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An internship Report on “Customer’s Repurchase Intention with Subidha private ltd.”

Supervised by Ms. Noshin Anjum Chaiti Lecturer School of Business Primeasia University

Submitted By: Name: MD Omar Khaiam Akanda ID: 171-006-045 Student: BBA, Major in Finance Department: Business Administration Primeasia University

Date of Submission 1st June, 2021

Internship report on “Customer’s Repurchase Intention with Subidha private ltd.”

LETTER OF TRANSMITTAL

Date: 1st June,2021 Ms. Noshin Anjum Chaiti Lecturer, School of Business Primeasia University 12, Kemal Ataturk Avenue, Banani, Dhaka1213

Subject: Internship report on ‘Customer’s Repurchase Intention with Subidha private ltd. Dear Madam, With due respect it is my great contentment that I am submitting my internship report which is on ‘Customer’s Repurchase Intention with Subidha private ltd. I would like to let you know that I have successfully completed my internship in Subidha private ltd. I have arranged this internship report in view of my experience of three months of internship. It has been a wonderful and inspiring journey for me. Working in the Subidha private ltd. helped me to have practical experience of workplace and also encouraged me to connect my academic knowledge to work life. I expect this report to be relevant and informative. In completing the report, as a primary source I have gathered data from my workplace. Moreover, I did survey and have used the internet as a secondary source. Sincerely yours MD Omar Khaiam Akanda 171 006 045 School of Business Primeasia University

Letter of Endorsement

I’m stating that Md Omar Khaiam Akanda, ID 171-006-045, a student of BBA Program under School of Business at Primeasia University, has completed internship report on “Customer’s repurchase intention with subidha private ltd.” as a requirement of part fulfillment of the BBA program. He has completed the report as per instructions under my supervision.

I wish his all the best in his future endeavors.

Noshin Anjum Chaiti Lecturer School of Business Primeasia University

ACKNOWLEDGEMENT At first, I am thankful to Almighty who has made us and gave me the capacity to finish my temporary position effectively. I might likewise want to thank my course conductor Ms. Noshin Anjum Chaiti lecturer of BBA department, Primeasia University for guide me to prepare the internship report with the systematic and wonderful way which made my work quite easier without her support report completion would not be conceivable. I am additionally appreciative to her to give her valuable time to me to accept my report in addition, I might want to thank the entire ‘Subidha private ltd. I would like to thank Mr. Rakib Raihan Anan for choosing me to be a part of Subidha private ltd. I am highly grateful to the management team and also the whole family of Subidha private ltd. for their constant support by providing useful information and material during my temporary position period. At last, I want to thank all of my colleagues who have support me to complete my report nicely.

EXECUTIVE SUMMARY I would like to thank the Almighty for giving me such mental strength and patience for the completion of this internship report with proper moral expedient, hard work, dedication and honesty. I would also like to thank to those personalities who were attached with me directly and indirectly to complete my internship activities as well as this report. I have tried to depict the underlying factors of intention to repurchase service from online service industry. Later it is being identified that some factors are highly responsible for customer retention to online service sector. At first I tried to identify the dependent variable for this topic which is ‘repurchase intention’ and for my dependent variable my chosen independent variables are ‘Pricing’, ‘Brand experience’ and ‘Service Quality’. We have tried to determine the relationship among these variables. My main concern was to identify the core relationship with the dependent and independent variable. After that I worked for collecting data from respondents with selective questions related to my respective topic. In addition, I also did factor analysis description, data analysis using pattern component matrix, communalities, Reliability test, Validity test, Regression analysis etc. Finally, I have been able to get the results and left my constraints and recommendations.

Table of Contents Topic

Page no.

Chapter 1: Introduction

1

1.1 Introduction

2

1.2 Background of the report

2

1.3 Statements of the problem

2

1.4 Scope of the report

3

1.5 Objective of the report

3

1.6 Research question of the study

3

1.7 Hypothesis of the study

4

1.8 Origin of the report

4

Chapter 2: Organization Overview

5

2.1 Company Profile of Subidha private ltd. 2.2 Mission

6

2.3 vision

7

2.4 Structure of the company

7

2.5 Organizational culture

10

2.6 Terms & condition for service provider 2.7 Rules for service user

10

2.8 Core values of subidha pvt. Ltd.

12

2.9 Subidha pvt. Ltd. services

12

Chapter 3: Review of related literature & methodology of the report 3.1 Review of related literature

