MD - Lutful Mamun

An Analysis of Customer satisfaction of
Fanfare Bangladesh Limited
Submitted By
Md . Lutful Mamun
ID: 203-14-3252
Program: MBA
Department of Marketing
Daffodil International University
Submitted To
Mohammad Shibli Shahriar
Associate Professor
Department of Business Administration
Date of Submission:
©Daffodil International University i

Letter of Transmittal
Associate Professor
Subject: Submission of thesis titled ‘‘An Analysis of Customer satisfaction of Fanfare

Bangladesh Limited’’
Dear Sir,
With due respect, I would like to submit my internship report titled ‘‘An Analysis of
Customer satisfaction of Fanfare Bangladesh Limited’’ after the successful completion of
my three-month internship program.
In the progress of writing this report, I had the opportunity to learn about e-commerce and
digital marketing. My experience has given me a clear insight in to the activities of an e-
commerce startup. The entire project has been a great learning experience for me. I hope you
will find this report meaningful, precise, and useful.
Yours Sincerely,
…………………
Md . Lutful Mamun
ID:203-14-3252
Program: MBA
©Daffodil International University ii

Certificate of the Supervisor
This is to certify that Md . Lutful Mamun is an MBA student, ID No: 203-14-3252 completed
his thesis paper titled “An Analysis of Customer satisfaction of Fanfare Bangladesh Limited‟‟
under my supervision as partial fulfillment for the achievement of the MBA . To the best of
my knowledge and as per your statement, the report is an authentic work on the subject and
has not been presented anywhere for the award of any title. He is allowed to submit the
internship report.
I wish him the best of success & prosperity

Associate Professor
©Daffodil International University iii

Student Declaration
I'm Md . Lutful Mamun is an MBA student, ID: 203-14-3252, Department of Marketing,

Daffodil International University (DIU) I hereby declare that the thesis program „„An
Analysis of Customer satisfaction of Fanfare Bangladesh Limited‟ was prepared and
conducted by me under the supervision of Mohammad Shibli Shahriar, Associate Professor,
Department of Marketing, Daffodil International University (DIU). I also declare that no part
of this report has been or is being presented elsewhere for the release of any degree awards.
...................
Md . Lutful Mamun
ID: 203-14-3252
Program: MBA
©Daffodil International University iv

Acknowledgement
I want to thank Allah Almighty for allowing me to complete this report. This report is titled
“An Analysis of Customer satisfaction of Fanfare Bangladesh Limited‟‟. The study was
successfully completed with the kind supervision of a few people.
First, I would like to express my deepest gratitude and thank my Honorable Faculty
Supervisor Mohammad Shibli Shahriar, Associate Professor, Department of Marketing, and
Daffodil International University (DIU) for his guidance in completing this report.
Also, I would like to admit gratitude to Rizwanul Hasan Khan (Chief Operation Officer),
Nirjhar Kumar Kunda (Manager, Digital Marketing), who helped me learn e-commerce and
digital marketing activities and also guided me by providing a lot of information and tips.
I am grateful to all the people who have provided valuable information, tips for gathering
information, analyzing and preparing the report. Finally, I would like to thank my family for
supporting me all the time.
©Daffodil International University v

Executive Summary
This report is prepared on the basis of my three months experience at Fmart. This Thesis
program helped me a lot in gathering practical knowledge about the business development
strategies and processes of an e-commerce start-up. The e-commerce sector is a dynamic and
fast growing platform in Bangladesh. This new e-commerce start-up is a sister company of
Fanfare Bangladesh Ltd, which will start its business in 2020 under the Fmart brand.
This report reflects Fanfare's e-commerce business and its customer satisfaction scenario in
Bangladesh. Furthermore, after reading this document it will also be possible to understand
the opportunities and limitations of this business in Bangladesh. I found three main results
among 19 survey questionnaires related to the marketing mix. This research is conducted to
conclude based on a solution of three main results: "Website bug issue", "Customer did not
receive an email in time regarding discounts and offers" and” delivery".
The result that is found is quite considered possible. The possible solution could be first, the
IT team should be more aware of the bug related issues. For a second possible solution Fmart
needs to start an automated mail server to send emails on time regarding promotions and
offers. And finally the third number; they should use multiple delivery service platforms and
launch their delivery system to deliver products on time. However, Fanfare should continue
to advance their work on Fmart to make their consumers happy with the online shopping
possibilities. The result of this research is explained in detail in this report. After analyzing
the Fmart scenario in terms of customer satisfaction, few recommendations emerged that I
think would have contributed to the improvement in performance.
©Daffodil International University vi

