An Internship Report

On

Problems and Prospects of Tourism Companies in Sylhet -Customer

Perceptions Regarding Services of Northern Exposure Bangladesh
Submitted to
Department of Business Administration
Leading University, Sylhet.
Supervised by
Mr. Md. Abdul Muhith Chowdhury
Senior Lecturer
Department of Business Administration
Leading University, Sylhet.
Prepared by
Md. Muntasir Ahmed Khan
ID: 1101010036
BBA Program
Major in Human Resource Management
Department of Business Administration
Leading University, Sylhet.
Date of Submission: March 28, 2015
(This report has been prepared for submitting to the Department of Business Administration, Leading University,
Sylhet, as a partial requirement for fulfillment of the Bachelor of Business Administration Program.)

Letter of Transmittal
28 March, 2015
Mr. Md. Abdul Muhith Chowdhury
Senior Lecturer
Department of Business Administration
Leading University, Sylhet.
Subject: Submission of internship report on Problems and Prospects of Tourism Companies in
Sylhet- Customer perceptions regarding services of Northern Exposure Bangladesh
Sir,
It is a great pleasure for me to submit the internship report on "Problems and Prospects of
Tourism Companies in Sylhet- Customer Perceptions Regarding Services of Northern
Exposure Bangladesh. This has been prepared as a part of partial fulfillment of BBA program.

Although the preparation of the study was not an easy task for me, I have enjoyed taking up the
challenge and tried to face the problems with patience. This study gave me a real life experience
and opened my eyes helping me visualize the actual business environment. It helped me gather
various forms of knowledge and increased observation power regarding tourism business.
I have given my best possible effort to prepare this report and tried to present all the relevant
aspect that I have found through this study during my working days. I will be glad if the report
can serve its purpose and I also hope that my internship report will meet up to your expectation.
However, if you need any farther clarification from any part of this report, then please let me
know about it and I will try my level best to make it understandable to you.
Thanking You
Sincerely yours,

-----------------------------Md. Muntasir Ahmed Khan

ID: 1101010036
BBA Program
Major in Human Resource Management
Department of Business Administration
Leading University, Sylhet.

Letter of Declaration

At first I would like to declare that this report is prepared honestly and sincerely. The study is
original in nature. I have tried my best to make this report analytical, informative and descriptive.
I also ensure that, this report has not been submitted to any other person earlier and will not be
submitted to anyone in future.


Md. Muntasir Ahmed Khan
ID: 1101010036
BBA Program
Major in Human Resource Management
Department of Business Administration
Leading University, Sylhet.

Letter of Acceptance
I am pleased to declare that Md. Muntasir Ahmed Khan, ID: 1101010036, Department of
Business Administration, Leading University, Sylhet, has been given with the topic Problems
and Prospects of Tourism Companies in Sylhet - Customer Perceptions Regarding Services
of Northern Exposure Bangladesh. for analysis and writing an internship report on the
subject. His work is quite satisfactory and I am glad to affirm that the entire project work has
been conducted under my direct and active supervision.
Now I am convinced to permit him to defend this internship report before the respective panel of
judges.

I also hope that the internship report is an original one and has not been submitted elsewhere
previously for publication in my form. He is sincere, honest and hard working. I hope that this
project work will contribute this career.
I wish his all the success in life.

-----------------------------Mr. Md. Abdul Muhith Chowdhury

Senior Lecturer
Department of Business Administration
Leading University, Sylhet.

Acknowledgement
I would like to mention the contributions of all those who have inspired, influenced and guided
me on the way of completing this report successfully. First of all, I would like to thank my
honorable supervisor, Mr. Md. Abdul Muhith Chowdhury, Senior Lecturer of Business
Administration, Leading University, Sylhet, because of his kind sincere guidance and personal
supervision throughout my work.
Now, I would like to express my gratitude to our honorable teacher professor Dr. Md. Kismatul
Ahsan, Vice-Chancellor (Acting) of Leading University for providing such an opportunity. I also
wish to acknowledge my gratitude to all my respected teachers of Department of Business
Administration for their suggestions and kind cooperation.

Besides, I would like to express my heartiest gratitude to Faisal Mohammad Shahriar (CEO of
Northern Exposure Bangladesh) for his sincere cooperation. It would not have been possible to
prepare the internship report without his help and valuable advice and instructions.
Finally, I would also like to thank my lovely classmates and friends for their continuous
cooperation.

Executive Summary
This internship report is based on the problems and prospects of tourism companies in Sylhet and
a study on Northern Exposure Bangladesh and my three months long internship program that
have done under different desks of Northern exposure Bangladesh, from 01 December 2014 to
01 March 2015 as a requirement of BBA program on school of business, Leading university,
Sylhet.
Tourism is one of the most promising sectors for Bangladesh with her huge natural beauty, heroic
historical background and archaeological resources. This study has identified whether the
contribution of this sector is significant to total GDP of Bangladesh and its future prospects as
study problem. It has served the objectives of assessing different aspects of tourism with point to
point analysis. Secondary data collected by Bangladesh Economic Review 2010, Bangladesh
Parjatan Corporation and World Travel & Tourism Council have been analyzed with some simple
statistical tools. Recommendations are made for development of infrastructures, diversifications
of tourism form and establishment of Public Private Partnership (PPP) in tourism sector.

Tourism is one of the fastest rising industries in the world. It has enormously grown, especially
over the last few decades. It is also rising because the global citizens now often take even the
slightest of chances to visit uncharted territory in the globe. So, countries around the globe are
eager to invest more and more in tourism development. However, with rich rewards, tourism has
some drawbacks too. At the forefront of all demerits of tourism is its impact on local culture and
the environment. Still, these demerits cannot outweigh the enormous economic benefits of the
tourism industry.
Through a glimpse of the tourism activities in our country, it appears, the tourism sector of the
country has been suffering from serious shortcomings of especially policy initiatives from both
the government and private entrepreneurs. Tourism offers immense opportunities to increase
economic activities of the country. The government thus should take effective steps to develop
the tourism sector through ensuring professional and dynamic leadership as early as possible.

Table of Contents
Chapter 1: Introduction
Introduction

02

Background of The Study

03

Objective of The Study

03

Scope of The Study

03

Methodology of The Study

04

Limitations of The Report

05

Organization of the Study

05

Chapter 2: Literature Review

Definition of Tourism

07

Tourism in Bangladesh

07-08

Past and Present scenario of Tourism in

Bangladesh
Studies on Eco-Tourism

08-09

Sustainable Tourism

10-18

Tourism and its impact on Economy

Chapter 3: Organizational Profile

09-10

18

Contents
Overview of the Business
Company History

Page No
20
21-22

Vision
Mission

22

Successes and Milestones

23

Chapter 4: SWOT Analysis of Tourism Sector in Sylhet

SWOT Analysis of Tourism Sector in Sylhet

22

24-26

Chapter 5: Analysis of Customer Satisfaction on Northern Exposure Bangladesh

Analysis of the report
27-34
Chapter 6: Findings of the Study
Findings of The study

