Huda Alsaadoun
Summer Semester
2019
Saudi Electronic University
College of Administration and Finance Sciences
E-Commerce Department
ECOM 430: Cooperative Training
Summer Semester | 2019
Student Name: Huda Alsadoon.
ID: 150192297
CRN: 30039
Company Name: Tamkeen Alkafa’at Human Resources.
Working hours per week: 8
Training Start Date: 19/06/2019
Training End Date: 6/8/2019
This Report is Submitted in Partial Fulfillment of the Co-Op Training Program
Date: 25/7/2019
1
Huda Alsaadoun
Summer Semester
2019
Acknowledgment
I want to take this opportunity to thank everyone at Tamkeen Alkafa’at for designing a
conducive environment at the company. I felt welcomed and appreciated because the people I
interacted with were enthusiastic and willing to engage with me. I have to that our institution for
establishing this provision where students can be exposed to practical elements of their learning
and be introduced to the real world environment where their skills will be useful.
During my coop, I was assigned to particular individuals and head of departments who
were all knowledgeable and very cooperative when it came to giving me the guidance I needed. I
and other individuals present at the company for practical studies were orientated by the human
resources representative.
I also have to thank the leadership of Tamkeen Alkafa’at for giving me this opportunity to
learn in their enterprise and to use my theoretical skills to promote problem solving. Being an
institution that embraces teamwork, I worked with other members of various functional teams. I
therefore take this opportunity to acknowledge their effort and contribution to my learning, and
more importantly, the important advice that they gave on how to improve my career.
Finally, I use this opportunity to appreciate my supervisor who walked this journey with
me, offering me valuable guidance, evaluating my efforts and ensuring that I had something to
learn at each step. My family members were supportive throughout the process and I have to thank
them for supporting me.
2
Huda Alsaadoun
Summer Semester
2019
Executive Summary
The foundational purpose of this report is to document my experiences during the coop
operations at the training organization. The report will provide a description of the company based
on its profile features. Additionally, the analysis will describe the organizational structures of the
company as well as the services offered. As a company that innovates ultimate solutions, the focus
of this research will be explaining my perspectives and experiences as I worked and learnt at the
institution. This report will document the specific activities that I engaged in at the company and
the specific lessons that I learnt. A portion of this report will also examine my own reflections of
the experience and important lessons or realizations that I have made. Moreover, I will provide my
own viewpoint regarding the importance of this exercise and how it has benefited me. This portion
will include a comprehensive analysis of how my skills and competencies have improved as a
result of the learning activities and practical exposures realized from the coop.
Given that this is a training program, the specific nature of the exercise is such that I will
be exposed to different practical work environments where I will apply theoretical knowledge from
course material. Having learnt the theoretical aspect of organizational operations in class, this will
be an exercise where I can affirm concepts learnt in class and use this knowledge to be contributive
and valuable to other employees in the company. My learning experiences at the company will
have a wide scope because I will move from one department to the other. Therefore, the specific
nature of this assignment is a training process. As a learner, I will be able to recall the concepts I
have learnt and use them to influence my critical decision making and problem solving as required
in the work environment. Finally, I will be required to document my experiences and narrate
activities I undertook and to offer recommendations for future learners as with regards to the
importance of this exercise in improving their learning outcomes.
3
Huda Alsaadoun
Summer Semester
2019
Table of Contents
Contents
Acknowledgment ......................................................................................................................................... 2
Executive Summary .................................................................................................................................... 3
Chapter 1 ..................................................................................................................................................... 5
Introduction ................................................................................................................................................. 5
2.5.1 Company Profile ................................................................................................................................ 6
2.5.2 Objectives.......................................................................................................................................... 10
2.5.3 The Coop Plan .................................................................................................................................. 11
2.5.4 Role and Responsibility ................................................................................................................... 12
2.6
: Coop Work Description and Achievements ............................................................................. 13
2.6.1 Project/task Definition in Detail ..................................................................................................... 13
✓
Social Media Management.................................................................................................................. 13
✓
Research and Development ................................................................................................................. 14
✓
Web Development and Web Design ................................................................................................... 15
✓
Digital Marketing ................................................................................................................................ 16
✓
E-commerce Management .................................................................................................................. 17
2.6.2 Methodology Adopted for Solving the Problem ............................................................................ 18
2.6.3 Details of Tools Used ........................................................................................................................ 19
2.6.4 Data Collection and Analysis .......................................................................................................... 20
2.6.5 Theoretical Background Used in Problem Solving ....................................................................... 21
2.7
: Student Insight ............................................................................................................................ 22
2.8
: Conclusions and Recommendations .......................................................................................... 24
References .................................................................................................................................................. 25
Table of Tables
Table 1: Represents the details of services provided by the company to clients/customers…...….7
Table of Figure
Figure 1“Organizational structure” ............................................................................................................... 7
Figure 2Theoretical Background Used in Problem Solving ......................................................................... 21
4
Huda Alsaadoun
Summer Semester
2019
Chapter 1
Introduction
Tamkeen Alkafa’at (https://tamkeenhr.sa/en/) is a human resources service organization
based in Riyadh, Saudi Arabia. It is a service company that focuses in providing affiliate
human resource services to client organizations within and beyond Saudi Arabia. It also
engages in the development of innovative integrated systems designed to satisfy the
specific goals submitted by its clients. As a committed organization, it defines its processes
and operations using its goals. As a socially responsible organization, this company is
committed to the launch and participation in various socially responsible activities that
benefit the whole Saudi society. Under this goal, the objective of the organization is to
contribute to the nationalization process. Secondly, as a human resource service provider,
it is sensitive to the pursuit and creation of opportunities. The company searchers for
individuals with quality qualifications and conducts the placement where they are
positioned in places where they can work. To operate in governmental and commercial
sectors, the company has partnered with other entities. As a result of its partnerships, the
company has widened the scope of its services. Finally, this company is committed to
promoting innovation. As a support service provider, the company develops innovative
plans for its clients. While doing this, the business conducts assessments that are essential
in identifying solutions and opportunities for its clients.
5
Huda Alsaadoun
Summer Semester
2019
2.5.1 Company Profile
The full title of the company is Tamkeen Alkafa’at Services, as already mentioned, the
company’s business slogan is “We innovate the ultimate solutions” (Tamkeen Alkafa’at, 2019).
The company has been operating for years. The field of human resource management remains an
important component of many organizations. The shift towards industrialization in Saudi Arabia
has seen support sectors such as affiliate human resource management thrive. This company is one
of the best performing establishments in this industry. Having operated for many years, the
company has developed a huge clientele and has utilized its experience in the field to provide
innovative support services. In correspondence to the changing business environment in Saudi
Arabia, this business has a dedicated website where clients are introduced to facts about the
business as well as its core services. To help clients understand its line of business, the website
serves as a source of information for clients. Additionally, the website also has contact information
through which customers can reach the company.
The type of ownership at a company determines its legal structure. In this case, this
company is a publicly traded company where shares are made available to the public through the
stock exchange. However, the company is governed by a directorship which reports to the
stakeholders through annual meetings (Cavazotte & Chang, 2016). Therefore, being a publicly
traded corporation, many shareholders have competitive stock levels.
6
Huda Alsaadoun
Summer Semester
2019
Figure 1“Organizational structure”
As already mentioned, this company operates in the human resource industry where it acts
as a professional network, linking candidates for employment with companies that have the need
for candidates to fill the positions they need. As a service provider, the company focuses on the
provision of different services to become valuable to its client organizations. The table below
details the various services offered by the business and a description of what each entails.
1.
Service
Description
Talent scouting and recruiting
This company provides assistance to companies when they want to
recruit appropriate qualifications. As a recruiter, the company also
improves the skills of employees to help them become valuable assets
to companies. As a human resource establishment, its most
fundamental role is recruitment and selection.
2.
Business counseling services
As a consultancy firm, the business provides business counseling
services to client companies. These consultancy services involve
building human resources capacity at the companies. This business
understands the needs of its client companies and works towards
availing these necessities in a bundle.
7
Huda Alsaadoun
3.
Executive leadership scouting
Summer Semester
2019
Leaders are the most on-demand candidates in most sectors in Saudi
Arabia (Tamkeen Alkafa’at, 2019). This is because of the important
contributions they have on the progress of the organization. This
company helps its client organizations to scout for and equip leaders
to perform. Additionally, the company maintains its own list of
executives that can be delegated to work at different capacities and
help organizations prosper.
4.
Training and improving executives
Training and employee empowerment are two of the most important
human resource functions (Lashley, 2012). This company helps its
client organizations by providing training consultancy. In this service,
the business works to empower employees by improving their skills
and competencies to promote growth and development of the
organizations they work for.
5.
Performance systems
Performance and employee appraisal are equally important operations
in an organization. This company provides consultancy services to its
client companies by helping them, acknowledge and develop skillsets
that guarantee improved outcomes. Essentially, the process of
improving skills and talent in an organization not only involves
training them, but also evaluating their effort. This company helps its
customers by developing innovative approaches with which to assess
the performance of employees and how to motivate performance.
6.
Human resources attribution
This company assists its client businesses by availing services
directed towards attribution (Tamkeen Alkafa’at, 2019). First, cost
reduction objectives are shared by many organizations. This company
helps to develop an approach to human resource management and
performance management that is cost-effective. Secondly, effort
management involves organizing employees in a way that guarantees
the best out of their efforts. Managing human resources is very
important because employees are a critical resource. This company
helps businesses to determine the best human resource configuration.
