Abstract
This study draws upon experience at bKash Limited as part of the organizational improvements, focusing on practical insights gained from the company. We chose to center the study on evaluating the Customer Satisfaction Level of bKash’s Merchant Payment Facility within the broader context of “Customer Satisfaction towards Mobile Financial Services (MFS): A Study on bKash.” The objective is to explain the operations of the Merchant Payment system, assess user satisfaction, and propose enhancements for improved performance. The paper highlights recommendations such as upgrading the server, enhancing communication about payment security, and reducing service charges. The prime goal of this study is to gather specific data on bKash based on the Bangladeshi perspective. While users generally express satisfaction with bKash’s merchant payment service, addressing specific customer concerns identified in the survey will contribute to achieving a higher level of customer satisfaction.
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