ABSTRACT
This dissertation examines the impact of risks to customers’ trust on using mobile money transfer services in Tanzania, with a special focus on risk including the facets of perceived risks which are performance risk, security/privacy risk, time risk, social risk and financial risk. These aspects are covered through a critical review of existing literature, secondary data and a survey targeting mobile phone users with M-Pesa accounts and M-Pesa agents living in Dodoma Municipal. The research has found that customers in Tanzania will consider adopting mobile banking as long as it is perceived to be useful and perceived to be easy to use but the most critical factor for the customer is risk. Furthermore, the mobile banking service providers, mobile network providers, should be trusted. Trust was found to be significantly negatively correlated to risk. Thus, trust plays a role in risk mitigation and in enhancing customer loyalty. The results show that, Vodacom network is characterized with much busy hours something which degrades the accessibility of the offered services like M-Pesa. The Vodacom network operator was advised to reduce the restoration period after failure and to increase the capacity of network so as to sustain more customers and the offered services like M-Pesa.
Uledi, S (2021). The Impact Of Risks To Customers’ Trust On Using Mobile Money Transfer Services In Tanzania: A Case Study Of M-Pesa In Dodoma Municipal. Afribary. Retrieved from https://tracking.afribary.com/works/the-impact-of-risks-to-customers-trust-on-using-mobile-money-transfer-services-in-tanzania-a-case-study-of-m-pesa-in-dodoma-municipal
Uledi, Saulo "The Impact Of Risks To Customers’ Trust On Using Mobile Money Transfer Services In Tanzania: A Case Study Of M-Pesa In Dodoma Municipal" Afribary. Afribary, 19 May. 2021, https://tracking.afribary.com/works/the-impact-of-risks-to-customers-trust-on-using-mobile-money-transfer-services-in-tanzania-a-case-study-of-m-pesa-in-dodoma-municipal. Accessed 09 Nov. 2024.
Uledi, Saulo . "The Impact Of Risks To Customers’ Trust On Using Mobile Money Transfer Services In Tanzania: A Case Study Of M-Pesa In Dodoma Municipal". Afribary, Afribary, 19 May. 2021. Web. 09 Nov. 2024. < https://tracking.afribary.com/works/the-impact-of-risks-to-customers-trust-on-using-mobile-money-transfer-services-in-tanzania-a-case-study-of-m-pesa-in-dodoma-municipal >.
Uledi, Saulo . "The Impact Of Risks To Customers’ Trust On Using Mobile Money Transfer Services In Tanzania: A Case Study Of M-Pesa In Dodoma Municipal" Afribary (2021). Accessed November 09, 2024. https://tracking.afribary.com/works/the-impact-of-risks-to-customers-trust-on-using-mobile-money-transfer-services-in-tanzania-a-case-study-of-m-pesa-in-dodoma-municipal