“Table 1 represents the details of services provided by the company to clients/customers”
8
Huda Alsaadoun
Summer Semester
2019
Based on the analysis above, this business has a large variety of human resource services
to offer its clients. Each client is considered to be unique based on the human resource
requirements that they have. It should be understood that these services are designed to bridge the
gap between jobseekers and organizations. As organizations benefit from these tailored services,
individual candidates are also exposed to networks that help them improve their careers.
Furthermore, they are also empowered through training and coordinated skill development.
9
Huda Alsaadoun
Summer Semester
2019
2.5.2 Objectives
i.
Learn and engage in research and development activities by assuming a practical role in
research activities at the company.
ii.
Identifying and characterizing social media marketing approaches as well as participating
in social media marketing management activities.
iii.
Participating in web development and web design activities.
iv.
Learning by participating in e-commerce management practices at the company.
v.
Engaging in digital marketing activities.
10
Huda Alsaadoun
Summer Semester
2019
2.5.3 The Coop Plan
After being introduced into the company, my first task was to discuss my goals and
objectives with the company advisors. The advisors helped me to understand the organizational
structure of the company and various elements of importance to my internship. Additionally, from
the information gathered during this discussion, I developed a coop plan which would take 8
weeks.
Training Responsibilities :
1- Social Media Management .
2- Research And Development.
3- Web Development And Web Design.
4- E-Commerce Management.
5- Digital Marketing.
11
Huda Alsaadoun
Summer Semester
2019
2.5.4 Role and Responsibility
As an intern, my role at the organization was to work under my supervisors and follow
their guidelines as I continued learning. The job position that I was given is that of a guest worker
or volunteer. It was clear that my most important objective was to learn by participating in
activities at the company. Critical to this role was that I would be working under my supervisor
and other workers who would guide me. Additionally, I had the responsibility of reporting to the
supervisor regarding my progress and problem solving experiences at the company.
12
Huda Alsaadoun
Summer Semester
2019
Chapter2
2.6: Coop Work Description and Achievements
As an intern, my main role was to pursue learning objectives set out for this internship
exercise by my supervisor. I understand this to be an exercise that adds to my learning program
and course profile. Therefore, this section will include a chronology of the specific roles, activities
and responsibilities that I undertook at the company.
2.6.1 Project/task Definition in Detail
✓ Social Media Management
As a company that has huge presence in the internet, social media remains an important
platform for the business. During my time at the company, one of my tasks was to participate in
social media management operations. This included determining what social media platforms had
the greatest exposure for the company. Additionally, I was involved in content creation. As an
affiliate human resources company, it networks with job seekers through social media and its own
website. The company has a digital marketing strategy that involves identifying which platforms
are commonly used by the people of Saudi Arabia and then reaching them through that social
media platform. At this department, I got to participate in operations for managing the company
website and linking content from social media to the company website. As I will cover in this
internship report, this company also has a dedicated digital marketing department where other
digital marketing tools are managed. The reason why social media is given its own department is
because it is an emerging marketing platform that is having greater influence on the clientele of
this company as compared to other marketing platforms (Heller Baird & Parasnis, 2011). I wanted
to understand why social media receives greater organizational and marketing effort from this
company. I was informed that social media marketing was an emerging trend that made it possible
for companies to market directly to customers and develop social forums where people can discuss
the unique services provided by this company.
Social media management can be defined as the use of systematic approaches and tools to
coordinate the use of social media platforms to pursue organizational goals in marketing, internal
communication and online transactions. During this internship, I took the opportunity to
13
Huda Alsaadoun
Summer Semester
2019
differentiate the characteristic features of various social media models employed by the company.
For instance, I focused in the difference between individual accounts and business accounts in
terms of display image, type of tweets and account name.
Design Types
Content development is at the heart of any social media or digital marketing operation. Given that
the company uses many different digital marketing methodologies and social media platforms, my
focus was shifted to the development of quality marketing content. There are different types of
digital marketing content as will be described here;
✓ Graphic designs
Graphic designing is a problem solving approach that utilizes visual communication and
employs different techniques such as illustration, typography and photography.
✓ Infographic
Another method of visual representation of information where charts, imagery and minimal
text are used to promote delivery of messages to an audience.
✓ Promotion
In marketing, promotional activities are conducted to increase awareness and improve
brand loyalty. Social media marketing approaches are designed as promotional tools that
increase popularity of a brand.
✓ Motion graphic
These are digital footages and animations designed to create an illusion or virtual message
that can be used to promote products and services.
✓ Research and Development
✓ As a scholar and progressive learner, research and development are tools that I can employ
to improve my knowledge. In a practical environment such as one provided by this
company, research becomes an important tool with which to collect new information and
solve problems affecting efficiencies at the company. As already mentioned, this company
uses its website as the main communication platform where it interacts with customers.
Therefore, my first research activity involves studying two important aspects of the
company; competition and customer turnout. To determine the level of competition that
14
Huda Alsaadoun
Summer Semester
2019
the company is subjected to, I did a research on the competitive environment where I
identified the various competitors, their features and relative performance.
✓ Secondly, I also conducted a research on the traffic the company gets in its website by
evaluating the customer turnout. Customer turnout was compared to job positions and the
International Human Resources Company. Besides engaging in Word Press optimization
operations, also conducted a SWOT analysis of the company. I considered four different
applications; Wadhefa, Bayt, Mihnati and IHR. For each of these targeted applications, I
evaluated the strengths and weaknesses of each to determine how their profiles compared
to that of this organization. In my third week at the company, I studied the emerging trends
and issues in the field of human resources by researching the latest news in human
resources. From this research process, I learnt about emerging practices in human resource
management, career opportunities and what technologies have been developed to improve
the industry.
✓ I used research tools to compare the application Ihr in mobile platform as well as how it is
utilized by competitors. From my research, I established that the application provides
compatible views for many different devices. Additionally, it is a good platform for
connecting companies and manpower. Furthermore, the site is clear and equipped with the
latest human resource news and trending issues regarding employment in the kingdom.
Moreover, social media broadcasts the latest functionality available in both English and
Arabic.
✓ Web Development and Web Design
✓ My tasks and responsibility in web development was to work with my supervisor in this
department to engage in developmental processes at the design sage. There were several
design programs used to make designs for websites. I had to help by proposing a website
design that could be evaluated among others. In this department, we worked in teams of
three. I was able to develop a design for a website that integrated social media platforms
and other digital marketing methodologies. Besides web design operations, there were also
tasks in development that included content development and performance analytics. Web
analytics was important because it was a way of evaluating the performance of a website.
15
Huda Alsaadoun
Summer Semester
2019
For example, this company was interested in evaluating the traffic of customers visiting its
official website. Web analytics does not only provide this information, but also profiles
this data in a way that it informs marketing operations at the company. I was keen to
understand the flow of information within the company. Before a given strategy is agreed
upon, all the departmental heads must be consulted to find out the challenges they are likely
to have during the implementation stage.
✓ During the internship, I learnt about steps used to create a site at wordpress. Additionally,
I learned about approaches used to get web hosting and how to register a domain. I also
researched how to set up a website as well as design processes used to create and structure
websites. Furthermore, there are numerous ways of adding content to a website. I learned
about these methods and therefore I am now capable of developing and adding content to
a website.
✓ Digital Marketing
During my internship, I took my time to consolidate my learning and promote areas where
I needed significant progress. I got to understand the importance of digital marketing in this day
and age. Therefore, I obtained a certificate in Digital Marketing Basics during this time. I showed
a lot of interest in digital marketing as one of the most important operations for modern internet
based companies. To position myself to contribute to operations at the company, I used my
knowledge to assist in operations at this department. I expanded my knowledge of digital
marketing by working with different digital marketing tools that were available and in use at the
company.
Design of a job advertisement based on the structure of the job placement announcement:
Job Title
Salary
Workplace
Company Profile
tasks and responsibilities
Major Requirements
16
Huda Alsaadoun
Summer Semester
2019
It was sent on Twitter and added to your website at iHR(International Human Resources)
I focused on creating marketing emails that are unique to regions based on the market
segment targeted by the company. Also, I participated in enhancing CVs and sending messages to
candidates. Besides scheduling tweets in Twitter, one of the most common social media platforms
in the kingdom, I also participated in writing job offers in both languages depending on the job
market targeted.
✓ E-commerce Management
This company operates as an e-commerce business model where it uses the internet to connect
companies with candidates for positions advertised. Being that there are specialized services it
offers to its client organizations, the company also uses its e-commerce platform to engage with
customers and schedule service delivery (Kwahk & Ge, 2012). I realized that the company
employs different e-commerce tools in its business strategy. As a result, there was need for a
management station where the different e-commerce tools are managed. I took part in e-commerce
management practices where I collaborated with other workers. One of its most important
successes is the signing of an agreement with Ministry of Labor and Social Development.
I was responsible for setting up a marketing plan for client companies and to advertise on their
behalf using iHR. Also, I suggest a special platform for the owner to manage and modify
advertisements.
17
Huda Alsaadoun
Summer Semester
2019
2.6.2 Methodology Adopted for Solving the Problem
I worked out each task by getting instructions from my supervisor and accomplishing the
task using these instructions. In any case I needed help, I contacted the workers around me who
helped me. As I have described above, each section was characterized by unique tasks and
operations.
✓ During my work at the company, I was exposed to problems, most notably the way to
communicate with the target employers to view their vacancies with iHR. I had to call or
go to them to give them presentations and introduce the platform to them.
✓ When creating an account in wordpress I experienced problems with the domain
registration. However, the supervisor was very helpful in assisting me with working around
the problem.