35-38

Chapter 7: Recommendations
Recommendations

39-42

Chapter 8: Conclusion
Conclusion
Questionnaire
Reference

43-44
45-46
47

Chapter-1

INTRODUCTION

INTRODUCTION
In my report I tried to pick up the data considering Problems and Prospects of Tourism
Companies in Sylhet- Customer Perceptions Regarding Services of Northern Exposure
Bangladesh. Tourism sector is a potential one in all over the world. Bangladesh is a country of
natural beauty. Its beauty is spread all over the countryside which could be a wonderful tourist
spot. Though it is not yet developed in Bangladesh for various reasons. From very beginning of
independent to till now there havent been taken any step to develop this sector. But there is
much potentiality in this sector. Sylhet is a prime attraction for all tourists visiting Bangladesh.
Sylhet division occupies the north east part of Bangladesh, has an area of 12596 sq. km. and a
population of 9.899 million, laying between the Khasia and the Jaintia hills on the north, and the
Tripura hill son the south. It (Sylhet) breaks the monotony of the flatness of this land by a
multitude of terraced Tea gardens. The Shrine of Hazrat ShahJalal, Sri Chaitannya Dev Temple,
ShahiEidgah, Gour Gobinda Fort, Jaflong , Tamabil, Sripur, Jointapurs Rajbari, Srimongol,
Madhabkunda Waterfall, Lawacherra Rain Forest, Handicrafts of Sylhet, Manipuri Dance and so
on. In my study, I mainly focus on Sylhet. I find a great potentiality as a tourist spot in Sylhet,
although it is not well-known to most of the people. I make my report to find tourism sectors
possibility, recover its problems and its potentiality as a wonderful tourist spot in future. At
present, some of people are visiting this place throughout the year. And the rate of the visitors is
increasing gradually, especially in winter and spring time. Moreover, if there build up any
interesting infrastructure like amusement park and related things, many tourists will visit there
and there will build up related small business as well as medium enterprise. Which ultimately,
develop the living standard of local people as well as will make some contribution on National
Income. Several problems have founded in Sylhet these are lack of financial support from
government, political problems, safety and security, lack of transportation system, absence of
training institution related to tourism, lack of market information, hotel facility. If overcome
these problems then lots of tourists will visit in Sylhet.

Background of the Report

Bachelor of Business Administration (BBA) Course requires a three months attachment with an
organization followed by a report assigned by the faculty supervisor. I took the opportunity to do
my internship in Northern Exposure Bangladesh. My internship with the organization started on
01 December 2014 and finished on 01 March 2015. Actually this is a feedback which department
accepts from the students who join in an organization after the completion of theoretical part of
the BBA program. My faculty supervisor Mr. Md. Abdul Muhit Chowdhury, Department of
Business Administration, Leading University Sylhet, instructed me to prepare a report on
Problems and Prospects of Tourism Companies in Sylhet- Customer Perceptions
Regarding Services of Northern Exposure Bangladesh" as part of the fulfillment of internship
requirement.

Objective of the Study

General objective :
To identify the barriers for developing tourism in Sylhet and provide
some suggestions to overcome those.

Specific objective
To build up knowledge about this sector for future action in this field.
To find out the service pattern for the tourist and the problems faces by
the foreign tourist for solution of these.
To get a conceptual idea about tourism.
To find out the weaknesses of tourism in Sylhet.

Scope of the study

In this report, I have covered problems and prospects of tourism companies in Sylhet. But, I have
failed to point out different tourist spots in Sylhet. However, this report contains some important
issues which are crucial for the improvement of Sylhet. It can be used for future development of
tourism companies as well as spots of Sylhet.

Methodology of the Study

The report is descriptive in nature. Different data and information are used to meet
the goal of this report. Two types of data are used to prepare this report. They are
primary and secondary. Those data and information were collected from various
sources.
Sources of Primary data
o Officers
o Clients
Method of collecting primary data
o Personal observation with officers.
o Face to face conversation with officers
o Face to face conversation with client.

Secondary Sources of Data:

o Internet.
o Different publications regarding Tourism.

Questionnaire Design
Questionnaire was prepared with both open and close ended questions. The target population was
customers who were enjoyed facilities of Northern Exposure Bangladesh. The total sample was
20 customers of Northern Exposure Bangladesh, Sylhet.

Data Analysis and report writing

To complete this report different computer software are used MS word, Adobe Reader. Collected
data were synchronized according to meet the objective of the report. Finally findings are drawn
based on analysis and recommendations are given to overcome the problems.

Limitation of the study

I have given my best effort in preparing this report and there was no lacking towards my
dedication. This report is an overall view of Northern Exposure Bangladesh. But there is some
limitation for preparing this report.

In many cases, up to date information is not published.

Due to lack of practical experience, some errors might be occurred during the study.

Employees are too busy in their responsible fields; they could hardly provide little time to
having me discuss with them.

Only three months is not enough to understand all the activities.

Relevant data and document collection were difficult due to the organizations
confidentiality.

Organization of the study

The following report consists of eight chapters: Introduction, Literature Review, Organization
profile, Analysis and Findings, Recommendation and Conclusion.
Under Introduction, it has given a detailed introduction to the scope of the report and has
indentified the problem which will be treated under the study. Under methodology it has given an
explanation about primary and secondary data sources. Here discussed about how I have got
information. For the report purpose I have collected my data by using primary and secondary.
Under chapter 2, Literature Review, it addresses the theoretical background behind the study and
describes about Tourism in Bangladesh, Present and Past scenario of Tourism, tourism and its
impact on economy, sustainable tourism, and studies on eco-tourism.

Under Analysis and Findings, it describes the report results analysis. Through this chapter
anyone can get adequate knowledge about customer satisfaction these are company professional,
company convenience, responsive toward customers, comparison service and price etc.
Under Conclusion and Recommendation, it will initiate final research findings and suggest
recommendations for future enhancement of the sector.

Chapter-2
Literature Review

Definition of Tourism

Tourism is travel for recreation, leisure, religious, family or business purposes, usually for a
limited duration. Tourism is commonly associated with international travel, but may also refer to
travel to another place within the same country. The World Tourism Organization
defines tourists as people "traveling to and staying in places outside their usual environment for
not more than one consecutive year for leisure, business and other purposes". Tourism has
become a popular global leisure activity. Tourism can be domestic or international, and
international tourism has both incoming and outgoing implications on a country's balance of
payments. Today, tourism is a major source of income for many countries, and affects the
economy of both the source and host countries, in some cases being of vital importance.

Tourism in Bangladesh
Tourism in Bangladesh is a developing foreign currency earner. The country was listed
by Lonely Planet in 2011 as the "best value destination".
Bangladesh's tourist attractions include, historical and monuments, resorts, beaches, picnic spots,
forests and tribal people, wildlife of various species. Bangladesh offers ample opportunities to
tourists for angling, water skiing, river cruising, hiking, rowing, yachting, sea bathing as well as
bringing one in close touch with pristine nature.
In the northern part, comprising the Rajshahi division, there are archaeological sites, including
the

temple

city Puthia in Rajshahi;

the

largest

and

most

ancient

archaeological

site, Mahasthangarh in Bogra; the single largest Buddhist monastery, Paharpur in Naogaon; the
most ornamental terracota Hindu temple in Bangladesh Kantaji Temple, and many rajbaris or
palaces of old zamindars.
In the south-eastern part, which is the Chittagong division, there are natural and hilly areas
like Chittagong Hill Tracts, along with sandy sea beaches. The most notable beach, in Cox's
Bazar, is a contender for the title of longest unbroken sandy sea beach in the world. Cox's
Bazar is the longest natural unbroken sea beach in the world.
In the south-western part, mainly the Khulna Division, there is the Sundarbans, the largest
mangrove forest of the world with Royal Bengal Tiger and spotted deer. The historically and
architecturally important sixty domed mosque in Bagerhat is a notable site. In the north-eastern
part, Sylhet division, there is a green carpet of tea plants on small hillocks. Natural reserved
forests are great attractions. Migratory birds in winter, particularly in the haor areas, are also very
attractive in this area.
Ministry of Tourism and The Civil Aviation Ministry designs national policies for the
development and promotion of tourism. The Ministry also maintains the Beautiful Bangladesh
campaign.

