Mobile Phone Money Transfer Services And Customers Use Satisfaction In Dodoma Urban

ABSTRACT

Mobile phone money transfer services have been studies based on services provided and on how customers use these services in their daily businesses. However, customers use satisfaction based on mobile phone money transfer services had never studied. This study was conducted at Madukani ward in Dodoma district with the main objective of examining how mobile phone money transfer services meet customer satisfaction. Total of 100 respondents were accidentally obtained at the time when visited agents who were providing service of mobile phone money transfer, and were involved in responding to the questionnaire. There were 4 respondents for in-depth interviews from 4 mobile phone operating companies, which made the total sample size to be 104 for this study. While quantitative data was analyzed by descriptive statistics using Statistical Package for Social Sciences (SPSS), qualitative data was processed by use of content analysis. Usage of Mobile phone money transfer, findings revealed that 73.9% of respondents do not use mobile phone money transfer in buying commodities; and 89.8% of respondents do not use mobile phone money transfer for sending money only, but they are using this service in other ways. Apart from benefits, findings show that most of respondents 92% indicate that they are satisfied with the services, however only 5.7% of respondents indicate that they are dissatisfied. Mobile phone companies, agents and customers face challenges such as high tax, network accessibility, and uneven capital investment among agents, technical capabilities and skills. It is concluded that most of customers are satisfied with the services, and the study recommends among others more agents to be established in rural settings and proposes a study on how to ensure customers retention.