Building Brand Equity
http://www.sb.iub.edu.bd/internship/spring2006/0110234.pdf
Internship Report
Spring 2006
A research to explore customer satisfaction level of customer in context of
Berger Paints Color Bank, Bangladesh.
Submitted by,
Md Assad Kibria (ID #0110234)
Submitted to,
Mr. Sohel Islam
School of Business
Independent University, Bangladesh
April 30th, 2006.
Dated: April 30th, 2006
Mr. Sohel Islam
Internship Adviser
School of Business,
Independent University, Bangladesh.
Baridhara, Dhaka.
Subject: Submission of internship report
Dear Mr. Sohel,
I, being advised to prepare the internship report on the level of customer satisfaction of
Berger Color Bank customers for the successful completion of my Internship. As was advised, I have successfully completed my report on “Customers satisfaction level analysis of Berger Color Bank users”
It gives me immense pleasure to tell you that working on this internship report has given me a wide range of exposure. To prepare this report, I have faced extensive one to one interviews with professionals, customers and dealer. It has taught me the value of patience, and has given me a higher insight on the level of communication in the practical world. This report basically gives an overview of the level of customer satisfaction of the Color
Bank users and how different influencing parties can hamper the level of customer satisfaction. I also had to make recommendation as to how the existing level of satisfaction could be improved. As this was an actual company project, research was done on an extensive basis.
It will be a great honor for me if you require me to explain any sort of queries.
Yours Sincerely,
Mr. Md. Assad Kibria
ID # 0110234
ACKNOWLEDGEMENTS
Preparing this report was both exciting and hard work at the same time, it is for the first time that I had a real life experience working on an actual company project. I would like to express my gratitude to Mr. Sohel Islam, internship supervisor,
Internship Report
Spring 2006
A research to explore customer satisfaction level of customer in context of
Berger Paints Color Bank, Bangladesh.
Submitted by,
Md Assad Kibria (ID #0110234)
Submitted to,
Mr. Sohel Islam
School of Business
Independent University, Bangladesh
April 30th, 2006.
Dated: April 30th, 2006
Mr. Sohel Islam
Internship Adviser
School of Business,
Independent University, Bangladesh.
Baridhara, Dhaka.
Subject: Submission of internship report
Dear Mr. Sohel,
I, being advised to prepare the internship report on the level of customer satisfaction of
Berger Color Bank customers for the successful completion of my Internship. As was advised, I have successfully completed my report on “Customers satisfaction level analysis of Berger Color Bank users”
It gives me immense pleasure to tell you that working on this internship report has given me a wide range of exposure. To prepare this report, I have faced extensive one to one interviews with professionals, customers and dealer. It has taught me the value of patience, and has given me a higher insight on the level of communication in the practical world. This report basically gives an overview of the level of customer satisfaction of the Color
Bank users and how different influencing parties can hamper the level of customer satisfaction. I also had to make recommendation as to how the existing level of satisfaction could be improved. As this was an actual company project, research was done on an extensive basis.
It will be a great honor for me if you require me to explain any sort of queries.
Yours Sincerely,
Mr. Md. Assad Kibria
ID # 0110234
ACKNOWLEDGEMENTS
Preparing this report was both exciting and hard work at the same time, it is for the first time that I had a real life experience working on an actual company project. I would like to express my gratitude to Mr. Sohel Islam, internship supervisor,
References: Journals Anderson, R.E, 1973, "Consumer dissatisfaction: the effect of disconfirmed expectancy Boulding, W, Kalra, A.,, Staelin, R., Zeithaml, V.A., 1993, "A dynamic process model of service quality: from expectations to behavioural intentions", Journal of Cardozo, R.N, 1965, "An experimental study of consumer effort, expectation and satisfaction", Journal of Marketing Research, 2, 244-9. Churchill, G.A, Surprenant, C, 1982, "An investigation into the determinants of customer satisfaction", Journal of Marketing Research, XIX, 491-504. Dabholkar, P. A., & Thorpe, D. 1. (1994), Does customer satisfaction predict shopper intentions, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Howard, J.A, Sheth, J.N, 1969, The Theory of Buyer Behavior, John Wiley & Sons, New York, NY. Oliver, R.L, 1977, "Effects of expectation and disconfirmation on post-exposure product evaluations: an alternative interpretation", Journal of Applied Psychology, 62, 4, Oliver, R.L. (1980). A cognitive model of the antecedence and consequences of satisfaction decisions, Journal of Marketing Research, 17, 46-9. Oliver, R.L, 1981, "Measurement and evaluation of satisfaction process in retail setting", Journal of Retailing, 57, 25-48. Olson, J.C, Dover, P, 1979, "Disconfirmation of consumer expectation through product trial", Journal of Applied Psychology, 64, 179-89. Olshavsky, R.W, Miller, J.A, 1972, "Consumer expectations, product performance and perceived product quality", Journal of Marketing Research, 9, 19-21. Porter, L.W, 1961, "A study of perceived need satisfaction in bottom and middle management jobs", Journal of Applied Psychology, 45, 1-10. Tse, D.K, Wilton, P.C, 1988, "Models of consumer satisfaction: an extension", Journal of Marketing Research, 25, 204-12. Zeithaml, V.A., Berry, L.L, Parasuraman, A, 1993, "The nature and determinants of customer expectations of service", Journal of the Academy of Marketing Science,