A Dissertation Submitted to Mzumbe University, Dar es salaam Campus College in Partial Fulfillment of the Requirements for Award of the Degree of Master of Business Administration in Corporate Management (MBA-CM) of Mzumbe University.
2013
It research on the Perception of Customer on the M-PESA as the mobile banking, was done in Dodoma and nineghty three respondent participated. The General objective was to investigate the perception on the usage of M-PESA as mobile banking. Specific objectives of the study where to determine the satisfaction of using the M-PESA and the challenges which faced by the customer in using the service. This study is based on the data collected from Dodoma. The study is based on customers availing the mobile banking services
There are number of issues that have been raised in respect of customer perception and attempts in evaluating their satisfaction towards telecommunication services provided by various companies in Tanzania. Regards was given on understanding and relationship existing between telecommunication services providers and their customers.
Empirical and theoretical literatures were reviewed. The data collected thorough group discussion questions, interview questions and questionnaire, which was based on both open ended and closed ended questions. The research methodology is largely based on extensive literature review and is based on exploratory research followed by descriptive analysis.
Finding indicates that important factors that affect the perception of customers towards mobile banking are convenience, security, faith on traditional banking and awareness.. The findings of the paper cannot be generalized, as the sampling technique is nonprobabilitysampling.
Recommendations to mobile banking service providers to strengthen the security policy and provide augmented services to attract new customers also The contribution of the paper lies in achieving a more profound understanding on consumer value perceptions to internet and mobile banking. It expands the literature on electronic and mobile commerce and on electronic banking especially.