18
Huda Alsaadoun
Summer Semester
2019
2.6.3 Details of Tools Used
I employed a variety of tools during my internship depending on the project I was pursuing.
When researching about issues in the internal environment of the company, I used two tools,
interviews and questionnaires. These tools were very helpful in gathering information from other
workers and departmental managers. When I was participating in actual tasks, I employed my
theoretical knowledge, computer skills and other problem solving skills to accomplish work. As a
critical thinker, I determined which specific concepts were applicable to the task at hand. I realized
that in each department, there were different technical and theoretical background knowledge and
skills required. Therefore I used my individual decision making to decide which technical or
theoretical knowledge was best suited for a given task.
19
Huda Alsaadoun
Summer Semester
2019
2.6.4 Data Collection and Analysis
I was not able to interact with every worker in each department. Therefore, for purposes of
effective data collection, I used sampling techniques to collect data. This involved identifying
workers at the department and engaging with them. Similarly, when reviewing the competition
landscape, I sampled only the most competitive companies whose actions have an impact on
strategy execution at the company.
20
Huda Alsaadoun
Summer Semester
2019
2.6.5 Theoretical Background Used in Problem Solving
As I will explore in detail in the reflective section of this report, courses I have learnt in
university were very helpful in empowering me to accomplish tasks assigned to me. Courses that
I have done dealing with statistics, computer, information technology, communication, critical
thinking problem solving, business management and administration have all been helpful during
this internship. I had to recall the concepts I learned in each of these courses to navigate the tasks
assigned to me during this internship. As most of my learning has been theoretical, I depended on
my technical knowledge of simple tasks to accomplish more at the company. For those tasks that
required greater technical knowledge, I consulted experienced employee at the company who gave
me the guidance I needed.
I did statistics and analysis of the sites as I learned in the methodology of
statistics(STAT101), which was studied in the third level. I took advantage of the tools at
https://www.semrush.com/.
Figure 2Theoretical Background Used in Problem Solving
21
Huda Alsaadoun
Summer Semester
2019
Chapter3
2.7: Student Insight
While working at this organization, and as a result of my learning experience from the tasks
and operations, I can say that this was a wonderful and deserved learning exercise. I developed a
good working relationship with my superiors and colleagues. I was able to respect and maintain
consistency with the schedule that I developed with the help of advisors from the company. From
my own point of view, this was an operation that tested my ability to apply knowledge gained from
theory in class and their relevance to actual production processes.
I was able to make important improvements to my skill set and technical abilities. I used
different techniques and tools to accomplish the different tasks assigned to me. As I have already
mentioned, I had good background knowledge from my theoretical work in courses at the
university. Therefore, my comprehension of tasks and concepts within the organization was very
good. I believe that my knowledge in this sector has dramatically improved. For each of the
technical areas where unique tools and competencies were required, I have gathered important
technical knowhow in design processes, maintenance operations, content development and other
technical problem solving operations.
I am not able to identify with any specific challenges or problems that affected my ability
to learn. This is precisely because I had sufficient support in terms of supervisors and my superiors
showing concerns for m learning and giving me the guidance I needed. The only thing I can
mention is resources. At times, I lacked the resources to experiment with alternative solutions that
I believed could solve particular problems. With limited resources at my disposal, I could only
make two or one trial in each case. This limited my ability to experiment with concepts. To deal
with this challenge, I limited the number of alternative approaches in each problem to two or three.
In cases where resources available could not service three alternatives, I developed a priority model
which helped me determine the two best alternatives to implement. There are situations where this
solution worked perfectly and situations where it did not. There were problems that had multiple
solutions. In this case, the limitation of resources made it impossible to determine what the best
solution out of all possible solutions could be recommended for implementation.
22
Huda Alsaadoun
Summer Semester
2019
I was successful in completing each of the tasks that were delegated to me. One factor that
contributed to this success was that I adequately planned and organized myself well during the
internship period (Anthony, 1981). Immediately after being introduced to the company, I
developed a schedule that ran for 8 weeks and highlighted my activities for each day at the
company. As already mentioned, advisors and my supervisor from the company were very helpful
during planning. They helped me to schedule learning activities and operations at the company.
My supervisor at the company was committed to reviewing my progress and suggesting actions
that I should take to cover more ground at the company and improve my learning experience.
After realizing the benefits of this practical exposure, I need more exposure to an
environment like this to develop more technical skills that I will need before entering a new job.
While my critical thinking was exceptional, my problem solving skills required more work and
practice. I believe this is an objective that I can accomplish with more practice in a real company
such as this one. To develop these technical skills, I will subject myself to more months of
internship at a different institution to widen my experience.
23
Huda Alsaadoun
Summer Semester
2019
Chapter4
2.8: Conclusions and Recommendations
My first objective was to learn and engage in research and development activities by
assuming a practical role in research activities at the company. I achieved this objective by
engaging in various research operations where I practically participated in conceptualization, data
collection and analysis of the data collected. The second objective was identifying and
characterizing social media marketing approaches as well as participating in social media
marketing management activities. While working in social media management division, I used
different social media marketing approaches to help the company engage more with its customers.
The third objective was participating in web development and web design activities. I
accomplished this objective by participating in a web designing operation where we worked in a
team of three to deliver a web design template that could be considered. Another objective involved
learning by participating in e-commerce management practices at the company and engaging in
digital marketing activities. Because these objectives are related, I achieved them by working with
different digital marketing tools at the company.
There is a relationship between e-commerce and digital marketing. This relationship was
well demonstrated by how the company used different digital marketing approaches to enhance ecommerce objectives. The main strength of this internship program is that it introduces and
exposes the student to a practical environment where different theoretical concepts are tried and
tested. I could not find any area where this exercise demonstrated weakness or limitations.
However, there are changes that I would recommend be done to improve the learning experience.
While I found this company to be proportional to the amount of time I spent at the company, I
believe that students going to larger companies should be given more time to learn better and
explore more of the company they are learning about (Divine, Linrud, Miller, & Wilson, 2007). I
believe that making the internship duration dependent on the size of the company improves the
learning experience for the student.
24
Huda Alsaadoun
Summer Semester
2019
References
Anthony, W. P. (1981). Using internship for action learning. Journal of European Industrial
Training, 5(1), 11-16.
Cavazotte, F., & Chang, N. C. (2016). Internal corporate social responsibility and performance: A
study of publicly traded companies. BAR-Brazilian Administration Review, 13(4).
Divine, R. L., Linrud, J. K., Miller, R. H., & Wilson, J. H. (2007). Required internship programs
in marketing: Benefits, challenges and determinants of fit. Marketing Education Review,
17(2), 45-52.
Heller Baird, C., & Parasnis, G. (2011). From social media to social customer relationship
management. Strategy & leadership, 39(5), 30-37.
Kwahk, K. Y., & Ge, X. (2012). The effects of social media on e-commerce: A perspective of
social impact theory. 2012 45th Hawaii International Conference on System Sciences
IEEE, 1814-1823.
Lashley, C. (2012). Empowerment: HR strategies for service excellence. Routledge.
Tamkeen Alkafa’at. (2019, 6 24). Tamkeen Alkafa’at Services. Retrieved from Tamkeenhr.sa:
https://tamkeenhr.sa/en/
25
ECOM 430: Cooperative Training
Presentation
1439-1440 H
Summer Semester
Company :Tamkeen Alkafa’at Human Resources.
Name:Huda Alsaadoun.
ID: 150192297
CRN:30093
Mark:
Mark level:
Comments:
Tamkeen Alkafa’at Human Resources.
Introduction
•
The
Training
Organization:
Tamkeen
Alkafa’at is a human resources service
organization based in Riyadh, Saudi Arabia.
•
It is a service company that focuses in
providing affiliate human resource services
to client organizations within and beyond
Saudi Arabia.
•
As a human resource service provider, it is
sensitive to the pursuit and creation of
opportunities.
•
The company searchers for individuals with
quality qualifications and conducts the
placement where they are positioned in
places where they can work.
Objectives
Learn and engage in research and development
activities by assuming a practical role in
research activities at the company.
Identifying and characterizing social media
marketing approaches as well as participating in
social media marketing management activities.
Participating in web development and web
design activities.
Learning by participating in e-commerce
management practices at the company.
Engaging in digital marketing activities.
Trainee Responsiblities
5
E-Commerce Management
4
3
Web Development and Web Design
2
1
Digital Marketing
Research and Development
Social Media Management
Social Media Management
Social media management is the process of managing content and interactions across
social channels.
Differences between personal and business social media.
Personal
Business
Social media Profile pictures
Social media Contacts
Social media Posts
Social media name
Designs
Graphic Design
Infographic
Promotion
Motion graphic
One of my tasks was to participate in social
media management operations.
This
included
determining
what
social media platforms had the
greatest exposure for the company
Research and Development
Research
Research is an important tool with which to
collect new information and solve problems
affecting efficiencies at the company.
Development
Development is used to underpin your main Business Plan
and essentially it sets out a standard approach for
developing new opportunities, either from within existing
accounts or by proactively targeting brand new potential
accounts
Competitors
Customer
Design
International Human Resources
organization is Provide the most valued productivity HR
solutions, and position the organizations for growth.
Web Development and Web Design
First Step
Usually, web designers are responsible for the
design of the visual layout of websites. Excellent
designers are good at the using of a variety of
concepts, such as color collocation, typesetting,
spatial relations and user experience.
Second Step
Through the use of graphic design software and
prototyping tools, web designers could create
the initial version of a website. Then the
completed design will pass to web developers
for coding.
