The communication gap between the users and the MFS’s service provider in Bangladesh

Abstract

This is widely recognized that a whole new world was broken with a full speed of appeal and global acceptance by the mobile financial platform. While digital platforms range from electronic commerce to mobile banking, society's doors to health, education and government in all sectors that connect individuals to their convenience. Given the communication gap between customers and service providers, MFS companies however face certain disadvantages that cause customers to face transaction problems. According to a report “Being the first mobile banking provider the company was not adequately prepared to serve the customers” (Case Analysis on Rocket Mobile Banking, Mezbauddin MD. Jibon Chowdhury, 2016). This information clearly shows the communication gap for which the company is failing to provide proper customer service. In this report as a whole, I have tried well to cover Bangladesh's MFS services and their gap in order to meet market requirements. Chapter 2 presents an overview of the industry, including the mission, vision, objectives and services offered to customers, and then I talked about SureCash, bKash, and Rocket. In the same chapter, I made a comparative analysis of SureCash, Bkash, and Rocket using Porter's five-force model, and made a competitive analysis using SWOT in the last one. After that, in Chapter 3, I mentioned the research background, the methodology, the data sources. There were also various diagrams and graphs for the survey results. In the last, I tried to find out all the possible results and made possible changes based on these possible solutions. To conclude my report, the final part of this report and the references, together with the questionnaire in the Appendix, are covered by several lines.