15

3.2 Methodology of the report

18

3.3 Research method

19

3.4 Sampling

20

3.5 Research Model

21

Chapter 4: Analysis & Interpretation of the data 4.1 Factor analysis description

22

4.2 Communalities

24

4.3 Rotated Matrix

25

4.4 Reliability test

25

4.5 Cronbach’s alpha for variable

26

4.6 Validity test

27

4.7 Regression analysis

28

7

11

16

23

4.8 Model summary

29

4.9 Anova

29

4.10 coefficient

30

Chapter 5: Finding of Study

33

5.1 Finding

34

5.2 Interpretation of the data have been made

34

5.3 Contribution & recommendation

34

5.4 Limitation of the study

35

Conclusion

36

References

36

Appendix

37

Questionnaire

38

Page |1

Chapter 1 Introduction of the report

Page |2

1.1 Introduction Subidha Private Limited is the on-time demand services company of Bangladesh. From them customers get kind of repair care, legal services from home. Subidha is the best on demand service app in Bangladesh because only Subidha is providing all kinds of home on demand services within low cost, which will not only save money but also will save customer’s valuable time. As we know all economic activities are divided into two categories - goods and services. Agricultural, mining, manufacturing and construction sectors are mainly the goods producing sectors consisting of tangible objects as the output. However, services sectors are the industries whose economic activities are based on various services rather than any tangible objects. The service sectors have always been with us since the first profession. The contribution of service sectors has been significantly rising in Bangladesh over the years. Subidha Private ltd provides their facilities by their application software system. Subidha applications supported both android and iOS systems. For each Private they have two different applications one is for the user and another one is the provider application which is used by the workers. Anyone who are the citizens of Bangladesh and over 18year old can register as a worker and get paid for their services.

1.2 Background of the study At first, I would like to tell that, I made this report for completing my graduation from Primeasia University, this is mandatory for every student of the institution. Here, in this report I’m actually try to show the overall activities I’ve done and also my working experience at Subidha Private Ltd. I’m also did some survey to the customers of my organization to make this report more statistical. In this report I’ve done some statistical test through the SPSS and make result to look more decent. And I’m so much thankful to my entire management team of Subidha pvt. Ltd. So that is the way I’ve completed my report.

1.3 Statements of the problem To made this report I have to faces so many problems. One of the major problems is the current pandemic situation of our beloved Country. Other’s problem is given below: • • •

To communicate with the people Collecting the correct data Convincing people to give their valuable time.

Page |3

•

Limited access to data & time constraints.

So, these are the major problems happened when I’m made this report.

1.4

Scope of the Report The internship report gives the data of overseeing accomplices of the Subidha private ltd. This report contains Subidha private ltd. organizational overview, mission, vision, highlights, achievements, services, description of department etc.

1.5 Objective of the report The objective of the report can be viewed in two forms: • General Objective • Specific Objective

❖ General Objective: This internship report is primarily prepared to fulfil the Bachelor of Business Administration (BBA) degree requirement under the Assistant Professor of Primeasia University.

❖ Specific Objective: More specifically, this study entails the following aspects: • To give an overview of Subidha Private Limited. • To discuss the terms and conditions of Subidha app. • To see what makes customer to repurchase their services To discuss the overall service activities of Subidha private limited. 1.6 Research questions of the study Research question are actually made to answer the research question. There are two types of research questions I’ve used in my report *quantitative & *qualitative. In general, I have asked them about their Name age and their address so that it doesn’t create any difficulties to make data analysis. And also, I’ve attached all question to the questionnaire section.

Page |4

1.7 Hypothesis of the study As my topic is related to customer repurchase intention so I’ve made these three hypotheses below H1: service quality has significant positive effect on repurchase intention H2: which customers who purchase or order services from Subidha private ltd. become loyal to the brand H3: Brand experience has a significant positive effect on repurchase intention Let’s see what happens further whether my analysis support these above-mentioned hypotheses or not.

1.8 Origin of the report: The Internship Program of Primeasia University is a requirement for the students of BBA. The main purpose of this internship Program is to introduced to the real corporate world. Being an intern, the main challenge was to translate the theoretical concepts into the real-life experience.

The internship program and the study have following purposes: •

To get real knowledge from the job.

•

To experience the real job world’s challenges and reward.

•

To contrast the genuine situation and the exercises learned in the college.

For finishing the internship report, I was appointed to the Subidha private ltd. The report topic was approved by the supervisor to satisfy the organizational requirements and fulfillment of the internship program. To finish the internship phase, I need to present a report, which incorporates an overview of the organizations, growth and management of the Subidha Private Limited.

