Analysis of consumer satisfaction level on bKash Limited as a mobile financial service provider

Abstract

bKash Limited is a subsidiary of BRAC Bank. It was first originated in 2010 as a joint venture between BRAC Bank Limited, Bangladesh and Money in Motion LLC, USA. Mainly it is a private limited company which is created especially to provide mobile financial services in Bangladesh. Its mission is to provide affordable, suitable, convenient and consistent financial service towards the consumers. More than 70 people among each 100 of the population of the country live in rural areas where access of the formal financial services is difficult. But these are the people mostly in need of such services. And that is why bKash’s main focus is to serve the deep rural people. bKash is promising their user’s to make life more easy and comfortable day by day by providing attractive and extraordinary products and services. bKash is proud to serve more than three (3) crore of it’s consumers through a number of two (2) lac agents. Consumers can now send money anywhere, pay bill, shop and buy airtime through bKash. bKash provides some core and experiential benefits to their users. bKash ensures it’s users to be fast, secure, convenient, affordable and nationwide. This report contains a brief finding of the consumer satisfaction on the products and services of bKash Limited. The history and organizational background of bKash is also summarized in the report. Moreover, a survey report, analysis and its finding have been included to reach to a result and find some recommendations about the consumer satisfaction of bKash Limited. Furthermore, I have also included each and every detail of the tasks and responsibilities that I had to follow within my three months long internship period. There is a brief informational summary on my department as well as about it’s hierarchy. Adding to that I have also included the extended tasks and responsibilities that I had to follow within the period.