An Internship Report

on

Customer Satisfaction on Land Owners of Amin Mohammad Group: a Study on Corporate Branch.

Nazmus Shakib Topu
ID No: BBA- 060160217 Major in Marketing Department of Business Administration

Date of Submission: 03 June, 2010

An Internship Report
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

Date of Submission: 03 June, 2010

Student Declaration

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. My original work is submitted to Northern 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.

---------------------------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
Supervisor Senior Lecturer in Marketing Department of Business Administration Northern University, Bangladesh Northern University, Bangladesh

Prof. Dr. Abdul Awal Khan
Committee Chairman Head, Department of Business Administration and Dean, Faculty of Business

Letter of Transmittal
3 June, 2010 Jannatul Mawa Nupur Senior Lecturer Department of Business Administration Northern University, Bangladesh Subject: Submission of internship report titled Customer Satisfaction on Land Owners of Amin Mohammad Group: a Study on Corporate Branch. Dear Madam, With due respect, I would submit my internship report on Customer Satisfaction on Land Owners of Amin Mohammad Group: a Study on Corporate Branch. I have collected information as possible from the management of Amin Mohammad Group. Three months work in this real estate company was a worthwhile experience for me as it was in such a reputed organization. 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 --------------------Nazmus Shakib Topu ID: BBA- 060160217 Major in Marketing Department of Business Administration Northern 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 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. I would like to convey my sincere gratitude to my university supervisor Jannatul Mawa Nupur, Senior Lecturer, Department of Business Administration, Northern University, Bangladesh. Without her guidance & assistance the report would not have been seen & light of day. 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.

---------------------Nazmus Shakib Topu Major in Marketing ID: BBA- 060160217 Department of Business Administration Northern University Bangladesh

Abbreviations

AMG AMLD REHAB BNBC NRB MOL DCCI DITF RAJUK CEO HRM PS

Amin Mohammad Group Amin Mohammad Lands & Development Ltd. Real Estate & Housing Association Bangladesh Bangladesh National Building Code. Non Residence Bangladesh Ministry Of Land 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 2.7 2.8 2.9 2.10 2.11 Chapter Three 3.1 3.4

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 Amin Mohammad Group Mission & vision of AMG Objectives of the Company Business Philosophy The Organizational Structure Departments of the company Features of every projects of Amin Mohammad Group Amin Mohammad Group Location Map Amin Mohammad Group’s Project Amin Mohammad Group’s Upcoming Project Amin Mohammad Group’s Branches Internship Position & Duties Internship Position & Duties Learning Points

Page No. i 1-4 1 1 2 2 4 4 5-12 5 6 6 6 7 8 10 11 12 12 12 13-14 13 14

Chapter Four 4.1

Findings & Analysis Major findings about the satisfaction on land owners of

15-31 15

4.2 4.3 Chapter Five 5.1 5.2

AMG Finds your questionnaire survey SWOT analysis of the company Conclusion & Recommendations Conclusion Recommendation Reference Appendix

15 30 32-33 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 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. 1.2

Scope of the study

This report will give us a clear picture about the customer satisfaction in general & specially the activities of Amin Mohammad Group. The scope of the study is limited to organizational set up, functions, & performance. The scope of this study is: • 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

Objectives of the study

The objective of the study is to find out the consumer attitudes towards Amin Mohammad Group. Especially the objectives of the study were as follows: ► To identify the consumer’s choices. ► To understand the problems of the customers during the plot booking.

► To analyzed marketing strategies for customer satisfaction of Amin Mohammad Group at Corporate Branch. ► 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 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 or information are interpreted. So, adoption of methodology is an important step in

Primary sources of data
▫ Face to Face convention with land owners of Amin Mohammad Group. ▫ Interview with the customers with questionnaire survey.

