Internship Report

On
“Customer Satisfaction of Transcom Beverage
Limited”

Submitted To:
Mahmudul Hasan
Associate Professor
School of Business
Uttara University, Dhaka

Submitted By:
Md. Sayem Hossen
ID No: M21511161073
Batch: 36th,
Program: MBA for BBA
Major: Marketing
Uttara University, Dhaka

Date of Submission: November, 2018

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 Letter of Transmittal

Date: November, 2018

To
Mahmudul Hasan
Associate Professor
School of Business
Uttara University, Dhaka

Subject: Submission of Internship Report on “Customer Satisfaction of Transcom

Beverage Limited”.

Dear Sir,
I have the pleasure to submit my internship report on “Customer Satisfaction of
Transcom Beverage Limited” as requirement for my graduation. I have completed my
internship program from Transcom Beverage Limited. I feel most privileged to be
associated with an experienced, efficient and professional team. I strongly believe that
this report will satisfy your requirements and expectations. I have tried my best to make
this report as informative, practical, reliable and relevant as possible. I have reviewed
few books, journals, articles from internet, taking few interviews, annual report.

I will be available for any further query and clarification regarding this report whenever
necessary.

Sincerely yours

Md. Sayem Hossen

ID No: M21511161073
Batch: 36th
Program: MBA for BBA
Major: Marketing
Uttara University, Dhaka

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 Student’s Declaration

I, Md. Sayem Hossen, ID No: M21511161073 hereby declare that the work presented in
this Internship report has been carried out by me and it has not been previously submitted
to any other university/college or organization for an academic certificate or degree.

I further undertake to identify the university against any loss or damage arising from the
breach of the foregoing obligation.

Md. Sayem Hossen

ID No: M21511161073
Batch: 36th
Program: MBA for BBA
Major: Marketing
Uttara University, Dhaka

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 Supervisor’s Declaration

This is to certify that the internship report on “Customer Satisfaction of Transcom

Beverage Limited” Has been prepared by Md. Sayem Hossen, ID No: M21511161073,
Batch: 36th, Program: MBA for BBA, Major: Marketing, Uttara University, Dhaka. He
has been completed the practical internship Program at the successfully with excellent
performance under my supervision.

I wish his every success in hid future endeavor.

Mahmudul Hasan
Associate Professor
School of Business
Uttara University, Dhaka

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 Acknowledgement

I wish to acknowledge the immeasurable grace and profound kindness of the Almighty
Allah, the supreme ruler of the universe, who created me and enables me to make my
dream in a reality.

First I specially thanks and appreciation to my honorable Mahmudul Hasan, Associate

Professor, School of Business, Uttara University, Dhaka

I am privileged my enjoying assistance and guidance of all the officers and employees of
Transcom Beverage Limited for supporting and giving me pleasurable working
experiences and helping me prepare this report during my internship period.

Finally I would like to pay my deep gratitude to my reverend persons for their unbound
forbearance, continuous encouragement and generous help in sustaining my prolonged
studentship.

Md. Sayem Hossen

ID No: M21511161073
Batch: 36th
Program: MBA for BBA
Major: Marketing
Uttara University, Dhaka

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 Table of Contents

Name of Topic Page No

Coverage i
Letter of Transmittal ii
Student’s Declaration iii
Supervisor’s Declaration iv
Acknowledgement v
Table of Contents vi-vii
List of Tables viii
List of Figures ix
Acronyms x
Executive Summary xi
CHAPTER 1: INTRODUCTION 01-02
1.1 Background of the Study 02
1.2 Objectives of the Study 02
1.2.1 Broad objective 02
1.2.2 Specific objectives 02
1.3 Major Difficulties faced for accomplishing Internship 02
CHAPTER TWO: COMPANY PROFILE 03-12
2.1 Brief description of the Company 05
2.1.1 Mission of company 06
2.1.2 Vision of Company 06
2.1.3 Functions of the Company 06
2.1.4 Objectives of TBL 06
2.1.5 Products of TBL 07
2.1.6 Operational Network Organogram 08
2.1.7 Awards & Achievements 08
2.1.8 Organizational Administrative Flow Model 09
2.2 Description of section where I worked 10
2.3 Topic Related Theories 10
2.3.1 Definition of Customer 10
2.3.2 Customer Satisfaction 11
2.3.3 Defining Customer Value and Satisfaction 12
2.3.4 Customer Expectations 12

