Enhancing Customer Satisfaction: Analyzing Influential Factors in Mobile Money Services
Article Sidebar
Main Article Content
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.
Downloads
References
Cedispay. (2023). Benefits of mobile money services and transaction efficiency. Cedispay Financial Services.
Diaz, R. (2022). Gender differences in mobile money adoption in developing economies. Journal of Digital Finance and Inclusion, 8(2), 45–59.
Doe, J. (2023). Convenience and customer satisfaction in mobile payment systems. International Journal of Financial Technology, 12(1), 33–47.
Global Findex Database. (2021). The global financial inclusion database 2021. World Bank. https://globalfindex.worldbank.org
GSMA. (2023). State of the industry report on mobile money 2023. GSM Association. https://www.gsma.com
Hasnain, A. (2020). Consumer trust and security perceptions in mobile financial services. Asian Journal of Business and Technology, 5(3), 67–78.
Mosteller, F., & Zahn, K. F. (n.d.). Statistical methods in social research. Harvard University Press.
Njele, T., & Phiri, J. (2021). Mobile money services and customer satisfaction in developing economies. International Journal of Business and Management Studies, 13(4), 112–126.
Palma, M. R. (2021). Dynamism in the beauty, health and wellness in the multilevel marketing companies: Framework for an effective rewards system. International Journal of Management Science and Social Science Research, 3(6), 28–36.
Plumpos, M. (2023). Security mechanisms and customer trust in mobile payment systems. Journal of Information Security and Digital Banking, 9(2), 88–101.
Qian, Y. (2010). Weighted mean and survey response analysis. Journal of Applied Statistics, 37(5), 721–730.
Rana, S. (2022). Customer expectations and contrast theory in mobile banking services. Journal of Consumer Behavior Research, 14(1), 55–70.
Sanchez, A. (1997). Methods and techniques of research. Rex Book Store.
Sharma, P., & Dhiman, B. (2019). Expectations-confirmation theory and customer satisfaction in digital services. International Journal of Customer Relationship Marketing and Management, 10(4), 21–35.
Smith, L., & Johnson, P. (2022). Enhancing banking experiences through mobile money services. Journal of Financial Innovation, 6(3), 40–52.
Statistics Research Department. (2021). Age distribution of digital payment users in the Philippines. Statista. https://www.statista.com
Twum, K. K., Ahenkan, N., & Boateng, R. (2022). Attribution theory and customer continuance intention toward mobile money services. African Journal of Information Systems, 14(2), 91–108.
Viss Study. (2017). Mobile banking and financial application usage among Filipinos. Viss Research Institute.
Vroom, V. H. (1964). Work and motivation. Wiley.
Xendit. (2023). The role of rewards and loyalty programs in digital payments. Xendit Insights. https://www.xendit.co
This work is licensed under a Creative Commons Attribution 4.0 International License.
All articles published in our journal are licensed under CC-BY 4.0, which permits authors to retain copyright of their work. This license allows for unrestricted use, sharing, and reproduction of the articles, provided that proper credit is given to the original authors and the source.