Secondary sources of data
● ● ● ● ● Annual report of Amin Mohammad Group (2008) Prospects of Amin Mohammad Group (2006) Different papers of Amin Mohammad Group Un- published data Different text book

● ● ● ●

Newspaper Internet Different manuals of Amin Mohammad Group Different circulars of Amin Mohammad Group

Data collection

Source

Secondary Data

3 Months Direct Observation on AMG Questionnaire Survey

Annual report of AMG

Official website Dissociations with the officers

Figure: Data Collection Method

1.5

Rationale of the study

Internship program is essential for every student, especially for the student of Business Administration, which helps them to know the real life situation. For this reason a student takes the internship program at the last stage of the degree, to launch a career with some practical experience.

The internship program is very helpful to bridge the gap between the theoretical knowledge & real life experience as part of Bachelor of Business Administration (BBA) program. This internship report has been designed to have a practical experience though the theoretical understanding.

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

2.1 Introduction of Amin Mohammad Group
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.

2.2 Mission & vision of AMG
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.

2.3 Objectives of the Company
► To reach the goals of organization in individual aspects & the company as a whole. ► Efficiency of the work force by employing their skills & abilities. ► Providing employees with proper standards of job satisfaction. ► Providing the organization with well trained & well motivated employees. ► Communicate the policies to all employees of Human Resource Management issue. ► The objective is to have a clear knowledge of planning, organization, leading & Controlling aspects of Amin Mohammad Group.

2.4 Business Philosophy
● Profit Maximization ● Cost Minimization ● ● Company’s Wealth Maximization Create customer value & satisfaction

2.5 The Organizational Structure
The organ gram below depicts the organizational structure of Amin Mohammad Group

Chairman

Managing Director Vice Chairman

The Deputy Managing Director Senior Executive Director Director

Operation Director

Executive Directive, Marketing

Executive Director, Operation

Executive Director, Procurement

Director, Engineering & Construction

Director, Land & Development

Director, Ready-Mix

Director, Corporate Affairs

Director, Finance & Accounts

Director, HR

Figure: Organ gram of Amin Mohammed Group at Corporate Branch Source: Office Document. 2.6

Departments of the company:

In Amin Mohammad Group, Corporate Branch contains 7 major departments. The name of those departments & activities are given below:

● Reception Desk ● Marketing & Sales Department ● Administration & Business Department ● Documentation & Recovery ● Finance & Accounts Department ● Procurement Department ● Human Resources Management (HRM)

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:
Amin Mohammad Group has a very rich marketing department. A strong sales team & aggressive marketing campaign has bought tremendous sales growth along with a handsome market share. Amin Mohammad Group becomes a market leader in the real estate industry.

Administration & Business Department:
The administration department of Amin Mohammad Group always looks after the whole organization. They always run the organization smoothly. If any employee does any fault then the department takes action against the employee. The company reward is given to the employee who has done well.

Finance & Accounts Department:
► Using Amin Mohammad Group (AMG) software. ► Final checking of Bank reconciliation. ► Checking of Bank Debtor order voucher.

► Checking the company financial accounts. ► Give clearance for surrender. ► Give clearance for registration.

Procurement Department:
● Buying Land. ● Registration of the sold 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.

2.7 Features of every projects of Amin Mohammad Group
□ The project of Amin Mohammad Group are approved by RAJUK. □ The locations of AMG is out of flood free zone. □ The project has natural greeneries.

□ The Park & playground in every block separately. □ School, College, & University are included in the project. □ Amin Mohammad Group reserves 35% land for ecological balance. □ The location have eco-friendly environment. □ The administrative office & CCTV surveillance facility inside the project. □ Police outpost, traffic system & fire service are available inside the location. □ Electricity, gas & water connection are available in site as committed. □ Telephone & internet service are connected in the project. □ Land is delivered according to the promised offered. □ Registration is properly after full payment.

2.8 Amin Mohammad Group Location Map:

Figure: Location map of Amin Mohammad Group Source: Official website of Amin Mohammad Group.

