Documenti di Didattica
Documenti di Professioni
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on
Customer Satisfaction on Land Owners of Amin
Mohammad Group: a Study on Corporate Branch.
Supervised By:
Jannatul Mawa Nupur
Senior Lecturer in Marketing
Department of Business Administration
Northern University Bangladesh
Prepared By:
Nazmus Shakib Topu
ID NO: BBA- 060160217
Major in Marketing
Bachelor of Business Administration
Northern University Bangladesh
I, Nazmus Shakib Topu, hereby declare that the presented report of internship titled
Customer Satisfaction on Land Owners of Amin Mohammad Group: a Study on
Corporate Branch is uniquely prepared by me after completion of three months work in
Amin Mohammad Group.
----------------------------
Nazmus Shakib Topu
ID: BBA- 060160217
Major in Marketing
Department of Business Administration
Northern University, Bangladesh
Supervisor Declaration
This is to certify that the title of internship report is Customer Satisfaction on Land
Owners of Amin Mohammad Group: a Study on Corporate Branch. This report is
submitted in partial fulfillment of requirement for the degree of BBA program of
Northern University Bangladesh.
He is Nazmus Shakib Topu, ID: BBA- 060160217 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.
------------------------------- --------------------------------------
Ms. Jannatul Mawa Nupur Prof. Dr. Abdul Awal Khan
Supervisor Committee Chairman
Senior Lecturer in Marketing Head, Department of
Department of Business Administration Business Administration and
Northern University, Bangladesh Dean, Faculty of Business
Northern University, Bangladesh
Letter of Transmittal
3 June, 2010
Senior Lecturer
Dear Madam,
Thanking You
Sincerely Yours
---------------------
Major in Marketing
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 Land Owners of Amin Mohammad Group: a Study on Corporate
Branch. For preparing this report I’m grateful to my organizations supervisor Md.
Younus Sheikh, Asst. Manager, Marketing. He helped me a lot though the time of
work by giving his tender hand time to time.
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.
----------------------
Major in Marketing
PS Payment Schedule
Table of Contents
Chapter Topic Page No.
Name
Executive Summary i
Chapter Introduction 1-4
One
1.1 Introduction 1
1.2 Scope of the study 1
1.3 Objectives of the study 2
1.4 Methodology 2
1.5 Rationale of the study 4
1.6 Limitations 4
Chapter Profile of the company 5-12
Two
2.1 Introduction of Amin Mohammad Group 5
2.2 Mission & vision of AMG 6
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 is a booming sector of the company.
Amin Mohammad Group was started its journey in 1990. Amin Mohammad Group is a
market leader in the real estate building & development sector.
Amin Mohammad Group is our environmentally responsible response to the rapid spate
of urbanization in Bangladesh. Pressures of urbanization in this country are compounded
by the unfavorable land man ration. Amin Mohammad Group has embarked upon a
mission to make the maximum use of minimum land being sensitive to both
environmental concerns and social continuity. Planned development by Amin
Mohammad Group of the sites around the city has added value to those areas released
pressure on inner cities and persecuted the city dwellers with breathing space.
Amin Mohammad at Corporate Branch has currently 150 employees, including drivers
& peons. I have worked as an internship at Amin Mohammad Group – Corporate Branch
from 14th February. Amin Mohammad Group is a fastest growing housing company in
Bangladesh. In 2001, Amin Mohammad Group launched their first land project at
Motijhill –“Green Model Town”. That & project is now under process. Next, Amin
Mohammad Group has recently launched the mega project at Ashulis, Ashulia Abskash,
Ashulia Barnali, & Ashulia Kingdom. Amin Mohammad Group participates on REHAB
housing fair two times in a year. In the fair we take a stole for selling the plots. To make
the sale successful the corporate office always provides feedback to the local office. We
provide the brochures, maps, & other accessories so that the sales team can easily make
their sales. Finally Amin Mohammad Group has successfully established itself as one of
the leading real estate developments in Bangladesh with reputation for a touch of class &
dignity within the reach of all class of people.
Chapter One
INTRODUCTION
1.1 Introduction:
Internship program is essential for all BBA students, because it helps him or her 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 Amin Mohammad Group which is one of the leading
companies in our country.
For completing my BBA degree Internship Report is one of the parts at the final semester
of the Department of Business Administration, Northern University, Bangladesh. This is a
study on Customer Satisfaction on Land Owners of Amin Mohammad Group: a Study
on Corporate Branch. It was a chance for me to learn about the management and how to
satisfying 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
Questionnaire Survey
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. While
collection data i.e. interviewing the employees, they did not discuss much information for
the sake of the confidentiality of the organization.
● The buyers 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.
Chapter Two
Profile of the Organization
Amin Mohammad Group is a market leader in the real estate building and development
sector. It was started its journey in 1990. Every individual has a dream home in mind.
We at Amin Mohammad Group are in the business of turning your dreams into reality.
Over the part quarter century Amin Mohammad Group Luxury apartment and
commercial buildings though developing lands in Dhaka city mostly located in
Dhanmondi, Gulshan, Banani, Uttara, Mirpur, Motijhil, Ashulia, Chittagong , Cox’s
Bazar, & Sylhet have changed the Dhaka, Chittagong, & Sylhet skyline and presented
a new lifestyle.