Table of Contents
Chapter name Contents Pagen

o
Inner i
Page
Cover ii
Page
Letter of Transmittal iii
Certificate of the Supervisor iv
Student Declaration v
Acknowledgement vi
Executive Summary vii
1.1 Introduction 02
Chapter- 01
1.2 Scope of the Study 02-03
Introduction
1.3 Objective of the Study 03
1.4 Methodology of the Study 03-04
1.5 Limitation of the Study 04
2.1 About Fanfare Bangladesh Ltd 06
2.2DescriptionofthebusinessoftheOrganization 06
Chapter- 02
2.3 Fanfare’s Values, Vision, and Mission 07
Overview of the
Company 2.4 About Fmart 07-08
2.5 Landing Page of Fmart 08-10
3.1 What is E-Commerce 12
3.1.1 Classification of E-Commerce 12-13
Chapter-03
3.1.2 E-Commerce in Bangladesh 13
Theoretical Aspects
3.2 What is customer satisfaction 13
3.3 Why is customer satisfaction important? 14-15
3.4 How to measure Customer Satisfaction 15
4.1 Age Group 17
4.2 Gender 18
4.3 Profession 19
4.4 Fmart has a user-friendly Website 20
4.5 Fmart Website provided sufficient 21
information About the product.
©Daffodil International University vii

4.6 The quality of the Fmart product meets my 22
Expectation.
Chapter-04 4.7 Fmart offers attractive pricing compared to 23
Analysis Others.
4.8 Fmart provides has sle-free and smooth 24
payment
System.
4.9 Fmart customer service is up to the mark. 25
4.10 Customer care representatives provide 26
quick
response and show friendly behavior.
4.11 Fmart delivers products on time 27
4.12 The shipping cost is judicious. 28
4.13 Quality of product packaging is first-rate 29
4.14 I will purchase again from Fmart 30
4.15 I would recommend this website to my 31
friends/colleagues
4.16 SWOT Analysis of Fmart 31-
32
Chapter- 05 Findings 34-
35
Findings and
Recommendations 36
Recommendation &
Conclusion Conclusion 37
References 38
©Daffodil International University viii

©Daffodil International University ix
Chapter- 01
Introduction
©Daffodil International University 1

1
1.1Introduction
Fanfare is a social commerce platform that specializes in engaging the corporate fan
community. The app brings companies closer to their fans where consumers. The
generated videos can be converted into an instant point of sale. Fanfare is the only social
commerce platform that allows brands to convert real user-generated videos into
shippable videos. Involved directly with the fan base, Attract more traffic to exist
Ecommerce channels Affordable content marketing sales drive digital marketing strategy.
Fanfare brings together users / content creators, brands and consumers on a single video-
shopping platform, the Fanfare app. This is the only app in the world where brands can
directly curate and convert user generated content (UGC) into point-of-sale videos. A
brand can add products for sale and link the video to their e-store or favourite e-
commerce site. By clicking on these user-generated shippable videos, consumers can
shop online across multiple ecommerce marketplaces, without leaving the app. Content
creators are rewarded fairly and systematically. The app also uses data analytics to
provide brands with insights into consumer preferences allowing them to stayconnected.
Recently, the e-commerce business is booming in Bangladesh. With better access,

inclusion, and a constantly growing web population, the prospect for ecommerce has been
growing splendidly over the past couple of years. In Bangladesh, small, medium and large
enterprises have adopted e-business platforms. Like others, Fanfare also launches its
Fmart e-business platform to sell all products through the online medium. Fmart is an
ultimate shopping destination where shoppers get the widest selection of groceries,
fashion, home appliances, appliances, gadgets, such as laptops, air conditioning, TVs,
mobile devices, fans, clothes and have them delivered directly to you. It offers free
returns and various payment methods including Cash on Delivery, online payments,
swipe to delivery with affordable prices and quality products.
1.2Scope of the Study

This report will provide an overview of the measures taken by the distribution of
electrical products, gadgets and fashion items online and will provide a solution regarding
customer satisfaction. It will also help to know the company overview of Fanfare
Bangladesh Ltd and Fmart.

2
As I am working an intern in a new project of Fanfare Bangladesh new project on their
online sales platform Fmart. I found similarities with my internship job responsibility to
prepare this study to analyze customer satisfaction on Fmart's marketing mix.
Furthermore, preparing this study will help me understand more about the possibilities of
my evaluation for the company and will certainly be useful for my next career in any
organization.
1.3Objective of the Study

Broad objective
The main focus of this report is to provide an overview of Fmart's internship program and
the learning of an intern practically performing in a business field only at the end of the
academic curriculum and its activities.
Specific Objectives
o To distinguish the variables that fulfills or disappoints the clients of ballyhoo
Bangladesh.
o To investigate the variables of clients fulfillment of the Fanfare Bangladesh.
o To distinguish the a few issues of the activities of the organization.
o To make a few ideas to conquer the issues.
1.4Methodology of the Study