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CHAPTER THREE: DATA COLLECTION AND PROCESSING 13-14
3.1 Data Description 14
1.3.1 Primary sources 14
1.3.2 Secondary sources 14
3.2 Data Collection Methods 14
3.3 Data Processing and Presentation 14
CHAPTER FOUR: DISCUSSIONS ON THE STUDY OBJECTIVES 15-26
4.1 Customer satisfaction related to other marketing mix tools.
4.1.1 Customer satisfaction related to Product 16-17
4.2 Customer satisfaction related to Price 18
4.3 Customer satisfaction related to Place 19-20
4.4 Customer satisfaction related to Promotion 21
4.5 Customer satisfaction related to People 22-24
4.6 Customer satisfaction related to Process 25-26
CHAPTER FIVE: CONCLUSION & RECOMMENDATIONS 27-29
5.1 Conclusion 28
5.2 Recommendations 29
CHAPTER SIX: INTERNSHIP EXPERIENCE 30-33
6.1 Work, workflow, People Met & my own Experience 31
6.2 Internship Position 31
6.3 My Job Responsibilities 32
6.4 Linkage between work-Internship topic 33
APPENDED PARTS 34-36
References 35
Appendices 36

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 List of Tables

Name of Tables Page No

Table 4.1: Satisfied about the Quality of Transcom Beverage products 16
Table 4. 2: The product services are in satisfactory level. 17
Table 4.3: Transcom Beverage Ltd company’s price responsibilities in is 18
reasonable.
Table 4.4: The number of Transcom Beverage Ltd sales area is sufficient. 19
Table 4.5: The Location of Transcom Beverage Ltd outlet is convenient. 20
Table 4.6: The advertisement medium of Transcom Beverage Ltd is 21
attractive.
Table 4.7: Friendly enthusiastic staff assistance 22
Table 4.8: Employees are capable to realize customers’ needs. 23
Table 4.9: Satisfied on our salesman behavior 24
Table 4.10: Waiting time to get any service from is reasonable. 25
Table 4.11: To make transaction in Transcom Beverage Ltd is Reliable. 26

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 List of Figures

Name of Figures Page No

Figure 4.1 Satisfied about the Quality of Transcom Beverage products 16
Figure 4.2 The product services are in satisfactory level. 17
Figure 4.3 Transcom Beverage Ltd company’s price responsibilities in is 18
reasonable.
Figure 4.4 The number of Transcom Beverage Ltd sales area is sufficient. 19
Figure 4.5 The Location of Transcom Beverage Ltd outlet is convenient. 20
Figure 4.6 The advertisement medium of Transcom Beverage Ltd is 21
attractive.
Figure 4.7 Friendly enthusiastic staff assistance 22
Figure 4.8 Employees are capable to realize customers’ needs. 23
Figure 4.9 Satisfied on our salesman behavior 24
Figure 4.10 Waiting time to get any service from is reasonable. 25
Figure 4.11 To make transaction in Transcom Beverage Ltd is Reliable. 26

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 Acronyms

4 Ps : Products, Price, Place and Promotion

DCF : Deputy Chief Executive
ED : Executive Director
GM : General Manager
JO : Junior Officer
MBA : Masters of Business Administration
MD : Managing Director
PO : Production Officer
SM : Sales manager
SM : Senior Manager
SO : Senior Officer
TBL : Transcom Beverage Limited
UU : Uttara University

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 Executive Summary

This report based on the internship program, partial requirement for the Masters of
Business Administration in Uttara University. The main objective of this report is the
“Customer Satisfaction of Transcom Beverage Limited”. Internship in TBL was a
great practical experience for my carrier life.
Transcom Beverage Ltd (TBL) is the exclusive PepsiCo Franchisee for Bangladesh. TBL
owns and operates modern plants in Dhaka and Chittagong for bottling the renowned soft
drink brands such as, Pepsi, 7UP, Mirinda, Slice, Mountain Dew, Pepsi Diet and 7UP
Light. The company is emerging with the motto to deliver sustained growth in
Bangladesh and move towards dominant Beverage Company, delighting & nourishing
every Bangladeshi, by best meeting their everyday beverages needs & stakeholders by
delivering performance with purpose, through talented people. 2009 has been an amazing
year for TBL, winning several spectacular awards as PepsiCo's exclusive bottling partner
in Bangladesh. For its' extraordinary and outstanding venture through excellence TBL has
been rewarded with several prestigious national and international recognitions.
From Analysis we can see the Strongly Disagree 6% person, Disagree 7% person, Neutral
12% Person, Agree 8 % Person and Strongly Agree 17% Person about the quality of
Transcom Beverage products. In our country female and male both are the main
consumer of Soft drinks. That is why the recent advertisement of soft drinks tries to create
brand awareness both to the female and male, who decide to purchase soft drinks.
Maximum number of customers preferred Trasncom Beverage Ltd. than any other soft
drinks brand. So it is not easy for other soft drinks brand to reach the consumer and create
market demand and good position in the market. Do not make incentives for the
individual shops to sell or track. It is de-motivating to have to puzzle over incentive
systems, and salespeople will simply not bother to decipher complex rules.
Psychologically, a reward becomes more excitement when it is within reach. Publicize
gift for consumer by advertisement and conversations so that salespeople and consumer
know not only that these are exist but also that they are attainable.

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