Evaluation of on-board customer service in Biman Bangladesh airlines.

Report On
Evaluation of on-board customer service in Biman Bangladesh airlines

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To Dr. Zafor Mamoon Associate Professor Faculty of Business Administration Subject: LETTER OF TRANSMITTAL Dear Sir, With due respect we the students of Business Administration have completed the Report on Evaluation of on-board Customer Service in Biman Bangladesh Airlines as a part of the course requirement of Performance Appraisal. The preparation of this formal report is of a great expectation in our BBA program and I m quite happy to submit it as expected applying all that i think should have to be included and which should not to be included. It was a great experience for us and though we are on the learning curve but, this report has put an impression on our mind that, all that matters of the private university of Bangladesh at ones time, skills, experience, knowledge and finally reality. If i m not asked to submit this report then it might be like that we are going out of our program without having something so much important for our life and so much practical. I hope that the analysis that we have carried out is up to your expectations. It has been an insightful experience for us and we tried our best to follow the tenets of this report. Sincerely yours, -------------------(Md.motakbir hossain)

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Acknowledgement

First of all we would like to express our gratitude to the Almighty for great kindness to us. We want to give special thanks to our Course Instructor Dr. Zafor Mamoon for agree to be our supervisor of the report and his great influence on our report. It is our greatest pleasure to get the opportunity to do this report on Customer Service of Bangladesh Biman Airlines. And our special thanks to all of our friends who were directly or indirectly involved with preparation of this report. During the period we enjoyed very much. And this experience should be memorable to rest our life.

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Table of Contents
Introduction Part
Letter of Transmittal Acknowledgement Table of content Executive Summary ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ii iii iv v

Body of the part

Introduction History Management ---------------------------------------------------------------------------------------------------------------------------------------Page : 1 Page : 2-3 Page : 4 Page : 5 Page : 6-8 Page : 8 Page : 9-13

Objectives, Methodology, Limitation -------------------------------Services Flight classes & ammonites --------------------------------Product & services Offering -------------------------------------------SWOT Analysis ----------------------------------------------

Ending Part
Subsidiaries & Findings Recommendation Conclusion References ----------------------------------------------Page : 13 ----------------------------------------------- Page : 14 ----------------------------------------------- Page : 14 ----------------------------------------------Page : 15

Executive summary
Biman Bangladesh airlines was established on 4 January 192 as Bangladesh national airlines under the Bangladesh biman ordinance. Biman Bangladesh airlines wholly owned by Bangladeshi government .During the late of 1980 hossain mohammad Eirshad president of Bangladesh at the same time served as president of biman .In may 2007, the caretaker govt. approver plan to turn biman into a public limited company with shareholdings split between seven public sector organizations. In 29 July 2007 ,biman Bangladesh airlines became the largest public limited company in Bangladesh. Biman is notable for disruption to its flight schedule and poor customer service .Bangladesh airlines ltd. in the aviation market as a world class airline at the same time considering the global stoned of international airlines ,biman is lagging behind. The staff are not provided with modern technology like computer ,internet facilities etc. The labor passengers have been an extreme attraction for the national flag for its home likely hospitality. Currently, Biman
Bangladesh Airlines offers 16 Domestic and 102 International flights through its13 local and 28 worldwide branch offices. Two class of service (j and y) is operate on bimans wide-body

airliners and single class is available on the smaller aircraft

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