Present and Past scenario of tourism in Bangladesh

The tourism sector of the country is undergoing a terrible phase this year, as a result of the
ongoing non-stop blockades and occasional hartals. The sector has incurred losses of at least
10crore (Taka), as foreign tourists have cancelled their bookings, because of the ongoing political
unrest in the country. And tour operators have had no option but to refund the booking money.
Restaurant owners and hoteliers in Coxs Bazar, the countrys main tourist destination, are
logging losses of 5crore (Taka) in business, a day. According to the Tour Operators' Association
of Bangladesh (TOAB), the quantum of losses would go up in the peak season, since the
countrywide blockade has badly disrupted the hotel, motel, rest house, restaurant, guest house
and transportation businesses.
During the last five years (2010-2014) Bangladesh received a total number of 15,29,000 visitors
and earned US$ 413.00 million. In order to make these figures more reliable at the national and

at the international levels, steps should be taken by the government to modernize the methods of
collecting such statistics. There is a Tourism Satellite Accounting System for aggregating the
figures of tourist arrivals and earnings, which have been introduced by the United Nations World
Tourism Organization (UNWTO). The World Travel and Tourism Council (WTTC) and UNWTO
reports say that international arrivals have been positive in 2012, although in the Euro Zone, due
to sovereign debt issues and national austerity policies, tourism spending has declined. The pace
of growth in the developing countries, including Bangladesh, is faster than in developed nations.

Studies on Eco-Tourism
Eco-tourism is a sustainable form of natural resource-based tourism that focuses primarily on
experiencing and learning about the nature (Gerafe et al, 1994). It is ethically managed to have
minimal impact on the environment. Its nature is non-consumptive and locally oriented. It
typically occurs in natural areas, and should contribute to the conservation or preservation of the
same. According to Fennell (1999), eco-tourism is Nature tourism encompassing all forms of
adventurous, low-impact tourist activities which uses natural resources in a wild or undeveloped
form including species, habitats, landscape, scenery and salt and fresh water features. Ecotourism is primarily a low impact nature tourism which contributes to the maintenance of species
and habitats either directly through a contribution to conservation and/or indirectly by providing
revenues to the local community which are sufficient for local people to value, and therefore,
protect their wildlife and heritage areas (Fairbrain et al, 1998). By nature, ecotourism is
dependent upon a number of eco resources, e.g. natural, cultural and heritage resources
(Fairbrain et al, 1998).
There are several goals of eco-tourism these are given below,
Protection of the environment economies that are experiencing loss of resources due to
population growth, hurricanes and extractive industries like fisheries, ecotourism can provide
economic support for the protection of the environment.
Economic sustainability economies that are facing the loss of revenue in the near future and
rely heavily on imports, eco-tourism can provide a ready means of foreign exchange. The goals

of eco-tourism are also to benefit residents by ensuring sufficient financial returns and an
equitable distribution of costs and benefits.
Cultural integrity and enhancement the word ecology in eco-tourism implies a two-way
relationship between visitors and residents involving cultural exchange, but also mutual respect
and reciprocity. If these elements are missing at a tourist destination, the warm welcomes could
soon turn into resentment.
Educational value this can be seen in the education of both visitors and residents in
creating awareness and appreciation of the natural environment and cultures, including what is
passed down to the next generation.

Sustainable Tourism
Sustainable tourism can play the significant role for the development of tourism industry.
Tourism in Bangladesh is of no exception from this. Lack of promotional activities is likely to
affects the development of tourism in any country as well as in Bangladesh. But the existing
literature on the sustainable tourism of Bangladesh tourism is very rare and even on the literature
covering the marketing aspects of tourism industry in Bangladesh is very limited. As a result, the
study is exploratory in nature. It was assumed that sustainable tourism is a vital force for an
effective marketing strategy of tourism products and services. But Bangladesh is far behind from
the realization of the fact and due to that Bangladesh could not take advantage of the full
potential of the sector and which causes not to develop the industry significantly and expectation
which could be and failed to earn sufficient amount of foreign currency. The present study on the
use of sustainable tourism development in Bangladesh tourism industry is an attempt to highlight
the issues related to promotion and put forward some suggestions to what actual promotional
measures are best suited for attracting more tourists to Bangladesh and contribute more
positively to the economy of the country.
Characteristics of Sustainable Tourism

Sustainable Tourism seeks deeper involvement of locals, which provide local people an
opportunity and make their living. Above all, Sustainable Tourism stresses pointedly upon
integrity of the tourist places. Characteristics of sustainable tourism are follows:
a) Informative: Travelers not only learn about the destination, they learn how to help
sustain its character while deepening their own travel experiences. Residents learn that the
ordinary and familiar may be of interest and value to outsiders.

b) Supports integrity of place: Destination-savvy travelers seek out businesses that

emphasize the character of the locale in terms of architecture, cuisine, heritage, aesthetics,
and ecology. Tourism revenues in turn raise local perceived value of those assets.

c) Benefits residents: Travel businesses do their best to employ and train local people, buy
local supplies, and use local services.

d) Conserves

resources: Environmentally

aware

travelers

favor

businesses

that

minimize pollution, waste, energy consumption, water usage, landscaping chemicals, and
unnecessary night time lighting.

e) Respects local culture and tradition: Foreign visitors learn about and observe local
etiquette, including using at least a few courtesy words in the local language. Residents
learn how to deal with foreign expectations that may differ from their own.

f) Does not abuse its product: Stakeholders anticipate development pressures and apply
limits and management techniques to prevent the loved to death syndrome. Businesses
cooperate to sustain natural habitats, heritage sites, scenic appeal, and local culture.

Sustainable Tourism Development in Bangladesh: Problems

The problems facing tourism and the development of a sustainable tourism sector in
Bangladesh is diverse its own touristic features, level of development, and national
development priorities and policies.

i.

