Customer Satisfaction measurement on a private university of Bangladesh. it is a final report on customer satisfaction.

3. Name ID Intake
Rizwan Mahbub Khan 12132101051 30th
Md. Abul Hassan 12133101004 31th

5. INTRODUCTION

6. Objectives of the study :
1 . The objective of this report is to Customer Satisfaction analysis on
BUBT.
2. To identify consumers attitudes towards private university.
Methodology:
Types of research design:
It is a descriptive research .
Sources of data:
Primary Sources : Questionnaire survey.
Secondary Sources : Internet, Books, Showroom, Company
Website, Google.com.

7. Sampling Plan:
Population : All the customers of BUBT.
Sample elements : Individual customer.
Sample Frame : Organization didn’t provide me sampling frame
Sample size : Sample size in this research is 30 customers.
Sampling Procedure: Non profitability convenience sampling
procedure.

8. Limitation
1. Lack of time for conducting a large scale survey.
2. Lack of customer co-operation.
3. Lack of Records, Sufficient books, publications,
facts and figures are not available.
4. Many of the respondents were not willing to fill
the questionnaire.
5. Some people were not willing to respond and few
of them who responded were in hurry hence the
active participation was lacking

9. COMPANY PROFILE

10. Bangladesh University of Business and Technology (BUBT)
It is one of the eight Universities to receive the Green Signal from
the government, inspire of its being one of the very young Private
Universities of Bangladesh, only 13 years old, established in 2003.
It is modeled on North American Universities and it was duly
approved by the University Grants Commission of Bangladesh
(UGC) and the Ministry of Education, Government of the Peoples'
Republic of Bangladesh. The university was established under the
Private University Act 1992. It was founded by Dhaka Commerce
College, Mipur-2, Dhaka-1216 and is managed by a Board of
Trustees and a Syndicate in which the Principal of the College and
the Chairman of the Governing Body of the College are the Ex-
Officio members.

11. Vision
The vision of Bangladesh University of Business and Technology
(BUBT) is to flourish as a prestigious seat of learning in the North
American Universities .As a center of excellence; it aims at
attracting students from all countries of the region.
.
Mission:
The mission of BUBT is to provide higher education to
students of Bangladesh at an affordable cost, keeping in view
the challenges of the twenty first century. And this mission
will be achieved by imparting world class education and
providing research facilities so that the students can attain
their full intellectual, social and personal potentials

12. Goal:
1.To maintain an excellent academic environment for imparting
higher education in different fields .
2.To encourage learners to inculcate ethical, cultural and social
values in their thoughts, actions and practices and follow them in
their personal and national life .
3. To build up a center of excellence for higher education & research
this will serve as the dynamic institution for generating knowledge
for creation of an ideal society .
4. To develop learners understanding of advances in knowledge and
complexities of modern world and utilize it for solutions of
contemporary problems

13. ORGANOGRAM of the BUBT:

14. MARKETING MIX ANALYSIS OF BUBT
The marketing mix is a marketing strategy model, with a set of
controllable elements available for an institution to shape the nature of its
offer to customers .
Product
Product: The first element in the marketing mix is ‘product’ Product in
educational sector is related to university facilities such as workshops and
education, libraries. This element in this sector is similar to the physical
evidence. The major factors of selecting university by the perspective
students, is the university facilities.
Price
Price is the amount of money (or some other item that is exchanged or
bartered) that the buyer exchanges for a service provided by the seller .In
higher education, price usually is related to tuition fees offered, and any
monetary related issues. Pricing has major influence on marketing
strategy as most students and their parents are concerned about the
financial implication of attending university.

15. Place
The third element of marketing mix in higher education is place or
distribution. Distributions In higher education place refers to the
availability of education/program to potential students in the
most convenient and accessible way.
Promotion
Education institution need to communicate it’s services to the target
market through promotional strategy. Promotional strategy is a plan for
optimal use of the elements of promotion, namely advertising, sales
promotion, publicity and personal selling. The promotion elements that
can be used by higher education institution is determined by the
students market’s expectation and requirements of the service and other
elements of institution marketing decisions. Promotion can very well
have the central role in the marketing to higher education

16. ANALYSIS AND FINDINGS

17. According to the Figure : It is found that out of 30 customers, 18% are
strongly agree ,22% are agree,30% are natural,20% are disagree and 10%
are strongly disagree.
Strong agree
18%
Agree
22%
Natural
30%
Disagree
20%
Stongly disagree
10%
1.Ever heard the name BUBT?
(A) Strongly agree (B) Agree (C) Neutral (D) Disagree (E) Strongly Disagree

18. 2. How easy it is to register for courses at this university?
(A) Strongly agree (B) Agree (C) Neutral (D) Disagree (E) Strongly Disagree
Strongly agree
20%
Agree
30%Natural
25%
Disagree
15%
Strongly
disaagree
10%
According to the Figure : It is found that out of 30 customers, 20% are strongly
agree ,30% are agree,25% are natural,15% are disagree and 10% are strongly
disagree.

