Customers Perception and Satisfaction of M-Pesa Outlets Services in some Selected Townships in Nairobi, Kenya

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°k 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

ResearcherTs Curriculum Vitae 56