Customer satisfaction with mobile money services in Malawi: a case study of TNM mpamba

Abstract

The purpose of this study was to investigate the level of customer satisfaction with Mobile money a case study of TNM Mpamba. The findings of the dissertation will be beneficial to enable companies that provides the service to concentrate in areas that will bring more satisfaction to those customers that are using Mobile money platform to carry various transactions as well as those that intends to use the service. The study was situated in the city of Blantyre Malawi. The population comprised customers who are on Mpamba platform and were registered with TNM Mpamba. The data collection instrument was structured questionnaire administered to 150 respondents in Blantyre, Malawi, of which 120 were returned representing 100% return rate. The theoretical framework which is the base for this study was done by Fishbein, 2010 and its Importance Performance approach. This approach measured the importance and performance of the Mobile money attributes to the customer. Results revealed that out of eight mobile money attributes that were measured, 110 users of TNM Mpamba against 91 were satisfied with TNM mobile money. But despite these results, a number of problems were encountered by Mpamba users regarding ease of accessing Mpamba agents and agent friendliness. To further increase customer satisfaction with TNM Mpamba. The company should ensure enhancing availability of Mpamba agents as well as come up with various training on customer caring so that they will acquire skills on how to take care of their customers when transacting.