Lack of knowledge and awareness:

In Bangladesh, there still is a fundamental lack of basic cognizance of the economic
importance of tourism as an industry and its positive impact as a potential source of foreign
exchange and employment.

ii. Lack of quality service:

Quality of service needs to be improved. For the purpose, training at different levels from top
management down to door boys should be initiated at national and regional levels. In this
context, Thailand, the most successful country in tourism within BIMSTEC, can take the lead.

iii. Lack of training:

In Bangladesh, there is lack of training knowledge between tourist guides. Training should
also be provided to promote activities that are indirectly linked to tourism, such as printing,
dying and folk-arts. Special training for women might be needed in many cases.

iv. Lack of tourism-related infrastructures:

Bangladesh has the lack the sufficient infrastructures necessary for the development of a
successful tourism sector. Primary amongst these are hotels and lodging services,
transportation and communication, safety and security and tourism information services.
This makes it difficult to provide the standards of facilities and services which tourists
require.

v. Lack of inherent tourism potential:

In Bangladesh, the development of tourism is impeded by their lack of inherent natural,

historical or cultural tourism resources. However, as mentioned earlier, though it is a crucial
factor, tourism heritage assets alone cannot make a successful tourism industry.

vi. Lack of technical know-how and weak promotional activity:

Even when that fundamental awareness is there, in many cases there is generally a
lack of tourism knowledge and professionals. Tourism, as a modern industry, is recent in
the world. It is also a new and unfamiliar activity in Bangladesh. Another related problem is
the absent or weak publicity promotion and mass media exposure due, in many cases, to the
limited technological services available.

vii. Lack of tourism investments:

While investment in services is a well-established economic activity in the developed
countries, it is still lagging behind in developing ones. Investment in service-oriented
projects, particularly tourism, in developing countries is often regarded as a high-risk
task. Accordingly, though they may have a natural tourism potential, it is very difficult
for Bangladesh to gain access to reasonable financing for their touristic projects even
when they manage to tackle the problems of project identification and planning.

viii. Lack of consistent tourism strategies and policies:

In Bangladesh, there are still difficulties in getting integrated tourism policy-making

due, in general, to policy conflicts between the government departments and the
tourism private agencies. This is coupled in many cases with the lack of effective
administration, regulation and institutional frameworks of touristic activity.

ix. Lack of tourism diversification:

For many years, international tourism has been characterized by its concentration in
coastal or watercourse areas, and in summer for rest, relaxation and leisure. However,
modern touristic activity has shown a growing tendency towards diversification and change.
This makes it difficult for Bangladesh, including those with a relatively developed tourism
sector, to keep pace with the rapidly changing and complex requirements of tourists. In
a highly competitive international tourism market, and considering the emergence of
new touristic destinations, improvement of the conditions that foster modern tourism
development is not an easy process.

x. Lack of tourism safety:

The safety of tourists is among the primary factors for any successful tourism industry
and should, thus, be one of the basic objectives of tourism planning and provisions.
Safety- related tourism problems, whether real or perceived, exert a negative impact on the
reputation of host countries. In this regard, negative perceptions appear to play a
detrimental role in the prospects of tourism in Bangladesh. Even such factors as rumors
may cause great damage to complete tourist seasons.

Strategic Policy for Sustainable Tourism Development

1. Draft plan of action for sustainable tourism development in Bangladesh

To meet the various requirements for sustainable tourism development, a number of issues
need to be addressed and specific actions need to be taken at the national and regional levels.
Attention also needs to be given to the various modalities for implementation of those actions.
Attention also needs to be given to the development of strategies for the implementation of
the action plan within a specified time-frame and the mobilization of resources.
2. Requirements for sustainable tourism development
Human beings are at the centre of concerns for sustainable tourism development. In order for
tourism development to provide benefits to people in host countries and satisfaction to the
tourists visiting those countries, the positive contribution of the tourism sector needs to be
sustained and negative effects minimized or eliminated. This requires that all people involved
in the tourism industry have foresight, commitment and the tools to plan and manage in a way
that meets present needs without compromising the ability of future generations to meet their
own needs.
While tourism is an economic activity largely carried out by the private sector in most
countries, national governments make policies and plans for tourism development in terms of
national economic objectives. These objectives aim at earning foreign exchange, creating
employment, attracting investment and ensuring more equitable and more widespread
distribution of income. Sustainable tourism development, on the other hand, involves almost
all aspects of life, and this means that the tourism industry must be viewed as an integrated
whole with an impact on not just the economy, but also society, culture and the physical
environment. This requires consideration of what tourism does to the environment and the
quality of life, and how it affects the needs of local people.
The tourism industry is characterized by a range of various interests held by a number
of different stakeholders. In order for the various groups to resolve differences or conflicts,
governments must take the lead in fostering cooperation and collaboration. This can be

done by ensuring that the integrated, sustainable features of the industry are kept in mind as
all stakeholders express their views and interests, and that decisions are made accordingly.
Coordination, management and planning by government agencies are prerequisites
for creating the modalities to sustain tourism development and ensure that stakeholders keep
in view their collective interests. Sustainable tourism development requires direct attention
and explicit statements with regard to policies and future plans.

3. Issues to be addressed

The recommendations of various meetings, seminars and workshops, including the

Intergovernmental Meeting on Tourism Development, have shown that there is considerable
scope for strengthening national capabilities and promoting regional cooperation in achieving
sustainable tourism development.
There is a need for a clear mandate from the government to facilitate appropriate roles for the
various stakeholders. There is also a need for integrating and coordinating tourism policymaking and planning with the full range of other government agencies, such as those involved
in infrastructure, human resources development, environmental management, immigration,
border-crossing formalities and social development at the community level.
Both substantive and procedural policy issues which influence the strength of national
capabilities were considered at the Intergovernmental Meeting on Tourism Development.
These policy issues serve as the parameters for the present draft plan of action.
Indicated below are some of the major policy issues which need attention.

4. Policy-making for Sustainable Tourism

Tourism policy: The tourism policy of a country provides the most explicit indication of the
governmental approach to sustainable tourism development and the role that all stakeholders
in the tourism industry need to play. As part of tourism policy, organizations can be set up
which are able to set objectives, formulate plans and implement programmed. Policy makers
also need reliable information and good-quality data on a timely basis in order to appreciate
the complex and long-term interactions that tourism has to maintain with the rest of the
economy. If information or data are lacking, then the importance of the contribution of
tourism to sustainable socio-economic development tends to be overlooked. In our country,
the national tourism organizations do not receive enough resources, and their capabilities
therefore remain limited.

5. Planning for Sustainable Tourism

Planning has both policy and operational elements which form part of the process by which
the government decides on objectives, sets out the means for achieving the objectives and sets
priorities. Policy planning involves the long-term outline of general goals, objectives and
directions for sustainable tourism development. Operational planning covers the strategies
and procedures to be implemented in order to carry out the policy. Integrated planning also
requires reliable and timely information in order to highlight clearly the links between
national economic development and the tourism sector.
Development of a tourism master plan and introduction of integrated tourism planning are
appropriate approaches for sustainable tourism development, because all aspects can be
covered in a comprehensive way, including the social, cultural, economic and environmental
aspects. A master plan and integrated tourism planning can indicate that the tourism sector is a
major part of the national economy and that the planning process will be ongoing and actionoriented in ways that facilitate implementation.

6. Managing for Sustainable Tourism

Managing sustainable tourism development involves leading, coordinating and controlling in

order to bring together all of the resources that will contribute to formulating and
implementing the national tourism policy. Administrative issues are also involved as they
relate to setting up the structure of a national tourism organization and defining its functions
and responsibilities.
Leading the development may involve setting up councils or committees at the highest levels
of government to underscore the commitment, and being a catalyst for sustainable tourism
development. Coordinating may require working with the various stakeholders from the
national level to the local level in order to set priorities and create consensus for action.
Controlling may include establishing mechanisms, laws and regulations that ensure coherent
inter-sector coordination within the government and that will promote broader participation
and spread benefits more widely to sustain tourism development.
Management can also become more effective if supported by systematic, reliable information.
Such information can also play a role leading to greater awareness of the opportunities and
benefits that could be derived from cooperation and sharing among countries at the regional
and sub-regional levels.

