Abstract:
Technology is helping to make the banking service available for those who are unable to access the traditional banking system. Mobile banking refers to the idea of allowing customers of a financial institution to conduct a number of financial transactions over mobile or by using other digital devices. With the introduction of mobile banking the rate of bank account holder has been amplified drastically. Starting from become a registered customer of bkash to avail cash out, Cash in services, customers need to interact with bkash agents to have proper guideline.
However, in the value chain of bkash this B2B partners plays the most important role and create a bridge of communication between customer and bkash. As a result it is foremost important task of bkash to make sure that they have selected the right distribution house and agents who are potential, legally eligible, and have the proper education to carry out the cycle of value providing process. As the major communication with customers of bkash is done by its appointed agents, agents plays a vital role to retain and maintain a good relation with the bkash customers. They are the one who directly educate people about bkash account opening to transaction process, provide customer care service, help customers to do a risk free transaction, help them in terms of service recovery situations and create a consumer communication bridge with bkash. On the other hand in order to widespread the bkash payment service bkash is working to accelerate the number of Regular Merchant and small merchant Account so that consumers can make their payment through bkash. So the main task for bkash is to create a win win situation for both the parties so that merchants can agree to accept customer's payment on their bkash account. The purpose of writing this paper is to provide a brief idea about how bkash actually works to provide value to its customers and the importance of maintaining effective communication and relationship with different parties those are placed in their value chain.