2.9 Amin Mohammad Group’s Project:
Name Green Model Town Size 2.5, 3, 5, 7.5, 10 20 katha residential & commercial plit Location Manda, Motijhill, Dhaka.

Ashulia Abakash Ashulia Barnali Ashulia Kingdom

2 -5 Katha 3 -4 Katha 2 -5 Katha

Purba Sadarpur, Ashulia, Dhaka. Gouripur, Ashulia, Savar, Dhaka. Bara Rangamathi, Ashulia, Savar, Dhaka. Pirerbazar, Sylhet.

Shyamol Chaya 2.10

2.69 – 7.59 Katha

Amin Mohammad Group’s Upcoming Projects:
Size 3 – 20 Katha 3 – 20 Katha Location Keranigong, Dhaka. Keranigong, Dhaka.

Name Dhaka South 1 Dhaka South 2

2.11

Branches of Amin Mohammad Group:

Amin Mohammad Group has 5 decorated branches in Bangladesh. Corporate Office: 752, Satmosjid road, Dhanmondi road, Dhaka-1025 Mitijhill Office: Uttara Office: Chittagong office: Sylhet Office: 29 Rajuk Avenue (2nd flore) Motijhill b/a, Dhaka. Green Aroma (2nd flore) bari-17 road- 7, sector- 4, uttara,Dhaka. 819/a Mehedibag, chittagong. Rohim tower (3rd flore), sobhani ghat.

Chapter Three INTERNSHIP POSITION & DUTIES

3.1 Internship Period:
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.

3.2 Job Description:
As an intern I engaged myself in different types of works which are given bellow: ► Potential client search: My main duty is client search, so at first I’m searching the clients who are interested to buying the land. ► Making calls to customers & introducing them about our products: After searching the client, I’m calling my customers & introducing them about our project & also invite to come our office. ► Ensure the visit of project’s location: I convince the customer to visit the project location. ► Discuss with clients about the advantages & disadvantages of buying the land: Then I discuss with my customers about the advantages & disadvantages of the land. I discuss the main features of Amin Mohammad Group’s project. ► Try to convince them to purchase the land: I’m trying to convince the customer to purchase the land. ► Making the agreements & get the booking amount: If the customer are convinced, then I’m making the agreement & get the booking amount. ► Payment collection system: Every customer payment system is not same. Some customer directly comes to company for payment & some customer pay their payment by cheque. ► Making calls to customers for giving the due amount: Every customer are not pay full amount of money. Most of the customer use installment. So I’m calling the customer for giving the due amount. ► Communicate with customer until the land have transferred: I’m communicating with my customers until the land has transferred because of customer satisfaction.

3.3 Daily Routine:

My department of internship program is under marketing & sales department. So I was fully involved in marketing & sales department. Everyday I have to go office at 9.00 a.m. like all other employees & stay up to 6.00 p.m. Some days my work area is in office & some days work was out of office, in the field.

3.4 Learning Points:
During the internship period in AMG, I have learnt lots of things. These are listed bellow: ► Communicate with the clients: Communicate with the clients over phone &give feedback them. ► Deal with customer: Here I have learnt how to deal with customer. ► Communicate with general people: To complete internship in AMG, I’m learnt how to communicate with general people. ► Convincing the clients: Here I have learnt how to convincing the clients to buy a plot ► High range of promotional activities required to make a good consumer Relation: Here I have learnt how to make a good relation with customer.

Chapter Four FINDINGS & ANALYSIS

4.1 Major Findings about the satisfaction on land owners of Amin Mohammad Group:

During my internship I attend many customers over the place & phone & try to give them support. In the mean time the customer talk about their problem regarding their payment, confidentiality & many more. These are as follows: □ 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. □ □ □ The Government officers want their payment information to be kept confidential. If this information is disclosed, they face many legal problem. 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.

4.2 Findings from questionnaire survey:
Gender
2% 0

Mle a F mle e a

8% 0

Figure: Gender Source: Field work In this statement 80% people is male person & only 20% is female.

Age.

