Analysis of Bkash Agent Service and Agent Satisfaction.

Abstract

Mobile Financial Service (MFS) is becoming very popular in Bangladesh. The people of Bangladesh are very much familiar with this service. They got very useful and beneficial from this e-money transaction system, especially in rural areas. Bkash is the leading and giant mobile financial service provider in Bangladesh. Its growth after startup as an MFS service provider is really commendable and globally it’s a great example of the success of the digital money transfer system. The company also looking for more opportunities for its growth and a long way to go in the next frontier. Bkash agents are one of the important factors for the growth of this company. All the services and deals with the customer have been provided by these agents. Their service and dedication have led the company to reach this position. All of this service and deal with the customer is done by Bkash agents in favor of the customer. Bkash has agents almost everywhere in Bangladesh. All of these agents are always active to serve their customers. They have a good response to their customer Bkash agents are up-to-date with the use of technology and they try to develop it more to provide a better and much higher volume of transactions for the customer. The ability of the agents to satisfy the customers' demand helps contribute to the satisfaction of customers with the services of agents and Bkash. Bkash services and its charges are also very competitive and agents have a minimal profit margin on every deal. But agents receive a bulk of customers every day by the popularity of Bkash. Bkash agents delivered their feedback in the survey and they are almost satisfied with the activities and operations of the company. This study helps to identified insight of agents service, their level of satisfaction and there feeling about service and company. In Bangladesh among all the MFS service providers, bKash has the highest unaided brand awareness and top-of-mind associations.