Mobile phones financial transactions and the level of customer satisfaction in Tanzania: a case study of M-Pesa (Vodacom) and Tigo Pesa (Mic Tanzania LTD)

This study dealt with mobile financial transaction and customer satisfaction in Tanzania. The objective of the study were to evaluate the way technical aspects, knowledge, cost and training affect the level of customer satisfaction in these mobile financial transactions. The study was concluded as Dar es salaam. The study was descriptive based. Questionnaires were used to collect data from the sample size of 106 respondents. These respondents were randomly and purposively selected from the population. Data were analysed qualitatively and quantitatively with the help of SPSS. The findings reveal that all four independent variables namely technical, cost, knowledge and training factors influence the level of customer satisfactions on mobile financial transactions. That is to say majority of respondents were not satisfied with transaction charges since the cost per transactions were very high compared to their income. Again the majority of respondents were not satisfied with the language since their knowledge to English language is very low compared to Kiswahili since the former is not their native language. Other independent variables such as technical factor, the majority of respondents were not satisfied since there is no enough mobile service centers and replication of network problems. The findings of the study have implications to policy makers and management of these companies on improving their services. It is recommended that mobile service providers should increasingly play an educational role and embark on a vital campaign on these services, educate potential agents and also reduce their cost of transactions in order to increase the level of customers` on the use of mobile phones financial transactions.