Examining Factors Influencing Customers Satisfaction with Mobile Financial Services in Tanzania

2020 ◽  
Vol 3 (2) ◽  
pp. 17-29
Author(s):  
Christine Msafiri ◽  
Evod Rimisho
Keyword(s):  
Financial Services ◽  
Descriptive Analysis ◽  
Financial Service ◽  
Primary Data ◽  
Care Network ◽  
Network Availability ◽  
Factors Influencing ◽  
Customer Care ◽  
Mobile Financial Services ◽  
Financial Transactions

The financial sector is important to any nation for its economic development. The mobile telecommunication technology in Tanzania for instance has changed the way people perform financial transactions. Customers perform financial transactions using their mobile phones at anytime and anywhere provided that the customer is registered and activated into using the Mobile financial service. However, there are still long queues at the banks for doing financial transactions that could be done using mobile financial service. In order to motivate people into using the MFS, it is then important to ensure to customers derive satisfaction from using the service as it is with the formal banking service or beyond. This study aims at examining the factors influencing the customer satisfaction with mobile financial services in Tanzania. To achieve these objectives the study uses mainly primary data from 105 respondents selected using both purposive and non-purposive sampling techniques. The study employs both descriptive analysis and regression analysis. Descriptive analysis shown that, Tigo pesa, M pesa and Airtel Money are the frequently used MFS with Tigo pesa being leading. Majority of customers are satisfied with MFS (70%), and Mobile Network Operators are concentrating on making sure customers are satisfied by educating them on how to use MFS, ensuring network is reliable, lowering transaction charges and improving customer care, among others. The logistic 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. The probability of a customer to be satisfied with MFS is higher if MFS meet needs of a customer, the customer is employed, gets good customer care, male, and if the network is available. From these findings, it is advised that any strategy targeting to make customers more satisfied with MFS should consider Customer care, Network availability, and needs of the customers. Also policies and programs that enhance employment are vital in making majority of people secure jobs and finally satisfied with MFS.

Analysis of Mobile Financial Services Utilization among Small Scale Businesses in Kiambu County, Kenya

2020 ◽  
Vol 8 (11) ◽  
pp. 248-257
Author(s):  
PEREZ ONONO ◽  
Kenneth Kamau Karanja
Keyword(s):  
Financial Services ◽  
Descriptive Analysis ◽  
Mobile Network ◽  
Primary Data ◽  
Small Scale ◽  
Mobile Money ◽  
Goods And Services ◽  
Customer Care ◽  
Mobile Financial Services ◽  
Cyber Crimes

This study examined the level of utilization of Mobile financial services among small scale businesses in Kiambu County. Primary data was obtained through interview administered questionnaire from 123 small scale businesses in Kiambu County. Using descriptive analysis the study found out that 48.8 percent of the businesses utilized mobile financial services. The mobile financial services utilized by the businesses included mobile money in phone, Pay bill Buy goods and services and mobile money bank accounts. Majority of the businesses used mobile money in phone. Businesses cited lack of mobile financial services devices by businesses, lack of mobile financial services incentives such as loyalty points, mobile money transaction charges, poor interoperability between networks, low acquaintance to mobile financial services transactions, service system breakdown, difficulties while accessing customer care services as major challenges in use of mobile financial services. The study concludes that mobile financial services are compliments other financial services in extending financial services to the unbanked sector in the county and recommends that systems development and improvement of service delivery by mobile network operators towards small scale businesses and enhanced legislations on data protection and cyber-crimes to protect users of mobile financial services towards increased use of the services.

scholarly journals Factors Influencing Users’ Behavioral Intention to Reuse Mobile Financial Services in Bangladesh

2020 ◽  
Vol 5 (3) ◽  
pp. 155-169
Author(s):  
Md. Rizvi Khan ◽  
Sirion Chaipoopirutana
Keyword(s):  
Behavioral Intention ◽  
Financial Services ◽  
Behavioral Intentions ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Survey Method ◽  
Mobile Banking ◽  
Perceived Ease Of Use ◽  
Factors Influencing ◽  
Mobile Financial Services