19. 3. Are the course offered at this university satisfactory according to your
needs?
(A) Strongly agree (B) Agree (C) Neutral (D) Disagree (E) Strongly Disagree
Strongly agree
20%
Agree
27%
Natural
23%
Disagree
20%
Strongly
disaagree
10%
According to the Figure : It is found that out of 30 customers, 20% are strongly
agree ,27% are agree,23% are natural,20% are disagree and 10% are strongly
disagree.

20. 4. Based on your experience with the BUBT services please indicate your
level of satisfaction with helpfulness of staff?
(A) Strongly agree (B) Agree (C) Neutral (D) Disagree(E) Strongly Disagree
Strongly agree
20%
Agree
23%
Natural
27%
Disagree
18%
Strongly disaagree
12%
According to the Figure : It is found that out of 30 customers, 20% are strongly
agree ,23% are agree,27% are natural,18% are disagree and 12% are strongly
disagree.

21. 5. Do you find the staff and faculty members are co operative?
(A) Strongly agree (B) Agree (C) Neutral ( D) Disagree (E) Strongly Disagree
Strongly agree
22%
Agree
18%
Natural
32%
Disagree
16%
Strongly disaagree
12%
According to the Figure : It is found that out of 30 customers, 22% are
strongly agree ,18% are agree,36% are natural,16% are disagree and 12%
are strongly disagree.

22. 6.Do you find the course materials interesting and creative?
(A) Strongly agree (B) Agree (C) Neutral (D) Disagree (E)
Strongly Disagree
Strongly agree
19%
Agree
21%
Neutral
33%
Disagree
17%
Strongly
Disagree
10%
According to the Figure : It is found that out of 30 customers, 21% are
strongly agree ,23% are agree,36% are natural,19% are disagree and
11% are strongly disagree

23. 7. Is the faculty enthusiastic about teaching?
(A) Strongly agree (B) Agree (C) Neutral (D) Disagree ( E)
Strongly Disagree
Strongly agree
25%
Agree
33%
Neutral
22%
Disagree
10%
Strongly Disagree
10%
According to the Figure : It is found that out of 30 customers, 25% are strongly
agree ,32% are agree,22% are natural,10% are disagree and 10% are strongly
disagree.

24. 8. How well do the classrooms at this university meet the learning
needs of students?
(A) Strongly agree (B) Agree (C) Neutral (D) Disagree (E) Strongly
Disagree
Strongly agree
20%
Agree
27%
Natural
23%
Disagree
20%
Strongly disaagree
10%
According to the Figure : It is found that out of 30 customers, 20% are strongly
agree ,27% are agree,23% are natural,20% are disagree and 10% are strongly
disagree.

25. 9.Based on your experience with the university’s cashier’s office, please
indicate your level of satisfactions?
(A) Strongly agree (B) Agree (C) Neutral (D) Disagree (E) Strongly
Disagree
Strong agree
18%
Agree
22%
Natural
30%
Disagree
20%
Stongly
disagree
10%
According to the Figure : It is found that out of 30 customers, 18% are
strongly agree ,22% are agree,30% are natural,20% are disagree and 10%
are strongly disagree.

26. 10.Overall, are your satisfied with your experience at this university,
neither satisfied or dissatisfied with it, or dissatisfied with it?
(A) Strongly agree (B) Agree (C)Neutral (D) Disagree (E) Strongly
Disagree
Strongly agree
22%
Agree
18%
Natural
32%
Disagree
16%
Strongly disaagree
12%
According to the Figure : It is found that out of 30 customers, 22% are
strongly agree ,18% are agree,32% are natural,16% are disagree and
12% are strongly disagree

27. Major Findings

28. It is found that students in the university are not satisfied with the
administrative/staffs. This study highlighted the importance of
ascertaining students’ perceptions of their academic and non academic
experience of student life. It provided an overview of satisfaction levels
with different aspects of service delivered at BUBT. The study manages to
identify those areas that were of high priority and high performance and
those areas that were of high priority but low on performance. The
respondents replied that the website has many sub divisions which makes
it very complicated to be used and reach at the desired information
needed. The courses available at the university are satisfactory adequate to
fulfill the educational needs of the majority of respondents. It is
satisfactorily easy to register for the course the respondent’s desire for
their career. some department is more satisfied with the
administration/staff as compared to other departments.

29. Recommendation

30. This study highlighted the importance of ascertaining
students’ perceptions of their academic and non
academic experience of student life. It provided an
overview of satisfaction levels with different aspects of
service delivered at BUBT. The study manages to
identify those areas that were of high priority and high
performance and those areas that were of high priority
but low on performance. The respondents replied that
the website has many sub divisions which makes it very
complicated to be used and reach at the desired
information needed. The courses available at the
university are satisfactory adequate to fulfill the
educational needs of the majority of respondents