Customer satisfaction level on digital recharge of Robi Axiata Limited through mobile financial services

Abstract

With the uninterruptedly changing worldwide business trend, Bangladesh telecommunication industry is going to digitalize their recharge facilities through mobile financial services. Mobile financial services like bKash, Rocket, Nagad etc. are giving the facilities to do recharge in any operator in any time. Besides giving an overview of Robi Axiata Limited and describing about the job experience, the core project describes about customer satisfaction level on digital recharge of Robi through mobile financial services. The purpose of the report is to understand the issues that affect customer satisfaction level on digital recharge. The regression model recommended that “offer” variable had significant effect on customer satisfaction level on digital recharge of Robi through MFS. An organized survey questionnaire was created to collect the data and proved the model. Not only factor analysis but also multiple regression were also engaged to test the model. For increasing digital recharge, Robi has to create new offers for the customers and promote that offers so that customer can avail that offers.