Answer-1

After analyzing the entire scenario, we came down to a few different setbacks of Pathao, among which
we have addressed major three of them down below-

1. Incompetent Customer Feedback System- Any business that provides poor customer service
suffers. Customers who do not feel valued are considerably more likely to take their business
elsewhere. To provide high-quality service, you must first understand the implications of poor
customer service. Poor customer service can have a variety of negative consequences for a
company. Poor customer service can have a variety of negative consequences for a company.
When it comes to technology infrastructures, a business must ensure that it has a
straightforward relationship with its customers. It will not only improve customer retention, but
it will also attract new customers. In this industry, a company like Pathao, which provides the
finest service at the best price with the highest level of security, falls short. The app service can
be a little sluggish at times. As a result, consumers are unable to track where their rides are,
causing them to wait an extended period of time. Furthermore, drivers may misbehave with
consumers or keep company. Even after encountering these issues, people are unable to protest
about the app's rating scale's lack of progress. There are just two possibilities (Good & Bad).
Unlike other apps, Pathao does not give clients with an accurate scale or a helpline. As a result,
there is no way to assess client input. When a client discovers a new app with advanced and
simple technology in another app where they can provide feedback more frequently, they are
more likely to switch platforms. As a result, one of Pathao's issues is a lack of technological
infrastructure since incompetent customer feedback system is very visible in their systems.
2. Social Constraint- Some social conventions, such as sitting behind a bike with a man, are
considered sins in our society. People chat or stare at a girl sitting behind a man's (known or
unknown) because of our societal traditions. The stigma of the idea is even more severe in a
country where the majority of the population is Muslim. Pathao has been providing the greatest
service and security to their consumers since its inception. However, social rules that have been
in place for decades cannot be modified overnight. Girls also don't feel safe riding alongside an
unfamiliar male on a motorcycle. As a motor vehicle rental company, Pathao has a significant
difficulty. Despite their efforts to modify cultural norms, they continue to lose a considerable
number of female clients each year. As a result, Pathao faces a substantial social restraint for
girls.
3. Narrow Product Line- Small firms lack the massive resources that large corporations have. To
compensate, some small-business owners opt for a product specialization strategy, in which
they target certain markets with a particular product or service. A small product line puts you at
high risk, which is a major downside of a product specialization strategy. The risk of a big market
shift jeopardizing the company's primary profit stream is always present. You can't boost your
earnings by cross-selling complementary products to your existing consumer base if you only
have one product. In the case of Pathao, their product is their service. Pathao was founded with
the intention of serving as a logistics partner. They want to help with commerce and e-
commerce platforms. If both of these platforms are used efficiently and effectively, they have a
bright future. Pathao seeks to extend its business in Dhaka by introducing a new dimension to
its e-commerce platform in order to deliver the best service. Pathao, on the other hand,
struggles to transport massive things. A product's maximum weight is 2Kg, and the total length,
 width, and height cannot exceed 30 inches, which is fairly modest. When it comes to e-
commerce platforms, not everyone offers tiny items. Because they distribute a wide variety of
items, huge companies like Othoba and Daraz will not select a logistic partner whose
distribution method is bound by the weight or size of the product. It would be confusing and
inconvenient to hire separate logistic partners for different items. Pathao, as a logistic service
provider, must increase its delivery capacity in order to become one of the most dependable
logistic partners for e-commerce platforms. As a result, we believe Pathao's inefficiency in
providing large items is a problem for them.

Answer-2

After considering all of the issues, we consider that Pathao's fundamental issue is an Incompetent
Customer Feedback System.

It's all about the 'the Customer' these days. Businesses have been increasingly concerned, if not
obsessed, with how their consumers are treated. And with good reason. One negative experience is all it
takes for a customer to swear off your company for good. Using the same rationale, one exceptional
customer experience can turn them into lifelong brand champions. Customer feedback is critical for
guiding and informing your decision-making as well as influencing product and service developments
and adjustments. It's also necessary for determining customer satisfaction among existing customers.
It's crucial to understand how customers feel about your product, support, and organization. In the end,
your customer service department serves as the company's face to its clients. Any experience they have
is primarily a result of the team's quality and expertise. As a result, each successful company will strive
to maximize the power of customer service in order to cultivate favorable client connections. The key
concept of excellent customer service is to pay attention to your customers' wants and expectations by
carefully listening to them. To keep the relationship from becoming stagnant, you must always be on the
lookout for fresh and imaginative ways to improve the experience. How well you handle customer
service issues will determine the success of your company.

Customers will find Pathao illogical if it cannot give them with the greatest service and ways to stay
connected. This was the most serious issue to us since it has the ability to destroy our relationships with
our customers and business partners. Consumers and partner e-commerce platforms may hold an
unfavorable opinion of you, resulting in lower sales. Customer feedback is a priceless resource that may
provide crucial insights into every element of a business, allowing it to make more money or save
marketing costs. When it comes to customer satisfaction, this is critical. Customer satisfaction is crucial
because it identifies aspects of the company's product that need to be improved, makes consumers feel
connected and valued, provides good feedback, and motivates them to return to the platform, among
other things.

The consequences of failing to implement a proper customer feedback procedure are disastrous.
Customers' trust in the platform erodes, and the retention rate falls. This vision of a firm has the
potential to throw a company off a mountain cliff. A reputable and well-known corporation strives to
maintain an open and honest relationship with its customers. No company can fulfill its objective unless
that relationship is established. Customers and business partners that use Pathao as a logistics partner
may suffer if they notice Pathao does not place a high enough value on customer feedback.
Pathao has aimed to give the greatest services at a fair price and with proper biker verification to assure
the riders' safety since its inception. Nonetheless, they have fallen behind in terms of giving the finest
service to customers since entering the market. When a consumer requests a ride using the app, the
driver may become trackless, causing the app to behave out. As a result, it takes longer for drivers to
arrive. Clients may also encounter concerns such as certain riders behaving inappropriately toward
them, or riders failing to pick up calls, which wastes a lot of time for customers. Customers in these
situations require a dependable procedure for providing candid feedback. Pathao needs a broad size and
a part where users can voice their ideas. As a result, customers may decide to switch platforms to one
that values their opinions.

Another big issue is the inability to modify societal standards quickly, as well as the inability to supply
bulky products that can be fixed overnight due to increased expense and decreased cost. As a result, we
believe that the key issue here is a shortcoming in the customer feedback process, as this problem could
result in a significant reduction in Pathao's net income.