Analysis of Customer Complaint Management System in Mobile Financial Services: A case study on bKash limited

Abstract

The aim of this internship report titled “Analysis of Customer Complaint Management System in Mobile Financial Services: A case study on bKash limited" is to fulfill the requirements for completing a Bachelor of Business Administration Degree as part of the Business Administration Department. The report is based on my experience working as an intern at bKash limited, one of the top providers of Mobile Financial Service company in Bangladesh. The main purpose of this study is to provide an analysis of customer complaint management systems and to assess their effectiveness in delivering customer satisfaction and service quality. In addition, this report provides a summary of bkash, including its operations, products and services, place in the industry, and how MIS supports its customer service efforts. While interning, I was employed by bkash as an officer within customer service operations where I assisted in resolving customer inquiries via multiple methods of communication, monitoring complaints, and complaint resolution records, maintaining complaint management databases, and helping colleagues in resolving complaints. I learned about how organizations manage customer relationships, how to process customer complaints, and how organizations operate. This study also indicated that there are many challenges within the Customer Complaint Management System including delays in resolving complicated complaints and huge volumes of them being received during peak hours; clients and staff relying on a predefined process; and issues with how departments communicate with one another. Recommendations were provided to resolve these problems such as automating processes, having better communication between departments, increasing system reliability, educating customers about how to provide feedback to management, and implementing a comprehensive system to gather customer feedback.