Analyzing the Consumer Satisfaction Level and the Performance of BKash as a Leading MFS Company

Abstract

BKash Limited is a joint venture between BRAC BANK Limited, Bangladesh, and Money in Motion LLC, USA. The ultimate objective of bKash is to ensure access to a broader range of financial services for the people of Bangladesh. It has a special focus to serve the low income masses of the country to achieve broader financial inclusion by providing services that are convenient, affordable and reliable. 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. The report also analyses the performance of bKash through the years. This report also focuses on the mobile financing industry as a whole and bKash place in this competitive industry. Through the report I have compared bKash with DBBL Mobile Banking to find out the competitive advantages of each of the company.On the other hand, through the survey I have also learned that though the consumers are satisfied but bKash Limited need to upgrade and improve on some specific areas. It is very necessary in this competitive industry for bKash Limited to retain their topmost position as a mobile financial service provider in the country.