7. Private sector participation

In most Asian and Pacific countries and areas, the private sector is recognized as a
major stakeholder since it is largely responsible for providing tourism services. So
Bangladesh has to encourage private sector for this potential sector. One of the most
important issues has been how to attract greater private sector participation, including
development of partnership between the public and private sectors.

Tourism and its impact on Economy

The World Travel and Tourism Council (WTTC) reported in 2013 that the travel and tourism
industry in Bangladesh directly generated 1,281,500 jobs in 2012 or 1.8 percent of the country's
total employment, which ranked Bangladesh 157 out of 178 countries worldwide. Direct and
indirect employment in the industry totaled 2,714,500 jobs, or 3.7 percent of the country's total
employment. The WTTC predicted that by 2023, travel and tourism will directly generate
1,785,000 jobs and support an overall total of 3,891,000 jobs, or 4.2 percent of the country's total
employment. This would represent an annual growth rate in direct jobs of 2.9 percent. Domestic
spending generated 97.7 percent of direct travel and tourism gross domestic product (GDP) in
2012. Bangladesh's world ranking in 2012 for travel and tourism's direct contribution to GDP, as
a percentage of GDP, was 142 out of 176.

Chapter-3
Organization Profile

Organization Name:

Northern Exposure Bangladesh.

Organization Address:
Shebok-67, Raynogor, East Mirabazar, Sylhet 3100, Bangladesh.
Contact Number:
+8801673600800.
Email:
northernexposurebd@gmail.com, info@northernexposurebd.com.
Website:
http://www.northernexposurebd.com.
Facebook Page:
http://www.facebook.com/northernexposurebd.com.
Key Personnel:
Faisal Mohammad Shahriar, CEO
Year of Establishment:
2012 A.D.

Type of Business:
Tourism and Service.
Short Description of Organization:
Northern Exposure Bangladesh is a travel service provider that offers a wide range of services
from travel planning assistance to guided tours to Bangladesh and abroad

Scope of Operations:
Travel planning, reservation & booking, visa assistance, package and customized tours, guided
tours, tourism & hospitality research assistance, tourism industry collaboration.
Organizational Slogan:
Memorable Experience of Responsible Tourism.

History and Background of the Organization:

Bangladesh is a land of beauty with rich heritage and culture. Therefore, it possesses immense
potential of tourism development. The potential for nature based, cultural & heritage, religious
and adventure tourism for Bangladesh is truly unlimited. Over the past two decades especially,
the number of local and foreign visitor to the various destinations of Bangladesh has been
increasing rapidly yet steadily. The number of local tourists visiting foreign country destinations
has also increased significantly over the years as a result of increasing disposable income and
opportunities for leisure especially among the younger employees and business people.
As a result of the growing potential of the tourism industry, the number of tour operators in
Bangladesh has also increased significantly. Offering different types of tourism services, these
firms are indeed contributing to the development of the industry and the country as a whole.
However, the types of services provided by these firms are almost identical and somewhat
orthodox in nature. Also, such firms are largely concentrated in the capital city Dhaka although
most of the tourism destinations are situated in other parts of the country.
Sylhet, the spiritual capital of Bangladesh is also known as the land of two leaves and a bud.
Nature has decorated this serene landscape with lush green tea gardens, adventurous hills, dense
forests and mostly the holiness of shrines. A spectator always finds nature at its best in this
region. Numerous attractions are laid over here and there for the curious tourists. Besides, its
inner beauties, Sylhet is conveniently located near the spectacular Indian north-east, the new
focus of tourism in this sub-continent. Tourists can easily travel to the nearby Indian destinations

through a number of land borders of this region and complement the tour with visit to local
attractions. Considering the number, variation and convenience of the tourist attractions, it can be
conveniently forecasted that, this region is going to be the next tourism capital and regional
tourism hub. However, the number of tour operators catering this increasing traffic of tourist in
this region is only a handful and are mostly lacking the innovativeness required to tap the
diverseness of the market.
Keeping the potential and need for innovative services in mind, Northern Exposure Bangladesh
has been founded in 2012 in Sylhet, Bangladesh with a view to cater the changing needs of the
tourists with value, sophistication, innovativeness, responsiveness and sincerity. Promoting
responsible tourism, Northern Exposure Bangladesh put down all of its efforts to minimize any
adverse impact of tourism on nature, people and structures in every step. Northern Exposure
Bangladesh offers a wider range of services to its clients and partners and largely promotes
tourism in Sylhet region and Indian north-east. Creating value in every activity is the motto of
Northern Exposure Bangladesh that makes every journey a memorable experience.
Mission:
To promote and create memorable experience of responsible tourism through providing value,
sophistication, innovativeness, responsiveness and sincerity.
Objectives:
1. Providing a wide range of tourism services ranging from travel planning, reservation &
booking, visa assistance, package and customized tours, guided tours, tourism &
hospitality research assistance to tourism industry collaboration to the valued clients and
partners.
2. To promote responsible tourism among all the stakeholders.
3. To collaborate and cooperate with other industry members to promote tourism to Sylhet
region and Bangladesh at large.
4. To create a platform for all the stakeholder of the tourism industry to enhance the
potential of Sylhet and Bangladesh at large as a preferred tourism destination.

Successes and Milestones:

1. Northern Exposure Bangladesh has provided guided tours in various destinations of
Sylhet region to more than 500 tourists since its inception, among them a mentionable
part was foreigners.
2. Northern Exposure Bangladesh has inaugurated its outbound tour operations in early
2014 with some innovative and out-of-the-box tour packages to North-East India and
other regions. Since inauguration, Northern Exposure Bangladesh has conducted 6 tours
taking nearly 100 tourists on their lifetime experience.
3. Northern Exposure Bangladesh has been reliably providing Indian Railway Ticketing
service with minimal fees and created a good number of satisfied customers already.
4. Northern Exposure Bangladesh is planning to extend its outbound tour operations to
Nepal and Bhutan very shortly. Designing tour itineraries is now in progress.
5. Northern Exposure Bangladesh has been the only tour operator of Bangladesh that has
been able to use Sylhet as a hub for outbound tourism. Most of the tours of Northern
Exposure Bangladesh to India pass through Sylhet even if other routes are available.
6. Northern Exposure Bangladesh has been a reliable source of updated and valued
information about tourism and travel to anyone in need of so. Northern Exposure
Bangladesh regularly provides beneficial information to the tourists though its website
and facebook page, besides face to face counseling.

Chapter-4
SWOT Analysis of Tourism sector in Sylhet

Strengths
Heaven like Natural beauty (including mountain, flora and fauna, rivers and lakes etc).
Pollution free environment.

Cost effective transportation facility.

Rich history and heritage.
Liberal behavior of local people towards tourist.
Moderate level of traffic.

Weaknesses

Poor transportation system.

Unavailability of proper mode of communication.

Insufficient number of restaurant.

Lack of accommodation.

High price of resorts, hotel and motels.

Long time waiting for booking system.

