is faced by almost every real estate company. At first, it is very difficult to find out a vast area of blank space in Dhaka city. Beside this Government & non government organizations always creates political forces. Local terrors often harassed company for donation. At last, Space Design & Development [Pvt] Limited doing its business successfully in our country. It provides its services as per its commitment & improves the business continuously.
5.2 Recommendations:
As per earnest observation some suggestion for the improvement of the situation are given below:
To attract more customer SDDLhas to create a new marketing strategy which will be able to increase their business as it could improve revenue. The officers of SDDLCorporate Branch think that long term training is required for company officers for the betterment of the service. Computer training is must today to improve the individual as well as company performance. Maximum customers are expect the responsible price, so carefully the price should be established in per flat. All modern facilities are equal distribution in all class of people. To provide financial assistance like Desa, Tista, Wasa, T&T to be strengthened & for getting connection of utilities promptly the procedural bottleneck should be removed. Improve office atmosphere to give customers friendly feeling. Provide intimate attention to customer needs. Customer convenience will receive priority. Customer database should be more organized. Have to more aware about customers right.
Reference
Books
Kotler P. Keller K. Lane, Marketing Management, 12th Edition, Ptentice Hall, India, 2006, Page no :( 138, 534-603, 632-695.) Kotler P. Principles of Marketing, 10th Edition, Pearson education pte. Ltd. Indian, 2004. Page no:(69, 274, 275 & 565.) Chopra S. Supply Chain Management, 2nd Edition. Pearson education, India, 2003. Page no :( 8, 49, 50, 53, & 71.)
Internet
http:// www.SDDLbd.com at 11.00am to 12.30pm on 10.05.2011 http:// www.realestate.com at 3.30pm to 6.45pm on 17.05.2011 http:// www.worldrealestste.com at 2.00pm to 4.00pm on 09.05.2011
Documents
Prospects of Space Design & Development [Pvt] Limited Different manuals of Space Design & Development [Pvt] Limited Different circulars of Space Design & Development [Pvt] Limited
Questionnaire
Customer Satisfaction on flat Owner
Dear Sir or Madam: This is a questionnaire from State University Bangladesh to collect data on customer satisfaction of Space Design & Development [pvt] Ltd. This survey is designed to look at the various needs of the customer & its level of fulfillment. The survey will take about 8 to 10 minutes to8 complete. There is no right or wrong answer. Particular in this survey is completely voluntary. To ensure that your responses are strictly confidential, please dont identify yourself anywhere in the survey. Please try to complete all the questions. Your individual response will be combined with those of other respondent & only aggregated data will be reported. Thank for taking the time to share your valuable opinion. I would like to know whether you Strongly Agree (SA) = 5, Agree (A) = 4, Neutral (N)= 3, Disagree (D)= 2, Strongly Disagree (SD)= 1, with each statement. Please circle (0) the number that response your opinion most correctly.
Demographic Information:
2) Age 30 to 34 35 to 39 40 to 44 45 to above 49
3) Marital status Married 4) Professions Private service holder Govt. Service holder Business single
7)
Phase of Flat of your Flat North Phase flat South Phase flat General Phase flat
9) Hand over time after full payment 6 months 1 year More than 1 year
Questionnaires:
Content 10. The projects of SDDL are approved by RAJUK. 11. School, College, & University are included in the project. 12.. Shopping center, community center are included in your project. 13. Commercial bank & Hospital are located near to your project. 14. The flat is designed by professional architects 15. Your project holds strong administration & security facilities. 16. Electricity, gas & water connection are available on site as committed. 17. Flat is delivered according to the promised offering.
SA A
5 5 5 4 4 4
N
3 3 3
D
2 2 2
SD
1 1 1
5 5
4 4
3 3
2 2
1 1
4 4 4
3 3 3
2 2 2
1 1 1
18. The projects design attracts you. 5 19. SDDL always tries to provide better service for its 5 customer.