Third Step
Web developers are generally considered as a
group of people who use the left brain to
develop the coding of products. Under normal
circumstances, Web developers get the design
of the page from the Web designer and then use
front-end development technology to encode
these pages.
Create Website
1
3
Get web hosting and
register a domain
Design Your Website
Domain Name (a web address like
YourSiteName.com)
Web Hosting (a service that
connects your site to the internet)
Create a special design for
the site and your identity and
logo design
2
Research Set Up Your
Website
Now it’s time to get your
website up and running.
The first thing you’ll need to
do is install WordPress to
your domain.
4
Add Content To Your Website
Adding and editing pages
Digital Marketing
all marketing efforts that use an electronic device or the internet
This practice promotes your brand and your
content on social media channels to increase
brand awareness, drive traffic, and generate
leads for your business.
social media
This is the process of optimizing your
website to "rank" higher in search engine
results pages.
search engines
Companies use email marketing as a way
of communicating with their audiences.
Email is often used to promote content.
email
How To Write A Job Advert ?
Salary
Job Title
Workplace
Company
Profile
tasks and
responsibilities
Major
Requirements
E-commerce Management
Business Modal
Teamwork
This company operates as an e-commerce business model
where it uses the internet to connect companies with
candidates for positions advertised.
There was need for a management station where the
different e-commerce tools are managed.
Project
Success
The company also uses its e-commerce platform to engage with
customers and schedule service delivery
One of its most important successes is the signing of an agreement with
Ministry of Labor and Social Development.
FINALLY
Building
I developed a good working relationship with my superiors and
colleagues.
Brainstorm
This was an operation that tested my ability to apply knowledge
gained from theory in class and their relevance to actual
production processes.
Present Ideas
I was able to respect and maintain consistency with the
schedule that I developed with the help of advisors from the
company.
Research
I can say that this was a wonderful and deserved learning
exercise.
Questions
Thank You For Attending
APPENDIX 4
Academic Report Guideline (Co-op)
The purpose of the Internship Report is offer students to describe their accomplishments and
demonstrate what they learned through participation at Saudi Electronic University. The report
should be submitted within two weeks after you finish your Co-op training Program. In
addition, the report should be approximately 3000 – 4000, single –spaced and consider taking
the following format
1. First Page
First page should display student’s full name, internship start and finish dates, working hours
per week, company/institution name.
This page should be signed by the work and university supervisor off the intern student.
Cover page form
Internship Report
Student`s name :
Student`s ID # :
Training Organization:
Trainee Department:
Field Instructor Name:
Faculty Member:
Field Instructor Signature:
Faculty Member Signature:
Internship Start Date:
Internship End Date:
Course:
CRN:
Academic Year/Semester:
2. A Brief Executive Summary of the Internship
A one-page summary of the company/institution and a short account of the major activities
carried out during the internship period.
3. Table of Contents
Contents of the report with page numbers, list of tables, and list of figures.
4. Description of the company
This section should answer the following questions:
• What is the full title of the company/institution? Give a brief history of the company, full
mailing address and relevant web links
• What is the type of ownership of the company/institution? State the main shareholders and
their shares.
• What is the sector that the company/institution operates in? Specify the products and services
produced and offered to its customers/clients.
• Who are regarded as the customers/clients of your internship company (consider the end users,
retailers, other manufacturers, employees, etc.)?
• Provide an organization chart of the company, along with information on the number of
employees.
• Provide a list of functions performed by different departments/divisions in the internship
organization.
5. Internship activities
This is the main body of your report. During the internship period, an intern may focus on the
following types of analysis and questions. You do not have to answer all the questions in the
list:
• Describe your working conditions and functions, such as: Who is your supervisor (include
his/her name and his/her position); other team members or co-workers and what their functions
are to complement yours.
• Provide an organization chart of the internship organization.
• Provide the department or division layout of the internship organization.
• Provide an overview off the production system or service procedure (what are the
resources, inputs, outcomes, and constraints?)
• Provide a process chart of a major product and/or service.
• What kind of accounting/finance/IT//quality/marketing standards and principles are used in
the organization?
• Discuss telecommunication technologies (Database, Instant Messenger,
Networking, Ecommerce tools) used in the company.
• Describe the quality planning and control activities in the internship organization.
• Describe the quality control activities throughout the life cycle of the product/service groups.
• What kind of financial analysis and decision-making methods are used by corporate treasurers
and financial managers in the internship organization?
• What kinds of incentives are used in order to create more effective and efficient organization?
• What types of marketing, selling, and human resources analysis are performed (cost
system, evaluation of consumers, needs, product strategy, distribution strategy, promotional
strategy)?
• Describe what kind of working documents and analysis you did there and what experiences
you have gained throughout your training.
•A comparison between theory (things you have learned in the classroom) and practice (things
you did or observed at the company) must be made and highlighted.
• Show some work samples that you have encountered/conducted at the company through
graphs, pictures, data, drawings, or design calculations and include them in your report.
Saudi Electronic University
College of Administrative and Financial Sciences
E-commerce Department
Student Name:
Student ID:
Course Title: Internship
Course Code: ECOM430
Academic Year/ Semester:
CRN:
Instructor Name:
Student Grade:
Grade Level:
Course Name:
Student’s Name:
Course Code:
Student’s ID Number:
Semester:
CRN:
Academic Year: 144 /144 H
ر
الجامعة السعودية االلكتونية
For رInstructor’s Use only
الجامعة السعودية االلكتونية
Instructor’s Name:
Students’ Grade:
26/12/2021
Level of Marks:
Final Report
Institution name: National Retirees Association
Student name: Bedor Bader Al-quliti
ID : 130057063
Major:E-commerce
University supervisor: Dr Omar A. Alhassoon
Work supervisor: Abeer Al-Hajili
Starting date:3/2/2019 Ending date:11/4/2019
Working hours per week:30
Total work:300
1
A Brief Executive Summary of the National Retirees Association:
The National Retirees Association Persons was founded in 1426.
With the support of His Royal Highness Prince Nayef bin Abdul-Aziz (may Allah have mercy on him).
The Association's rules were established, enabling it to establish 13 branches.
The Association includes all retirees in the Kingdom (civilians and military) male and female.
Vision:
The National Retirees Association Persons seeks to raise the level of culture and awareness of the
Affairs of retirees. Their status, their abilities and the importance of their respect and preservation
On their rights and facilitate their duties and rectification .The stereotype of retirement, retirees and
Emphasis .The importance of their achievements in the past and their participation in the future.
Mission:
Community benefit from the knowledge and experience of retirees.
Taking care of the health and social status of pensioners.
Gather information, market expertise and conduct studies.
Train and rehabilitate those who wish to work from retirees.
Participate in research, studies and consultations.
2
Table of Contents
Description of the Institution…………………………………………………………………………4
About The Ministry of Labor and Social Development…………………………………………….5
About the Public Pension Agency……………………………………………………….…...……….6
About Abdulali AL-Ajmi company…………………………………………………………………...7
A community partnership……………………………………………………………………………..8
Organizational Chart…………………………………………………………………………………..9
Description of staff work……………………………………………………………………………...10
The National Retirees Association Persons………………………………………………………….13
Service procedure……………………………………………………………………………………..14
Registration method…………………………………………………………………………………..15
Receipt Voucher…………………………………………..…………………………………………..16
Tasks during the training period……………………………………………………………………17
Methods of financial analysis………………………………………………………………………..18
Making decisions…………………………………………………………………………………….19
Effective and efficient organization…………………………………………………..……………20
Analysis performed by The Association of Retired Persons……………………………………..21
An assessment of the internship……………………………………………………………………22
Conclusions………………………………………………………………………………………......23
References………………………………………………………………………………………….24
3
Description of the Institution:
Name of Institution: The main branch of the National Retirees Association in Riyadh. They have 13
branches throughout the Kingdom.
In this report, I will explain the organization of the institution and all the information that achieves the
purpose of this report.
Contacts:
The main mail address:
madina@nra.org.sa
Website of National Retirees Association:
www.nra.org.sa
Twitter of National Retirees Association:
@ksa_nra
Instagram of National Retirees Association:
nra_madina
4
About The Ministry of Labor and Social Development
The Ministry of Labor and Social Development established the attention of community committees,
provincial councils, centers, migration, youth and family care and cooperative societies. It aims at
drawing up the general policy for social and labor affairs in the Kingdom, planning and implementing
projects and contributing to guiding social development.
The Ministry of Labor and Social Development is responsible for approving candidates in the elections as
members of the Board of Directors so that the Director understands the strategy of the Society and its
objectives and vision and translates them into long and short-term plans. The conclusion of agreements
and contracts with private or governmental entities within the limits of his powers. His ability to plan and
lead the work team and high skills in marketing and communication and the ability to persuade and
establish and develop relations and good knowledge of local laws and regulations.
The Association of Retired Persons is a community partnership with some companies and institutions,
whether health or educational.
The Ministry of Labor and Social Development oversees the programs and activities carried out by the
Society and the objectives it aspires to achieve through voluntary social action to serve retirees.
Contact:
Website:
https://mlsd.gov.sa/
5
About the Public Pension Agency:
The Public Pension Agency Is a public legal entity, independent administratively and financially and
administratively linked to the Ministry of Civil Service.
So that the institution will implement civil and military retirement systems benefit sharing system and
the system of extending insurance protection. The Council of Ministers undertakes to implement any
other retirement regulations.
The function of the Public Pension Agency:
The Foundation provides services to pensioners, beneficiaries and subscribers. Pension reform and
human capital development also enhance governance.
