Assessment of Customer Satisfaction towards Mobile Money Transfer Services in Tanzania:Case Study Of Vodacom’s M-Pesa

Madirisha, Nestory Leornard (2011) Assessment of Customer Satisfaction towards Mobile Money Transfer Services in Tanzania:Case Study Of Vodacom’s M-Pesa. Masters thesis, The Open University of Tanzania.

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Abstract

This study presents an assessment on customer satisfaction towards mobile money transfer services in Tanzania. The methodology used to conduct this study was exploratory and included the use of various data collection tools such as; questionnaires, observation, interviews and documentation to meet the objectives of the research. The study used primary data collection methods such as; observation, interviews and questionnaires. The study also used secondary data collection methods such as documentation to collect data. The study has been done involving customers who are using Vodacom M-Pesa service. Data collection methods used was through questionnaires which were distributed to the respondent in Dar es Salaam. The findings from the study have shown that individuals who use M-Pesa services are satisfied with this service. The study therefore recommended that research has to be made further to assess the interest rate charged with mobile companies on all transactions being made through mobile money transfer services if does effect satisfactions to its customer compared to interest charged by banks. It is also revealed that mobile money transfer services is another alternative to cover uncovered areas to all groups of people even those with no bank account are using mobile money transfer services.

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