Market Strategy

Survey Report of Service Marketing
Topic:
Analyzing
the
perception
of
general
people
towards
Government Service
Background: Government
Service in Bangladesh contains a negative
perception of general people. Most of the people of the country are not much satisfied with it. Now a day the Government has taken various initiatives in which the general people can able to get minimum service from the government. But still people could not bring their reliability towards the service of government officials. In this regard we have conduct a survey to identify the perception of general people towards government service and analyzed whether it is negative or positive.
Broad Objective:
To analyze the effectiveness of Government
Service as a part of marketing campaign.
Specific Objectives:
specific objectives:
Our research paper includes the following
Public attention to Government Service. Impact of Government Service on consumer behavior. Different medium of Government Services. Different Government Service promotional activities. What are the types of Government Service that attract the people most?
Scope:
Our research paper will include four types of Government
Service such as police, court, RAJUK, Roads & Highways, Post office. LGED etc. Our research paper will cover some specific part of Dhaka region. We ill cover the view of general public regarding their attention to Government Service.
Methodology:
We will use different types of research methods. One of the methods is interview method, which will be supported by a well-structured questionnaire. In the interview method, we will interview the general public of the Dhaka city. We will also do some research on secondary data from books, magazine and different related the research work.
Limitation:
We will be facing difficulties in covering different parts of Dhaka city. We have time constraints. Absence of the relevant reading material about our topic.
Timeframe
Work description Data collection & Interview Report Preparation Report Writing Editing & Preparation for final Presentation Week 1 Week 2 Week 3 Week 4
Conclusion:
Government
Services
are
now
becoming
very
important instrument to serve the general public. So it should be designed in such a way that public will be attracted to this up to a greater extent.
Scrap Book Overview: Power outage starts creeping back

Power outage has creeping into the lives of city dwellers from the very beginning of summer though the authorities hope to provide better service this year. With the SSC examination beginning today thousands of examination beginning today thousands of examinees in the port city expect uninterrupted supply of power during the study properly. Chittagong has experienced around 114MW of load shedding during the peak hours on March 22 evening against the demand of 520MW. Power Development Board (PDB) officials said eight Power generating units, out of ten, are functioning at three power stations in Chittagong region now. Two units at Shikalbaha Bargemounted Power plant are now out of order. An official at PDB Chittagong office said it is possible to generate up to 360MW electricity at the two units if the required gas is ensured. But inadequate supply of gas kept both the units limited generating only to 260MW for the last couple of months. Chief Engineer Abul Kashem said they hope to face less pressure this year as some more new plants will start power generation to add to the national grid. He said they have, moreover, completed repair work in some old lines, transformers and substations in both the city and the region to keep them active in this peak season.
RAB recovers image as crossfire marks fall

The Rapid Action Battalion (RAB) has apparently been careful in the last one year to improve its image marred greatly at home and abroad because of the huge number of deaths in crossfire as Such extrajudicial killings have reduced significantly during the period. A total of 472 alleged criminals have so far been killed in the name of crossfire or encounter between associates of the criminals and RAB members. Recently the Rab organized a human rights training workshop for its officers in cooperation with the British High commission in Dhaka to make them more aware of human rights. The force has so far taken punitive measures against its 535 members for anti-disciplinary activates and around 200 of them either lost their jobs or suffered jail. The RAB started with its head-quarters and seven battalions and with 5521 personnel drawn from the army, navy, air force, police, coast guard and ansar. Now it has nine wings at headquarters and 12 battalions and its present manpower is 8727.the force arrested the highest number of 463 leaders and activists of the banned Islamist organization JMB and 38 members of others militant outfits. They sezed 58firearms, 386 bullets, 115 grenade and bombs, 333 grenade shells, 1723kg explosives. RAB members also seized around 144 lakh yaba tablets, 5000 ice pills used as an alternative to yaba, 111 kg heroin and around 5.5 lakh bottles and 2000 liters of phensydile.
BRTA to go tough on roughneck drivers

