Analysis of customer perception regarding the effectiveness of fraud and dispute management of bKash Limited.

Abstract

bKash Limited is the leading mobile financial service provider in Bangladesh. Among many other MFS companies, bKash has captured maximum market share in the industry along with rapid organizational growth. I was very lucky to do my internship at bKash Limited, in the External & Corporate Affairs Division, Fraud & Dispute Management department. During the 4 months of my internship period, I got to see a glimpse of the corporate culture and operation of the company. This report is prepared based on my experiences that I gathered during my internship period. In this report, I have discussed my duties and responsibilities as an intern along with focusing on the management, marketing, systems and operations practices of the company. The analysis of the company and MFS industry are also included in this report. A short glimpse of insights has been focused in this report while maintaining the confidentiality of the organization. Moreover, a research has been conducted and included in this report. Through the research, I have tried to find out the customer perception regarding the effectiveness of fraud and dispute resolution process of bKash Limited. Based on the survey questionnaire, I have tried to measure whether the anti-fraud awareness activities of bKash are effective enough to enlighten the customers about the importance of privacy protection and whether bKash needs an upgrade of their IT infrastructure. bKash being the market leader, possess a strong brand image in the market. The business model and operation structure of bKash have helped them to grow and gain a competitive advantage in the market. Moreover, the HR practices and tremendous corporate culture are encouraging the young talents of the nation to join the organization. With their innovative service offerings and convenient money transaction system, they have gained full control over their target market. The Agent network of bKash is vastly available across every corner of the nation. Through the merchant payment option, they acquired the business and corporate customers as well. The rapid growth of bKash indicates their sincerity toward providing efficient services to the customers. bKash being the market leader, possess a great potential to flourish even brighter in the near future.