Bangladesh University of Professionals

(Faculty of Business Studies)

Term Paper on,

Customer Relation Management Of Taqwa Restora
Submitted By:
Name: Israt Jahan Rowsy
ID No:119
Section: B
Course Code: BUS7101
Course Title: Presentation Skill Development
Submitted To:
Major General Mohammad Quamruzzaman
Department of Business Administration- General
Bangladesh University of Professionals

Submission Date: 8 December,2023

 Letter of Transmittal

Dec 8,2023
Major General Mohammad Quamruzzaman
Professor
Bangladesh University of Professionals
Subject: - Submission of Term paper on “Customer Relationship Management of
Taqwa Restora”
Respected Sir,
As-salamu-alaykum I, Israt Jahan Rowsy, hope that you are doing fine and staying
safe by the grace of Almighty Allah. I would like to cordially present you my term
paper on “Customer Relation Management Of Taqwa Restora”. I found the topic
really interesting, innovative and informative. I have learnt many important
managerial aspects while carrying out this task. This term paper helped me to
learn about CRM in details. I hope that you will consider this report useful and
thorough enough.
Yours Sincerely,
Israt Jahan Rowsy
ID No: 119
Section: B

1
 Acknowledgement

At first, I would like to thank the almighty Allah for giving me physical and
mental strength, ability, blessing, and opportunity for successfully carrying out
the term paper on time.
I am grateful to our respectable course teacher Major General Mohammad
Quamruzzaman , Professor, Bangladesh University of Professionals, for
allowing me to do such interesting and knowledgeable work. Without his
proper and precise instruction, this paper would not be in its current form by
this time.
Last but not the least, I would like to thank my parents and all the friends who
have always stood by and supported me both morally and practically.
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Abstract

Customer relationship management is known as CRM. Customer Relationship

Management (CRM) in the hotel industry is a process of building and managing
profitable relationships with customers. It is a strategy that involves all
departments within an organization and all levels of employees. The goal is to
enhance customer service and increase customer satisfaction.

This Term paper's goal is to hypothetically examine the relationship with CRM of
Taqwa Restora. Customer service is the dedication to offering value-added
services, such as attitude awareness, technical assistance, and prompt, high-
quality service, to both internal and external customers. It is a customer's
interaction with a business that shapes their opinion, whether favorable or
unfavorable. Businesses are being forced by increased competition—profit or
nonprofit—to focus more on keeping consumers happy, which includes offering
excellent customer service.The practice of giving a competitive edge and adding
perks to customers in order to increase their overall worth is known as customer
service.

Keyword: Customer Relationship Management, Consumption of Taqwa Restora’s

products, Frequency of purchase, Customer Satisfaction, conclusion.
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Table of Contents
Letter of Transmittal................................................................................1

Acknowledgement ..................................................................................2

Abstract...................................................................................................3

Introduction............................................................................................4

Objectives ..............................................................................................4

Methodology………………………………………………………………………………………5

Literature review………………………………………………………………………………..6

Main Body………………………………………………………………………………………….7

Recommendation………………………………………………………………………………7

Conclusion…………………………………………………………………………………………8

Referencess……………………………………………………………………………………….8
 INTRODUCTION

The word Taqwa ( Arabic : ‫ ) تقوى‬means to abstain, to live, to be free, to fear, to

protect oneself. In the practical sense it means piety, piety, abstinence, fear of
God, fear of God, self-purification, awareness and knowledge of God and truth,
"piety, fear of God" etc.
Taqwa is one of the most popular hotel in mohammadpur,Dhaka. which offers
various options of bharta, bhaji, and bangla foods. The restaurant also
sells borhani and soft drinks.
History-The business was started on 2015 by a cook Mohammad Hossain. After
he died in 2017, his son, Mohammad Golam Hossain took over and continued the
family business without making any changes in style and tradition. Mohammad
Hossain named this hotel of his wife’s name.
Location- This is only branch of Taqwa. It is located at Mohammadia housing
limited, house 85 Rd no.4, Dhaka 1207.

Objective-
1. To determine the level of customer satisfaction.
2. To determine the customers concern and preferences about the quality of
food and service.
3. To determine the level of price that may affects consumer’s choice.
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Methodology

I have used only one type of research method that is questionnaire method. I
have done some primary research also to get certain information which cannot
be asked to the consumers.After deep analysis I have gathered all the information
together and interpreted some important aspects about Taqwa.
I have asked 10 people and 7 of them were willing to reply.5 of them were male,3
of them were students and 2 of them were work holders , 2 of them were
female.1 is a working women and other is student.About 55% consumers have
chosen Taqwa for it’s food quality.30% consumers have chosen it for comfortable
facilities and service qualities.Rest of the consumers have other reasons like
prices of the food,food quality and so on.
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Literature Review

The bhorta items are the best selling products of this restora. The purchase of
bhorta has ontumbered my attention. There was about 60% male and 40% female
consumers consumed bhorta several time weekly. Most people have tried
beef,mutton,chicken,fish,vegetables and many more.many customers also have a
combined choice of purchase.
Most people think that the prices of bhorta should be around 20 tk (per
bhorta).some accept the current prices like 50-100 tk,which bhorta they take
depends on that. Customers are happy for their behavior.
There restora got busy at lunch time between 12-3 pm. After that the foods don’t
exist.
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Main Body
Most of the consumers of Taqwa have steady growth in their consumtion pattern.
According to the survey, I found that male visits here several times monthly
about 63%.37% are female, mostly are students and service holders.

Almost all the respondents are satisfied with Taqwa’s experience. More than 60%
consumers feel that they would not change to any other restora for bhat bhorta
around mohammadpur. However some consumers may shift over to another as
they are price conscious people.
Very interesting part is they are going to open their online food service very
soon.It will be great for their regular customers.

Recommendation
Regardless of the positive response that Taqwa’s bhorta commanded from the
respondents,there were some recommendations given by the respondents in
order to improve Taqwa’s experience further.
One od the major recommendations given was Taqwa should bring up some new
items.people also believe that service quality should improve more and staffs
should give proper respect to the consumers. The authority should be aware of
the time that consumer can give for the products they wanted to purchase. They
should maintain the time so that people never gets upset.
So, in short, time, service quality and off course the product price should be
maintained at a satisfactory level.
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Conclusion
The aim of this paper was to theoretically analyze the concept of CRM and
customer retention. It was observed that customer relationship management is
very essential for success in any business. All these factors have a positive impact
on customer retention. CRM is also closely related to customer loyalty which
helps to keep the customer intact with the business. The quality of service greatly
affects customer loyalty; implementing good CRM will result in greater loyalty
among customers. So it can be concluded that the aforementioned factors and
customer loyalty should be observed in a restora to maintain long run relations
with customers who directly influence the profitability of a restora.

REFERENCES:-
www.google.com

Mr.Azad(manager), Management of Taqwa restora,15 Nov,2023, Mohammadia

housing limited, house 85 Rd no.4, Dhaka 1207.
Ridhita (customer),Customer satisfaction,16 Nov,2023, Mohammadia housing
limited 2.
Akash,(customer),service of Taqwa, 16 Nov,2023,Mohammadia housing limited 8.