Primary Data
 Survey questionnaire
 Telephone Interview
 Personal Interview
The Google form was used to conduct a survey and interpret the data. The survey
questionnaire was prepared on the basis of the online shopping service expectation
variables.
Secondary Data

3
 Website of Fanfare Bangladesh
 Website of Fmart
 Articles, research papers, journals etc
 Reference and Text Books of Related Topics
1.5Limitation of the Study

 Due to the "Protection Statement" won't share any secret data about the
association.
 3 months isn't sufficient to know the subtleties of an association and every one of
the exercises completed by an office and a division. So the absence of time is a
vital limit while heading to this examination.
 The data that should be identified with my theme was not really accessible, I
needed to do a ton of conceptualizing and assemble important data and
information from the every day work.
 Analyzing only 100 individuals doesn't think of the genuine market situation. In
any case, because of absence of time and opportunity, it was unrealistic to work
with a bigger example size.
 Also, the survey was conducted on that portion of people who have high-tech,
high-speed Internet, but I couldn't reach the other people who don't have these
facilities. So their preferences could be very different and that could turn this
relationship into another point.

4
Chapter- 02
Overview of the Company

5
2.1 About Fanfare Bangladesh Ltd
Fanfare brings users/content creators, brands, and consumers together on a unique video-
shopping platform, the Fanfare App. This is the only App in the world where brands can
directly curate and convert User-Generated Content (UGC) into point-of-sales shoppable
videos. A brand can add products for sale and link the video to its E-store or preferred
ecommerce site. By clicking on these user-generated shoppable videos, consumers can do
online shopping over multiple ecommerce marketplaces, without exiting the App. The
content creators are equitably and systematically rewarded. The App also uses data analytics
to provide brands with insights on consumer preferences enabling them to stay connected.
Fanfare is a revolutionary video sharing app that connects Brands with their Fans through fun
video campaigns, cool games, and awesome rewards. Fanfare is a Social-Video-Shopping
platform that believes in rewarding users with great products. Share. Watch. Win.
They operate their business in both Singapore & Bangladesh. Fanfare Global is used for
Singapore based operation and Fanfare Bangladesh is used for Bangladesh operation. Fmart
is their newly launched e-commerce platform. They are now selling all kinds of home
appliances, electronic appliances, fashion items, and as well as grocery items.
2.2 Description of the business of the Organization
Fanfare has three sister concerns under the group name of fanfare Global.
Total Business Units of Fanfare:
Fanfare Global Apps
Fanfare Bangladesh Apps
Fmart E-commerce

6
2.3Fanfare’s Values, Vision, and Mission
Vision:
To be the most contemporary conglomerate locally and globally.
Mission
We provide innovative products and solutions that’s and solutions that offer customers
delight.
Values
 We’re bold
 We’re Responsive
 We’re Innovative
 We’re Global
 We’re Humane
 We’re Tecsway
 We’re bright, because we believe our future is bright.
2.4 About fmart
Fanfare “is a Singapore based global platform covering Social-Commerce activities with new
concepts. It is changing the way people are shopping online and has set its sights on
Bangladesh! “Fmart” is an e-commerce platform operating under the umbrella of „Fanfare
Bangladesh Ltd.
Within a short period, Fmart becomes a place of reliability. You’ll find as the most trusted
source of quality products at a reasonable price. We serve what you deserve. Buy online from
us, get swift delivery, and save your time.
Features of Fmart:
 Helps you make the right choice
 The best shopping experience in Bangladesh
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 Trusted online shopping plat form
 Fastest Delivery service
 Free returns
 Genuine products only
Fast Delivery
 They offer faster delivery of all products
Secure checkout
Fmart an authorized, approved and completely ensured site which offers a free from any and all
harm checkout for all. Their business is authorized and managed with the sole reason for your
security and comfort.
2.5 Landing Page of Fmart
Representative makes a phone call to the customer for confirming the customer’s order. If any
customer wanted to cancel his/her order then the customer needs to give a call to
+8801872657803 numbers, then a Customer Care Representative cancels the customer’s order
Social Media Management: Fanfare’s official Facebook page has more than 1, 20,000 likes,
and Fmart official Facebook page has more than 20,000 likes. Everyday huge amounts of
queries come from potential customers On the off chance that the potential clients don't get a
brief reaction his/her might change. Online Media Specialists of Fmart can give a brief answer
to possible clients.
Delivery After getting an order from a genuine client, inside 48 hours inside Dhaka and 96
hours outside Dhaka. The client can pick the installment choice likewise, money down, card
installment, and versatile financial installment. The client who are living outside of Dhaka,
Fmart send their item through Sunderland Courier Service and the client who live in the
metropolitan region they can get the item from their doorstep through Their conveyance
framework.
Product Return Policy The customer can return the item for a full discount. On the off
chance that the client changes his/her psyche or the item gets specialized issue. In any case,