Amin Mohammad Group is our environmentally responsible response to the rapid spate
of urbanization in Bangladesh. Pressures of urbanization in this country are compounded
by the unfavorable land man ration. Amin Mohammad Group has embarked upon a
mission to make the maximum use of minimum land being sensitive to both
environmental concerns and social continuity. Planned development by Amin
Mohammad Group of the sites around the city has added value to those areas, released
pressure on inner cities and persecuted the city dwellers with breathing space.
Professional team of design experts with mod outlook and engineers with state of the art
equipment are backed by an R & D team constantly probing human habitat horizons as
well as building technology. Their endeavors have resulted in the creation of aesthetically
inspiring architecture, environmentally friendly development and top quality building.
Amin Mohammad Group aim is to provide its clients with competitive price, quality
materials, & hand over project on time.
Amin Mohammad Group is the symbol of customer confidence.
AMG’s mission is both broad and focused. It builds on its vision and translates the
essence of that vision into projects that respond to board category of needs. Each of
AMG’s activities however is characterized by the same commitment to comfort and
convenience.
The mission of Amin Mohammad Group is 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.
The vision of Amin Mohammad Group is to offer unparallel service to create customer
delight & enhance real estate business. Their vision is to achieve excellence & different
sense of modern living style.
Chairman
Managing Director
Vice Chairman
Director
Operation Director
● Procurement 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.
Procurement Department:
● Buying Land.
Documentation:
► If any customer fails to pay the due in schedule time then this department arranges
time extension latter & gives the time extension approval.
► For business the client is not able to take deed in this case the officers of this
department communicate with the client to take the deed by this time officers make
a rough copy of the deed.
► If any change his/her payment schedule or change the plot then this department
arranges all procedure.
► This department also make note sheet for registration when a client pay all the dues
with registration fees.
□ The administrative office & CCTV surveillance facility inside the project.
□ Police outpost, traffic system & fire service are available inside the location.
Uttara Office: Green Aroma (2nd flore) bari-17 road- 7, sector- 4, uttara,Dhaka.
In the internship period it is very important for any one where practical experience
gathered. I did my internship program at Amin Mohammad Group, Corporate Branch
from 14th February, 2010 to 15th May, 2010 the period of three month internship program
I have learned many things about customer satisfaction. Working in Amin Mohammad
Group I feel as a part of their & every employee on their helped me so much to
understand the works easily.
► Deal with customer: Here I have learnt how to deal with customer.
► Convincing the clients: Here I have learnt how to convincing the clients to
buy a plot
□ The business man face problem in paying the installment in due time because of their
time constraint in their business hours. They find it difficult to attend the office & pay
the installment.
□ In the final deed the problem arises when the client wants to register the land to one
of his kith & kin.
□ Most of the customer wants to know the sure date on which the land will be handed
over to them. They feel unsecured about the possession until they get it.
20%
Male
Female
80%
Figure: Gender
Source: Field work
In this statement 80% people is male person & only 20% is female.
Age.
10%
20%
20% 30 to 34
35 to 39
40 to 44
45 to above 49
50%
Figure: Age
Source: Field work
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
30%
Married
Single
70%
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.
2%
18%
S .S .C
H.S .C
G ra d u a te
60% 20%
Po s t g r a d u a te
Tk 900000
30% Tk 9500000
Tk 1000000
60%
20% 18%
12 installment
24 installment
36 installment
22%
48 installment
40%
40%
North phase plot
South phase plot
General phase ploy
30%
20%
Ashulia
Motijhill
Utarra
20% 60%
40%
6 months
1 year
more than 1 year
30%
20%
26%
StonglyAgree
Agree
Neutral
Desagree
12%
28% StonglyDisagree
14%
6%
10% 20%
Stongly Agree
Agree
14%
Neutral
Desagree
Stongly Disagree
50%
2
0%
2
6% S
ton
glyAg
ree
Ag
ree
N
eutra
l
D
esa
gre
e
1
2%
2
8%
S
ton
glyD
isa
gre
e
1
4%
1
0%
1
0% S
tong
lyAg
ree
4
0% Agre
e
1
0% N
eutra
l
D
esa
gre
e
S
tong
lyD
isa
gre
e
3
0%
10%
10%
Stongly Agree
40%
Agree
10% Neutral
Desagree
Stongly Disagree
30%
10%
10% 30%
Stongly Agree
Agree
Neutral
Desagree
20%
Stongly Disagree
30%
10%
10%
Stongly Agree
40%
Agree
Neutral
Desagree
20%
Stongly Disagree
20%
Figure: Commercial bank & Hospital are located near to your location.
Source: Field work
Here 40% people are strongly agree because if any body is ill then he/she is needed
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 disagree & 10% people are neutral.
Amin Mohammad Group reserves 35% land for ecological balance.
10%
10% 30%
Stongly Agree
Agree
Neutral
Desagree
20%
Stongly Disagree
30%
Figure: Amin Mohammad Group reserves 35% land for ecological balance.