10%

20% 30 to 34 35 to 39 40 to 44 45 to above 49

20%

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

3% 0

Mrrie a d Sg in le

7% 0

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.

40%

40%

private service holder Govt.service holder Business

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 Po s t g r a d u a te

60%

20%

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.

Price per katha

10%

Tk 900000 30% 60% Tk 9500000 Tk 1000000

Figure: Price per katha Source: Field work In this statement 60% people want that price per katha is tk 900000. Because they have limited amount to purchase the land. On the other hand 10% people want the price per katha is tk. Number of Installments.

20%

18%

12 installment 24 installment 22% 36 installment 48 installment

40%

Figure Number if installments Source: Field work In this statement 48% people are want 48 installment 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.

Phase of your land

30% 40% North phase plot South phase plot General phase ploy

30%

Figure: Phase of your land Source: Field work Here we will see that 40% people want north phase plot because they think north phase is very suitable. On the other hand 30% people want general phase plot.

Location of the land.

2% 0

A h lia su Mtijh o ill 2% 0 6% 0 U ra tar

Figure: Location of the land Source: Field work From the pie chart we can see 60% people like ashulia location because this location is very suitable for live. Here no noise, traffic jam etc. So people are like the location. 20% people are agree Utarra & Other 20% are agreeing Motijhill location.

Hand over time after full payment

3% 0 4% 0 6m n s o th 1 ye r a m re th n 1 ye r o a a

3% 0

Figure: Hand over time after full payment Source: Field work In this statements 40% people want 6 months hand over time after full payment because they want their plot quickly. On the other side 30% people want more than 1 year hand over time. The project of Amin Mohammad Group is approved by RAJUK.
Frequency

8% 4% 18%

20%

Stongly Agree Agree Neutral Desagree Stongly Disagree

50%

Figure The project of Amin Mohammad Group is approved by RAJUK. Source: Field work From the above pie chart 50% people are agree for the project of AMG are approved by RAJUL. They agree because they know if the projects are not approved by RAJUK in future they fall in problem.4% people are strongly disagree & 18% people are neutral because they have no comments.

The location of AMG is out of flood flow zone.

F qec re u n y

2% 6

2% 0 S n lyA re to g g e A re g e Nu l e tra Ds g e e a re 2% 8 1% 4 S n lyD a re to g is g e

1% 2

Figure: The location of AMG is out of flood flow zone. Source: Field work This statement given that 28% people is agree for out of flood flow zone. We know flood is a big problem in our country. In the rainy season flood is seen. In this time people face many problems. So the customer want flood flow free zone. Here 12% people are disagree & 14% people are neutral.

The project has natural greeneries.
F qec re u n y

6 % 1% 0

2% 0 S n ly A re to g g e

1% 4

A re g e Nu l e tra Ds g e e a re S n ly D a re to g is g e 5% 0

Figure: The projects has natural greeneries Source: Field work In this statement 50% people are agree that the project has natural greeneries because in Dhaka city there is only building & building. Here is no sufficient green location. So every one want natural greeneries in his location. Here 6% people are strongly disagree & 14% people are neutral.

The Park & playground in every block separately.

F qec r uny e

2% 6

2% 0

S nl Ar e t g g o y e Ar e g e N ta erl u D ar e e g s e

1% 2 1% 4

2% 8

S nl Dar e t g i g o y s e

Figure: The Park & playground in every block separately. Source: Field work Here 28% people are strongly agree that the park & playground in every block are separate because they need park & playground for their children & family members. Here 12 % people are disagree because they think there is no sufficient place to make park & playground in every block separately. Only 14% people are neutral about this statement.

Your project provides Mosque, Graveyard, & Temple.
F qec r uny e

1% 0 1% 0 4% 0 1% 0 S nl Ar e t g g o y e Ar e ge N ta erl u D ar e e ge s S nl Dar e t g i g o y s e 3% 0

Figure: Your project provides Mosque, Graveyard, & Temple. Source: Field work Here 40% people are strongly agree because everyone is respect to his religion. Every one want that the Mosque, Temple, Graveyard are located near my location. 30% people are also agree with this statement & 10% people are neutral about this statement.

