Table of Contents

E-services Related to Me.....................................................................................2

Ticket Booking and Purchase:......................................................................................................2
Passport Renew:..........................................................................................................................2
Jobs:..............................................................................................................................................2
Dimension of Quality...........................................................................................3
Quality of Design..........................................................................................................................3
Quality of Conformance...............................................................................................................3
Quality of Performance................................................................................................................3
Reliability......................................................................................................................................4
Durability......................................................................................................................................4
Aesthetics.....................................................................................................................................4
Service after Sales........................................................................................................................4
Safety............................................................................................................................................4
Issues:.................................................................................................................5
LESS ATTRACTIVE:........................................................................................................................5
TOO MANY ADVERTISING:...........................................................................................................5
PEOPLE STILL DON’T KOW ABOUT THE WEBSITE:.......................................................................5
Might get confuse:.......................................................................................................................6
No Reliability:...............................................................................................................................6
Total Quality Management:.................................................................................6
Continuous Improvement:...........................................................................................................6
Customer satisfaction:.................................................................................................................6
Employee involvement:...............................................................................................................6

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 E-services Related to Me.

We often need government services that we run into their office to do our job done. But in
Bangladesh National Portal, there are varieties of services that we can go through and use it in
our own purpose. There are some services that is related to me or I often use it.

 Ticket Booking and Purchase: Whenever I go in a vacation with my family or

friends, I must book ticket for bus, train or plane. Bangladesh National Portal website
makes it so easy for us that I can give booking for ticket or purchase ticket by sitting in
my convenient. It’s not only about me, all my university friends would love to use this
ticket booking and purchasing Service during Eid or puja vacation. They don’t have to
stand in a long serial anymore.

 Passport Renew: Making new passport or passport renewal is not new for the
people of Bangladesh. We can see that in after every few years passport are getting
more digitalized. If I say it in terms of English Medium students, they must have their
passport with them for every registration or giving exams like (University admission
exam, o-level exam, A-level exams or for some other registrations) no matter they travel
or not. Therefore they always have to keep an updated passport with them and I think
this website makes it easy for them to reduce cost or other broker costs in passport
office.
 Jobs: Always there has been a demand for public sector job. People think that it is more
secure. Some people think that they will be getting a huge amount of money after their
retirement. And some bad people think that there might be some extra income source
in Government office which is even more than the job from multinational companies.
Whatever it is, people will always look for public sector job as their first priority. This
portal makes it possible that people will easily get to know about the job or vacancy
which is available in there nearby.

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 Dimension of Quality

Quality of Design
Quality of design is all about set conditions that the product or service must minimally have to
satisfy the requirements of the customer. Thus, the product or service must be designed in such
a way so as to meet at least minimally the needs of the consumer. However, the design must be
simple and also less expensive so as to meet the customers' product or service expectations.
Quality of design is influenced by many factors, such as product type, cost, profit policy,
demand of the product, availability of parts and materials, and product reliability.

Quality of Conformance
Quality of conformance is basically meeting the standards defined in the design phase after
the product is manufactured or while the service is delivered. This phase is also concerned
about quality is control starting from raw material to the finished product. Three broad aspects
are covered in this definition, viz. defect detection, defect root cause analysis, and defect
prevention. Defect prevention deals with the means to deter the occurrence of defects and is
usually achieved using statistical process control techniques. Detecting defects may be by
inspection, testing or statistical data analysis collected from process. Subsequently, the root
causes behind the presence of defects are investigated, and finally corrective actions are taken
to prevent recurrence of the defect.

Quality of Performance
Quality of performance is how well the product functions or service performs when put to
use. It measures the degree to which the product or Service satisfies the customer from the
perspective of both quality of design and the quality of conformance. Meeting customer
expectation is the focus when we talk about quality of performance. Automobile industry
conduct test drive of vehicles to collect information about mileage, oil consumption. Bulbs are
life tested to understand its reliability during useful life.

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Reliability
Reliability refers to the dependability of customers on specific service. It is all about what is
promised and what is delivered. Like, Indigo airlines in India have proved to be low cost airlines
with high punctuality.

Durability
This is the effective life of the product or longevity before it is declared as unfit for use. Repair
is not possible after this phase of life.

Aesthetics
This is all about visual appeal of the product, often taking into account factors, such as style,
color, shape, packaging, tactile characteristics, and other sensory features.

Service after Sales

Service after Sales refers to caring attitude that an organization shows toward customer. This
dimension of service quality calls for individual attention to customer, so as to make them feel
special. Considering the above dimensions, comparisons are made between actual service
performance and expectations of customers. The difference between customers’ expectations
and actual delivery (so-called ‘perception’) at the time of service performance is known as
service quality gap. Organization conduct survey and exploratory research to study the various
service gaps, so as to understand why the gap arises and how it can be reduced.

Safety
Freedom form injury or harm. People will also look about their safety in the product. If the
product quality is not okay then it will cost both consumer and organization of that production.
Ex- Very important for automobiles.

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 Issues:

If there is a light then there must be somewhere dark. There are actually some issues that we
might face some difficulties while using this website.

 LESS ATTRACTIVE: There are so many details are given but what I do believe is that
it is not enough. It could be much better if there are more colorful images would have
used. What I do believe is that non-verbal communication is more important that the
verbal communication. Non-verbal communication makes it 90% effective in a
understanding process.
 TOO MANY ADVERTISING: There are too many advertisement are been shown in
this website which might irritate the users and force them to get out of the website.
 PEOPLE STILL DON’T KOW ABOUT THE WEBSITE: This is a very essential
website for everyone for to get all government services but still people don’t know
about the website and its uses. In remote area, people who work in cyber café, they
charge money from poor people just because they don’t know how to access.

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 Might get confuse: this website provides so many information by small images or
options. Some people may not understand English and they don’t even know how to
translate the website in Bengali.
 No Reliability: As far as we know that people still don’t know that much about the
website, at best they can just look at it and change it. They we not trust so easily on that
website because local people still have some trust issues with our government.

Total Quality Management:

 Continuous Improvement: Government can develop this site by introducing new

essential services. Ex- People can register for applying for Driving license.

 Customer satisfaction: They should use more eye catching images so that people
might get attracted. Even if they don’t wanted to access but for those attractive images.
At least they might click on that option. What I do believe is that non-verbal
communication works ten times more effectively.

 Employee involvement: Those who are working on this website they still have to
do more. Developing a website and is not done with their work. They should start doing
events whole over the country so that people will know about it and also know how to
use it as well.

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