Evaluation of Service Quality and Client Management Activities of MIZAN ISLAM & CO

Abstract

This report is based on the internship program and the core objective of this report is to evaluate the service quality and client management activities of MIZAN ISLAM & CO. Service quality is a measure of how a service organization understands its clients' needs and fulfills their expectations as demanded. Understanding how to improve the service quality of an organization’s service is the key step to growth for that organization. Therefore, measuring and improving service quality requires valuable art. On the other hand, client management is the process of overseeing and coordinating an organization's interactions with its clients and potential clients. Therefore, service quality and client management are closely related and how they are managed is the main concern of this report.

Mizan Islam and Company provide a wide range of assurance services based on the nature of the client I have worked as an intern & dealt with different of clients and developed client management activities in the marketing department. Mizan Islam and Company, It's one of the oldest chartered accountancy firms in our country. This firm has been practicing for more than 30 years. Based on the study this report has been divided into several chapters. It starts with the introduction, and then an industry & firm overview and analysis are given. It includes the details of Porter's five forces model. SWOT analysis for the firm overview is also provided. Hence the title topic is client management activities a five-point Likert Scale for measuring the service quality dimension and also the clients' rating. After that, the findings chapter shows the evidence of data collection and analysis. In evaluating the service quality of Mizan Islam and Company, five service quality dimensions are used. Based on the data collection and analysis, several recommendations and conclusions are forwarded.