Many attractive location of sylhet still remain unexplored.

Lack of security.

Opportunities

Building awareness among tourist, policy maker and local community.

Training program to local community.

Huge campaign to create a positive attitude toward tourism, Building positive attitude
toward Sylhet. Like positive Sylhet.

To flourish handicraft and locally made organic food.

Establishing better transportation system including launching luxury bus, luxury boat,
helipad etc.

Making cost effective accommodation facility.

Increasing strong security system for both inbound and outbound tourist.

Job creation.

Enriching standard of living of people.

Threats

Fear of abduction.

Poor coordination among tourist, local community and policy makers.

Fear of local communities for loss of land.

Misinterpretation or misconception about tourism in local communities.

Conflict between ethnic minor community and migrated Bengali for coexistence in hill
tract area.

Non-sustainable behavior of Bengali and tourist, and sometimes by tribal.

Destructing nature.

Chapter-5
Analysis of the Report

Analysis of the report:

To collect the primary data a survey has been conducted of Northern Exposure Bangladesh. The
population was the 20 customers of the company.
1. Company professional: The customers of the company were asked how they judge of
company professional. From the customers their perception on company professional are
extremely professional (5%), very professional (50%), moderate professional (30%),
slightly professional (10%) and not at all (5%). Their answer is stated in the table and
pie graph in percentage.
Extremely professional
(5%)

Very

Moderate

Slightly

professional
(50%)

professional
(30%)

professional
(10%)

Not at all
(5%)

Company professional
50%
40%
30%
20%
10%
0%

Figure: Company professional measurements

2. Company convenience: The customers of the company were asked how they feel of
company convenience. From the customers their perception on company convenience
are extremely (5%), very (50%), moderate (30%), slightly (10%) and not at all (5%).
Their answer is stated in the table and pie graph in percentage.

Extremely

Very

Moderate

Slightly

Not at all

(15%)

(55%)

(20%)

(10%)

(0%)

Company Convenience

Company Convenience
60%
40%
20%
0%
Extremely

Very

Moderate

Slightly

Not at all

Figure: Company convenience

3. Customer needs: The customers of the company were asked how they feel that
company understands their needs. From the customers their perception on company
understands their needs are extremely well (20%), very well (35%), moderate well (40%),
slightly well (5%) and not at all (0%). Their answer is stated in the table and pie graph in
percentage.

Extremely well

Very well

Moderate well

Slightly well

Not at all well

(20%)

(35%)

(40%)

(5%)

(0%)

Customers needs
50%
40%

40%

35%

30%
20% 20%
10%
0%
Extremely well

5%
Very well

Moderate well

0%
Not at all well

Slightly well

Figure: Understand Customers needs

4. Comparison service with competitors: Here I asked customers that compare to
competitors how about company service. From the customers their perception on
company services are great deal better (5%), bit better (40%), somewhat better (35%),
about same (15%), bit worse (5%), great deal worse (0%), and dont know (0%). Their
answer is stated in the table and pie graph in percentage.
Great deal
better
5%

Bit better
40%

Somewhat
better

About the
Same

Bit worse

35%

15%

5%

Great deal

Dont

worse

know

0%

0%

Comparison Service
40%
35%
30%
25%
20%
15%
10%
5%
0%

Figure: Comparison service with competitors

5. Comparison price with competitors: The customers of the company were asked that
compare to competitors how about company price. From the customers their perception
on company price are great deal higher (0%), bit higher (0%), somewhat higher (5%),
about same (40%), bit lower (40%), somewhat lower (10%), great deal lower (5%), and
dont know (0%). Their answer is stated in the table and pie graph in percentage.

Great deal

Bit

Somewhat

higher

higher

higher

About the
Same

0%

0%

5%

40%

Bit
lower
40%

Great
deal

Somewhat

lower

lower

5%

10%

Dont
know
0%

Comparison Price
Dont know
Somewhat lower
Great deal lower
Bit lower
About the same
Somewhat higher
Bit higher
Great deal higher
0%

5%

10%

15%

20%

25%

30%

35%

40%

Figure: Comparison price with competitors

6. Responsive towards customers: Here I asked customers that how responsive of

company to their needs and feedbacks. From the customers their perceptions on company
responsiveness are extremely (15%), very (45%), moderate (20%), slightly (20%) and not
at all (0%). Their answer is stated in the table and pie graph in percentage

Extremely

Very

Moderate

Slightly

Not at all

(15%)

(45%)

(20%)

(20%)

(0%)

Responsive towards customers

20%

Extremely

15%

Very
Moderate

20%

Slightly

45%

Not at all

Figure: Responsive towards customers

7. Problems faced by customers while traveling: I also asked customers about traveling
that they have faced while visiting many places. From the customers their perceptions on
problems faced these are social (20%), monetary (10%), cultural (10%), political (60%),
others (0%). Their answer is stated in the table and pie graph in percentage
Social
20%

Monetary
10%

Cultural
10%

Political
60%

Problems faced by Customers

60%
20%
10%
Social

Monetary

10%

Cultural

Political

0%
Others

Others
0%

8. Regarding Sylhet facilities should be improved: Here, I also asked about that facility
should be improved for Sylhet. They had shared their valuable opinions these are
transportation facility (60%), hotel facility (25%), and safety (15%). Their answer is
stated in the table and pie graph in percentage
Transportation facility
(60%)

Hotel facility
(25%)

Safety
(15%)

Facilities should be improved

15%
Transportation facility
Hotel facility

25%

60%

Safety

Figure: Facilities should be improved for Sylhet

9. Now, Factors may help to reduce crisis of tourism companies: I also asked
customers that recently huge crisis is facing by Tour Company and which factor may help
to solve it. They had given their opinions these are government (65%) and public
awareness (35%). Their answer is stated in the table and pie graph in percentage.
Government
65%

Public awareness
35%

Solution for present situation

80%
60%
40%
20%
0%

Government

Public awareness

Figure: Solution for present tour company crisis

10. Customer feedback for Northern Exposure Bangladesh: At the last part of the
survey I asked our served customers that what facility should include in our itinerary.
They had shared their valuable speech these are website facility (50%), customer
feedback facility (20%), Expand marketing (20%), and low rate packages (10%). Their
answer is stated in the table and pie graph in percentage.
website facility
50%

Customer feedback facility

20%

Expand marketing
20%

low rate packages

10%

Customer feedback for NEB

50%
40%
30%
20%
10%
0%

Crisis may solve by two

parties

Figure: Customer feedback for Northern Exposure Bangladesh

Chapter-6
Findings of the report

Findings of the report:

It is widely recognized that Bangladesh is very rich by the natural beauty and panoramic views,
what a tourist wants to enjoy. But there is lack of effective initiatives, proper management plan,
and quick & sincere effort from responsible authority. Bangladesh is a reverie country. She has
vast natural beauty and a glorious historical background. Since liberation Bangladesh has
progressed a lot and has paved her way to development with a good agro-based economy as well
as industry and service sector. Tourism is a part of service. But it has good associations with
some other sub-sector of service and non service sectors. A large number of employment
opportunities are being created by this sector. Tour operator business is doing well in
Bangladesh. Thousands of young people have engaged themselves as tourists guide. Moreover
some other induced impact of truism results in economic progress in local area and the country
as a whole. Communication, throughout the country, is developed because of tourism. As a
result, other economic activities are augmented. Several lacking founded while working
preparing report these are given below.