BANGLADESH road Transport authority has decided to from a mobile court this week to punish the three- wheeler and taxicab drivers, who flatly refuse short distance trips, putting the city commuters in trouble. The BRTA office at Tejgaon in Dhaka will receive the complaints from aggrieved the passengers and action will be taken by the BRTA mobile court on the basis of the complaints later on, the official said .Aggrieved passenger have been advised to lodge formal complaints addressing the chairman of BRTA with the number of the errant vehicles. A mobile court, which started functioning on April 16, is now giving five to seven days jail to the roughneck drivers, but the actions failed to make any visible impact on the situation, the BRTA official said. According to the revised chart fixed by the government with effects from May 1, fare for the first two kilometers has been increased to tk13.50 from tk 12 and for the subsequent kilometers it has been fixed at tk 505 from tk 5. City dwellers however believe that the number of three-wheelers is much less than required for a city of 15 people population. About 80000 two stroke auto rickshaws, blamed for air pollution, were phased out from the city, and 13000 CNGrun three wheelers could not fill the vacuum.
Lack of rules, awareness prevent Proper corporate governance
The practice of corporate governance in Bangladesh remains poor due to lack of appropriate regulations for compelling the corporate bodies to maintain transparency and accountability in their business affairs, said experts and the top official of a regulatory body at a seminar on Saturday. Akbar Ali Khan said the government should set up a corporate governance commission to improve the corporate governance and to monitor their compliance. The companies Act of 1994 should be revised and the office of the registrar of joint stock companies should be strengthened to improve corporate governance in the countrys corporate bodies. The SEC chief said there should also be a precise code of conduct for corporate governance for non-listed companies. The financial reporting council is also required to bring about transparency entrepreneurs. in the financial reports the issued for by the He underscored need building
awareness of the issue among the entrepreneurs. However, have become hopeful after seeing the listed companies level of compliance to corporate governance guidelines.
Waterborne diseases take serious turn in DND area

Waterborne diseases, including diarrhoea and dysentery, have broken out alarmingly in the Dhaka- NarayanganjDemra Embankment project area mainly due to contaminated water and unhygienic environment. There are
around 10000 families living inside the DND area, and three to four members of each family are suffering from diarrhoea, respiratory tract infection and skin diseases. The health and family welfare adviser, ASM matiur rahman, told New Age on Tuesday that a number of government medical teams are working in this area. They are distributing water purifying tablets, oral saline and other medicines among the people attacked with waterborne diseases. Physicians said contaminated water and unhygienic environment is the main reason for spreading the waterborne diseases. Sources at the central control room of health said 15 drowned in floodwater and three died of snakebite in past 24 hours till Tuesday morning. Some 3521 people were attacked by diarrhea, 1013 by respiratory track infection. So Government service organization WASA should be taken some action to solve this problem.
Cable cuts make it hard for BTTB to provide nonstop services

The Bangladesh telegraph and Telephone Board is scrambling to maintain uninterrupted telecoms service for its submarine cable users because of a delay in access to another fiber-optic link from Dhaka to Coxs Bazar as a backup. The board officials said disagreement over lease money and conditions with the power grid company were delaying the signing of the deal. The signing of the deal with Bangla phone remained suspended at the instruction of the Bangladesh telecommunication Regulatory Commission as
the operator has installed its cable illegally. Internet and overseas telephone services remained disconnected for 19 hours from early Wednesday to Thursday evening and for 10 hours from Monday afternoon to Tuesday as the cable was severed. The number of internet subscribers now stands at about half a million. The telephone boards underground fiber-optics network between Dhaka and Coxs Bazar is often severed by the roads and highways Department and other agencies during maintained work and by cable thieves, resulting in frequent service disruptions. So, Govt. should take immediately need another fiber-optic link to tackle the situation.
Govt. plans permanent price-monitoring cell