School, College, & University are included in the project.
F qec re u n y

1% 0 1% 0 4% 0 1% 0 S n ly A re to g g e A re g e Nu l e tra Ds g e e a re S n ly D a re to g is g e 3% 0

Figure: School, College, & University are included in the project. Source: Field work Here, 40% people are strongly agree 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 agree in this statement. 10% people are neutral about this statement.

Shopping center, community center is included in your project.
F qec re u n y

1% 0 1% 0 3% 0 S n ly A re to g g e A re g e Nu l e tra 2% 0 Ds g e e a re S n ly D a re to g is g e

3% 0

Figure: Shopping center, community center is included in your project. Source: Field work In this statement 30% people are strongly agree because if shopping center, communality center are not included the project then they face many problem. So they want shopping center communality center are include the location. Here 30% people are also agree with this statement. 10% people disagree because they think that

they have no problem if shopping center communality center are not included in the location.

Commercial bank & Hospital are located near to your location.
10% 10% 40% Stongly Agree Agree Neutral 20% Desagree 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 20% Desagree 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% 40% Stongly Agree Agree Neutral 20% Desagree Stongly Disagree 20%

Figure: The location of your plot is designed by professional city planners, architects & environmentalists. Source: Field work Here 40% people are strongly agree because design play a vital role of any location. Every one want that my project is design by famous architects, planners & environmentalists. In this statement 20% people are agree with this statement. 10% people are strongly disagree because they are not interested with this statement.

Your project holds strong administration & security facilities.
Frequency

10% 10% Stongly Agree Agree 10% 50% Neutral Desagree Stongly Disagree 20%

Figure: Your projects strong administration & security facilities. Source: Field work

In this statement 50% people are strongly agree because everyone wants strong security facilities for save life. Safely will be ensured though our 24hrs closed circuit surveillance system. Amin Mohammad Location has strong security & administration system. Here 20% people are agree with this statements.10% people are strongly disagree & 10% people are neutral.

The location have eco-friendly environment.
Frequency

10% 10% 40% Stongly Agree Agree Neutral 20% Desagree Stongly Disagree 20%

Figure: The location have eco-friendly environment. Source: Field work Here 40% people strongly agree because every one wants a city far away from creeping traffic jam of Dhaka city & deadly polluted air. So every one want eco-friendly environment. Here 20% people are also agree with these statements. 20% people are neutral because they have nom comments.

Electricity, gas & water connection are available on site as committed.
Frequency 2% 2% 2% Stongly Agree 34% 60% Agree Neutral Desagree 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, water & electricity are a part of his/her life. If gas, water, & electricity are not available in
20% the location then there is a big problem. 34% people are agree with this statement because 30% Frequency

Amin Mohammad Group provided gas, water, & electricity on location as committed. 2% Agree
D esagree people are neutral because they have no comments. 20% 20% N eutral Stongly D isagree

Stongly Agree

Telephone & internet service are connected in the project. 10%

Figure: Telephone & internet service are connected in the project. Source: Field work Here 30% people are strongly agree because without communication facilities man can not live. Now a day we are live in digital Bangladesh so communication facilities are so important. 20% people are agree with this statement. 20% people are disagree because they think the telephone & internet service are not available on the location. 10% people are neutral.

Land is delivered according to the promised offered.
Frequency

10% 10% 40% 10% Stongly Agree Agree Neutral Desagree Stongly Disagree 30%

Figure: Land is delivered according to the promised offered. Source: Field work

In this statement 40% people are strongly agree because the most of the clients visit AMG project. They see Amin Mohammad lands are delivered according to the offered. Here 30% people are also agree with this statement. 10% people are strongly disagree because they are not visiting Amin Mohammad Group’s location. Here 10% people are neutral.

