Customer satisfaction level of bKash as a mobile payment platform

Abstract

This report is based on my working experience at bKash as a part of the internship program. In order to incorporate the practical knowledge, I got from the organization into the report; I have chosen to prepare my report on the customer satisfaction level of merchant payment service of bKash under the head of “Customer Satisfaction level of bKash as a Mobile Payment Platform”. The report is aimed to exhibit the Merchant Payment management activities of the organization, how it works and to what extent the users of the system are satisfied with the service. The report also offers some suggestions for the improvement of the performance in order to achieve a superior level of customer satisfaction. The report also made some recommendations regarding its policies and procedures. bKash must try to improve the server, educate the customers about their security system for payment system, and reduce its service fees. In the survey analysis, through the use of SPSS software I have found that the customers were satisfied with the reliability, responsiveness, assurance, empathy, accessibility, courteousness and tangibility dimension of the service that they received. At last I can say that although the customers of bKash merchant payment system are satisfied with the service, they should try to focus on the issues that the customers value the most and work accordingly to achieve a superior level of customer satisfaction.