8
they should keep a few guidelines and guidelines. Like, if the client lost his/her telephone's
secret phrase (cloud, Mi. and so forth) On the off chance that the bundles get harmed by
client and so forth Fmart has three days simple merchandise exchange as far as keeping up
with rules and guidelines appropriately. Through Sunderland Courier Service clients can
return the item or get adjusting of his item.
EMI Facility Credit Cardholders get 0% Equated monthly installments (EMI) facility. A
credit
cardissuedbyStandardChartedBank,CityBank,MutualTrustBank,SoutheastBankLtd,United
Commercial Bank, BRAC Bank, Eastern Bank Ltd, Dutch Bangla bank Ltd. EMI facility
starts with buying the products worth above 5000 BDT. Customers get 6 months to 12
months 0% EMI facility. The 7p‟s of Fmart
Product: Fmart is a B2C platform. They have different categories of electronic products for
customers. Such as TV, AC, Laptop, Geyser, Mobile, etc.
Place: As Fmart is an online shop, the purchase happens through the website. So, in this case,
the place of the sale is the website/ virtual marketplace. Link: https://fmart.com.bd/
Price: It has a huge number of products from different categories. So, the price range varies.
Butasit‟s competitive market and growing gone, Fmart truest boring the maximum amount of
offers to its customers.
Promotion: Fmart does its promotions mostly online. Their Facebook page, Instagram, Offline/online
campaign, influence marketing, or Email marketing. They also do lot of PR activities. There are write-
ups about them in newspapers on regular basis. Therese lot he scope of affiliate marketing. However, in
recent days their Facebook page promotional activities have increased an insignificant number.
People: Fmart has 15+ employees. They are growing every year. They do their delivery
through a third party. They have delivery companies associated with them Such as Sundarban
Poribahan.
Physical evidence: They haven’t any physical outlet but have a corporate headquarter in
Dhanmondi Dhaka. But Fmart exist to distribute all the product through online
Process: Online purchase process is different but easier or less time-consuming than going to
shops. Below I am stating Fmart online purchase process: To maintain the process they use a

9
differenttypeofsoftware.CRM, Ware house module, Delivery Module. CRM: This software
helps the customer service department to cater to inbound and outbound calls efficiently.
Warehouse Module: There is a warehouse and order management system to make it easier for
pick-up of products, stocks, delivery process. Delivery Module: it helps the 3rd part provide
tracking to the company of deliveries their making and their status. In short, the process of
the order purchase of the product: Order placement through website customer service
confirms the order the product is picked from the warehouse and check product quality
delivery team starts for delivery Customer receives the order.

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Chapter-03
Theoretical Aspects

11
3.1What is E-Commerce
E-commerce involves the buying and selling of products and services by businesses
and consumers through an electronic medium.
3.1.1 Classification of E-Commerce
We can categorize the e-commerce business into 6 types:

 B2B (Business to Business)
 B2C (Business to Consumer)
 C2C (Consumer To Consumer)
 C2B (Consumer to Business)
 B2A (Business to Administration)
 C2A (Consumer to Administration)
Kind of e-business in Bangladesh as of now, three kinds of E-Commerce are

prominent in Bangladesh. They are-
 Business-to-Business(B-2-B)
 Business-to-Consumer(B-2-C)
 Consumer-to-Consumer (C-2-C).
 Business-to-Business(B2B)
E-commerce includes every electronic exchange of products or services between business

organizations. Makers and conventional business who leasers regularly work with this sort of
electronic trade.
For example, Sindabad comes thefirstB2Be-commerce business in Bangladesh. Business-to-

Consumer (B-2-C) basically, exchanges of goods or service electronically between business
and consumers refers to B2C e-commerce business. It compares to the retail area of internet
business, where conventional retail exchange ordinarily works. For example, Rokomari.com,
Kiksha.com is following the B2C business model. Consumer-to-Consumer (C-2-C) When the
exchange of goods or services occurs electronically between one consumer to other

12
consumers, it is called C2C business. In this case, a communication platform is an online
website where both interested parties get connected and exchange goods and services. For
example, Bikroy.com is a C2C e-commerce business.
3.1.2 E-Commerce in Bangladesh