Objective – This paper aims to empirically examine the factors influencing the users’ behavioral intention to reuse mobile technology to facilitate their financial services in Bangladesh. Methodology/Technique – A self-administered online survey method was used and 400 responses were collected with Likert-type questions using Google Forms as a medium. A model was developed and proposed based on different technology acceptance models like TAM, UTAUT and similar studies on factors influencing users’ intention to adopt and reuse mobile financial services in Bangladesh. The proposed model was tested by performing simple and multiple linear regression using SPSS software. Findings – The results show that perceived ease of use influences perceived usefulness of mobile financial services but perceived ease of use, perceived usefulness and security have no influence on trust in terms of behavioral intention to reuse mobile financial services in Bangladesh. However, with the exception of trust and perceived financial cost, the remaining variables such as perceived usefulness, perceived ease of use, security, perceived risk, social influence and facilitating conditions significantly influence behavioral intentions to reuse mobile financial services in Bangladesh. Novelty - This study examines crucial factors spotted in literature in the context of Bangladesh. Earlier papers have primarily focused on traditional banking clients’ behavioral intention toward their bank’s mobile banking facilities in Bangladesh. This paper is comprehensively designed to identify influential factors of reusing non-traditional mobile financial services like bKash, Rocket, Nagad etc. at the growth level in the industry of Bangladesh. The researcher tried to identify factors influencing both bank and non-bank users to reuse mobile financial services for their digital transactions. Type of Paper: Empirical. JEL Classification: M31, M39. Keywords: bKash; Bangladesh; Mobile Banking; Behavioral Intentions; Reuse; Mobile Financial Services. Reference to this paper should be made as follows: Khan, M.R; Chaipoopirutana, S. 2020. Factors Influencing Users’ Behavioral Intention to Reuse Mobile Financial Services in Bangladesh, J. Mgt. Mkt. Review 5(3) 155 – 169. https://doi.org/10.35609/jmmr.2020.5.3(4)

Mobile Financial Services

2020 ◽  
pp. 96-119
Author(s):  
Alexander Maina Kimari ◽  
Eric Blanco Niyitunga
Keyword(s):  
Financial Services ◽  
Developing World ◽  
Service Providers ◽  
Customer Experience ◽  
Financial Service ◽  
Financial Inclusion ◽  
The Poor ◽  
Financial Exclusion ◽  
Mobile Financial Services

The chapter explores financial exclusion, its causes, and consequences in society. The chapter found that the existing discrepancy in financial inclusion between the developed and developing world is driven by financial exclusion that makes it difficult for financial service providers to expand outreach to the poor at affordable prices. The chapter aims to investigate the role of mobile financial service design and development in dealing with financial exclusion. It was found that mobile financial services are promoting financial inclusion in various markets. However, few studies have been undertaken on the benefits of mobile financial services in dealing with the high rates of financial exclusion. The chapter recommended that to achieve financial inclusion, there is need for mobile financial services providers to take into account customer experience through the ease of using the phone interface. The chapter concluded that there is need for scholars in the fields of finance and economics to conduct research in the areas of mobile financial services and their role in society.

MODERATING EFFECT OF ECONOMIC GROWTH ON FINANCIAL PERFORMANCE OF MERGED INSTITUTIONS

2017 ◽  
Vol 1 (1) ◽  
pp. 38
Author(s):  
Dr. Agnes Ogada ◽  
Dr. George Achoki ◽  
Dr. Amos Njuguna
Keyword(s):  
Economic Growth ◽  
Financial Performance ◽  
Financial Services ◽  
Panel Data Analysis ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Moderating Effect ◽  
Primary Data ◽  
The Government ◽  
To Come

Purpose: The purpose of the study was to determine the moderating effect of economic growth on financial performance of merged institutions Methodology: The study adopted a mixed methodology research design. The study population included all the 51 merged financial service institutions in Kenya. Purposive sampling was used. Primary data was obtained from questionnaires and a secondary data collection template was also used. The researcher used quantitative techniques in analyzing the data. Descriptive analysis for the study included the use of means, frequencies and percentages.  Inferential statistics such as correlation analysis was also used. Panel data analysis was also applied. Further, a pre and post merger analysis was used.Results: There was a significant relationship between the moderating effect of economic growth and financial performance of merged institutions.Unique contribution to theory, practice and policy: The government and Central Bank of Kenya to come up with strategies and policies to protect the financial services sector due to its immense contribution to the economy of the country by formulating policies aimed at controlling the effects of rapid fluctuations of the macro economic factors and their effects on the sector.