Source: Field work
In this statement 30% people are strongly agree because day by day Dhaka city change
her face in Dhaka city there is no free space for ecological balance. In Amin Mohammad
Group’s project here they will breathe clean air, spend more time with their family. So
they want ecological balance for live. Here 30% people are also agree with this statement
& 20% people are neutral because they have no comment.
The location of your plot is designed by professional city Planners,
architects & environmentalists.
Frequency
10%
10%
Stongly Agree
40%
Agree
Neutral
Desagree
20%
Stongly Disagree
20%
10%
10%
Stongly Agree
Agree
10% 50% Neutral
Desagree
Stongly Disagree
20%
10%
10%
Stongly Agree
40%
Agree
Neutral
Desagree
20%
Stongly Disagree
20%
Stongly Agree
Agree
34%
Neutral
Desagree
60%
Stongly Disagree
Figure: Electricity, gas & water connection are available on site as committed.
Source: Field work
In this statement 60% people strongly agree because those people live in Dhaka city gas,
Frequency
water & electricity are a part of his/her life. If gas, water, & electricity are not available in
the location then
20% there is a big problem. 34% people are agree with this statement because
30%
Stongly Agree
Amin Mohammad Group provided gas, water,
Agree & electricity on location as committed. 2%
Neutral
people are20%neutral because they have no comments.
Desagree
Stongly Disagree
10%
10%
Stongly Agree
40%
Agree
10% Neutral
Desagree
Stongly Disagree
30%
8%
4%
8% Stongly Agree
Agree
50% Neutral
Desagree
Stongly Disagree
30%
10%
10%
Stongly Agree
40%
Agree
10% Neutral
Desagree
Stongly Disagree
30%
10%
10%
S tongly Agree
A gree
10% Neutral
Desagree
60%
S tongly Disagree
10%
S (strengths):
► Amin Mohammad Group’s management system are always committed to better
service.
► All of employees of AMG are sincere reliable.
► Amin Mohammad Group’s market potentiality is very high.
► Amin Mohammad Group have effective sales team.
► Amin Mohammad Group always keep records in appropriate methods.
► AMG use advanced information system.
► Amin Mohammad Group maintain Good relationship between top management &
employees.
► AMG have strong security system.
► Amin Mohammad Group has a well-decorated office.
W (weaknesses):
● Could not maintain the rules & regulation according to appropriate law.
● Installment facilities are not in customers favor.
● Decision can take only the top management.
● Improper government policy.
● Low area market coverage.
O (opportunities):
● New real estate business is opening day by day.
● Improve the service quality then the others.
● Improve high customer satisfaction.
● Take the opportunity to get a huge amount of money.
T (threats):
● Increased the number of Real Estate company.
● Government interrupts in the way of development.
● Growing up of overall cost.
● Complexity of RAJUK rules & regulation.
● Project areas are hassle by the local village political.
Chapter Five
CONCLUSION & RECOMENDATIONS
5.1 Conclusion:
In our country there is a not adequate land for people’s livings. Peoples are very
interested to get a peace of land that meets their housing problem. Amin Mohammad
Group is one of the renowned housing companies in Bangladesh. The company provides
complete housing solution to the people. Amin Mohammad Group also contributes in our
national economy. Main goal of Amin Mohammad Group is to provide better services to
the customers.Amin Mohammad Group 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. It is
very tough to occupy after buying the land. It is found in most cases that there is more
partner or same land & have to face complexion of laws with them.
At last, Amin Mohammad Group 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 Amin Mohammad Group has to create a new marketing
strategy which will be able to increase their business as it could improve revenue.
● The officers of Amin Mohammad Group Corporate 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 plot. 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 customer’s 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.amgbd.com at 11.00am to 12.30pm on 10.03.2010
http:// www.realestate.com at 3.30pm to 6.45pm on 17.04.2010
http:// www.worldrealestste.com at 2.00pm to 4.00pm on 09.05.2010
Documents
● Annual report of Amin Mohammad Group (2008)
● Prospects of Amin Mohammad Group (2006)
● Different manuals of Amin Mohammad Group
● Different circulars of Amin Mohammad Group
Questionnaire
Demographic Information:
1) Gender
□ Male □Female
2) Age
□ 30 to 34 □ 35 to 39 □ 40 to 44 □ 45 to above 49
3) Marital status
□ Married □ single
4) Professions
□ Private service holder □ Govt. Service holder □ Business
5) Education level
□ S.S.C □ H.S.C □ Graduate □Post graduate
6) Monthly expenses
□ Tk 10000 to Tk 20000 □ Tk 20000 to Tk 25000
□ Tk 25000 to Tk 30000 □ Tk 30000 to Tk 40000
□ Tk 40000 to Tk 45000 □ above Tk 45000
8) Number of Installments
□ 12 installment □ 24 installment □ 36 installment □ 48 installment
Content SA A N D SD
12. The projects of Amin Mohammad Group are approved by 5 4 3 2 1
RAJUK.
13. The location of AMG is out of flood flow zone. 5 4 3 2 1
14. The project has natural greeneries. 5 4 3 2 1