According to BTRC officials, the number of internet subscribers in Bangladesh
had crossed 94 million in 2019. At present, there are approximately 2,000 e-
commerce sites and 50,000 Facebook- based outlets delivering almost 30,0000
products a day. Currently, 80 percent of online sales are taking place in Dhaka,
Chattogram, and other Metropolitan areas. Online transactions in Bangladesh have
been increasing over the years. Improvements in the standard of living coupled
with advancement in livelihood, shopping behavior has experienced a significant
shift. In Bangladesh, thee-commerce industry stealing the late 90s but was unable
to expand immediately. Gradually, over the years, banking, logistics
communications, and payment methods have improved creating opportunities for
the e-business sector to develop. Several sectors including the banking sector are
now using the internet payment system. As consumers can avail of credit, debit
card services, and digital wallet, mobile banking the cash-on-delivery system is
now more accessible.
4.1 What is customer satisfaction

Customer satisfaction indicates the fulfillment that customers derive from doing
business with a firm. In other words, it shows happy the customers are with their
transaction and overall experience with the company.
In modern business aspects, customer satisfaction is an important issue because
gaining new customers is harder than retaining old customers, and to retain old
customers an organization must try to meet the customer needs so that customer
satisfaction can be achieved.
So customer satisfaction refers to meeting customer expectations, what they
expect to form firm or a product in exchange for their cost.
.

13
4.2 Why is customer satisfaction important?
Great customer satisfaction and high customer are the link. Consumers remember the
sales force and help keep the business stable. While values such as sales and disclosure of
key market information over time, consumer satisfaction scores are one of the best ways to
tell what the company will do in the future.
 CSAT identifies your unsatisfied customers: Identifying and targeting complainants

is critical to the success of a business. Negative reviews or word of mouth to friend’s
andfamilybasedonnegativeexperiencecanhaveanegativeimpactonacompany‟s
longevity. Ask for feedback by observing and acting on negative responses through
solutions and exchanges shows that customers are the most important thing to you.
When you tell people you love them, they will comeback.
 CSAT identifies your happy customer: Taking care of the right people first is the
key to growing your business. Your customers' satisfaction is important because they
will maintain trust and increase recommendations. You can create customer service
campaigns for these business customers to encourage them to send more
recommendations and advertise to your businesses.
 CSAT forecasts help you prioritize: Consumer value helps you focus on your goals
first. The interest of consumers allows your team to measure where they want to work
to improve health of your customers. Excellent customer service, sales, product
development and teams are involved in improving your customer experience.
 CSAT powers internal processes: Consumer satisfaction information gives you a

good idea of who is using your product or service. These measures can be very
effective when used correctly. By learning more about your prospects and who is
interested in your product, you can refine your business plan, sales model, and other
internal activities.
 CSAT attracts new leads: Supervising customers is a way to seduce newcomers.

Satisfied consumers lead to an increase in positive reviews. These strong credentials
attract people in to your business more than advertising because people trust their
14
Colleagues.
 CSAT sells: Customer satisfaction is the driving force behind a sales team. Happiness
beneficiaries are the starting point for new approaches. In addition, the sales team can
identify satisfied customers to identify which of your services or products they need to
address is better than the competition.
 CSAT guides product updates: Negative measurement can be very convenient for
manufacturing. When consumers are reluctant to present their problems with products
or services, opportunities open up to solve the problem that could affect many other
future customers. This is especially true for companies that update software regularly
where bugs need to be fixed immediately.
4.3 How to measure Customer Satisfaction

Now that you understand what customer satisfaction is, let‟s see how it is measured. Here
are some steps you can take to begin the process of preparation for mediation.
 Set a goal: It may seem obvious, but the first step in measuring customer
satisfaction is setting goal.
 Create a survey: Surveys are useful to gather information related to the measures
discussed above.
 Get the timing right: The timing of the tall probe users is important. Ideally, it
should be sent immediately after the support team meeting or within 24 hours, so
that the meeting is still in the client’s memory.
 Analyze the data and come up with solutions: The data you save will be useless
unless you can use it to retrieve the affected data. Then, once you have the good
numbers for the answers, look at the patterns in the document and draw your
conclusions.

15
Chapter-04
Analysis

16
Demographic
4.1 Age Group
Age
Under 18 19-24 25-34 35-44 45-55
10% 10%
15%
20%
45%
Interpretation: Among 100 respondents it has seen that around 45% of respondents are in an
age range of 25-34, 20% respondents are in an age range of 19-24 years, 15% respondents are
in an age range of 35- 44 years, 10% respondents are in an age of under 18 years, and rest of
10% are in an age range of 45-54 years. The following pie chart shows the percentage of the
age of respondents

17
4.2 Gender
Gender
Male Female
38%
62%
Interpretation: The following pie chart is showing 62% of total Male and 38% of total
Female respondents who took part in the survey on “An Analyze customer satisfaction with
the marketing mix of the Fanfare Bangladesh-Fmart.”