The commerce ministry is planning to set up a permanent price-monitoring cell following the makeshift cells failure to have a positive impact on the market, officials have said. The caretaker government, led by fakhruddin ahmed, formed a temporary price-monitoring cell in February soon after assuming power. No such magistracy will be given to the permanent price monitoring cell, according to commerce secretary Firoz Ahmed. The head of the current price cell is a deputy secretary of the commerce ministry whose regular duties involve dealing with Bangladesh trade abroad, which is already a heavy workload. They will soon send a proposal to the establishment ministry in regard to a permanent price monitoring cell. The government , which had promised to
keep prices low, defended the current situation by claiming that the prices would have risen further if it had not with drawn duties of some essentials. Prices here are quite rational compared with international market rates.
Barisal farmers face ruin for jute mill closure

The closure of jute mills has been a bolt out of the blue for farmers in barisal region who this year have grown the onetime golden fiber on 145000 hectares of land, surpassing the cultivation target on 105656 hectares by nearly 37.24. Per cent farmers in the region grew jute on 122000 hectares in 2006 against the 95525 hectare target set by the DAE. In last season, raw jute fetched up to Tk 800 a maund which, according to the DAE sources, inspired farmers to dedicate more land for jute cultivation this year. A number of market actors also warned of market actors also warned of a rise in cross border jute smuggling to feed the thriving jute sector there while DAE officials said the present scenario would definitely dampen farmers interest in jute cultivation that would be hard to revive in the foreseeamle future.
DMP launches Open House Day

The Dhaka Metropolitan Police on Saturday initiated open house day at all the police stations within the metropolis to close the gap between the polices and public. The
programmed was first initiated at the Uttara Model police Station in June, and it has borne fruitful results by providing better service to the common people. Replying to a query, the DMP chief said that all concerned were instructed to remain alert so that no criminal could get involved in the programmed. Earlier the DMP introduced service delivery in every police station in the metropolis to serve the people. The suffering of foreign- bound people had been lessened substantially with the introduced of another program title one stop service. The new program will bridge the common people. This program will be improving the service quality.
WASA to take up canal dev project next year

The Dhaka water supply and Sewerage Authority will take up a canal development project next year in a bid to permanently protect the city canals from illegal occupation, an official of the water agency said. The World Bank will finance the project, said Zahirul Alam, superintendent engineer of drainage division under WASA. The lending agency is likely to provide around Tk 200 crore for canal development works next year. A total of 26 canals will be brought under the project in phases said Zahirul who led the canal reclamation drivers recently. The canals which are 40 feet in width will come under tree plantation programme. At the same time, public awareness programme will also be carried out, the official said. The Dhaka WASA has 65kilometeres stretch of canals under its jurisdiction, and its
drainage system covers about 140 square kilometers inside the city protection embankment. The canal reclamation drive began in 2005 after an inter-ministerial meeting directed the authority concerned to pull down I llegal structures along the canals. But the authorities could partially reclaim the canals.
According to the review of the scrap book we can conclude that Government Organizations are try to cover up the change to serve the customers. But we have to measure the perception of people whether these changes are effective or not. In this condition our survey analysis and findings may come up with the appropriate outcome.
Analysis of Survey: Q1: Do you receive any service from the Govt. department from the
last one-year?
20
15
t n u o C
10
0 no yes
Do you receive any service from the Gov't department from the last one year
Q 2: Did you ever face the following Government Organizations?
po st of fic e
ot he rs
l ta pi t os en th m rt v' pa go de n io at t uc en m ed rt pa de a he lth t or rp ai D E LG y tr is in em m ho
s ad ro
d an
w gh hi t en tm w la
po lic e
s ay
r pa de
ra zu k
ity C
io at or rp co
0 .4
0 .3
0 .2
0 .1
n a e M
s er th O go r fo e on jo
lt ra ve se
im
es
e ne
to
l ga illi
Q 3: The problem which has to face:
ng lo
tim
to
ts ge
vi er
ce
n un
es ec
ry sa
lls ru
an
g re
io at ul
ns
a un
ila va
y lit bi
t of
he
d te la re
ov G
't
em
o pl
e ye
Q 4: The percentage of people who make complain

0 .6 0 .5 0 .4 0 .3 0 .2 0 .1 0
lm cia an fin
rs te at
n a e M
70
60
50
40
t n c r e P
30 20 10 0 no yes
do you complaint for the dissatisfied job of the Gov't service
Q 5: The selected source to make complain:

to related complaint center to higher authority to influencial relative/friends to media others
1 1
12
Q 6: According to the experience which of the following organization is dissatisfactory to you.