Improve Organizational Structure and Regulatory Health.
Community participation between The Public Pension Agency and The National Retirees Association
Persons:
The Public Pension Agency and The National Retirees Association Persons have signed a Memorandum
of Understanding to enhance cooperation between the two parties in the interests of retirees and
beneficiaries. In several areas, including the establishment of awareness-raising programs and activities
and the provision of facilities and benefits to pensioners and beneficiaries.
The Association conducts studies and researches that concern retirees and raise their results to the The
Public Pension Agency.
Contact:
Website:
http://www.pension.gov.sa/Pages/default.aspx
6
About Abdulali AL-Ajmi company:
The company specialized in the construction and maintenance of roads and bridges, infrastructure, work
site processing, development of real estate plans, land transport services.
Signing a Community Development Partnership Agreement 2018:
The company has signed an agreement with The National Retirees Association Persons to be responsible
for hiring employees of the association, including the delivery of salaries and leave and the employee
must send a weekly email report attendance and absence to be informed and follow-up employee level.
The company supports the community and encourages them to experiment with new jobs and
experiences that will benefit them in the future.
Contact:
Website:
http://www.alajmicompany.com/
7
a community partnership:
The National Retirees Association Persons has a community partnership with a large group of companies
and institutions to serve retirees:
The branch of The National Retirees Association Persons continues with many parties to obtain
discounts for the cardholders of the pension card issued by the association to working and affiliated
members and received discounts from some health sites and others.
8
Organizational Chart the National Retirees Association
Branch
Manager
Suleiman Al Harbi
Assistant
manager
Financial
Supervisor
Ali Al Enazi
Muhammed Al Shammari
secretary
Abdullah Al Omri
female
department
Branch
Human Resources
Supervisor
Public relations
Tariq Ibrahim
Hamoud al-Mutairi
Department
Director
Laila Al Harbi
secretary
-
Abeer Al-Hajili
9
Activities and
programs
Mohamed Nasra Allah
Description of staff work
• Tasks of the Branch Manager (Suleiman Al Harbi):
-The branch manager works to understand the society's strategy, objectives, vision, mission,
participation in its preparation and implementation.
- Adopts the policies, regulations and procedures developed to implement and implement the
Commission's strategy.
- Distribute the work and tasks to the staff and customize them according to the needs of the work in the
Assembly.
- Representing the Association in concluding agreements and contracts with private or governmental
entities.
- Supervises the proposal to modernize the administrative and training methods related to the work of
the association.
- Oversees the receipt and follow-up of periodic reports.
- He also supervises the letters issued by the association.
- Supervising the revenues of the association and follow up with the financial supervisor.
- It is concerned with securing the needs of the society and it’s follow-up.
Assistant manager tasks (Ali Al Enazi):
-
-
Supervises the follow-up of the administrative and financial works and the work to achieve the
vision and mission of the Assembly and ensure continuous implementation of the strategic and
operational plans adopted within the limits of his powers.
Follow up the reports received from the branch manager and take appropriate action thereon
after discussing them.
Follow up the implementation of administrative decisions as requested by the branch manager.
To carry out the tasks assigned to him for the purposes of his job.
Acting on the Director of the Branch in the absence of his presence and supervision of all his
duties.
10
Tasks of the Secretary (Abdullah Al Omri):
-
Responsible for keeping and indexing documents and reports and printing the required
documents and documents in addition to organizing the agenda of the branch manager.
All office work is carried out for the delivery of letters received or required for export.
It enters data and prints on the computer.
Carry out calls and calls to the branch manager.
The files of the Association shall be stored based on the rules of classification, indexing and
numbering in respect of its work.
Follow up the implementation of administrative decisions as requested by the branch manager.
Prepare a report on the problems facing him and his proposals and submit them to the Director.
He carries out the tasks assigned to him in connection with the objectives of his job.
Financial Supervisor Tasks (Mohammed Al Shammari):
-
The functions of planning and control are all related to accounts, financial statements, records,
books, accounting policies, forms, and the implementation of financial regulations.
And issuing monthly lists and financial reports to the branch manager.
Oversees the control of resources and expenses, cooperation and coordination with the
Department to record financial statements.
Supervising the preparation of the final accounts in the whole assembly and making sure that they
are completed in time and follow up their audit and approval.
Report on the problems facing him and his proposals thereon to the Director of the Branch.
Human Resources Supervisor (Hamoud al-Mutairi) :
-
Follow-up of administrative, financial and personnel follow-up.
Ensuring the proper functioning of the administrative relations between the administrative and
personnel departments.
Follow up the reports received from the branch manager and take appropriate action thereon
after discussing them.
Supervising the application of recruitment procedures, tests and interviews related to new
employees.
Attention to follow up all disputes that occur between the Assembly, employees, and access to
solutions and keep all information about this confidential.
Developing interviews and recruitment methods.
Establish a system to monitor the daily hours according to the nature of the work and the
administrative level of staff.
11
Public relations (Tariq Ibrahim) :
-
-
To strengthen relations and strengthen the links of cooperation between the association and its
related individuals, government bodies and similar destinations, organize programs and exchange
visits.
Supervising the preparation of a work program to translate the goals into practical plans.
Supervising the deepening of the positive image of the association with others.
Representing the Association in various events, based on a mandate issued by the branch
manager.
Activities and programs (Mohamed Nasra Allah) :
-
Contribute to the needs of members and beneficiaries in relation to services and programs in
coordination with the Director of the branch.
Prepare a plan of activities based on the needs that have been identified and work on their
implementation.
Communicate with all official and non-official bodies for the purpose of providing or marketing
the services and programs of the association.
Ensure that services and programs are provided to the members and beneficiaries in the best
possible manner.
Implementation of services and programs according to approved plan and procedures.
Female department- Department Director (Laila Al Harbi):
General supervision of the Women's Section and follow-up administrative work and work to achieve the
vision and mission of the Assembly and ensure the continued implementation of the plans.
And expand the public relations network with the female component to meet their needs and desires and
support the services through the programs of the society and supervise its evaluation.
Female department- Secretary (Abeer Al-Hajili) :
It is responsible for maintaining and indexing the documents and reports of the women section, printing
the required documents and documents, organizing the agenda of the department manager and
organizing the work of the office.
12
The National Retirees Association Persons function
The branch manager communicates with the main association in Riyadh to find out the new
developments in the new features of retirees such as the date of building the association and the basic rule
of the association's system and other matters.
Registration is done by filling out the form of simple information that the pensioner will know during his
visit to the association or by telephone.
He can also visit the electronic association for information, which began its steps to download
information about the association and the registration is divided into two types:
- A member of the association, the value of the subscription is 300 riyals annually and he is entitled to get
all the privileges that will be provided by the association and will get the membership card and
membership number of the participant and is entitled to vote in the Assembly elections.
- An associate member of the association, with a value of SR 100 for a period of 4 years. He is entitled to
receive all the privileges provided by the association and will receive a membership card and a
membership number for the participant and he is not entitled to vote.
- The member working in the association and the associate member who wishes to work in one of the sites
that need his services, whether governmental or institutions and companies, shall have the right to
present his services and information in the website of the association.
13
Service procedure:
My supervisor name is Abeer Al-Hajili (secretary ),When a visitor comes, she explain in detail the
advantages of the card and each type and how it is used and if the visitor chose one of the types are
completed the procedures for the extraction of the card.
Most visitors do not know the difference between the institution and the society so the secretary explains
the difference between them.
If the visitor chooses a working member she add her number to a group in to be informed of the meeting
held and participate in the activities that are held and provide their expertise to serve the members of
association.
Accept
cash
Cash
Identify
payment
method
Prepare
card
Payment
method
Start
End
Credit card
Process
credit card
About the accounting/finance/IT//quality/marketing standards and principles are used in
The organization: that is responsible to the main branch in Riyadh.
Telecommunication technologies:
1- Database.
2- They have database of over that 2000 client.
3- They have a computer that is connected to a network between the men’s section and the women’s
section.
4- They use twitter to view the activities and seminar held for the association.
14
Registration method
The pensioner can extract the membership card from The National Retirees Association Persons or
The Public Pension Agency.
A pensioner must bring:
A personal photo.
National ID card.
Proof of retirement.
A membership application form is filled out and after completion; it is entered through the program.
They have a database in the Excel program to enter the data of new subscribers, including important
basic data including:
Membership No
member name
Date of Birth
National ID card
Year of retirement
Length of service
Specialization
Previous work
Mobile number
Start subscription
End of subscription
The program used to print the card is [ID Center Production]
After the data is filled in, it is entered into the program and the membership card is extracted.
When the card is renewed, the start and end date of the subscription is changed only and the old card is
replaced with the new one.
15
Receipt Voucher:
After filling out the form, enter the data and create the card.
Fill out the receipt voucher by Financial Supervisor and Receives the required amount.
Give a copy of the member and origin of the association.
The papers are arranged for each registered member ascending in a file and the secretary shall be
responsible for it.
This form is used for them:
The quality control activities throughout the life cycle of the service groups:
There is still no quality planning and control activities.
16
Tasks during the training period:
1- The registration and membership data and familiarize participants with features of the members
participate.
2- The Department of General Assembly and reply to email the letters contained.
3- Community Partnership with the Institute of Innovation and examine the
4- Conditions for the benefit of the members of the Assembly.
5- Study and planning of the organizational structure of the Association.
6- The design of an Access database.
7- Update Instegram account.
My database design:
They used a very simple database in Excel and I designed them a database in the Access program to
organize and facilitate the process of data entry better.
The interface is designed to display the data entered and the ease of the search process.