scholarly journals SECURITY OF CORPORATE INFORMATION IN FINTECH ECOSYSTEM

2021 ◽  
Vol 119 (6) ◽  
pp. 98-108
Author(s):  
CHUBAIEVSKYI Vitalii ◽  
VOLOSOVYCH Svitlana
Keyword(s):  
Information Systems ◽  
Financial Services ◽  
Financial Service ◽  
Corporate Information System ◽  
Technology Tools ◽  
Business Entities ◽  
Corporate Information Systems ◽  
Financial Transactions ◽  
Corporate Information ◽  
Financial Technology

Background. With the intensification of digitalization processes, the use of FinTech tools by various business entities, which include both financial service offerors and their consumers, is becoming especially important. Analysis of recent researches and publications. The works of many scientists are devoted to the functioning of various aspects of corporate information systems. However, there is currently a lack of research on the feasibility of using financial technology instruments by business entities, their threats and security for corporate information systems. The aim of the article is to study the place of FinTech tools in the corporate information system, identify threats to their use and ensure the security of their operation. Materials and methods. The theoretical and methodological basis of the study are the works of domestic and foreign scientists on the functioning of corporate information systems and FinTech ecosystems. Results. The basis of digital transformation is the use of innovative technologies in the financial services market. This leads to the appropriate transformation of information systems of business entities and ensuring their security. There is an intensification of business use of digital banking services, digital insurance, payment platforms, raising funds through crowdfunding platforms, investing. The FinTech ecosystem within the sectoral approach should be understood as the areas of application of financial technology instruments, the services of which are used by various consumers, in particular, business entities, individuals, public authorities.The increasing digitalization of financial activities of business entities as a result of the Covid-19 pandemic has intensified the creation of additional challenges for corporate information systems for the implementation of cyber risks. Conclusion. The use of financial technology tools by business entities leads to the formation of FinTech ecosystems. Ensuring the security of information systems is the key to corporate stability. The challenge of countering cyber threats is not only for financial service offerors, but also for business entities that are their consumers, as the use of financial technology tools in financial transactions causes risks to all participants in the FinTech ecosystem.

scholarly journals Accepting of E-banking among Banking Customers of Pakistan

2012 ◽  
Vol 4 (6) ◽  
pp. 332-339
Author(s):  
Muhammad Muazzam Mughal ◽  
Kamran Ali . ◽  
Abdul Jabbar Khan .
Keyword(s):  
Transaction Costs ◽  
Descriptive Analysis ◽  
Primary Data ◽  
Privacy And Security ◽  
Different Ages ◽  
Financial Transactions ◽  
Structured Questionnaire

E-banking is a platform through which a banking customer can perform its financial or non financial transactions electronically without visiting bank, which not only reduces transaction costs but also saves time.E-banking customers are increasing worldwide but its adoption is low in Pakistan. This study is done to investigate the most important factors which contribute to the espousal of E-banking in Pakistan. For this research primary data was collected from 217 customers of different ages, data was collected by structured questionnaire. Statistical descriptive analysis was used to analyze the data. The results shows that privacy and security, trust, ease of usefulness, knowledge and awareness, inaccessibility and came in person preferences are the factors which affect adoption of E-banking in Pakistani customers. Findings also indicate that banking customers of Pakistan are willing to take on E-banking if proper guideline and awareness is provided to them by banks or banking regularity authorities.

