Vol. 11(2), pp. 36- 44, March 2023 , 2023.

ISSN: 2384-6151

https://doi.org/10.14662/ijebm2023020

 

 

Full Length Research

 

Factors Influencing Customers Satisfaction With Mobile Financial Services In Tanzania: A Case Study of Tigo Company

 

Evod J. Rimisho and Christine Masafiri

 

1.Assistant Lecturer, Eastern Africa Statistical Training Centre (EASTC), Dar es Salaam- Tanzania, Mail: evod.rimisho@eatsc.ac.tz/ +255755395346 2.Manager, Tigo Telecommunication company, Dar es Salaam – Tanzania, Email; Christine.msafiri@tigo.co.tz, Mobile:+255658123220/+25571881442  

 

 

 

Accepted 15 February 2023

Abstract

 

The paramount importance of financial services to a developing nation like Tanzania is emphasized. This paper analyses the mobile telecommunication technology in Tanzania for instance the services has changed way individuals perform the financial transaction between one system to the other. This paper has used both regression and descriptive analysis of 105 respondents. Starting with a descriptive part, shows that, Tigo pesa, M-pesa and Airtel Money are frequently used in Mobile Financial Services (MFS) with Tigo pesa beign a leader of all. The results show that, (70%) of MFS and Mobile Network Operators are king to customer’s satisfactions by educating them on how to use MFS and ensuring network is reliable, lowering transaction charges and improving customer care. The estimates indicate that, Age, Gender, Employment, Customer care, Network availability, meet needs and education are significant factors that influence customer’s satisfaction with frequently used MFS in Tanzania.

 

Keywords: Customers Satisfaction, Mobile financial Service

 

Cite This Article As: Rimisho, E.J., Masafiri , C. (2023). Factors Influencing Customers Satisfaction With Mobile Financial Services In Tanzania: A Case Study of Tigo Company. Inter. J. Econ. Bus. Manage.11(2): 36-44