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Customer Satisfaction in Relation to Customers’ Perceptions and Expectations of Service Quality Attributes: A Study on Banglalion Customer Care Service in Khulna Region. A report
On
Customer Satisfaction in Relation to Customers’ Perceptions and Expectations of Service Quality Attributes: A Study on Banglalion Customer Care Service in Khulna Region.

Course: Service Marketing
Course Code: MKT-4203

Submitted to
Sharif Mohammad Khan
Associate Professor
Business Administration Discipline
Khulna University, Khulna.

Submitted By
Ashiqur Rahman Sami:09 03 18
Sk. Farhan Uddin:09 03 23

4th Year, 1st Term
Business Administration Discipline
Khulna University, Khulna
Letter of Transmittal
September 22, 2012
Sharif Mohammad Khan
Associate Professor
Khulna University, Khulna.

Sir,
Here we have the pleasure to present a report on ‘Customer Satisfaction in Relation to Customers’ Perceptions and Expectations of Service Quality Attributes: A Study on Banglalion Customer Care Service in Khulna Region’. We are absolutely delighted while getting the opportunity to go through different articles and reports, learn about those. We have devoted our best efforts to make the report a best one and up to the satisfactory level. We will remain ever grateful to you for rendering us the opportunity of working in such a dynamic field. If you need any additional information regarding this report, we will be right before you for necessary interpretation and defense. Unconditional thank to you.

Sincerely,
__________________________________
(Ashiqur Rahman Sami : 090318)

__________________________________
(Sk. Farhan Uddin : 090323)

Acknowledgement
Our passion to prepare a report related to service marketing and customer satisfaction comes true when we got the topic. This dimensional topic gave us immense pleasure. At the very outset we would like to thank my honorable course teacher, Mr. Sharif Mohammad Khan, Associate Professor, Khulna University for his sincere guidance. We are ever grateful to him for giving inspiration and to encourage us to complete the report. Finally, our deepest gratitude to the almighty because; only He cares.

Table of Content
Contents
Executive Summaryvii
Chapter: 01: Introduction8
1.1 Origin of the Report9
1.2 Purpose of the Report9
1.3 Scope of the Report9
1.4 Limitation of the Report9
1.5 Historical Background10
1.6 Methodology10
Chapter: 02: Literature Review11
2.1 Service12
2.2 Marketing12
2.3 Customer Satisfaction12
2.4 Brand Loyalty12
2.5 Service Quality12
2.6 WiMax13
2.7 Tangibility13
2.8 Reliability13
2.9 Responsiveness13
2.10 Assurance13
2.11 Empathy14
Chapter: 03: Analysis & Imterpretation15
3.1 Tangibility16
3.2 Reliability17
3.3 Responsiveness18
3.4 Assurance19
3.5 Empathy20
3.6 Customer Satisfaction21
Chapter: 04: Conclusion22
4.1 Conclusion23
Reference:xxiv

Executive Summary

During this report preparation we tried to find out the satisfactory level of the customers who use customer care service of Banglalion in Khulna region. WiMax is a wireless faster data transfer system. Through WiMax we can transfer up to 1 gbits/s. And for its wireless service, it becomes more popular in internet users. Basically students and corporate people use this service. In Khulna, Banglalion is the largest provider of WiMax service. We tried to pin point how they are providing service through a sample survey of 20 people. We developed a questionnaire to conduct the survey. After collecting data from them, we came to know a lot about their service and customers’ mentality. This report lets us know about customers of Banglalion customer care service. We basically work on five key attributes of service quality: Tangibility, Reliability, Responsiveness, Assurance and Empathy. After analyzing these features we decide on customer satisfaction.

Chapter: 01
Introduction

1.1 Origin...
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