0 .8
0 .6
n a e M
0 .4
0 .2
0
ra zu k
ra n tio
po lic e
po st of fic e
w gh hi
ot he rs
or rp ai
l ta pi t os en th m rt v' pa go de n io at t uc en m ed rt pa de
Q7: Did the staff demand gratuity

100
ity C o rp co
w la r pa de tm
ad ro s an d
th al he
m ho in em
E LG D
y tr is
t en
s ay
80
60
t n c r e P
40 20
0 0 yes
Did the staff demand gratuity
Q8: if yes, the demand was?

60
50
40
t n c r e P
30
20
10
0 direct indirect/implied
if yes, the demand was
Q 9: What was the demand
What was the demand affordable exobitant
45 55
Frequency Distribution: (Likert Scale) Complain Solution

The service of the gov't organization has changed after the 1/11 Cumulative Percent 27.6 44.8 62.1 82.8 96.6 100.0
Frequency Valid strongly disagree disagree somewhat disagree neutral somewhat agree strongly agree Total 8 5 5 6 4 1 29
Percent 27.6 17.2 17.2 20.7 13.8 3.4 100.0
Valid Percent 27.6 17.2 17.2 20.7 13.8 3.4 100.0
if the political leader come after the election then the service of the gov't organization will again fall Cumulative Percent 6.9 24.1 44.8 62.1 82.8 100.0
Percent 6.9 17.2 20.7 17.2 20.7 17.2 100.0
Valid Percent 6.9 17.2 20.7 17.2 20.7 17.2 100.0
Gov't organization does not take the complaint seriously Frequency Valid strongly disagree disagree somewhat disagree neutral somewhat agree agree strongly agree Total 4 3 4 5 3 5 5 29 Percent 13.8 10.3 13.8 17.2 10.3 17.2 17.2 100.0 Valid Percent 13.8 10.3 13.8 17.2 10.3 17.2 17.2 100.0 Cumulative Percent 13.8 24.1 37.9 55.2 65.5 82.8 100.0
I rely on somebody else to complain in case the is a general problem Frequency Valid strongly disagree disagree somewhat disagree neutral somewhat agree agree strongly agree Total 5 4 5 2 7 3 3 29 Percent 17.2 13.8 17.2 6.9 24.1 10.3 10.3 100.0 Valid Percent 17.2 13.8 17.2 6.9 24.1 10.3 10.3 100.0 Cumulative Percent 17.2 31.0 48.3 55.2 79.3 89.7 100.0
My past experience with complaining is not good Cumulative Percent 6.9 17.2 31.0 44.8 58.6 72.4 100.0
Frequency Valid strongly disagree disagree somewhat disagree neutral somewhat agree agree strongly agree Total 2 3 4 4 4 4 8 29
Percent 6.9 10.3 13.8 13.8 13.8 13.8 27.6 100.0
Valid Percent 6.9 10.3 13.8 13.8 13.8 13.8 27.6 100.0
The problem usually comes back shortly after a response to a complaint Frequency Valid disagree somewhat disagree neutral somewhat agree agree strongly agree Total 2 3 4 4 2 14 29 Percent 6.9 10.3 13.8 13.8 6.9 48.3 100.0 Valid Percent 6.9 10.3 13.8 13.8 6.9 48.3 100.0 Cumulative Percent 6.9 17.2 31.0 44.8 51.7 100.0

