Assessment of customer satisfaction towards mobile money transfer services in tanzania: case study of vodacom’s m-pesa




старонка1/7
Дата канвертавання25.04.2016
Памер288.15 Kb.
  1   2   3   4   5   6   7

ASSESSMENT OF CUSTOMER SATISFACTION TOWARDS MOBILE MONEY TRANSFER SERVICES IN TANZANIA: CASE STUDY OF VODACOM’S M-PESA




MADIRISHA NESTORY LEONARD



A DISSERTATION SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTERS OF BUSINESS ADMINISTRATION OF THE OPEN UNIVERSITY OF TANZANIA

2011

CERTIFICATION


The undersigned, certifies that he has read and hereby recommend for acceptance by the Open University Of Tanzania (OUT)), a dissertation entitled; Assessment of Customer Satisfaction towards Mobile Money Transfer Services in Tanzania: Case Study of Vodacom’s M-Pesa in partial fulfillment of the requirements for award of the degree of Masters degree in Business Administration (MBA-FINANCE) of the Open university of Tanzania.

…………………………………………….

Dr. Chacha Alfred Matoka

(Supervisor)

Date………………………………………..



COPYRIGHT

This dissertation is a copy right material protected under the Berne Convention, the Copyright Act 1999 and other international and national enactments in that behalf on intellectual property. It may not be reproduced by any means in full or in part, except for short extracts in fair dealings, for research or private study, critical scholarly review or discourse with an acknowledgement, without the written permission of the Dean Faculty of Business Management, on behalf of both the author and the Open University of Tanzania.


DECLARATION


I, Madirisha Nestory Leonard, declare that this thesis is my own original work and that it has, not been presented and will not be presented to any other University for a similar or any other degree award.

Signature________________________

Madirisha Nestory Leonard

Date____________________________


DEDICATION


This research is dedicated to my beloved parents, who supported my academic life since childhood and my lovely wife who encouraged me to embark on further studies.

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.

ACKNOWLEDGEMENTS


Preparation and writing of this dissertation has been contributed by many people, whom I have to say thanks for their contributions. My special thanks go to the Almighty God who on his infinite mercy gave me the grace, strength, health and endurance giving me the strength, courage to pursue my studies and conducting this research study. Second I would like to express my gratitude to my research supervisor Dr Chacha Alfred Matoka who worked tirelessly reading and giving comments and encouragements at every turn up to the completion of this work.
I would like to extend my sincere heartfelt thanks and appreciation to my wife Edna, my sons Simeon and Nashon as well as my daughter Naomi and my sister Monica for their tolerance during the time when I was busy preparing this dissertation. On a more personal note I would like to thank my best workmates at Tanzania Broadcasting Corporation (TBC), retired Director of Finance Mr Mathias Ninga indeed his contribution on my study is highly valued, Mr Peter Wilson and all accountants at TBC they played a big support on this achievement, and I collectively appreciate their contribution.
Lastly, it is not possible to mention everyone who assisted me during the study; kindly receive my gratitude and may God bless them all.
I would like declare that I bear all responsibilities for all errors that will be found in this work.

TABLE OF CONTENTS


ASSESSMENT OF CUSTOMER SATISFACTION TOWARDS MOBILE MONEY TRANSFER SERVICES IN TANZANIA: CASE STUDY OF VODACOM’S M-PESA i

MADIRISHA NESTORY LEONARD i

CERTIFICATION ii

DECLARATION iv

DEDICATION v

ABSTRACT vi

ACKNOWLEDGEMENTS vii

TABLE OF CONTENTS viii

LIST OF TABLES xi

BOP - Bottom of the Pyramid xii



CHAPTER ONE 1

1.0 INTRODUCTION AND BACKGROUND OF THE STUDY 1

1.4 Research questions 8

1.5 Scope and significance of the study    8

1.6 Limitation of the study 9

Local empirical literature on challenges facing adoption of mobile money transfer services is very lacking, as a result, the researcher will have to rely mostly on literature from developed countries. This may not give a true picture because challenges in one country may differ from challenges in another country. 10



CHAPTER TWO 11

2.0 LITERATURE REVIEW 11

2.3.2 The Network Operator Centric Method 21

2.3.4 The Service Provider Centric Method 22

CHAPTER THREE 32

3.0 RESEARCH METHODOLOGY 32

3.2Research design 32

3.3Area of study 34

3.4Study population 34

3.5 Sampling techniques 35

3.6Data collection methods 36

3.7 Research instruments 38

3.7Data analysis and presentation 39

3.8Chapter summary 40

CHAPTER FOUR 41

4.0 DATA FINDINGS, ANALYSIS AND DISCUSSIONS 41

4.1General information 41

4.2Quality of service provided by M-PESA 44

4.3Efficiency of Vodacom M-Pesa services 45

4.4 Quality of life improvement and type of benefits realized from m-pesa service 46

4.5 Employment creation through the use of vodacom M-pesa services 48

4.6Allocation of cash-points for M-pesa services 49

4.8 Chapter summary 51



CHAPTER FIVE 52

5.0 SUMMARY, CONCLUSION AND RECOMMENDATIONS 52

5.1 Introduction 52

5.2Summary 52

5.3Discussion 53

5.4 Recommendations 55

5.6Recommended areas for further study 61



REFERENCES 63
  1   2   3   4   5   6   7


База данных защищена авторским правом ©shkola.of.by 2016
звярнуцца да адміністрацыі

    Галоўная старонка