Customers’ perception and satisfaction of M-Pesa outlets services in some selected townships in Nairobi, Kenya
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Date
2012-05
Authors
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Journal ISSN
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Publisher
KIU. College of Economics and Management
Abstract
This study was carried out to determine customers’ perception and satisfaction in the
utilization of the money transfer service of the M-Pesa service by Safaricom Limited in
Kenya. M-pesa is a swahili word meaning Mobile money. In the recent years, customers
of M-pesa outlets services have been experiencing service delays, and poor treatment
from the outlets agents who are said to be rude to them. This has resulted to some of
the M-pesa clients migrating from Safaricom M-pesa service to other telecommunication
service providers. The purpose of the study to determine customers’ perception and
satisfaction in the utilization of the money transfer service of the M-Pesa service by
Safaricom Limited. The study sought to answer the demographics of the respondents,
level of customer perception and satisfaction and to find any significance relationship
and difference between perception and satisfaction.
The study adopted a descriptive survey and correlational design. The sample size
comprised of 62 M-pesa agents from 1 year and above, and 310 M-pesa customers
from less than a month and above. The total sample size was 372 respondents
comprised of the key M-pesa customer outlets who offer M-Pesa services in Eastleigh
and Kibera townships in Nairobi-Kenya
The main findings showed that majority of the respondents were below 41 years
old and had are privately employed. The married are the majority followed by singles
respondents at 32.8% and 27.4% respectively. They are customers of 3-4 years period
and 1-2 years duration. 59.9% of the respondents came from Eastleigh while 40.1%
came from Kibera. 58.1% had a positive perception, while 68.1% were satisfied with M
pesa outlets services. There is no significance relationship or significance difference
between customer perception and customer satisfaction.
In conclusion, the M-pesa customers are averagely satisfied with an average
level of perception which means that the safaricom Limited has a task of ensuring the
rise in current percentages.
Based on the findings of this study, the researcher recommends that Safaricom
should train the vendors at the M-Pesa outlets on customer/market orientation through
seminars to mitigate the incessant rude behavior they show M-Pesa customers.
Description
A thesis presented to the college of higher degree and research Kampala International University
Kampala, Uganda in partial fulfillment of the requirements for the degree master of business administration in finance and banking
Keywords
Customers’ perception, M-Pesa outlets services