Impact of digitalization of service request (information update) for customer satisfaction

Abstract

Bank Asia Ltd. is renowned for its incredible dedication to the local and international currency markets. According to various reports, it is proven that BA provides top-notch customer service, and they are continuously growing through their objective to achieve a better tomorrow. In this report, our focus was to evaluate the importance of digitalizing service requests (Information updates) to enhance customer satisfaction. Besides this, we also focused on how this would be time efficient for both the customer and employees. According to our survey, we have seen that among ten customers, six want to use an online platform to request their information change. Moreover, if customers can apply for a request online, it would save a lot of time for both the customer and the employees. It was easy to evaluate the efficiency and importance of digitalization as both the customers and my colleagues shared their experiences with me."