The project’s design attracts you.
Frequency

4% 8%

8% Stongly Agree Agree 50% Neutral Desagree Stongly Disagree

30%

Figure: The project’s design attracts you. Source: Field work Here 50% people are strongly agree because they observe the design of AMG. AMG design is completely different from others. They found that AMG location is more attractive.30% people are agree with this statement because they see Amin Mohammad Group’s location design. 8% people are neutral because they have no comments.

Registration is properly done after full payment.
Frequency

10% 10% 40% 10% Stongly Agree Agree Neutral Desagree Stongly Disagree 30%

Figure: Registration is properly done after full payment. Source: Field work

In this statement 40% people are strongly agree because many people are not pay full money but they want land registration. They think that it is a best decision that registration is properly done after full payment. Here 30% people are also agree in this statement. 10% people are strongly disagree because they want registration is done before full payment.

Amin Mohammad Group always tries to provide better services to its customers.
Frequency

10% 10% S tongly Agree A gree 10% 60% 10% Neutral Desagree S tongly Disagree

Figure: Amin Mohammad Group always tries to provide better services to its customers. Source: Field work Here 60% people are strongly agree because they know the reputation of Amin Mohammad Group. AMG always tries to provide customers wants, needs & demands. In this statement 10% people are also agree with this statement. Here 10% people are disagree & 10% are neutral.

4.3 SWOT Analysis of the company:
The term SWOT is the abbreviated from of Strength, Weakness, Opportunity, & Threat. In SWOT analysis Strength & Weakness are determined by internal factor, while Opportunity & Threat are determined by the external factors.

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
Customer Satisfaction on Land Owners of Amin Mohammed Group: a Study on Corporate Branch. Dear Sir or Madam: This is a questionnaire from Northern University Bangladesh to collect data on customer satisfaction of Amin Mohammad Group. 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 to complete. There is no write or wrong answer. Particular in this survey is completely voluntary. To ensure that your responses are strictly confidential, please don’t 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: 1) Gender □ Male 2) Age □ 30 to 34 □ 35 to 39 □ 40 to 44 □ 45 to above 49 □Female

3) Marital status □ Married □ single

4) Professions □ Private service holder 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 7) Price per katha □ Tk 900,000 □ Tk 95, 00,000 8) Number of Installments □ 12 installment □ 24 installment □ 36 installment □ 48 installment 9) Phase of land of your land □ North Phase plot □ South Phase plot 10) Location of the land □ Ashulia □ Motijhill □ Utarra □ General Phase plot □ Tk 10, 00,000 □ Govt. Service holder □ Business

11) Hand over time after full payment □ 6 months □ 1 year □ More than 1 year

Questionnaires:
Content 12. The projects of Amin Mohammad Group are approved by RAJUK. 13. The location of AMG is out of flood flow zone. 14. The project has natural greeneries. 15. The Park & playground in every block are separately. 16. Your project provides Mosque, Graveyard, & Temple. 17. School, College, & University are included in the project. 18.. Shopping center, community center are included in your project. 19. Commercial bank & Hospital are located near to your project.

SA A
5 5 5 5 5 5 5 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

N
3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

D
2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

SD
1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

20. Amin Mohammad Group reserves 35% land for 5 ecological balance. 21. The location of your plot is designed by professional city 5 planners, architects & environmentalists. 22. Your project holds strong administration & security 5 facilities. 23. The location have eco-friendly environment. 24. The administrative office & CCTV surveillance facility inside the project. 25. Police outpost, traffic system & fire service are available inside the location. 26. Electricity, gas & water connection are available on site as committed. 27. Telephone & internet service are connected in the project. 28. Land is delivered according to the promised offering. 29. The project’s design attracts you. 30. Registration is properly done after full payment. 5 5 5 5 5 5 5 5

31. Amin Mohammad Group always tries to provide better 5 service for its customer.

4

3

2

1

Thank you very much for your time and support

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