A unified perspective on the factors influencing usage intention toward mobile financial services

2012 ◽  
Vol 65 (11) ◽  
pp. 1590-1599 ◽  
Author(s):  
Yong-Ki Lee ◽  
Jong-Hyun Park ◽  
Namho Chung ◽  
Alisha Blakeney
Keyword(s):  
Financial Services ◽  
Factors Influencing ◽  
Mobile Financial Services

SISTEM KOORDINASI ANTARA OTORITAS JASA KEUANGAN (OJK) DENGAN LEMBAGA PENJAMIN SIMPANAN (LPS) DALAM PENANGANAN BANK GAGAL

2017 ◽  
Vol 6 (1) ◽  
pp. 1
Author(s):  
WIWIN WINTARSIH WINDIANTINA
Keyword(s):  
Economic Growth ◽  
Financial Services ◽  
Deposit Insurance ◽  
Banking Sector ◽  
Banking Industry ◽  
Financial Service ◽  
Financial Service Authority ◽  
Insurance Agency ◽  
Financial Transactions ◽  
The Impact

ABSTRACTThe banking industry is a dynamic sector along with economic growth, an increasing of complex financial transactions, and the impact from global trade, therefore the presence of an independent institutions is really needed. The Deposit Insurance Agency (LPS) is an institution that is independent, transparent and accountable in implementing its duties and authorities. As an independent agency, accountability is very important to be applied, so that stakeholders aware of what and how LPS implement the functions and duties as mandated by Law No. 24 of 2004 concerning the Deposit Insurance Agency (LPS). Procedurally, if the Financial Services Authority (OJK) indicate a bank that is experiencing liquidity problems, Financial Services Authority (OJK) immediately inform the Bank of Indonesia (BI) to take steps in accordance with BI's authority. In practise, Financial Service Authority (OJK) coordinate withBank of Indonesia (BI) to make regulatory supervision in banking sector. Coordination in handling between failed banks between the Deposit Insurance Agency (LPS) and Financial Services Authority (OJK) is shown by a confirmation from Financial Services Authority (OJK) to the Deposit Insurance Agency (LPS) about troubled banks that are in the restructuring efforts by Financial Services Authority (OJK), then the Deposit Insurance Agency (LPS) investigate the banks in accordance with its functions, duties and responsibilities. The Deposit Insurance Agency (LPS) as an institution that checks condition of banks surely will review and determine whether the troubled banks will be saved or not saved.

scholarly journals Factors Influencing Retail Investor’s Trading Behavior in Indian Equity Market

2015 ◽  
Vol 10 (11) ◽  
pp. 206
Author(s):  
Sashikala P. ◽  
Girish G. P.
Keyword(s):  
Financial Services ◽  
Equity Market ◽  
Primary Data ◽  
Age Group ◽  
Trading Behavior ◽  
Developing Nation ◽  
Factors Influencing ◽  
Retail Investors ◽  
Online Trading ◽  
Current Price

In this study we identify the factors which influence and affect retail investor’s trading behavior in Indian equity market. To identify the factors, we use primary data collected from retail investors belonging to different age group, professional backgrounds and demographics of India. The results of the study suggest that factors like broker’s advice, personal analysis, current price of the equity stock, financial analyst’s recommendations, inclination towards online trading; investor’s confidence in advice given by his/her financial advisor plays a major role in influencing and affecting trading behavior of retail investors. The result of the study gives insights to firms offering financial services in developing nation like India to keep these factors in mind while offering products/services or in their marketing campaigns while targeting retail investors of Indian equity market.

scholarly journals Factors Influence the Choice of Mobile Apps for Transactions among Youngsters

2019 ◽  
Vol 8 (2S6) ◽  
pp. 612-617
Keyword(s):  
Financial Services ◽  
Service Providers ◽  
Mobile Apps ◽  
Primary Data ◽  
Upward Trend ◽  
Large Numbers ◽  
Cross Tabulation ◽  
Demographic Attributes ◽  
Financial Transactions ◽  
One Way Anova

The recent upward trend in adoption and usage of technology-enabled financial services (e-finance), reached the next level of doing financial transactions through mobile apps in large numbers. In this study, the researcher is focusing on the influence of differences in users’ demographic attributes on their frequency of usage of e-finance mobile apps. Primary data collected from 400 respondents were analysed using one way ANOVA, cross tabulation, independent sample t-test in SPSS. The findings revealed that usage differences in gender, income and education qualification of users, mainly youngsters influence their choice of apps and number of transactions they perform, while age and occupation differences fail to make significant changes. This result contributes to the existing researches by proving/disproving its findings and to service providers to design their service offerings accordingly.

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