Problems of Tourism sector in Sylhet: There are several problems have founded these
are listed in the below;
A. Lack of financial support from government
In a report of World travel and Tourism Council (WTTC) Economic impact 2012, predict that the
investment at tourism sector will reach TK36.52 billion in 2012 and rise by 6.7 percent over the
next 10 years to taka 69.8 billion in 2022 in Bangladesh. It is a global report but in Bangladesh
no reliable report, data or statistics on tourism are available. But this assumed investment how,
when and where will be invested are not clear. All policy, planning and moneys are allocated for
already established as tourist organization. There is no extra planning or budget allocation for the
development of Sylhet district to establish as a popular tourist spot.
B) Political problems

Bangladesh is now in the grip of unpredictable political violence and resulting insecurity of the
highest order. The nascent tourism industry of Bangladesh is now facing long lasting damages
due to civil unrest in the form of uninterrupted blockade, frequent hartals and associated violence
of various natures. It is the peak of tourism season-December-March-- and tour operators of the
country were buoyant with expectation that performance and growth in 2014-15 would surpass
performance and growth of 2012 by a big margin. But picture changed radically because of
political turmoil. Almost all the bookings for the month of January from foreign tourists have
been cancelled. About 5,000 tourists were expected to arrive in Bangladesh until March, but if
blockade, hartal and associated violence do not end soon, rest of the bookings are also going to
be cancelled. Starting from January 5, nonstop blockade and the accompanying violence and
destruction have created highly unsafe situation in the country_ a situation seriously damaging
the sector. The unwelcome and highly adverse situation prompted the tour operators to organise
an urgent press briefing to voice their concern. They told that the tourism sector may count a loss
of Tk 100 crore in the next three months due to cancellations of planned tours by foreign
travellers, because of political violence. It can be safely said that, the budding tourism industry
in the country is reeling under the situation, created by civil unrest all over the country and tour
operators are going through problems of unprecedented nature, in addition to huge financial
loss. It is interesting to note that cancellations of booked trips result in only monetary loss to the
tour operator or loss of business, no other trouble. But they are facing really tough time in
handling the foreign tourists who have already arrived. In a situation as uncertain as prevailing
in the country now, a number of tour operators of the country are displaying lot of ingenuity in
handling their groups of foreign tourists, already arrived
C) Safety and security
Safety and security is one of most necessary element for tourism development. If any tourist feel
insecure in a tourist spot, if there is fear of abduction or fear of losing precious possession, then
how attractive the tourist spot is, people will not feel urgency to see the spot. In Sylhet,
Bangladesh army and district administration and Bangladesh police engaged to ensure the
security of the tourist. But it is not enough to protect tourists from abduction. Local people
should be encouraged to ensure the security of tourists.
D) Lack of transportation system
It is a most common problem of Bangladesh. For this transportation system is not good in sylhet.
If tourists want to go any remote tourist place, like HumHum Waterfall, Bisnakhandi or Lalakhal,
at first they think about the transportation system of the particular area. Also, price of
transportations are higher than other districts of Bangladesh.

E) Absence of training institution related to tourism

Lack of effective and efficient training institution is another problem against fostering tourism at
Sylhet. Sometimes Bangladesh Parjatan Corporation and other training institution organize some
training program and seminar program in Dhaka. District wise training program are very limited
in number.
F) Lack of market information
There is a lack of information about the potential tourist of Sylhet. Because there are few tourist
come to visit Sylhet compared to coxsbazar, (another popular tourist spot in Bangladesh). So
without information it is difficult to evaluate the prospective number of tourists and their
demand. And this information is so necessary to develop infrastructural facility.
G) Hotel facility
There is lots of Hotel in Sylhet. Some hotel quality is good but price higher. Though hotel is
three stars but price is like five star hotels. Others low class hotel available which is not suitable
for tourists.
H) Lack of appropriate tourism policy
The national tourism policy was declared in 1992 describing various objectives. A strategic
master plan for tourism development was prepared by UNDP/WTO in1990 which is updated by
WTO. Bangladesh Parjatan Corporation, since its inception in 1972 has worked harder to
establish Bangladesh as tourism oriented country by hotels, motels, and restaurant. But it is not
enough for the development of tourism. The corporation should formulate sustainable tourism
policy by maintain conservation, respecting cultures of tribe, finding current tourist trend, market
identification.
J) Conservation
If tourism develops at Sylhet the local community should be careful and attentive to preserve its
natural beauty because this natural beauty can ensure their better life by providing jobs to them.
Sylhet tourist potentiality as a tourist destination depends on nature. So we should keep in mind
the need to preserve and protect the natural beauty of Bangladesh by educating all including
tourist, tour operator and local community.

Prospects of Tourism sector in Sylhet: There are several positive views of tourism sector
in Sylhet these are given below;
A. Natural Beauty
Sylhet is called the tea capital of Bangladesh. It is known for its tea-gardens and natural
resources. The vast area of Beautiful greenish view of tea plants attracts an enormous number of
tourists. Nestled in the picturesque Surma Valley amidst scenic tea plantations and lush green
tropical forests, greater Sylhet is a prime attraction for all tourists visiting Bangladesh. Laying
between the Khasia and the Jaintia hills on the north, and the Tripura hills on the south, Sylhet
breaks the monotony of the flatness of this land by a multitude of terraced tea gardens, rolling
countryside and the exotic flora and fauna. Here the thick tropical forests abound with many
species of wildlife, spread their aroma around the typical hearth and homes of the Mainpuri
Tribal maidens famous for their dance.
B. People of Sylhet
About 26 million people lives in Sylhet. They are very much friendly which is attracting
foreigner. An interesting feature of Sylhet region is the aboriginal tribes such as the Tipperas, the
Monipuris, Khasis and Garos who still live in their primitive ways in the hills, practising their
age-old rites, rituals, customs and traditions. During festivals such as, Rash Leela (Full-moon
night in February) and Doljatra, the attractive young girls dressed in colorful robes, dance with
the male members of their choice & love. The Monipuris perform their famous dance, based on
allegorical love themes of the ancient mythology.
C. Investment Opportunity
In comparison to others less people are interested to invest in the tourism sector. This
phenomenon is not only in Sylhet but also all over the country. Thats why this sector is lagging
behind to come into focus though it has a great potentiality. It is because of lacking of knowledge
of about this sector. Sylhet is a dream land for natural lover for its multitude of terraced Tea
gardens, The shrine of Hazrat Shahjalal , Tamabil, Srimangal, jaflong, etc.
D. Moderate level of Traffic
Traffic congestion was rarely seen on roads of Sylhet city. Most traffic-clogged cities in
Bangladesh are Dhaka and Chittagong. This opportunity can help Sylhet to attract foreigner.

E. Hotels in Sylhet
Now a days number of tourists has been increasing remarkably. Thousands of people visits
Sylhet every year. For meeting demands of tourists at Sylhet now so many hotels and resorts has
been built for meeting accommodation. These hotels are Grand Sultan Tea Resort & Golf,
Nazimghar Resort, Hotel Rose View, Hotel Star Pacific, Hotel Valley Garden, Hotel Metro
International, and Britannia Hotel etc.

