Enhancing Customer Satisfaction: Analyzing Influential Factors in Mobile Money Services

This study investigated the factors affecting customer satisfaction with mobile money services in Santa Cruz, Marinduque. The goal was to identify elements related to convenience, transaction costs, transaction speed, security trust, and rewards.

Using a descriptive survey method, the researchers surveyed 50 randomly selected mobile money users in Poblacion, Santa Cruz, to assess their demographic profiles, including gender, preferred services, and length of usage. The findings revealed a majority of female respondents using GCash, with most having used mobile money services for over a year but less than five. While they reported satisfaction, it was not at a high level. Therefore, the researchers concluded that mobile money providers like GCash or Maya need to improve their services to enhance customer satisfaction.

customer satisfaction, mobile money services, convenience, transaction cost, transaction speed, security & trust, rewards & vouchers.

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