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.
TABLE OF CONTENTS
Preliminaries
Declaration A
Declaration B ii
Chapter Page
One THE PROBLEM AND ITS SCOPE
Background of the Study 1
Statement of the Problem 2
Purpose of the Study 3
Research Objectives 3
Research Questions 4
Null Hypotheses 4
Scope 4
Significance of the Study 5
Operational Definitions of Key Terms 6
Two REVIEW OF RELATED LITERATURE
Introduction 8
Concepts, Ideas, Opinions from Authors/Experts 8
Theoretical Perspectives 11
Related Studies 14
Three METHODOLOGY
Research Design 20
Research Population 20
Sample Size 21
Sampling Procedure 21
Research Instruments 22
Validity and Reliability of the Instrument 22
Data Gathering Procedures 23
Data Analysis 23
Ethical Considerations 25
Limitations of the Study 25
Four PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA 27
Five FINDINGS, CONCLUSIONS, RECOMMENDATIONS 38
Findings 38
Conclusions 41
Recommendations 42
Reference 44
Appendices
Appendix I Transmittal Letter 46
Appendix lB Company Letter 47
Appendix II Clearance from Ethics Committee 48
Appendix III Informed Consent 49
Appendix IV A Face Sheet: Demographic Characteristics of the Respondents 50
Appendix 1V B Questionnaire to Determine Level of Perception 51
Appendix IV C Questionnaire to Determine Level of Satisfaction 52
Appendix V Proposed Data Presentation through Tables 53
Appendix VI Proposed Budget 54
Appendix VII Time Frame 55
Researcher’s Curriculum Vitae 56
Consults, E. & Rose, M (2022). Customers Perception and Satisfaction of M-Pesa Outlets Services in some Selected Townships in Nairobi, Kenya.. Afribary. Retrieved from https://track.afribary.com/works/customers-perception-and-satisfaction-of-m-pesa-outlets-services-in-some-selected-townships-in-nairobi-kenya-2
Consults, Education, and Mujuri Rose "Customers Perception and Satisfaction of M-Pesa Outlets Services in some Selected Townships in Nairobi, Kenya." Afribary. Afribary, 29 Nov. 2022, https://track.afribary.com/works/customers-perception-and-satisfaction-of-m-pesa-outlets-services-in-some-selected-townships-in-nairobi-kenya-2. Accessed 05 Nov. 2024.
Consults, Education, and Mujuri Rose . "Customers Perception and Satisfaction of M-Pesa Outlets Services in some Selected Townships in Nairobi, Kenya.". Afribary, Afribary, 29 Nov. 2022. Web. 05 Nov. 2024. < https://track.afribary.com/works/customers-perception-and-satisfaction-of-m-pesa-outlets-services-in-some-selected-townships-in-nairobi-kenya-2 >.
Consults, Education and Rose, Mujuri . "Customers Perception and Satisfaction of M-Pesa Outlets Services in some Selected Townships in Nairobi, Kenya." Afribary (2022). Accessed November 05, 2024. https://track.afribary.com/works/customers-perception-and-satisfaction-of-m-pesa-outlets-services-in-some-selected-townships-in-nairobi-kenya-2