Internship Report

Measuring the Client Satisfaction Level of Global Education Service in Bangladesh

Exam Roll: 080115

Internship Report on Measuring the Client Satisfaction Level of Global Education Service in Bangladesh

Prepared For:
Chairman Internship Placement Committee

Prepared by:
Exam Roll Number: 080115 Class ID: 1661 4th year, 8th semester Batch Number: 18th, BBA Program Academic Session: 2008-09

Institute of Business Administration (IBA-JU) Jahangirnagar University, Savar, Dhaka 1342

Date: March 8, 2013

March 8, 2013

Chairman Internship Placement Committee Institute of Business Administration Jahangirnagar University Savar, Dhaka -1342.

Subject: Submission of Internship Report on Measuring the Client Satisfaction Level of Global Education Service in Bangladesh.

Dear Sir: With due respect and honor I would like to inform you that I have completed my internship program in GES and I am placing my internship report to you for your kind evaluation. The internship program gave me the opportunity to enrich my theoretical knowledge. I am grateful to you for providing me this unique opportunity of gaining such practical experiences. I tried my best to highlight my practical experience in the organization and in this report. Through this report, I have tried to determine the satisfaction level of clients of GES. Please feel free to converse with me, if you have any query regarding this report or any other associated matters.

Sincerely Yours

Exam Roll: 080115 Registration No: 26081 4th Year, 8th Semester Batch Number: 18, BBA Program Academic Session: 2007-2008

ACKNOWLEDGEMENT
First of all, I am giving my heartiest thanks to the Almighty Allah for giving me strength, courage and wisdom to successfully prepare this internship report.

I would like to convey my sincere gratitude to my respected teacher and my institutional supervisor Associate Professor Chowdhury Golam Kibria, Institute of Business Administration - Jahangirnagar University for his cordial supervision of my report. He helped me to determine the objectives and questionnaire of the report and guided me to the end. The second person to acknowledge will surely be my supervisor at Global Education Service, A R Sikder, Chief Executive Officer. He has given me a great support in times of data collection, understanding and analyzing those critical data. I really should thank all the people working in GES to whom I talked during the report preparation. Most of them have been very open minded and friendly with me and provided me the information that I needed from them. Finally, I would like to express my sincere gratitude to all the valued respondents who participated in the survey and provided their feedback in preparing the report.

Table of Contents
Page No. Executive Summary. 1.0 Introduction. ... 1.1 Background. ... 1.2 Problem Statement. 1.3 Objectives. ...... 1.3.1 General Objective. ... 1.3.2 Specific Objective. ... 1.4 Methodology. . 1.4.1Source of information ... 1.4.1.1Primary sources of information. 1.4.1.2Secondary sources of information . 1.4.2 Type of the Research . . 1.4.3 Sampling Plan . 1.4.3.1Population . 1.4.3.2 Sampling Unit . . 1.4.3.3 Sample Size . . 1.4.3.4 Sampling technique . . 1.4.3.5 Survey Method . .... 1.4.3.6 Scaling technique . 1.5 Scope . ............. 1.6 Limitations .. 2.0 Company Overview. ....... 2.1 History of GES. ... 2.2 Organizational Structure. .... 2.2.1 Key Personnel. ..... 2.2.2 Organogram. .... 2.3 Different Departments. ... 2.3.1 Accounts Department. .......... 2.3.3 Marketing and Business Development..... 2.3.4 Legal and HR Admin............ 2.3.5 IT Department.. VIII 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 4 4 4 6 6 7 7 8 9 9

2.3.2 Counseling Department. 9 9 11 11

2.4 Services and Products of GES......... 2.4.1 Promote and champion Inclusion and Inclusive practices.... 2.4.2 Offer internationally recognized educational training. .... 2.4.3 Provide integrated educational consultancy services. .. 2.4.4 Provide educational based management solutions........ 2.4.5 Provide expertise in developing educational training content. 2.4.6 Organize educational conferences, seminars and events.. 3.0 Project Part. .... 3.1 Analysis of the study... 3.2 Analysis & Findings 3.2.1 General Information of the students. 3.2.1.1 Student Diversity. . 3.2.1.2 Student Destination.... 3.2.1.3 Country wise GES Performance ... 3.3 Analysis of client responses 3.3.1 Reliability. ... 3.3.2 Responsiveness. ... 3.3.3 Assurance. .... 3.3.4 Empathy. ...... 3.3.5 Tangibles . ... 3.4 Overall level of satisfaction. 4.0 Recommendations and Conclusion .... Appendices . ........

11 11 11 12 12 12 12 14 14 15 15 15 16 16 17 18 19 21 22 23 24 26 27

List of Figures
Figures 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. Figure 01 Student Diversity Figure 02 Pioneers Destination Figure 03 GES Performance; Successful overseas student admission Figure 04 Providing services within the promised time Figure 05 Employees of GES give appropriate solution to the problems Figure 06 Employees quickly correct errors and mistakes Figure 07 Promptness of service Figure 08 Employees are always willing to help clients Figure 09 Friendliness & Courtesy of the employees are very high Figure 10 Professionalism of the employees is high Figure 11 GES gives you individual attention Figure 12 The appearance of all the physical facilities Figure 13 Products have latest appealing features Figure 14 GES has modern equipments and technologies Figure 15 Overall level of satisfaction Page No 15 16 17 18 18 19 20 20 21 22 22 23 23 23 24