Repository :: Browsing by Author "Nyakiha, Dickson E"

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Customer’s perceptions of m-pesa as a mobile baking service offered by Vodacom Tanzania Limited
(University of Dar es Salaam, 2009) Nyakiha, Dickson E
Mobile Technology advancement has made telecommunication industry to introduce more new services in order to continue retaining and attracting new customers, these new services delivered have mixed effects on customers and practitioners. Activity in mobile payment service is now accelerating in many emerging markets. The market is still in its infancy, yet it has the potential to become a mass-market service. The thrust behind the study is to assess how customers perceive the introduction of M-Pesa as a mobile banking service by Vodacom Tanzania Limited. In order to meet the intended objectives, exploratory research design was employed. The instrument used for gathering data was questionnaire for randomly sampled customers who were buying services in selected Vodacom outlets. Both qualitative and quantative data were utilized in this study. The study revealed that customers perceive positively the introduction of M-Pesa service as a mobile banking service by Vodacom Tanzania. The level of customer satisfaction and usage is high, also customers have positive attitude toward mobile banking service. Despite the positive perception toward mobile banking services customers do face challenges and security threats when utilizing the service.