lETTEr of TrAnSmiTTAl 15th December, 2013 Prof. Dr.

M Alimullah Miyan Vice-Chancellor IUBAT International University of Business Agriculture & Technology 4 Embankment Drive Road, Sector-10 Uttara Model Town, Dhaka 1230, Bangladesh. Subject: Submission of practicum report Dear Sir, It was a great opportunity for me to work at Aesthetic Property Development Ltd. as an intern to gather real world experience. I am highly delighted to submit the internship report on determining the Customer Satisfaction of Aesthetic Property Development Ltd. that assigned by my supervisors. I know client satisfaction is one of the major parts of marketing. That is why I have chosen this topic. The report contains detailed information of Aesthetic Property Development Ltd. focusing on the client satisfaction of them. This project was quite interesting and I hope that it will help me in the future as well. I have tried my best to prepare an effective report and hope that my report will give you the idea of how Aesthetic Property Development executes its deal with clients. My internship period was from 10.09.2013 to 10.12.2013. To prepare the report I collected what I believe to be most relevant information to make my report as analytical and reliable as possible. I have concentrated my best effort to achieve the objectives of the report and hope that my endeavor will serve the purpose. I request you to excuse me for any mistake that may occur in the report despite of my best effort. I would really appreciate it you enlighten me with your thoughts and views regarding the report. Also, if you wish to enquire about an aspect of my report, I would gladly answer your queries. Thank you again for your support and patience. Yours Sincerely,

Md. Ebrahim Hossain ID-10202003 Customer Satisfaction of Aesthetic Property Development Ltd. I

STuDEnT DEClArATion
I am Md. Ebrahim Hossain a student of Bachelor of Business Administration (BBA), in the College of Business Administration (CBA) at the IUBAT-International University of Business Agriculture and Technology and declaring that, this practicum report on the topic of Customer Satisfaction of Aesthetic Property Development Ltd. has only been prepared for the fulfillment of the course of BUS 490 as the partial requirement of Bachelor of Business Administration (BBA). It has not been prepared for any other purpose, reward, or presentation.

-------------------Md. Ebrahim Hossain Program: BBA ID # 10202003

Customer Satisfaction of Aesthetic Property Development Ltd. II

ACknowlEDgEmEnT
First of all I would like to express my gratitude to the Almighty Allah, whose invisible guidance helped me to complete this report. This report has not only gave me some invaluable experience, at the same time it has made me indebted some extremely helpful and knowledgeable people. By working there as an intern I have learnt so many things which are very valuable for me in future. I like to express my deep sense of thankfulness to my honorable supervisor Abdullah Al Yusuf Khan, Faculty College of Business Administration (CBA), International University of Business Agriculture and Technology (IUBAT) for his frank encouragement as well as guidance in preparing this report. I acknowledge my gratitude to Md. Showkat Hossain Raju, Deputy Manager Marketing and Sales for his help and valuable suggestion from time to time and for being my supervisor in the host organization in achievement of my internship program as well as preparing the report. I also show my utmost gratitude to all the officials of Aesthetic property and Development Limited. The speed and helpfulness of the officers really helped me in obtaining the necessary information in time. I really enjoyed a lot every moments like internship period to preparing final report. I hope that it will help me in my future professional work. Moreover I like to thank everyone who was helped me for preparing this report.

Customer Satisfaction of Aesthetic Property Development Ltd. III

CErTifiCATE of ApprovAl
I am pleased to certify that the Internship Report on Customer Satisfaction of Aesthetic Property Development Ltd. conducting by Md. Ebrahim Hossain is bearing ID No: 10202003 of the Department of College of Business Administration approved for presentation and defense /viva-voce. Under my supervision Md. Ebrahim Hosssain worked with The Aesthetic Property Development Ltd. I am pleased to hereby certify that the data the findings presented in the report are the authentic work of Md. Ebrahim Hossain. I strongly recommend the report presented by Md. Ebrahim Hossain for further academic commendations and defense/viva-voce. Md. Ebrahim Hossain bears a strong moral character and a very pleasing personality. It has indeed been a great pleasure working with him. I wish him all success in life.

------------------------------Supervisor Abdullah Al Yusuf Khan Faculty, College of Business Administration (CBA) IUBAT- International University of Business Agriculture and Technology

Customer Satisfaction of Aesthetic Property Development Ltd. IV

TAblE of ConTEnT:
TOPIC Prefatory Part A. Title Fly B. Title Page C. Letter of Transmittal D. Student Declaration E. Acknowledgement F. Certificate of Approval G. Table of Content H. Executive Summary Chapter 1: Introduction 1.0 Background of the Study 1.1Origin of the report 1.2 Objective of the report 1.2.1Broad Objective 1.2.2Specific Objective 1.3 Scope of the Study 1.4 Limitations of the Study 1.5 Methodology 1.5.1 Sampling process 1.5.2 Primary Data Collection 1.5.3 Personal Observation 1.5.4 Face to face Interview 1.5.5 Practical Deskwork 1.5.6 Secondary sources of data 1.6 Research design 1.6.1 Population 1.6.2 Element 1.6.2 Sampling Unit 02 02 02 03 03 03 04 4 4 4 4 4 5 5 6 5 6 6 I II III IV V-VIII IX-X PAGE NO.

