Applying SERVQUAL model to measure online customer satisfaction in OTT services in Bangladesh

Abstract

This report, which is divided into three chapters, covers the organization's background information, my internship experience there, and the topic I chose for this study, which is "Applying SERVQUAL Model to Measure Online Customer Satisfaction in OTT Services in Bangladesh." The main subject of the first chapter was the internship's outcome. Here is the focus was the outcome of the internship. What I gained from the internship and what the company gained for keeping me as an intern has been highlighted here. Afterwards in the second chapter, I have discussed about some of the organization practices as well as the OTT industry sector in Bangladesh. Lastly in the third chapter, I have discussed about the customer satisfaction about the overall OTT industry in Bangladesh and how the different factors have effects on the customer satisfaction along with their impact. For this section, secondary method data collection produced both qualitative and quantitative results.