Assessing Service Quality Of Mobile Money Transfer In Bangladesh:A Case Study On bKash

This study is the presentation of service quality of Mobile Money Transfer through user satisfaction towards bKash in Bangladesh. The study used primary data along with secondary one.  The interpretation of data found from a survey conducted among 150 rural and urban respondents’ reveals that the service quality of bKash is satisfactory in most of the cases though dissatisfaction was also found regarding few issues. The study found that people of lower income level and students trends to use mobile money transfer service more while the higher income people and the business persons rarely use this service except emergences. The study also found that people do not care about service charges in case of emergencies but they have reluctance toward the complex service charge. Finally the study recommends some suggestion to develop the overall service quality of mobile money transfer of bKash.