18
4.3 Profession
Profession
35%
20% 20%
15%
10%
Service holder Businessman Housewife Students Others Profession
Interpretation: Major respondents are service holder. This pie chart, it is showing 35%of
respondents profession is service holder, 20% of respondents profession is businessman, 15%
of respondents profession is housewife, 10% of respondents are students, and the rest of the
20% of respondents are from another profession.

19
Website-related satisfaction of the Fmart
4.4 Fmart has a user-friendly Website
Fmart has a user-friendly Website

Strongly agree Agree Neutral Disagree Strong disagree
2% 1%
5%
30%
62%
Interpretation: The pie chart shows the agreement regarding the statement Fmart has a user-
friendly Website. Among 100 respondents 30% strongly agree, 62% agree, 5% neutral, 2%
disagree, and 1% respondents show strong disagreement regarding the statement. The
majority of the respondent agrees with this statement.

20
4.5 Fmart Website provided sufficient information about the product.
Fmart Website provided sufficient information about

the product.
Under 18 19-24 25-34 35-44 45-54
10% 10%
15%
20%
45%
Interpretation: Among 100 respondents it has seen that around 45% of respondents are in an
age range of 25-34, 20% respondents are in an age range of 19-24 years, 15% respondents are
in an age range of 35- 44 years, 10% respondents are in an age of under 18 years, and rest of
10% are in an age range of 45-54 years. The following pie chart shows the percentage of the
age of respondents

21
Product & Quality related satisfaction of the Fmart
4.6 The quality of the Fmart product meets my expectation.
The quality of the Fmart product meets my expectation

Strongly agree Agree Neutral Disagree Strong disagree
7% 1%
3%
30%
59%
Interpretation: The pie chart shows the agreement regarding the statement Quality of the
Fmart product meets my expectation. Among 100 respondents 30% strongly agree, 59%
agree, 3% neutral, 7% disagree, and 1% respondents show strong disagreement regarding the
statement. The majority of the respondent agrees with this statement.

22
Price & Payment related satisfaction of the Fmart
4.7 Fmart offers attractive pricing compared to others.
Fmart offers attractive pricing compared to others

Strong agre Agree Neutral Disagree
5%
7% 15%
73%
Interpretation: The pie chart shows the agreement regarding the statement Fmart
offers attractive pricing compared to others. Among 100 respondents 15% strongly
agree, 73% agree, 7% neutral, 5% disagree, none of the respondents showed their
strong disagreement regarding the statement. The majority of the respondent agrees
with this statement.

23
4.8 Fmart provides hassle-free and smooth payment system.
Fmart provides hassle-free and smooth payment system

56%
19%
13%
12%
Strong agre
Agree
Neutral
Disagree
Interpretation: The pie chart shows the agreement regarding the statement Fmar
provides hassle-free and smooth payment system. Among 100 respondents 19%
strongly agree, 56% agree, 13% neutral, 12% disagree, none of the respondents
showed their strong disagreement regarding the statement. The majority of the
respondent agrees with this statement

24
Customer Service & Helpline related satisfaction of the Fmart
4.9 Fmart customer service is up to the mark.
Fmart customer service is up to the mark

53%
27%
10%
7%
3%
Strongly agree Agree Neutral Disagree Strongly disagree
Interpretation: The pie chart shows the agreement regarding the statement Fmart customer
service is up to the mark. Among 100 respondents 27% strongly agree, 53% agree,10%
neutral, 7% disagree, and 3% respondents show strong disagreement regarding the statement.
The majority of the respondent agrees with this statement.

25
4.10 Customer care representatives provide quick response and show
friendly behavior.
Customer care representatives provide quick response

and show friendly behavior
65%
25%
4% 6%
Strongly agree Agree Neutral Disagree
Interpretation: The pie chart shows the agreement regarding the statement customer care
representative provides quick response and show friendly behavior. Among 100 respondents
25% strongly agree, 65% agree, 4% neutral, 6% disagree, and none of the respondents
showed their strong disagreement regarding the statement. The majority of the respondent
agrees with this statement.

26
Shipping and Delivery related satisfaction of the Fmart
4.11 Fmart delivers products on time.
Fmart delivers products on time

40%
35%
10%
10%
5%
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
Interpretation: The pie chart shows the agreement regarding the statement Fmart delivers
the product on time. Among 100 respondents 10% strongly agree, 35% agree, 10% neutral,
40% disagree, and 5% of the respondents showed their strong disagreement regarding the
statement. Majority of the respondent disagrees with this statement.

