Customer satisfaction and service quality in mobile financial services
Aumma, Hanny (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023121537661
https://urn.fi/URN:NBN:fi:amk-2023121537661
Tiivistelmä
Bangladesh, a developing country with a large number of mobile phone users, has been utilizing mo bile networks for banking services for a long time. Mobile financial services are rapidly expanding in developing nations, with bKash being the most widely used. bKash is the most widely used Mobile Financial Service (MFS) in Bangladesh. Like other developing countries, people in Bangladesh mi grate to cities for work to support their families. The need for easy and convenient money transfers for workers in cities led to the invention of "development."
bKash expanded financial inclusion by introducing mobile banking to the unbanked population, ad dressing the majority's difficulties in accessing banking facilities. Within just 12 years of launching, bKash became the leading MFS in the country with more than 70 million active and verified users. This breakneck speed of growth often comes with challenges in maintaining customer satisfaction and service quality while increasing profitability at the same time. The simplicity, low prices, and ease of use of mobile financial services have significantly advanced financial services and opportuni ties for interaction with more options. Both urban and rural residents of Bangladesh are regular cus tomers of bKash.
The research will present a combination of qualitative and quantitative methods to analyse the opinions of Bangladeshi consumers regarding mobile financial services (MFS). It has been found that customer happiness is highly impacted by excellent performance, with secure transactions, easy to access, and flexibility in customer support being important contributors. This thesis also indicated areas in which bKash might focus to keep their valuable customers and grow its overall market, and it highlighted the importance of enhancing high level service to promote customer satisfaction and commitment. The results show that in order to keep its place in the MFS market, bKash must constantly enhance its offerings.
The overview of BKash customer service and satisfaction is highlighted in the thesis. The report shows the necessity of educating customers about mobile financial services. This research paper, which made proper use of bKash in Bangladesh, offers useful guidance for businesses looking to enhance offerings in the quickly evolving field of digital banking in Bangladesh.
bKash expanded financial inclusion by introducing mobile banking to the unbanked population, ad dressing the majority's difficulties in accessing banking facilities. Within just 12 years of launching, bKash became the leading MFS in the country with more than 70 million active and verified users. This breakneck speed of growth often comes with challenges in maintaining customer satisfaction and service quality while increasing profitability at the same time. The simplicity, low prices, and ease of use of mobile financial services have significantly advanced financial services and opportuni ties for interaction with more options. Both urban and rural residents of Bangladesh are regular cus tomers of bKash.
The research will present a combination of qualitative and quantitative methods to analyse the opinions of Bangladeshi consumers regarding mobile financial services (MFS). It has been found that customer happiness is highly impacted by excellent performance, with secure transactions, easy to access, and flexibility in customer support being important contributors. This thesis also indicated areas in which bKash might focus to keep their valuable customers and grow its overall market, and it highlighted the importance of enhancing high level service to promote customer satisfaction and commitment. The results show that in order to keep its place in the MFS market, bKash must constantly enhance its offerings.
The overview of BKash customer service and satisfaction is highlighted in the thesis. The report shows the necessity of educating customers about mobile financial services. This research paper, which made proper use of bKash in Bangladesh, offers useful guidance for businesses looking to enhance offerings in the quickly evolving field of digital banking in Bangladesh.