International Journal of Empirical Research Methods

ISSN NO : 2995-6110

The International Journal of Empirical Research Methods is dedicated to promoting and advancing empirical research methodologies across various disciplines. This journal aims to provide a platform for researchers, scholars, educators, and practitioners to share insights, methodologies, and findings that contribute to the improvement of empirical research practices and the enhancement of evidence-based decision-making.

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Customer Satisfaction Towards Mobile Financial Services (MFS): A Systematic Case Study Of Bkash In Bangladesh Perspective

1 Department of Electronics and Telecommunication Engineering, CUET, Chattogram,Bangladesh   |   2 Department of Electrical and Electronic Engineering, USTC, Chattogram,Bangladesh   |   3 United States of America,United States of America   |   4 Department of Electrical and Electronic Engineering, The International University of Scholars, Dhaka,Bangladesh   |   5 Department of Environmental Science and Engineering, Lima,Peru   |   6 Department of Electrical and Electronic Engineering, University of Chittagong, Chattogram,Bangladesh   |   7 Department of Philosophy, University of Chittagong, Chattogram,Bangladesh

Volume 2

Issue 2

Page: [170 - 178]

Published Online: July 22, 2024

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  • Abstract

    This study draws upon experience at bKash Limited as part of the organizational improvements, focusing on practical insights gained from the company. We chose to center the study on evaluating the Customer Satisfaction Level of bKash’s Merchant Payment Facility within the broader context of “Customer Satisfaction towards Mobile Financial Services (MFS): A Study on bKash.” The objective is to explain the operations of the Merchant Payment system, assess user satisfaction, and propose enhancements for improved performance. The paper highlights recommendations such as upgrading the server, enhancing communication about payment security, and reducing service charges. The prime goal of this study is to gather specific data on bKash based on the Bangladeshi perspective. While users generally express satisfaction with bKash’s merchant payment service, addressing specific customer concerns identified in the survey will contribute to achieving a higher level of customer satisfaction.

    Keywords: Customer satisfaction Customer service MFS business bKash Bangladesh

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