An assessment of mobile money service quality on customer satisfaction : a case of Woodlands secondary school.
| dc.contributor.author | Katongo, Mary | |
| dc.date.accessioned | 2025-01-03T09:09:27Z | |
| dc.date.available | 2025-01-03T09:09:27Z | |
| dc.date.issued | 2024 | |
| dc.description | Thesis of Master of Business Administration. | |
| dc.description.abstract | Mobile money services have become increasingly popular in recent years, offering convenient and secure ways for individuals to conduct financial transactions using their mobile phones. The quality of mobile money services plays a crucial role in determining customer satisfaction and ultimately the success of such services. This assessment focused on mobile money service quality on customer satisfaction, with a specific case study conducted at Woodlands Secondary School. The first objective was to assess the level of mobile money service quality perceived by teachers and the study discovered that 24 (34%) indicated that they are very satisfied, 29 (41%) said satisfied, 2 (3%) were neutral, 9 (13%) said dissatisfied and 6 (9%) said very dissatisfied. The second objective was to examine the effect of mobile money service quality on customer satisfaction and the study revealed that 7 (10%) said poor, 23 (33%) said fair, 30 (43%) said good and 10 (14%) said excellent The third objective was to identify the factors influencing customer satisfaction with mobile money services and the study discovered that 41 (59%) said limited outlets available and 29 (41%) said sufficient outlets. Last objective was to recommend strategies for improving mobile money service quality to enhance customer satisfaction and the study revealed that 27 (39%) said to enhance security measures, 18 (26%) said to provide financial literacy programs, 15 (21%) said mobile money should be userfriendly interface and 10 (14%) said mobile money should reliable customer support. Based on the study results obtained, the study recommended Mobile money services providers should providing comprehensive training to customers on how to effectively use the mobile money service can significantly improve their satisfaction levels. It was also recommended that mobile money services providers should ensure that the mobile money service is easily accessible to all users within the school premises can enhance customer satisfaction. This may involve setting up multiple service points or kiosks around the school. | |
| dc.identifier.uri | https://dspace.unza.zm/handle/123456789/9042 | |
| dc.language.iso | en | |
| dc.publisher | The University of Zambia | |
| dc.title | An assessment of mobile money service quality on customer satisfaction : a case of Woodlands secondary school. | |
| dc.type | Thesis |