Customer Satisfaction of Aesthetic Property Development Ltd. V

1.6.3 Extent 1.6.4 Sampling frame 1.6.5 Sample size Chapter 2: Organization Overview 2.0 Company Overview 2.1 Historical Background 2.2 Basic Info 2.3 Organogram of Aesthetic Property Development 2.4 Mission and Vision 2.5 Goal 2.6 Principles 2.7 Core Competence 2.8 Values 2.8.1 Core Values: 2.8.2 Company Values 2.9 Expertise 2.10 Leadership Team 2.11 Principles 2.11.1 Human Rights 2.11.2 Labor 2.11.3 Environment 2.11.4 Anti-Corruption 2.12 Customer Excellence 2.13 Departments of Aesthetic Property Ltd. Chapter 3: Marketing, Sells & Management Strategy 3.1 Marketing Mix Aesthetic Property Development Ltd. 3.1.1 Product 3.1.2 Place 3.1.3 Price 3.1.4 Promotion 3.1.5 People

6 6 6

08 08 09 10 11 11 12 12 12 12 12 13 13 13 13 13 13 14 15 14

16 16 17 17-18 19-21 21

Customer Satisfaction of Aesthetic Property Development Ltd. VI

3.1.6 Physical Evidence 3.1.7 Process 3.2 Sales Procedure Activities 3.3 Corporate Social Responsibility (CSR) Activities of Aesthetic Property Development 3.4 Ensure Customer Satisfaction 3.5 Customer Relationship Management 3.6 Market Segmentation and Target Market & Positioning (STP) 3.6.1 Market Segmentation 3.6.2 Target market 3.7 Positioning 3.8 Focus on Clients and Clients Behavior 3.9 Client Decision Making and Evaluation Process 3.10 Customer Expectations 3.11 Determinants of Client Satisfaction 3.12 Listening to Customer Requirements and Understanding Customer Expectations and Customer Perceptions 3.13 General Process of buying Plots 3.14 Task regarding cancellation 3.15 Ways of Get Back the Money Chapter 4: Actual Job I have Done 4.1 Internship Description 4.2 Internship Details 4.3 Daily Work/Job Responsibilities 4.4 Different Aspects of Job Performance 4.5 Learning Points 4.6 Observations and Recommendations: Chapter 5: Research Part 5.1 Problem Statement 5.2 Project Timeline

21-22 22 23-24 24

24-25 25-26

26-27 27 27 27 27-29 29-32 32-33 33-37

38 38-39 39

41 41 41-42 43 43 44

46 46

Customer Satisfaction of Aesthetic Property Development Ltd. VII

5.3 Budget Information: 5.4 Research Methodology 5.5 Population Definition 5.6 Sampling Plan 5.7 Contact Method 5.8 Analysis and Presentation of Data 5.9 Hypothesis scale 5.10 Hypothesis Development 5.11 Hypothesis Testing 5.12 Graphical Representation 5.13 Findings from the study 5.14 Recommendations 5.15 Conclusion Appendix Bibliography Websites Photos Questionnaires

46 47 47 47 47 48 48 49 50 51-60 61 62 63

65 66 67 68-69

Customer Satisfaction of Aesthetic Property Development Ltd. VIII

ExECuTivE SummAry
Aesthetic Property Development ltd. is one of the leading developing companies in Bangladesh. It is creating its brand image day by day by providing not only modern architectural buildings but also sophisticated interior designing for their clients. Aesthetic Property Development ltd. never compromises with its design and construction products quality. Their main concern always is the safety of their clients. So clients are also very much depending on them. Consequently they can build up a very good relationship with their clients. Aesthetic Property Development ltd. is a local developing company and it is working locally. So it has a strong brand image as well as a strong business network all over the country. It was founded in 2007. Within 7 years Aesthetic property development Ltd developed and sold many apartment, plot. Aesthetic property also very well known as a consultant firms. They have project on prime location of Dhaka (Gulshan, Bonani, Jatrabari, Mohammadpur, Banani, Baridhara, Dhanmondi, Mirpur, Lalmatia and Uttara) also they have project at coxs Bazaar and comilla. APDL uses the highest quality building materials and finishing products to ensure durability and customer satisfaction. Aesthetic property development Ltd uses the latest computerized technology for giving best service to clients and the employee. Aesthetic property development 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. Aesthetic property development 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 Aesthetic property development 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. Aesthetic property development at Corporate Branch has currently 150 employees, including drivers & peons. I have worked as an internship at Aesthetic property development Corporate Branch from 10.09.2013. Aesthetic property development is a fastest growing housing company in Bangladesh. In 2007, Aesthetic property development launched their first land project at Motijhill Aesthetic & Khan. Aesthetic property development has recently launched the mega project at Comilla, Coxs Bazaar 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 Customer Satisfaction of Aesthetic Property Development Ltd. IX

easily make their sales. Finally Aesthetic property development 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.

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