The Effect of Mobile Money on Customer’s Satisfaction: Empirical Evidence from Telebirr
No Thumbnail Available
Date
2023-07
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Addis Ababa University
Abstract
The advent of telecommunications and banking services worldwide has opened up opportunities for the rise of mobile commerce. The banking industry has inevitably undergone changes to provide quick and high-quality customer services through modern technology-based banking facilities, including online and mobile money, This study aimed to assess the effect of mobile money on customer satisfaction and to use the study’s findings as an input for Ethio telecom on how to enhance customer satisfaction. Both qualitative and quantitative research approach was employed. The sources of data for this study were both primary and secondary. The primary data was collected from telebirr customers in Addis Ababa City. The instrument used for the collection of primary data was a questionnaire survey and also interview is applied for the Ethiotelecom telebirr department staffs. Accordingly, 400 questionnaires were distributed to all computed sample respondents through online form and hard print questionnaires and the total of 367 responses were received. The secondary data was considered from related works of literature. Correlation analysis and multiple regression model were used to examine the relationship and to identify the effect of explanatory variables on customer satisfaction of telebirr mobile money service. This study result shows, being other variables constant, reliability got negative effect on customer satisfaction of telebirr mobile money, the remaining explanatory variables, availability, perceived ease of use and responsiveness and prior technology knowledge have a positive effect and significant influence on the customer satisfaction of telebirr mobile money by having a different exponent of beta values. The study recommends that based on the finding and conclusion, telebirr service provider, Ethiotelecom, should work on making the service more reliable to enhance a rise in the customer satisfaction rate.
Description
Keywords
Customer Satisfaction