The general experience of others is not good with Gov't organization Frequency 4 5 3 8 4 5 29 Percent 13.8 17.2 10.3 27.6 13.8 17.2 100.0 Valid Percent 13.8 17.2 10.3 27.6 13.8 17.2 100.0 Cumulative Percent 13.8 31.0 41.4 69.0 82.8 100.0
Valid
disagree somewhat disagree neutral somewhat agree agree strongly agree Total
Complaints do not bring problem resolution within the expected time Frequency Valid strongly disagree disagree somewhat disagree neutral somewhat agree agree strongly agree Total 1 1 3 2 5 4 13 29 Percent 3.4 3.4 10.3 6.9 17.2 13.8 44.8 100.0 Valid Percent 3.4 3.4 10.3 6.9 17.2 13.8 44.8 100.0 Cumulative Percent 3.4 6.9 17.2 24.1 41.4 55.2 100.0
If there is any problem, I cannot easily complain to the responsible authority Frequency Valid strongly disagree disagree somewhat disagree neutral somewhat agree agree strongly agree Total 9 4 5 2 4 1 4 29 Percent 31.0 13.8 17.2 6.9 13.8 3.4 13.8 100.0 Valid Percent 31.0 13.8 17.2 6.9 13.8 3.4 13.8 100.0 Cumulative Percent 31.0 44.8 62.1 69.0 82.8 86.2 100.0

Complaining center is not always open for the customers Frequency Valid strongly disagree disagree somewhat disagree neutral somewhat agree agree strongly agree Total 3 1 4 2 3 5 11 29 Percent 10.3 3.4 13.8 6.9 10.3 17.2 37.9 100.0 Valid Percent 10.3 3.4 13.8 6.9 10.3 17.2 37.9 100.0 Cumulative Percent 10.3 13.8 27.6 34.5 44.8 62.1 100.0
I do not know how to complain because of lack of information Frequency Valid strongly disagree disagree somewhat disagree neutral somewhat agree agree strongly agree Total 1 2 6 1 4 4 11 29 Percent 3.4 6.9 20.7 3.4 13.8 13.8 37.9 100.0 Valid Percent 3.4 6.9 20.7 3.4 13.8 13.8 37.9 100.0 Cumulative Percent 3.4 10.3 31.0 34.5 48.3 62.1 100.0
Complaining process is expensive Frequency Valid somewhat disagree neutral somewhat agree agree strongly agree Total 1 2 7 7 12 29 Percent 3.4 6.9 24.1 24.1 41.4 100.0 Valid Percent 3.4 6.9 24.1 24.1 41.4 100.0 Cumulative Percent 3.4 10.3 34.5 58.6 100.0
Q 25: What sort of steps should be taken to improve the service:

0.7
0.6
0.5
0.4
n a e M
0.3 0.2 0.1 0 change in rulls change of skills and regulations by training financial and non-financial benefits of the service provider public should aware of the gov't service rulls and regulations others
It will be better for the private organization to provide better service than public organization Frequency Valid disagree neutral somewhat agree agree strongly agree Total 2 4 2 6 15 29 Percent 6.9 13.8 6.9 20.7 51.7 100.0 Valid Percent 6.9 13.8 6.9 20.7 51.7 100.0 Cumulative Percent 6.9 20.7 27.6 48.3 100.0
Frequency Distribution (Out looking)

Gov't employees are neat in appearance
Percent 31.0 3.4 6.9 17.2 24.1 13.8 3.4 100.0
Valid Percent 31.0 3.4 6.9 17.2 24.1 13.8 3.4 100.0
Cumulative Percent 31.0 34.5 41.4 58.6 82.8 96.6 100.0
People are smart and well dressed
Percent 20.7 10.3 13.8 17.2 13.8 17.2 6.9 100.0
Valid Percent 20.7 10.3 13.8 17.2 13.8 17.2 6.9 100.0
Materials associated with the service are visually appealing
Frequency Valid strongly disagree disagree somewhat disagree neutral somewhat agree Total 9 9 5 5 1 29
Percent 31.0 31.0 17.2 17.2 3.4 100.0
Valid Percent 31.0 31.0 17.2 17.2 3.4 100.0
Cumulative Percent 31.0 62.1 79.3 96.6 100.0