27
4.12 The shipping cost injudicious.
The shipping cost injudicious
36% 55% 6% 3%
Interpretation: The pie chart shows the agreement regarding shipping cost is judicious.
Among 100 respondents 36% strongly agree, 55% agree, 6% neutral, 3% disagree, and none
of the respondents showed their strong disagreement regarding the statement. The majority of
the respondent agrees with this statement.

28
4.13 Quality of product packaging is first-rate
Quality of product packaging is first-rate
45% 50% 5%
0%
Interpretation: The pie chart shows the agreement regarding the quality of product
packaging is first-rate. Among 100 respondents 45% strongly agree, 50% agree, 0% neutral,
5% disagree, and none of the respondents showed their strong disagreement regarding the
statement. The majority of the respondent agrees with this statement.

29
Loyalty & Recommendations
4.14 I will purchase again from Fmart
purchase again from Fmart

Yes No
16%
84%
Interpretation: Here the respondents expressed their opinion regarding they will purchase
again or not from Fmart. Among 100 respondents 84% said yes and 16% said they don’t
purchase from Fmart.

30
4.15 I would recommend this website to my friends/colleagues
recommend this website to my friends/colleagues

yes No
40%
60%
Interpretation: Here the respondents expressed their opinion regarding them would
recommend this website to their friends /colleagues. Among100 respondents 60% said yes
and 40% said they don’t recommend this website to their friends/colleagues.
4.16 SWOT Analysis of Fmart

Strengths:
 The target market is very huge
 Good competitive brand value
 Comparatively diversified product lines
 Strong supply chain management system
 Attractive and reasonable price to grab customers
 Product quality and standard are accepted by target groups
 Website is superior to its competitors ∑ a Most variety of product ∑

Availability of Brand
31
New Products ∑ Deals with renowned brand ∑ Warranty ∑ Swift
delivery∑ countrywide delivery
 Feasible modes of payments
 Buy first pay later
Weaknesses:
 Less marketing and promotional activities in boosting up sales volume
 Lack of brand awareness among all target customers
 Brand positioning and salience are less than the competitor’s
Turnover rate ∑ Brand recognition is low ∑ Refund on specific

products is not possible ∑ Deficiency of ATL and BTL marketing
Operates in a few categories
Opportunities:
 Diversified and innovative products can attract more target groups of

potential customers who prefer to buy and use differentiated products
 Good local brand value can help to achieve a good market share of
similar international industries
 Introduction of a new product line can bring success with less
promotional effort and costs as the parent brand is already established
and popular
 Emerging market
 Growing e-commerce sale
Threats:
 Availability of duplicate products with a lower price
 Rivalry among competitors can bring about price falls
 The entrance of local successful and widely popular brands like

Daraz, Evaly, Priyoshop, Picakaboo into a similar industry with
butterbur and value, positioning, and acceptance
Native competitors‟ ∑ International giants target ∑ Political instability ∑ Limited
Internet users
Chapter-05
Findings and Recommendations&
Conclusion
Findings
After analyzing all the data, the following are the findings:
 Most of the respondents are in the age rangeof25-34.
 A maximum number of respondent’s are male.
 The majority of the respondents are service holder
 The greatest quantities of respondents have concurred with the explanation that
Fmart has an easy to understand Website. Yet, not many quantities of
respondents whine on extra criticism part that they have veneer not many bugs
on the site.
 Most of the respondent shave concurred with the explanation that the request
position strategy on the site is smooth and simpler.
 The maximum numbers of respondents have a greed with the statement that
Fmart Website provided sufficient information about the product.
 Quality of the Fmart product meets the maximum respondent “expectation.
 Product physically looks the same as website picture majority numbers of

respondents have agreed with the statement.
 Most of the respondents have agreed with the statement that Fmart offers
attractive pricing comparing to others.
 The maximum numbers of respondents have agreed with the statement that
Fmart provides a hassle-free and smooth payment system. In additional
feedback, part respondents state that they like this hassle-free smooth payment
system powered by SSL Comers.
 The majority number respondents have concurred with the explanation that
Fmart gives a problem free and smooth installment framework. In extra
criticism, part respondents express that they like this issue free smooth
installment framework controlled by SSL Comers. Most of the respondents
have agreed with the statement that the promotional campaign of Fmart is as
well standard.
 The maximum numbers of respondents have agreed with the
statement that Fmart customer service is up to the mark. Customer
care behavior regarding that most of the respondents have agreed with the
statement.
 The majority number of respondents disagreed with the statement that Fmart
delivers the product on time. In the additional feedback part, most of the
respondents complained that they have faced delivery related issue.
 A maximum number of respondents have agreed with the statement that the
shipping cost injudicious.
 Most of the respondents have agreed with the statement that the quality of
product packaging is first-rate.
 A maximum number of respondents expressed their opinion regarding they
will purchase again from Fmart.
 The major it number of respondents expressed their opinion regarding they
would commend this website to their friends/colleagues.
Recommendations
The followings are the recommendation:
 Website bug problem solution: Some of the respondents complained that
they have faced several bugs on the Fmart website like the picture didn‟tshow
or page shows not found tab. Regarding the bug problem issue I had talked
with the I.T support team and they fixed the problem. I.T team said that it‟s a
problem that occurred when they worked with the staging server for launching
another version of the website and hopefully the new version reveals with
completely bug-free. If a customer faced bug related issue they might be witch
to another e-commerce. So I‟ll suggest to Fmart that they must be aware of
website bug-relatedissues.
 Discount’s and Offers email-related problem solution: The major it number
of respondents disagreed with the statement that Fmart sent an email on time
regarding discounts and offers. Regarding that I want to suggest SSG e-shop,
to take necessary an initiative like open an automated emailing service to send the
email on-time regarding discounts and offers to theircustomers
 Product delivery-related problem solution: The majority number of