Page |5

Chapter 2 Organization overview

Page |6

2.1 Company overview of Subidha Private Limited Subidha Private Limited is an on-time demand services company of Bangladesh. From them customers can get repairing care & legal services from home. Subidha is the best on demand service app in Bangladesh. Because only Subidha is providing all kinds of solution of home problems on demand services within low cost, which will not only save money but also will save customer’s valuable time. Subidha private ltd. is the largest startup service providing Private that brings solution to all of life’s hassles through Subidha.app in Bangladesh. Subidha private ltd. is the “Amazon” of services; be it plumbing, fixing the air-con, helping with home & office relocation, getting beauty service at home or even renting on-demand driver for a few hours, Subidha connects the growing number of households and businesses that need professional services fast at the tap of a button through Subidha mobile app, website and call center. For the service-oriented SME’s who onboard on Subidha private ltd., it is a one-stop Private that allows them to monitor and manage their business and to grow by finding customers on an on-demand & hyperlocal basis. Bangladesh is one of the most thickly populated nations and is witnessing rapid urbanization. Yet consumers find it difficult and time-consuming to locate a skilled and trusted service provider at the right time, while capable and reliable service providers have difficulty rising above the crowd and attracting customers. For households and businesses, Subidha is the Amazon of services, where they can avail home services and business solutions from a wide range of verified professional service providers. By embarking with Subidha, service-oriented SMEs also create a new channel to reach out to customers for their business. Almost any service provider that has a valid service business in Dhaka can join on Subidha Private by registering on the Subidha. app. The Subidha manager app is the solution through which the service providers can manage their customers, monitor their resources and cash flow in their company.

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2.2 Mission of Subidha Private LTD. Every institution has their own mission according to their vision. So the mission of the subidha Private ltd. Is to deliver the right services to the people at the right time.

2.3 Vision of Subidha Private LTD. The vision of the subidha private ltd is to give their services all over the world to make people's life more comfortable and ensure less time consumable services.

2.4 Structure of the Company From top to bottom Subidha Private Limited has divided their organization into 4 parts:

❖ Top Management: Top management level is the primary level of the structure of prime Bank Limited. There are three categories under top management level. They are Chairman, Board of Directors and Executive Committee.

Top Management

Chairman

Board of Director

Figure: Top Management

Executive Committee

Page |8

❖ Executive Level Management: After top level management, the executive level management is in the second position for company structure. Here Managing Director, Deputy Managing Director, Senior Executive Vice President positions are available. Under Senior Executive Vice President, Executive Vice President, Senior Vice President and Assistant Vice President are stand as sub level.

Executive Level Management

Managing Director

Executive Vice President

Deputy Managing

Senior Executive Vice

Director

President

Senior Vice President

Assistant Vice President

Figure: Executive Level Management

❖ Mid-Level Management: Under mid-level management there are two positions, First Assistant Vice President (FAVP) and Senior Executive Officer. Under Senior Executive Officer there are Executive Officer and Principle Officer.

Page |9

Mid-level Management

First Assistant Vice President

Senior executive Officer

Executive Officer

Principle Officer

❖ Junior Level Management: Under Senior Level Management there is only Senior Officer and under Senior Officer there are Management Trainee Officer, Junior Officer and Trainee Assistant.

Junior Level Management

Management Trainee Officer

Junior Officer

Trainee Assistant

2.5Organizational Culture Organizational culture is a key factor driving performance and services inside an organization. The stronger the culture of a company, the better is its performance and overall services. However, while most business leaders want to create a culture of innovation inside their organization, they cannot do so successfully without the help of the HR function. Apart from setting the foundation of a strong culture, HR also plays a critical role in nurturing the culture. HR leaders talk to the senior leadership to know what the organizational culture must be like and how to create a culture and work environment that fosters learning, innovation, and employee empowerment. High-performance cultures can be

P a g e | 10

created inside organizations with the help of the human resources department whose continued commitment is essential for nurturing an innovative work culture.

2.6Terms and Condition for Service-Provider by company It is to declare that once you are done with the easy profile-setup step, you hereby, do acknowledge that you are liable to follow each and all pinpointed rules and regulations established by the governing body of Subidha Private Limited and Team. You have to stick to the manners provided by Subidha.app and cannot in any break or violate any of the rules otherwise Subidha private Limited and Team will be liable to ban or terminate your account immediately and permanently. Terms and Conditions to be followed: 1. Subidha Private Limited and Team will rate a Service-Provider’s overall performance on a scale of 5. The performance rate will be measured as per the ratings given by Service-Users. If the evaluation or performance rate of a Service-Provider gets below 2.5 in any way, Subidha Private Limited and Team will immediately suspend the account of that respective Service-Provider. So, work hard and put in the best effort! 2.Every Subidha Private Limited and Team Service-Provider has to attend their weekly reporting day and pay weekly service charges consolidated as 17.5% of net earnings in a week. If a Service-Provider fails to pay their due charges for two (2) consecutive weeks, Subidha Private Limited and Team may impose a termination on the user’s account, and the termination may eventually turn into permanent ban, only if the Service-Provider fails to pay due amount on the third (3rd) week.The account termination or permanent ban can be withdrawn if the service-provider submit valid causes of delay before the governing body of Subidha.app followed by a formal meeting session. 3.MARKETPLACE DISCLAIMER AND RESPONSPONSIBILITY: Subidha Private Limited and Team is a marketplace where service users can find different service providers offering their services at various prices. The Service Providers are directly responsible for the quality of service as per order specifications provided by the service users. All Service Users placing orders through Subidha.app are responsible for clarifying the requirements and expectations with individual Service Providers at the time of processing orders. Subidha.app is not reli...