Gov't complaint centers appearance is satisfactory
Frequency Valid strongly disagree disagree somewhat disagree neutral somewhat agree agree Total 9 11 4 1 2 2 29
Percent 31.0 37.9 13.8 3.4 6.9 6.9 100.0
Valid Percent 31.0 37.9 13.8 3.4 6.9 6.9 100.0
Cumulative Percent 31.0 69.0 82.8 86.2 93.1 100.0
It is easy to figure out whom to complain to in this organization
Percent 10.3 24.1 6.9 10.3 27.6 13.8 6.9 100.0
Valid Percent 10.3 24.1 6.9 10.3 27.6 13.8 6.9 100.0
Frequency Distribution (Dependence)

When you have a problem, gov't employees shows a sincere interest in solving it
Percent 34.5 10.3 31.0 13.8 3.4 6.9 100.0
Valid Percent 34.5 10.3 31.0 13.8 3.4 6.9 100.0

The service provider performs its service right the first time
Frequency Valid strongly disagree disagree somewhat disagree somewhat agree agree Total 10 9 8 1 1 29
Percent 34.5 31.0 27.6 3.4 3.4 100.0
Valid Percent 34.5 31.0 27.6 3.4 3.4 100.0
Gov't employees provide the services at the time it promises to do so

Frequency Valid strongly disagree disagree somewhat disagree neutral somewhat agree agree Total 8 8 6 3 1 3 29 Percent 27.6 27.6 20.7 10.3 3.4 10.3 100.0 Valid Percent 27.6 27.6 20.7 10.3 3.4 10.3 100.0 Cumulative Percent 27.6 55.2 75.9 86.2 89.7 100.0
Frequency Distribution (The willingness to response)

The officers are always found in their chairs
Frequency Valid strongly disagree somewhat disagree neutral somewhat agree agree Total 8 4 6 7 4 29
Percent 27.6 13.8 20.7 24.1 13.8 100.0
Valid Percent 27.6 13.8 20.7 24.1 13.8 100.0

Service employees usually specify the exact time when the service will be provided
Percent 20.7 20.7 20.7 13.8 6.9 10.3 6.9 100.0
Valid Percent 20.7 20.7 20.7 13.8 6.9 10.3 6.9 100.0
Employees are prompt in providing their service
Percent 34.5 20.7 24.1 3.4 6.9 10.3 100.0
Valid Percent 34.5 20.7 24.1 3.4 6.9 10.3 100.0
Employees are never too busy to respond to the problems of the customers
Percent 31.0 20.7 24.1 3.4 3.4 10.3 6.9 100.0
Valid Percent 31.0 20.7 24.1 3.4 3.4 10.3 6.9 100.0

They provide explanations about why the original problem occurred
Frequency Valid strongly disagree disagree somewhat disagree neutral strongly agree Total 7 6 9 3 4 29
Percent 24.1 20.7 31.0 10.3 13.8 100.0
Valid Percent 24.1 20.7 31.0 10.3 13.8 100.0
They respond quickly to complaints
Frequency Valid strongly disagree disagree somewhat disagree neutral somewhat agree Total 12 7 5 3 2 29
Percent 41.4 24.1 17.2 10.3 6.9 100.0
Valid Percent 41.4 24.1 17.2 10.3 6.9 100.0
They were willing to adjust their complaint handling procedures to satisfy my needs
Percent 17.2 17.2 17.2 27.6 10.3 3.4 6.9 100.0
Valid Percent 17.2 17.2 17.2 27.6 10.3 3.4 6.9 100.0
Frequency Distribution (Reliability)

