Digital convenience: exploring the factors in determining the satisfaction of consumers in using Pathao service

Abstract

The fastest growing technology firm in Bangladesh, Pathao Ltd., provides a variety of services, including ride-sharing, food & grocery delivery from restaurants to customers' homes, and efficient parcel and mail handling. A group of ambitious young people founded the business in 2015, and it quickly turned into a national icon and sensation. The company's primary mode of operation was a package delivery service using a smartphone application, but it quickly expanded into the previously mentioned industries. When I joined Pathao Limited as an operations intern I got the opportunity to work there full-time and contributed to other distinct teams inside the rides and supply operations department . where my job was not specific, rather dynamic I got the chance to learn how to Onboard new drivers, training the drivers, comparing competitors, dealing with the supply fleet, tracking the riders and monitoring supply & performance statistics were among my primary duties . Moreover , I received experience in a variety of verticals, including data analysis, managing projects, market analysis, training & development, and supply management & support, while working with a variety of teams and departments throughout my internship. I gained essential knowledge about the market and its dynamics while also observing how the company performed in a competitive marketplace. This study looks extensively into the area of customer satisfaction in the context of Pathao, a cutting-edge platform that is transforming delivery and ride-sharing services along with different verticals in one app. In order to explore the several elements that affect consumers' satisfaction with Pathao's services, qualitative research methods have been used. Moreover, Through interviews and carefully analyzing consumers feedback in this qualitative research actually helped to extract the factors in details as the study not only emphasizes on the significance of solving consumer complaints,but also how to bettering consumer experience and building connection of trust. In conclusion, this study provides an engaging trip into the aspects that contribute to Pathao's service satisfaction. It delivers a broad understanding of the digital convenience tapestry through a qualitative lens, helping businesses to authentically connect with consumers and create long-lasting relationships and unravels the varied yet significant factors that shape and influence consumer pleasure by immersing itself in their narratives. This is to make it clear that, before making any inferences from this internship report, it is important to keep in mind that it was rushed to completion and that many facts had to be hidden due to client confidentiality issues. Therefore, the document might be excused if there was any discomfort or confusion.