Effect of Mobile Money Transfer Service on Customer Satisfaction within Eldoret Central Business District, Kenya

Author(s)

Cheruiyot K. Leonard ,

Download Full PDF Pages: 36-45 | Views: 760 | Downloads: 177 | DOI: 10.5281/zenodo.3441820

Volume 5 - November 2016 (11)

Abstract

The purpose of the study will be to effect of perceived usefulness and perceived ease of use of MMT service on customer satisfaction. The study was guided by four research questions. Descriptive survey design method was used to study the population. Stratified random sampling technique was used to select respondents and the data was obtained using structured questionnaires. Reliability test of the instruments was done using Cronbach’s Alpha coefficient while validity was checked using pilot testing. The data was coded, fed into the Statistical Package Software for Social Sciences (SPSS) and analysed using descriptive and inferential statistics and presented using tables and charts. To measure the service quality, expectations and perceptions were compared. The study found out that perceived ease of use, perceived usefulness had a positive and significant effect on customer satisfaction. The study concluded that use of MMT service enhanced customer satisfaction

Keywords

perceived ease of use, perceived usefulness, Mobile Money Transfer service  and Customer Satisfaction

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