respondents disagreed with the statement that Fmart delivers products on time.
In the additional feedback part, most of the respondents complained that they
have faced the delivery-related issue. Fmart delivered their product through
third-party courier service like Biddy and Sunderland courier service. And
most of the time the courier agency delivered the product on the delay time.
It‟s a negative impact on any kind of e-commerce agency. I will recommend
Fmart to use multiple courier agencies as well as its better if they will develop
a delivery platform for them likeDaraz.
Conclusion
E-commerce business has altered many traditional manners of the transaction and
brought a revolutionary change in the economy. Citizens of Bangladesh are now
enhancing their standard of living using the internet. The last few years‟ statistics say
that this sector has a good growth rate. To make it sustainable both government and
entrepreneurs need to be more conscious and take proper steps. SSG e-shop is the
most trusted e-commerce platform regarding electronic items. It was a great
opportunity for me to learn about e-commerce operation practically. I have gained a
lot of experience in digital marketing as well as how to use digital marketing to loser
actually.Nodoubtthat‟shortlymajoritportionoftraditionalsellingplatformswillbe extinct
and digital selling platforms or e-commerce will take place. That‟s why Fmart is a
great movement for Fanfare BangladeshLtd.
References:
 WebsiteofFanfare:https://app.fanfare.global/
 WebsiteofFmart:https://fmart.com.bd/
 Wikipedia:https://en.wikipedia.org/wiki/Customer_satisfaction
 UdemyAcademy:https://www.udemy.com/content-marketing
 Google DigitalGarage:https://learndigital.withgoogle.com/digitalgarage
 Investormedia:https://www.investopedia.com/terms/d/digitalmarketing

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An Analysis of Customer satisfaction of

Fanfare Bangladesh Limited

Daffodil International University

Department of Business Administration

Daffodil International University

©Daffodil International University i

Subject: Submission of thesis titled ‘‘An Analysis of Customer satisfaction of Fanfare

©Daffodil International University ii

I wish him the best of success & prosperity

Mohammad Shibli Shahriar

©Daffodil International University iii

I'm Md . Lutful Mamun is an MBA student, ID: 203-14-3252, Department of Marketing,

©Daffodil International University iv

©Daffodil International University v

©Daffodil International University vi

Chapter name Contents Pagen

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©Daffodil International University 1

Recently, the e-commerce business is booming in Bangladesh. With better access,

1.2Scope of the Study

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1.3Objective of the Study

o To investigate the variables of clients fulfillment of the Fanfare Bangladesh.

o To distinguish the a few issues of the activities of the organization.

o To make a few ideas to conquer the issues.

1.4Methodology of the Study

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1.5Limitation of the Study

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Overview of the Company

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2.2 Description of the business of the Organization

Total Business Units of Fanfare:

Fanfare Global Apps

Fanfare Bangladesh Apps

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To be the most contemporary conglomerate locally and globally.

2.4 About fmart

2.5 Landing Page of Fmart

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3.1.1 Classification of E-Commerce

We can categorize the e-commerce business into 6 types:

Kind of e-business in Bangladesh as of now, three kinds of E-Commerce are

E-commerce includes every electronic exchange of products or services between business

For example, Sindabad comes thefirstB2Be-commerce business in Bangladesh. Business-to-

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3.1.2 E-Commerce in Bangladesh

4.1 What is customer satisfaction

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 CSAT identifies your unsatisfied customers: Identifying and targeting complainants

 CSAT powers internal processes: Consumer satisfaction information gives you a

 CSAT attracts new leads: Supervising customers is a way to seduce newcomers.

4.3 How to measure Customer Satisfaction

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4.1 Age Group

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Service holder Businessman Housewife Students Others Profession