When you enter new member data, another page appears to record all required information
With the possibility to attach a picture of him.
There is a Hide / Show feature. It is possible to specify which item to display or hide.
This is a sample of the program:
When you add a new member
This window appears:
17
Methods of financial analysis
Horizontal and vertical analysis:
It uses a horizontal analysis method, which compares financial information to a series of reporting
periods. The vertical analysis method allows analysis of financial information in a proportionate manner,
where each item is recorded in a financial statement as a proportion of another element. This means that
each line item detailed in the income statement is estimated as a percentage of total expenses.
Relative analysis:
The ratios are used to calculate the comparative size of a number in relation to another number after
calculating the ratio, which can be used to compare a similar proportion calculated for a previous period,
or a percentage established in a given industry average to demonstrate whether the performance of the
association is in line with the expectations.
Trend analysis:
This includes a review of the financial statements of three or more periods, an extension of the horizontal
analysis. The first year in the data represents the base year. In trend analysis, the Society evaluates data
for additional change patterns. Any change in the financial statements may indicate an increase in
income or a decrease in expenses.
18
Making decisions
Leadership - decisions are made without interference.
Consultation - Invite inputs from others.
Voting - Discuss options and then call to vote.
Consensus - Talk until everyone agrees on one decision.
Command style decision making:
When there is no intervention initiated by the decisions taken in advance and reviewed with the main
branch.
Consult style decision making:
Consultation are made to make decision and invite other members to consult with experienced people.
Because the counseling can be an effective way to gain ideas and support without disrupting the decision
making process.
Vote style decision making:
They use voting only when team members agree to support any decision taken.
Because voting is best suited to situations in which efficiency is the highest value and is chosen from
among a number of good choices.
Team members realize that they may not have their first choice.
They discuss options for a while and then call for avote.
19
Effective and efficient organization
Non-monetary incentives:
There are some non-financial incentives that can meet the needs of employees. Incentives that cannot be
measured in terms of money fall under the category of "non-monetary incentives. Whenever a manager
has to meet the psychosocial needs of subordinates, he uses non-financial incentives.
Non- financial incentives can be:
Security Service - Job security is an incentive that provides a great incentive for employees. If his job is
secured, he will do his best to achieve the Foundation's goals. This also helps because it is too far from
psychological stress and can provide the best of the society.
Praise or Appreciation - Praise or appreciation is another non-financial incentive that meets the needs of
the ego for employees. Sometimes praise becomes more effective than any other incentive. The staff will
respond more to praise and try to provide their best abilities for concern.
System of proposals - The Assembly should look forward to taking suggestions and inviting suggestions
from staff. This instills the spirit of participation in them. This can be done by publishing many articles
written by staff to improve the work environment that can be published in different branches of the
association because this is useful in motivating employees to feel important and can also look for
innovative ways to apply to better methods of work. This ultimately helps to increase attention and adapt
new methods of operations.
Job enrichment- Job enrichment is another non- monetary incentive in which the job of a worker can be
enriched. This can be done by increasing his responsibilities, giving him an important designation,
increasing the content and nature of the work. This way efficient worker can get challenging jobs in
which they can prove their worth. This also helps in the greatest motivation of the efficient employees.
20
Analysis performed by The Association of Retired Persons
The ultimate goal of a member is to use membership by making use of the offer.
Personality Analysis: The first step to spreading the concept of this association is to understand the needs
of retirees to achieve their goal.
Service Offer: The next step is to understand the member service. This is done to find out where the
service fits with the need of the member to communicate. If necessary, the service can be modified
slightly. It is important to note that members can not be changed, what can be changed is the service.
Resource analysis: The advertising strategy relies heavily on available resources. In this step, the
financial resources and distribution channels already available are analyzed. At this stage, the strategy is
defined for implementation - do more with more or do little with less.
Distribution strategy: Once established, the identity of its activities and activities must reach the
maximum number of members with available resources. The distribution strategy decided to take
advantage of the current distribution network and to complete it as best as possible.
Promotional strategy: Once the means are determined, the last step is to define the promotional strategy.
This depends on the stage of services provided and the need of the member. A promotional strategy can
be designed.For those who have the desire to volunteer both in service and in financial resources.
Training theory:
1- Theoretical knowledge revolves around the basics of how associations operate, the involvement of
different processes and how to identify a competitive advantage.
2- Theoretical things provide a framework for practical situations to establish your true horizons.
3- Theory versus practice is similar to what to do versus how to do it
4- The theory examines the type of leadership to be adopted, but practical work situations require
desirable skills.
5- In theory, it is easy to establish members, but in practice, it is difficult to prove it soon. It takes a
lot of effort and time, is long term, which continues to change every time.
21
An assessment of the internship
The skills and qualifications:
1-Teamwork.
2-critical thinking.
3-time management.
4-The spirit of cooperation.
5-Self-confidence.
6-Self-reliance and responsibility in taking decisions.
The responsibilities I have undertaken during the internship period:
12345-
I design the database in Access.
Manage and respond to emails and send letters to relevant parties.
Design of the organizational structure of the association is under study.
Schedule weekly tasks and organize field visits.
Review and amend the agreements for the benefit of the Association.
The internship what influence my future career plans:
1- Will keep me more focused.
2- I will get more experience and improve my skills during my internship.
3- I can have acquainted with culture for the organization work, and know how the organization
structure works.
4- I will get the opportunity to learn from even if I fail at something.
5- During the internship I will understand the business environment, and when I excited or
interested with the work during the period in internship then I can choose in the future the
same path.
The internship activities that I carried out are correlated with my Classroom knowledge:
Apply me to what I take in the classroom in the workplace.
22
Conclusions:
It was a unique experience especially the retired department.
I have learned many things. The most important thing is not to give up until after the end of your
career, but to start contributing to building the community and benefiting from your experiences.
The working environment was very impressive, the staff was very helpful with me, and if I made a
mistake correcting my mistakes in a very nice way.
I learned how to make a community partnership with multiple parties and think about important
points that should benefit pensioners.
Thanks’ university for giving the training opportunity to apply what we learned to reality.
23
References:
www.nra.org.sa
24
ECOM430 - Internship
Supervisor Name
Student Name
Student ID
Starting Date
Total Working hours: 352
Company
: Wejdan A. Alhammad
: Naifah T. Alshabib
: 140131824
:21/01/2019
: Print One
pg. 1
Acknowledgement
First and Foremost, praise is to Allah, the Almighty, and the greatest of all, on
whatever absolutely, we depend for sustance and guidance. I would like to thank
Almighty Allah for giving me the opportunity, determination, and strength to
accomplish my bachelor's degree. His continuous grace and mercy were with me
through my life and even more during studying and training period.
I would like to express my sincere gratitude and love to my parents and my husband
for their endless love and support from the first day of my life. I am so thankful for
having the most supportive parents, by their help I passed all the odds and difficulties
through my life.
I extend my gratitude to One Print Association for giving me the opportunity for
training to develop my abilities and skills, by providing the proper work environment.
And I would like to thank especially the manager Ms. Wejdan Alhammad for her
guidance during the training period to adopt important work skills to enter the labor
market.
In conclusion, I would like to thank the College of Administrative and Financial
Sciences at Saudi Electronic University for their guidance and full potential in
providing me knowledge in e-commerce, and helping me to improve me abilities and
Naifah Taha Al-shabib
pg. 2
Executive Summary
I was a trainee under Print One Association for 11weeks, Print One is the first female
printing center in Jubail, it is specialized in printing, graphic design and personalized
merchandize and gifts. The association has grown and had three branches in the
period of four years of establishment.
In Print One Association I worked in the Serving faculty members Service
Department, Web Development Department, and download the advertisements in all
social networking sites and free sites and daily follow-up for Twitter and Instagram
and reply on queries. Also, I Assisted in the other fields Accounting Department.
pg. 3
Contents
Page No 1
Section 1
INTRODUCTION
5
Section 2
COMPANY PROFILE
7
Section 3
DETAILS OF TRAINING EXPERIENCE
9
3.2 Introduction
5
3.3Content
3.4Conclusion
35
Section 4:
GENERAL SKILLS ACQUIRED
10
Section 5:
CONCLUSION
35
Reference
37
pg. 4
Section 1:
Introduction
In January 21st, I joined Print One Association for the cooperative program
throughout the 11weeks.
The coop period was from January 21st to April 18 in the second branch located in
the Jubail University College in Jubail Industrial City. The Association is known to
be the first female center to provide printing, copying, and graphic design services in
Jubail. I spent most of my training period in the IT Department, Web Development
department and Customer Service Department. Also, I was involved to assist in the
other departments Accounting Department, and the Crafting Department. I am glad to
have the opportunity to try and experience other fields not related to my main major,
which enabled me to gain different knowledge and develop more skills.
Lists of tasks done during training period in each department:
➢ Customer Service Department:
1. Prepared orders to be delivered.
2. Packed and shipped products to customers.
3. Arranged the weekly schedule.
4. Wrote and edited documents orders using Microsoft Word.
5. Arranged the orders delivery schedule of the main branch.
6. Download the advertisement in all social networking sites
and free sites
7. Daily follow-up for Twitter and Instagram and replies on
queries.
pg. 5
➢ Accounting Department:
1. Toke and reported inventory stock for items to be
restocked.
2. Assisted the accountant in counting the daily
income of the main branch.
