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




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APPENDICES
APPENDIX I:

Dear respondent,

My name is Nestory Leonard Madirisha. I am conducting a research in assessment on customer satisfaction towards mobile money services in Tanzania (Vodacom M-Pesa, Tigo Pesa, Zap) the research is for partial fulfillment for awards of Masters of Business Administration (MBA-Finance) from the Open University of Tanzania. The questionnaire takes less than 7 minutes to answer. Kindly respond to the following questions to the best of your knowledge. If you have any questions concerning this research, do not hesitate to call the researcher at +255 754446142 or write me an email at:lemadirisha@gmail.com


General information


1.1

Age:


Less than 30yrs

Between 31-40 yrs

Between 41-50 yrs

More than 50yrs



1.2

Gender:





Male




Female




1.3 Education level:




None




Primary




Ordinary Secondary




Advanced Secondary




Diploma




Degree




1.4

Marital status:






Single




Married




Separate




Divorced




Widowed




1.4

Employment status:






Employed




Not employed












Section one: fill in blanks and yes/no questions

Please rate the following factors on a scale of 1-4 Vodacom M-Pesa service.

1=Excellent 2=Very good 3=Average 4=Poor


  1. (a) How would you rate the quality of Vodacom M-Pesa services?

1

2

3

4
















  1. (b) If poor what are the contributing factors?

............................................................................................................................

3. How to you rate the efficiency of Vodacom M-Pesa service.



1

2

3

4
















  1. Do you use Vodacom M-Pesa services to pay for medical expenses?

  1. Yes

  2. No




  1. If YES mention other services which you pay by using Vodacom M-Pesa

Services

6. Is Vodacom M-Pesa services beneficial to you?

i) Yes

ii) No


If YES describe how it has benefited you………………………………………………………………………………………………………………………………………………………………………..

7. The use of mobile money transfer services has been resulted due to the following



  1. Poor banking services in rural areas

  2. Increase of mobile phone services in rural areas.

  3. Change of technological aspect hence increase of money transfer services

  4. All of the above is applicable

8. Do you use Vodacom M-Pesa for all of your money services transactions?

i) Yes


ii) No

If YES why? Explain…………………………………………………………....

If the answer is NO what other means do you use to transfer money? Explain

………………………………………………………………………………..

9. Do you use M-Pesa service for another service other than money transfer?

i) Yes


ii) No

If YES mention that services……………………………………………………

If the answer is NO. Explain

10. In your view what do you think is necessary to be improved for the use of Vodacom- Pesa Services?

11. How long it takes you to travel for M-Pesa services

i) 0-5 km

ii) 6-10 km

iii) 10-15 km

iv) 16-20 km

v) Above 20 km

12. Are customers being involved in all changes being made on the use of Mobile money transfer services (Vodacom M-Pesa) as the feedback to users?

………………………………………………………………………………………..

13. Comments on the contributing factor of the Vodacom M-Pesa services compared to other financial institutions

……………………………………………………………………………………….


14. Why do you prefer to use Vodacom M-Pesa services? Explain.

15. Is Vodacom M-Pesa services known well to society?

i) Yes

ii) No.


If YES explain the contributing factor

If the answer is NO explain the contributing factor.


Section two: Rank the following statements

The following tables have statements about mobile money services. Rate your agreement with each of the statements by using the scale provided in the table. If you do not have an opinion about the statement, or if you think that the statement is not very well formulated, leave the line blank.



1= (SA) Strongly Agree, 2= (A) Agree, 3= (N) Neutral, 4= (D) Disagree, 5= (SD) Strongly Disagree





STATEMENT

SA

A

N

D

SD




1

2

3

4

5

16


Mobile money services have improved my performance in my daily activities.















17


I intend to use mobile money services whenever available
















18

Mobile money would be easy for me to use















19


Using mobile money enhances my effectiveness and efficiency in my life
















20

Using mobile money services extremely easy


















Section Three: Multiple Responses

21. Tick for all those apply why people prefer to use Vodacom M-Pesa services?

i) It is the easiest way money transferring

ii) It is the fastest method for money transferring

iii) It has cheap interest rate

iv) It is the easiest way for recharging mobile phones.

v) It is the best method known for transferring money for various payments.

vi) It is the method used by both those with bank account and that with no bank account.

vii) It has wide coverage hence it is used by different group of people even those with no bank account.

22. What are the contributing factors which results the Vodacom M-Pesa services not to be efficient

i) Long distance travel for cash point services

ii) Power problems for charging mobile phones

iii) Poor knowledge on MMT among users of Vadacom-Mpesa

iv) Poor network availability in rural areas.


Thank you for your time!





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