The employees make me feel confident that the problem will be resolved correctly
Percent 17.2 6.9 20.7 17.2 13.8 13.8 10.3 100.0
Valid Percent 17.2 6.9 20.7 17.2 13.8 13.8 10.3 100.0
I feel secure in my transactions with gov't organization
Percent 20.7 3.4 13.8 34.5 13.8 6.9 6.9 100.0
Valid Percent 20.7 3.4 13.8 34.5 13.8 6.9 6.9 100.0
Employees are always courteous with me
Percent 13.8 20.7 10.3 6.9 41.4 6.9 100.0
Valid Percent 13.8 20.7 10.3 6.9 41.4 6.9 100.0
Employees are knowledgeable to solve my problem

Frequency Valid strongly disagree disagree somewhat disagree neutral somewhat agree agree Total 2 4 5 3 12 2 28 29
Percent 6.9 13.8 17.2 10.3 41.4 6.9 96.6 100.0
Valid Percent 7.1 14.3 17.9 10.7 42.9 7.1 100.0
Total
I trust the employees of gov't organization
Percent 24.1 13.8 10.3 24.1 13.8 10.3 3.4 100.0
Valid Percent 24.1 13.8 10.3 24.1 13.8 10.3 3.4 100.0
The employees of gov't organization are competent
Percent 17.2 20.7 6.9 10.3 24.1 20.7 100.0
Valid Percent 17.2 20.7 6.9 10.3 24.1 20.7 100.0
Frequency Distribution (Responsiveness)
Responsible officers listened and took action immediately
Percent 27.6 24.1 24.1 6.9 6.9 10.3 100.0
Valid Percent 27.6 24.1 24.1 6.9 6.9 10.3 100.0
Operating hours are convenient for the customers
Percent 10.3 10.3 6.9 10.3 41.4 6.9 13.8 100.0
Valid Percent 10.3 10.3 6.9 10.3 41.4 6.9 13.8 100.0
Employees give personal attention to their customers
Frequency Valid strongly disagree disagree somewhat disagree neutral agree strongly agree Total 6 4 9 5 3 2 29
Percent 20.7 13.8 31.0 17.2 10.3 6.9 100.0
Valid Percent 20.7 13.8 31.0 17.2 10.3 6.9 100.0
They are very much concerned about my best interests

Percent 20.7 34.5 27.6 3.4 6.9 3.4 3.4 100.0
Valid Percent 20.7 34.5 27.6 3.4 6.9 3.4 3.4 100.0
They understand the specific needs of the customers
Percent 20.7 27.6 27.6 6.9 13.8 3.4 100.0
Valid Percent 20.7 27.6 27.6 6.9 13.8 3.4 100.0
Overall I am satisfied with gov't organization regarding their complaint handling behavior
Frequency Valid strongly disagree disagree somewhat disagree somewhat agree agree Total 8 7 9 4 1 29
Percent 27.6 24.1 31.0 13.8 3.4 100.0
Valid Percent 27.6 24.1 31.0 13.8 3.4 100.0

Overall I am satisfied with the service provided by gov't organization
Percent 24.1 20.7 31.0 17.2 3.4 3.4 100.0
Valid Percent 24.1 20.7 31.0 17.2 3.4 3.4 100.0
My complaint was satisfactorily resolved
Percent 27.6 20.7 20.7 17.2 6.9 6.9 100.0
Valid Percent 27.6 20.7 20.7 17.2 6.9 6.9 100.0
I was happy with how the organization handled my complaint
Percent 27.6 20.7 34.5 6.9 3.4 6.9 100.0
Valid Percent 27.6 20.7 34.5 6.9 3.4 6.9 100.0
I want to continue dealing with this organization
Percent 17.2 10.3 3.4 24.1 27.6 10.3 6.9 100.0
Valid Percent 17.2 10.3 3.4 24.1 27.6 10.3 6.9 100.0
I will recommend this organization as an excellent service provider
Percent 20.7 27.6 13.8 13.8 10.3 13.8 100.0
Valid Percent 20.7 27.6 13.8 13.8 10.3 13.8 100.0
Personal Information
Age:
25
20
15
t n u o C
10 5 0 21-30 31-40 41-50 50+
Age
Educational Qualification:
12
10
t n u o C
0 below graduate graduate masters others
Educational Background
Income:
Income below 10,000 10,000-20,000 20,000-30,000 30,000++
10
14
48
28
Profession:
Profession service holder businessman housewife others
34
34
7 24
Area:
14
12
10
t n u o C
6 4 2 0 gulshan/baridgara/banani malibag/mogbazar/khilgaw dhanmondi/ mohammadpur old dhaka
Area of residence
Gender
70
60
50
40
t n c r e P
30 20 10 0 male female
Gender
Discussions:
People of the Bangladesh are not enough satisfied with the service of the Government organizations. According to the research major respondents are not aware of the Government service and are not face to such organizations. They think that it is more complex, lengthy, and cost effective to face any government organization. But they have to face it as these are the monopoly business of the country. Like other developed countries the govt. organizations of Bangladesh should improve its service quality and launch strategies towards the better service for the people.

