Guest Satisfaction Analysis: A Case Study on Sunrise Education Consultants

Abstract

This internship report presents a comprehensive analysis of guest satisfaction at Sunrise Education Consultants, a prominent education consultancy firm based in Dhaka, Bangladesh. The primary objective of the study was to evaluate the factors influencingclient satisfaction and assess the quality of services provided by the organization. Data were collected through a mixed-method approach, including surveys, direct observations, and interviews with 50 clients during a six-month internship period.The study utilized descriptive, correlation, and regression analyses to examine the relationship between guest satisfaction and key service attributes such as visa processing, scholarship guidance, staff behavior, safety assurance, and promotional offers. Descriptive results revealed that visa processing emerged as the most valued service, with 50% of clients identifying it as highly helpful, followed by scholarship guidance and university application support. Regression analysis indicated that perceived safety had the strongest positive influence on client satisfaction, while other factors like discounts and staff behavior exhibited minimal or statistically insignificant effects. The findings emphasize the importance of trust, safety, and professional assurance in shaping client experiences within the education consultancy sector. Additionally, the report highlights the critical role of word-of-mouth referrals, as over half of the clients discovered the consultancy through personal recommendations. Despite a high overall satisfaction rate, the analysis uncovered areas for improvement, particularly in communication practices and value-added services. The study concludes by offering strategic recommendations for enhancing service quality, strengthening client trust, and optimizing referral-based marketing initiatives. It also identifies limitations, such as the small sample size and the focus on a single geographic location, and proposes directions for future research in the evolving landscape of international education consultancy.