Abstract

The ubiquity and convenience of the mobile phone have brought new opportunities in the delivery of financial services. One such opportunity is mobile payment for utility bills. Mobile payment allows customers to perform bill payment transactions through their mobile devices. This study aimed at evaluating customers’ satisfaction with mobile utility bill payment transactions. The study followed a qualitative research method in which people registered to mobile money were interviewed using snowballing sampling techniques. Data collected was inductively and deductively analysed using the framework analysis technique. The study has shown that most customers registered to mobile money prefer use of mobile utility bill payment to cash-based payment. Additionally, the study has revealed that of the two mobile payment platforms—mobile network-based and bank based—customers tend to prefer use of bank-based mobile payment platform. The results also show that generally, customers who use mobile payment are satisfied. However, it was also revealed that system, service and information quality of the mobile payment platform affects the level of satisfaction in a customer. The study recommends interoperability of mobile payment systems from all the stakeholders involved, introduction of network backup infrastructure, provision of means of allowing customers to report their queries, and generating of payment receipt.

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School	: School of Natural and Applied Sciences
Issued Date	: 2018

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