Chapter-7
Recommendations

Recommendations
Tourism is an industry of providing services. It could not be isolated from other sectors; rather it
depends on some combined effort of other service sub-sectors like hotel and motels, transports,
foods, security, guide etc. These facilities are the infrastructures of tourism which is still far
behind from satisfactory level. Sylhet is blessed with huge natural beauty which constitutes
major part of tourism industry. Proper maintenance of these beauties along with assuring other

logistic facilities can make the tourism most lucrative sector. For this, concentrations are to be
made on some areas.

Transportation Facilities

A precondition of tourism industry is good transportation. Since Bangladesh is a plain country,

rout transport is very popular here. In 1997, the total length of paved road under the Roads and
Highways Department stood at more than 20,000 kilometers. The road transport carries about
70% of the countrys total passenger and cargo. For tourism, infrastructures in road, railway, air
and water transport are important.

Accommodations for Tourists

For tremendous progress in tourism industry, a parallel linkage development in accommodation

facilities is utmost necessity. The hotel business in Bangladesh is being flourished centering
major tourist spot like Coxs Bazar and other important tourism city. There are quality hotels in
major cities. Rose View, a 5 star is at Sylhet, a beautiful city sharing same geo-continental plate
with Indian hilly state of Meghalaya.

Security for Tourists

Security is another important aspect for the development of tourism industry. For ensuring safety
and security of tourists, a new wing of Bangladesh Police has started to serve. Moreover, mass
people of Sylhet have to come forward to ensure the security of foreign tourists.

Tourist Operators and Tourist Guide

There are so many tour operator businesses in Bangladesh. They arrange different tour packages.
Some mentionable tour operator is The Guide Tours Ltd., Himalayan Travel and Tourism,
Journey Plus, Ras Holiday, River and Green Tours, Saint Martin Tourism Ltd., Speed Holidays,
Unique Tours & Travels and Mangrove Tourism mentionable. Availability of tourist operator and

guide may encourage tourists to tour around the country. Availability of tour operators and guide
may promote people for tourism.

Diversified Food Culture

Availability of food according to tastes of different countries and their choices is one of the
major prerequisites to attract international tourists. Food habit varies from region to region. To
increase tourist exports, proper arrangement of food from different culture is important.

Public Private Partnership (PPP) in Tourism

For swift development, Public Private Partnership in Tourism is emerged in recent years.
Bangladesh Parjatan Corporation has taken steps to build new facilities, including hotels, motels,
restaurants and amusement parks in 13 districts, to accelerate growth of tourism, mainly
domestic. The next fiscal year's budget may consider 21 tourism projects across Bangladesh
under public private partnerships (PPP), which are planned to start operations by 2013.

Implementation of Tribal Tourism

Bangladesh has huge tribal population living mostly in the Chittagong Hill Tracts and in the
regions of Mymensingh, Sylhet, and Rajshahi. The majority of the tribal population lives in rural
areas, where many practiced shifting cultivation. They have completely different culture and life
style. Many curious tourists interested in their culture and life style may be attracted by
promoting tribal tourism.

Introducing Slum Tourism

Any country likes Bangladesh having a large number of slum dwellers that has high appeal to
first world country people can attract huge tourists every year. Slum tourism is a type of tourism

that involves visiting impoverished areas, which has become increasingly prominent in several
developing countries like India, Brazil, Kenya, and Indonesia.

Chapter-8

Conclusion

Conclusion
Tourism is a promising sector in Bangladesh. It is a growing sector with an increasing
contribution in GDP. Mere some infrastructural development can make the sector sustainable.
Though the contribution of this sector is already at significant level, it is important to maintain
the industrys sustainability for not to hamper regular growth in GDP. An economy has a regular
growth in its size. This growth is contributed by all sectors of it. Importance should be given on
tourism for its maintenance and growth. Sylhet is one of the districts of Bangladesh that is
blessed with unparallel divine beauty. There are more than sixteen popular tourist spot at Sylhet
in Bangladesh. In 2011, 1036 foreign tourist sand in 2012, 1205 foreign tourists came Sylhet to
visit and enjoy its natural beauty.
It is a great pleasure to me to do my internship program in reputed organization like NEB. The
three months of practical orientations helps me to provide a wide range of scope to observe the

operations. Because of the confidentiality of the organization, I am allowed to get limited

information for my study, therefore all the information used in the report was meant for the free.
The objective of the study is to find out problems and prospects of Sylhet. This report also tries
to identify the relative factors that satisfy tourist interest. Lack of proper planning, lack of
coordination among administration, lack of transportation and lack of accommodation facilities
are the major problems of tourism at Sylhet .To overcome these problems Government should
take initiatives by establishing a good transportation system, training institution, establishing
tourist zone, announcing Wi-Fi zone in the tourist destination. Government can introduce
mountain tourism, culture tourism, rural tourism and pro-poor tourism at sylhet.

Appended part
A questionnaire on the study of Customer satisfaction on Northern Exposure Bangladesh
Dear respondent, a very good day to you. This survey questionnaire is done to understand the
analysis of customer satisfaction of Northern Exposure Bangladesh. Your personal perception
and honest answer is considered as vital importance for the success of the study. Please answer
all the questions. No answer is judged right or wrong. The results of this study will be of
paramount importance for development of this sector and overcoming the challenges. Your
identity will be kept confidential. Thank you so much for your time and the cooperation. May we
now proceed to the survey please?
Customer name
Occupation:
Name of the Organization:
Signature and Date:
1. How professional is our company?

o
o
o
o
o

Extremely professional
Very professional
Moderate professional
Slightly professional
Not at all professional

2. How convenient is our company to you?

o Extremely convenient
o Very convenient
o Moderate convenient
o Slightly convenient
o Not at all convenient
3. How well do you feel that our company understands your needs?
o Extremely well
o Very well
o Moderate well
o Slightly well
o Not at all well
4. Compared to our competitors, is our service better, worse or about the same?
o A great deal better Quite a bit better Somewhat better
o About the same
Quite a bit worse A great deal worse
o Dont know
5. Compared to our competitors, are our prices higher, lower or about the same?
o A great deal higher
Quite a bit higher
Somewhat higher
o About the same
Quite a bit lower
Somewhat lower
o A great deal lower
Dont know
6. Overall, how responsive have we been to your questions or concerns about the service?
o Extremely responsive Very responsive Moderate responsive
o Slightly responsive
Not at all responsive
7. What sort of problems did you face while traveling?
o Social
o Monetary
o Cultural
o Political
o Others [Please write]
8. Regarding Sylhet, what kind of facility should be improved?
o Transportation facility
o Hotel facility
o Others [Please mention: .]

9. Present crisis of Tourism companies, what factors may help to solve it?
o Government
o Public
o Others [Please mention.]
10. Regarding Our Company, What kind of facility should be included? Please comments in the
below.
Please write
........................................................................................................................................................
............................................................................................................................................................
..........................................................................................................................................................

Reference
1. Akter, M. B. (2005). Problems and Prospects of Tourism Industry in Bangladesh: A Study on
Sylhet Region. Research paper under the Department of Marketing, University of
Rajshahi.
2. Hossain, D. Z., Kazal, M. M., & Faisal, F. M. (2010). Lack of Utilization of Local Funds and
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