Evaluation of bKash’s performance in rural and urban areas.

Dear respondent:
Hope you are well. I am Anik Mahmud from University of Dhaka. Currently I am doing a survey
for my academic purpose. So, I need your kind co-operation for fulfilling the questionnaire. We
hope you will spend only 5 minutes to fill the survey. I ensure you that your information will be
used only for academic purpose.
Thank You.

Personal Information

 Gender  Male  Female

 Area  City  Village
 Age ........................................... (please type your actual age)
 Education  Illiterate  S.S.C  H.S.C  Honors  Masters
 Profession  Student  Employees  Businessman  Teacher  Other

Basic Information
 Do you have bKash account?
 Yes
 No
 Are you only user of bKash?
 Yes
 No, I have other MFS account
 Do you use App or conventional method?
 App
 Conventional
 Both
 How you are motivated to open an account in bKash?
o Self-Motivated
o Advertisement
o Friends
o Internet or Websites
o Other – Please specify: .............................................................................................

Advantage Level & Customer Satisfaction

1. What factors affect you to use bKash account? (Choose as many as you think)
a. Time Saving
b. Cost Saving
c. Flexibility or Convenience
d. Easy to use
e. Security
 f. Reliability of bKash
g. Other
2. How frequently do you use bKash?
a. Daily
b. Weekly
c. Monthly
d. Yearly
e. Not at all

(Put  marks on your choice for Question 2 – 13)

3. bKash is Time saving than Conventional financial services?

 Strongly Agree  Agree  Neutral  Disagree  Strongly Disagree

4. bKash is Cost saving than Conventional financial services?

 Strongly Agree  Agree  Neutral  Disagree  Strongly Disagree

5. bKash is Flexible or Convenient than Other MFS?

 Strongly Agree  Agree  Neutral  Disagree  Strongly Disagree

6. BKash is Easy to use?

 Strongly Agree  Agree  Neutral  Disagree  Strongly Disagree

7. BKash transactions are secured?

 Strongly Agree  Agree  Neutral  Disagree  Strongly Disagree

8. BKash is Reliable?

 Strongly Agree  Agree  Neutral  Disagree  Strongly Disagree

9. BKash’s offers and SMS are easily understandable?

 Strongly Agree  Agree  Neutral  Disagree  Strongly Disagree

10. The System, Network etc. for BKash is available to your area?

 Strongly Agree  Agree  Neutral  Disagree  Strongly Disagree

11. BKash has more agent than Other MFS in your area?
 Strongly Agree  Agree  Neutral  Disagree  Strongly Disagree

12. bKash has full filled my expectation than other companies?

 Strongly Agree  Agree  Neutral  Disagree  Strongly Disagree

13. Are you overall satisfied?

 Highly Satisfied  Satisfied  Neutral  Dissatisfied  Highly Dissatisfied

14. Reasons behind your dissatisfaction? (Choose As many as you think)

a. Services are not Enough
b. High Cost
c. Error in Network
d. Low Safety
e. No compensation on SIM loss
f. Difficult to understand
g. Not Reliable in providing services
h. Other (Please Specify) ...............................................................................................

15. Any Comment regarding bKash in Bangladesh, Please, write down:

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Thank YOU