3. Stated the weekly income of the main branch.
4. Arranged the monthly receipts.
➢ Crafting Department:
1. Assisted in making craft graduation orders.
pg. 6
Section 2:
Print One Association
One Print is a startup association located in Jubail Industrial City, it is known to be
the first female center to provide printing, copying and graphic design services in
Jubail. It was founded in early 2014 be its owner Ms. Anhar Alahmadi and incubated
under Industrial Development Center (IDC) in Jubail Industrial City.
One Print focuses in providing what is unique under their major. For the main time it
provides four main services:
1234-
Copying and printing
2- Graphic design
Personalized/Customized merchandize and gifts
4- Advertising publications
Within the period of four years it has grown and established three branches mainly in
Jubail Industrial City, the first and main branch located in the Industrial Development
Center (IDC), the Second branch located in Jubail University College (JUC), the third
branch located in the College of Applied Medical Sciences (CAMS).
Status of employee in the Association: In total there are 10 employees, the following
diagram shows the management hierarchy in the association.
pg. 7
Ms. Anhar
Alahmadi
Owner/Manage
r
Ms. Tahani
Alzahrani
Manager of IDC
branch
Sabah Aldosari
Manager of JUC
branch
Sabah Aldosari
Manager of
CAMS branch
pg. 8
Section 3:
General skill acquired
•
Communication skills
-As a programmer I used to have lack of communication, now I can communicate and express
my ideas to others effectively.
•
Self-control
Working in customer service made adapt selfcontrol, being able to control self-temper with all
kinds of customers.
•
Teamwork skills
Working in a group is very important in any work environment
•
Creativity
Being ability to express my own ideas in a unique
style, that helps to improve the association.
•
Analytical skills
My analytical skills improved, analyzing each task
requirement needed for each task
•
Time management skills
Being able to plan and organize my time for each task
I am assign for and submitting before deadline.
pg. 9
Section 4:
Problem Identification
Considering the huge number of people especially the students whose need some Copy
Centers' services, an evaluation plan should prepare to ensure the quality of the services.
At present, there are lots of competitors in the same market and the same industry which
makes it hard to provide distinguished and qualified services.
Objective of the study
The main purpose is to evaluate customer satisfaction as well as the quality of the
current services offered to raise the efficiency and effectiveness of the services in the
Print One.
Literature Review
Measure Customer Service
The importance of the measure of customer service helps the build better customer experience
with positive perception about the company's' services. There are some different ways to
collect information to evaluate the services from the customers and those include; ask the
customers directly, use surveys and questionnaire, hiring someone to report the feedback of
customers, use an online review, and notice the interactions among the employees and the
customers to figure out the overall satisfaction.
While the customers' satisfaction is very useful to provide the best services and run the
business successfully, collecting their feedback is not a long, time consuming, and hard
process. The company can use the methods mentioned before to get the customers feedback.
pg. 10
Monitoring and Evaluating Customer Service
In this book, it mentioned the importance of monitoring and evaluate the customer services
while assists to improve the services provided by any company with ensuring that the services
are up to a high standard. Also, any company can set a long-term plan for your services or
even change them according to the evaluation of the services by the customer. And the
company may figure out the customer expectations and trying to meet them. All those ensue
through the monitoring and evaluation of the customer services.
How to Evaluate Customer Service
First, the author had mentioned how the company can build a relationship with their
customers. However, that relationship should be positive while the company absolutely
should maintain it. Then, she talked about how to train the employees especially the
customer representatives to be more polite, efficient and cooperative. she said that" The
reinforcement of company policies regarding excellent service should not only be a
topic addressed in staff meetings but should also be included in training manuals for
new hires".
Second, she mentioned the most effective ways to evaluate the customer services which
is record customer service calls. This tool is even effective for training objectives
because the directors can review it again and again.
Third, distribute customer response cards. The company can use it at the point of sale;
this way is one of the easiest ways while it assists to assess the customers' satisfaction
with their experience. Also, the customers themselves will not forget to mention
anything happen through their experiences. This is often an easier approach than having
customers mail back a survey because the passage of time will either cause them to
forget what they liked or disliked or to misplace the form altogether.
Fourth, send a questionnaire if the company has an email database, apply that to collect
information through online surveys.
Finally, monitoring and Follow up the compliances that provided by the customers and
concern about them with never tray to ignoring. These tools illustrate how to evaluate
customer service can be used to assess product and service satisfaction as well as
explain what exactly the customer wants to add it to your future inventory.
pg. 11
The Importance of Customer Feedback
Customer feedback defined as the information which comes directly to explain the feeling of
satisfaction or dissatisfaction of the customers about specific goods and services. The
customers' feedback plays an important role which allows the companies and organizations to
realize the customers’ needs, tastes, and how customers rate and use their products or services
versus other competitive organizations. Customer feedback can occur by evaluating how
company employees treat customers. Use customer service satisfaction surveys are a popular
type. In addition, through the surveys, the companies can determine if the customers are
getting answers to their questions and solve their problems.
7 Reasons Why Customer Feedback Is Important to Your Business
The following points are the top seven reasons why customer feedback is important in
business:
1. Customer feedback assists develop the products and the services.
When the company starts to introduce a new product, brand or services to the market,
probably have an idea about potential customers' needs. But only after conducted the
customer feedback, the company can learn about all the advantages, flaws and their
customers' actual experience. In addition to that, their needs and expectations evolve
with time so through the customer feedback the company can be up to date with that.
2. Customer feedback helps you measure customer satisfaction.
Customer satisfaction and loyalty is an essential factor that determines the company’s
financial performance. Also, it related to many benefits, such as higher revenue and
others. According to many studies, there is a close relation between customer
satisfaction and business performance.
3. Collecting customer feedback shows you value their opinions.
The company can show that the customers' opinions are important to you just through
asking them for feedback.
4. Customer feedback assists you create the best customer experience
If the company focuses on providing the best customer experience so they will stay
loyal to the brand.
5. Customer feedback assists to develop customer retention
pg. 12
All the customers search to the brand that they are happy with or they will find another
alternative. The company should realize that satisfied customer will stay with the same
company even for years.
6. Customer feedback is a reliable source for information to other consumers.
The company should make sure that both the company itself and their other customers
have easy access to opinions and reviews.
7. Customer feedback gives you data that assists in taking business decisions.
In the business environment, there are no decisions based on some guesses. Successful
business owners generate, evaluate, and manage the decisions that enhance them to
develop future strategies.
Research methodologies:
The data in this research were collected through both primary and secondary
resources. The primary data was collected through a structured questionnaire
distributed to the customer of Print One which selected using simple random sampling
method. The secondary data was obtained and extracted from the research papers,
articles, and reports that are found in the internet and websites.
Period of study:
It has been conducted during the 15 weeks of the co-op training period.
Scope of the study:
The scope is restricted to only the customers whose visit Print One during the training
period.
Statistical test:
The mode extracted to identify the most suggestions that provided by the respondents
to improve the services of Print One. While the mean and standard deviation calculated
for the age of the respondents and for how many years they are being customers for
Print One.
pg. 13
Limitation of the study:
•
The questionnaire is limited to only the customers whose visit Print One during
the training period.
•
The research is limited to a period of 15 weeks only. If there was more time, I
could have had time to make an interview with the customers.
•
Most of the respondents are not fluent in English, so it was hard to translate the
questionnaire into the Arabic language.
Data Analysis and Interpretations:
The data were analyzed to achieve the research objective. The sample size was 80
of the customers whose visit Print One during the training period. They were asked to
answer a questionnaire to investigate their satisfaction. According to the number of
respondents, the percentage calculated and used to analyze the results and to reach a
conclusion.
pg. 14
The questionnaire:
Table 3.3 (e) (1) Age of the respondents
Age groups
18-25
26-35
36-45
Above 45
Total
Mean
Standard Deviation
Source: Primary data
No. of respondents
53
19
5
3
115
Percentage
66%
24%
6%
4%
100%
20
23.12286
Figure & graph 3.3 (e) (1) Age of the respondents
60
Age groups
53
50
6%
40
18-25
30
26-35
20
36-45
19
4%
18-25
24%
26-35
36-45
Above 45
10
5
3
66%
Above 45
0
No. of respondents
Source: Primary data
According to figure & graph 3.3 (e) (1), 66% of respondents are between 18-25 years
and 24% of respondents are between 26-35 years while only 6% between 36-45 and 4%
above 45 years.
Highest percentage explained that the customers in the age from 18 to 25 years are the
most customers whose benefit from Print One services.
pg. 15
Table 3.3 (e) (2) Are You:
level of qualification
Student
Teacher
Employee
Other
Total
Source: Primary data
No. of respondent
47
13
15
5
80
Percentage
59%
16%
19%
6%
100%
Figure & graph 3.3 (e) (2) Are You:
50
47
45
40
6%
35
30
Student
25
Teacher
20
15
13
Student
Teacher
Employee
15
10
19%
Other
5
59%
16%
Employee
Other
5
0
No. of respondent
Source: Primary data
In figure & graph 3.3 (e) (2), it observed that the highest percentage is 59% and refer
to customers who are students. And 16% of teachers while the employees were 19%
and the others were only 6%. It means the most customers are students.
pg. 16
Table 3.3 (e) (3) How long have you been a customer of Print One?
years
Less than one year
1-2 years
3-4 years
Above 4 years
Total
Mean
Standard Deviation
Source: Primary data
No. of respondent
30
27
17
6
80
Percentage
38%
34%
21%
8%
100%
20
10.86278
Figure & graph 3.3 (e) (3) How long have you been a customer of Print One?