Market Strategy

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Market Strategy

Uploaded by

Copyright:

Available Formats

Survey Report of Service Marketing

Service in Bangladesh contains a negative

To analyze the effectiveness of Government

Service as a part of marketing campaign.

Our research paper includes the following

Our research paper will include four types of Government

Survey Report of Service Marketing

Survey Report of Service Marketing

Scrap Book Overview: Power outage starts creeping back

Survey Report of Service Marketing

RAB recovers image as crossfire marks fall

Survey Report of Service Marketing

BRTA to go tough on roughneck drivers

Lack of rules, awareness prevent Proper corporate governance

Survey Report of Service Marketing

Waterborne diseases take serious turn in DND area

Survey Report of Service Marketing

Cable cuts make it hard for BTTB to provide nonstop services

Survey Report of Service Marketing

Govt. plans permanent price-monitoring cell

Survey Report of Service Marketing

Barisal farmers face ruin for jute mill closure

DMP launches Open House Day

Survey Report of Service Marketing

WASA to take up canal dev project next year

Survey Report of Service Marketing

Survey Report of Service Marketing

Q 2: Did you ever face the following Government Organizations?

Survey Report of Service Marketing

Survey Report of Service Marketing

Q 3: The problem which has to face:

Q 4: The percentage of people who make complain

Survey Report of Service Marketing

do you complaint for the dissatisfied job of the Gov't service

Q 5: The selected source to make complain:

Survey Report of Service Marketing

Q 6: According to the experience which of the following organization is dissatisfactory to you.

Q7: Did the staff demand gratuity

Did the staff demand gratuity

Survey Report of Service Marketing

Q8: if yes, the demand was?

if yes, the demand was

Q 9: What was the demand

What was the demand affordable exobitant

Survey Report of Service Marketing

Frequency Distribution: (Likert Scale) Complain Solution

Percent 27.6 17.2 17.2 20.7 13.8 3.4 100.0

Valid Percent 27.6 17.2 17.2 20.7 13.8 3.4 100.0

Percent 6.9 17.2 20.7 17.2 20.7 17.2 100.0

Valid Percent 6.9 17.2 20.7 17.2 20.7 17.2 100.0

Survey Report of Service Marketing

Percent 6.9 10.3 13.8 13.8 13.8 13.8 27.6 100.0

Survey Report of Service Marketing

Survey Report of Service Marketing

Survey Report of Service Marketing

Q 25: What sort of steps should be taken to improve the service:

Survey Report of Service Marketing

Frequency Distribution (Out looking)

Percent 31.0 3.4 6.9 17.2 24.1 13.8 3.4 100.0

Cumulative Percent 31.0 34.5 41.4 58.6 82.8 96.6 100.0

People are smart and well dressed

Percent 20.7 10.3 13.8 17.2 13.8 17.2 6.9 100.0

Cumulative Percent 20.7 31.0 44.8 62.1 75.9 93.1 100.0