Analyzing the customer’s perception about the service quality of customer service team of bKash

Abstract

In this report, I have tried to find out the customers’ perception towards the service quality of customer service team of bKash limited. For this, I did a survey on 50 people who took services from different bKash customer care touch-points (such as; bKash center, bKash Plus, alternative services, call center). The respondents were asked different questions to check their background and to know how satisfied they are with the service quality of the representatives. From the survey results, it can be said that bKash customer care team is successful to provide customers with better quality services. The customers are satisfied in the areas such as; professionalism, behavior, problem solving ability of the service team. Though there are some areas where the company needs to pay attention.