35
30
30
27
25
20
8%
Less than
one year
1-2 years
17
15
21%
38%
3-4 years
10
6
5
Above 4
years
Less than one
year
1-2 years
3-4 years
Above 4 years
34%
0
No. of respondent
Source: Primary data
According to figure & graph 3.3 (e) (3), the percentage was a little similar, 38% for
customer whom use Print One less than one year also 34% for customers between one
year to two years. And 21% of them select the option between three to four years year
and only 8% of customers which select above four years.
pg. 17
Table 3.3 (e) (4) How would you rate your overall experience dealing with Print One?
Answer options
No. of respondent
Excellent
Very good
Good
Acceptable
Extremely poor
Total
Source: Primary data
Percentage
24
22
24
5
5
80
30%
28%
30%
6%
6%
100%
Figure & graph 3.3 (e) (4) How would you rate your overall experience dealing with
Print One?
30
25
24
22
Excellent
24
6%
20
Very good
15
Good
Excellent
6%
30%
Very good
Good
30%
10
5
5
Acceptable
Acceptable
5
Extremely
poor
0
No. of respondent
28%
Extremely
poor
Source: Primary data
In figure & graph 3.3 (e) (4), the percentage was really similar, and it was found that
30% of customers rate their experience by excellent and good. 28% of them select very
good and the percentage decreased to 6% for both acceptable as well as extremely poor.
pg. 18
Table 3.3 (e) (5) Types of services provided by the Print One
Answer options
No. of respondent Percentage
Very satisfied
26
33%
Satisfied
29
36%
Neutral
22
28%
Unsatisfied
2
3%
Very Unsatisfied
1
1%
Total
80
100%
Source: Primary data
Figure & graph 3.3 (e) (5) Types of services provided by the Print One
30
24
25
20
25
Very
satisfied
Satisfied
18
15
10
Very
satisfied
6%
10%
23%
Neutral
8
Unsatisfied
5
5
Neutral
Unsatisfied
31%
Very
Unsatisfied
0
Satisfied
30%
Very
Unsatisfied
No. of respontent
Source: Primary data
Figure & graph 3.3 (e) (5) shows that 33% of customers are very satisfied and 36% of
them satisfied. Then, the percentage decreased to 28% for customers whose choose
neutral and only 3% unsatisfied while 1% is very unsatisfied.
pg. 19
Table 3.3 (e) (6) The services help me to reach what I want
Answer options
No. of respondent Percentage
Very satisfied
27
34%
Satisfied
26
33%
Neutral
22
28%
Unsatisfied
4
5%
Very Unsatisfied
1
1%
Total
80
100%
Source: Primary data
Figure & graph 3.3 (e) (6) The services help me to reach what I want
30
24
25
20
25
Very
satisfied
Satisfied
18
15
10
Very
satisfied
6%
10%
23%
Neutral
Neutral
8
Unsatisfied
5
5
Unsatisfied
31%
Very
Unsatisfied
0
Satisfied
30%
Very
Unsatisfied
No. of respontent
Source: Primary data
Figure & graph 3.3 (e) (6) shows that 34% of customers are very satisfied and 33% of
them satisfied. Then, the percentage decreased to 28% for customers whose choose
neutral and only 5% unsatisfied while 1% is very unsatisfied.
pg. 20
Table 3.3 (e) (7) The time taken until my service completed
Answer options
No. of respondent Percentage
Very satisfied
21
26%
Satisfied
30
38%
Neutral
25
31%
Unsatisfied
1
1%
Very Unsatisfied
3
4%
Total
80
100%
Source: Primary data
Figure & graph 3.3 (e) (7) The time taken until my service completed
30
24
25
20
Very
satisfied
25
Satisfied
18
15
6%
10%
23%
Satisfied
Neutral
Neutral
10
8
5
Unsatisfied
5
Unsatisfied
31%
30%
Very
Unsatisfied
0
Very
satisfied
Very
Unsatisfied
No. of respontent
Source: Primary data
In figure & graph 3.3 (e) (7), the ratio was very different between satisfied and all other
options. 38% of customers chose satisfied and 26% of them select very satisfied while
31% select neutral and only 1% whose select unsatisfied and for very unsatisfied the
percentage was 4%.
pg. 21
Table 3.3 (e) (8) The time taken by the customer service representatives to provide me
a service
Answer options
No. of respondent Percentage
Very satisfied
21
26%
Satisfied
33
41%
Neutral
16
20%
Unsatisfied
7
9%
Very Unsatisfied
3
4%
Total
80
100%
Source: Primary data
Figure & graph 3.3 (e) (8) The time taken by the customer service representatives to
provide me a service
30
24
25
20
25
Very
satisfied
Satisfied
18
15
Very
satisfied
6%
10%
23%
Neutral
Neutral
10
8
5
31%
Very
Unsatisfied
0
Unsatisfied
Unsatisfied
5
Satisfied
30%
Very
Unsatisfied
No. of respontent
Source: Primary data
According to figure & graph 3.3 (e) (8), the ratio also was very different between
satisfied and all other options. 41% of customers chose satisfied and 26% of them select
very satisfied while 20% whose select neutral and only 9%, 4% select unsatisfied and
very unsatisfied.
pg. 22
Table 3.3 (e) (9) The time taken in the queue when there are customers before me
Answer options
No. of respondent Percentage
Very satisfied
18
23%
Satisfied
29
36%
Neutral
23
29%
Unsatisfied
5
6%
Very Unsatisfied
5
6%
Total
80
100%
Source: Primary data
Figure & graph 3.3 (e) (9) The time taken in the queue when there are customers
before me
30
24
25
20
25
Very satisfied
Satisfied
18
15
Very
satisfied
6%
10%
23%
Neutral
Neutral
10
8
Unsatisfied
5
5
Very
Unsatisfied
0
Satisfied
Unsatisfied
31%
30%
Very
Unsatisfied
No. of respontent
Source: Primary data
According to figure & graph 3.3 (e) (9), Most of the customers satisfied to the statement
by 36% and the percentage for very satisfied was 23%. Then, the percentage was 29%
for customers whose select neutral and only 6% for both unsatisfied as well as very
unsatisfied.
pg. 23
Table 3.3 (e) (10) Knowledge of customer service representative
Answer options
No. of respondent Percentage
Very satisfied
22
28%
Satisfied
31
39%
Neutral
15
19%
Unsatisfied
6
8%
Very Unsatisfied
6
8%
Total
80
100%
Source: Primary data
Figure & graph 3.3 (e) (10) Knowledge of customer service representative
30
24
25
20
25
Very
satisfied
Satisfied
18
15
10
6%
10%
23%
Neutral
8
5
0
Unsatisfied
31%
Very
Unsatisfied
Satisfied
Neutral
Unsatisfied
5
Very
satisfied
30%
Very
Unsatisfied
No. of respontent
Source: Primary data
Figure & graph 3.3 (e) (10) shows that the respondent is satisfied about the statement
by 39%. Also 28% are very satisfied and whose select neutral are 19% while 8% for
customers whose are both unsatisfied and very unsatisfied to the statement.
pg. 24
Table 3.3 (e) (11) How would you rate the price for print service?
Answer options
No. of respondent Percentage
Very satisfied
15
19%
Satisfied
22
28%
Neutral
22
28%
Unsatisfied
15
19%
Very Unsatisfied
6
8%
Total
80
100%
Source: Primary data
Figure & graph 3.3 (e) (11) How would you rate the price for print service?
30
24
25
20
25
Very
satisfied
18
15
10
8
23%
Satisfied
Neutral
Neutral
Unsatisfied
Unsatisfied
31%
30%
Very
Unsatisfied
0
10%
Satisfied
5
5
Very satisfied
6%
Very
Unsatisfied
No. of respontent
Source: Primary data
In figure & graph 3.3 (e) (11), the most of customers select satisfied and neutral by
28%. Then, the percentage decreased to 19% for both very satisfied and unsatisfied
while there was only 8% for very unsatisfied.
pg. 25
Table 3.3 (e) (12) How would you rate the price for copy service?
Answer options
No. of respondent Percentage
Very satisfied
21
26%
Satisfied
17
21%
Neutral
22
28%
Unsatisfied
13
16%
Very Unsatisfied
7
9%
Total
80
100%
Source: Primary data
Figure & graph 3.3 (e) (12) How would you rate the price for copy service?
30
24
25
20
25
Very satisfied
Satisfied
18
15
10
Very satisfied
6%
10%
23%
Neutral
8
Unsatisfied
5
5
Neutral
Unsatisfied
31%
30%
Very
Unsatisfied
0
Satisfied
Very
Unsatisfied
No. of respontent
Source: Primary data
According to figure & graph 3.3 (e) (12), the all percentages was close where the
customers are selected very satisfied by the percentage 26% and the percentage
decreased to 21% for customers whose satisfied about the price. Then the percentage
increased again to 28% for whose select neutral. Also 16% for unsatisfied and only 9%
for very unsatisfied.
pg. 26
Table 3.3 (e) (13) How would you rate the price for design service?
Answer options
No. of respondent Percentage
Very satisfied
16
20%
Satisfied
22
28%
Neutral
21
26%
Unsatisfied
9
11%
Very Unsatisfied
12
15%
Total
80
100%
Source: Primary data
Figure & graph 3.3 (e) (13) How would you rate the price for design service?
30
24
25
20
25
Very
satisfied
18
15
10
8
10%
Satisfied
Neutral
Neutral
Unsatisfied
Unsatisfied
31%
Very
Unsatisfied
0
23%
Very
satisfied
Satisfied
5
5
6%
30%
Very
Unsatisfied
No. of respontent
Source: Primary data
According to figure & ...
Purchase answer to see full
attachment