| dc.description.abstract | Perception is the process, by which one selects, organizes and interprets information
inputs to create meaningful picture of the world (Kotler and Kevin, 2007). Due to the
high cost in money transfer especially in the formal financial sector such as commercial
banks and Western Union, which require both sender and recipient to hold accounts and
maintain minimum balances in these accounts, pay ledger fees and other charges, people
have been looking for cheap means of receiving, sending and saving money without
incurring huge cost associated with registered financial institutions. This is the market
need that M-Pesa, Safaricom Ltd’s money transfer service sought to fill since its
inception. Since its roll-out in Kenya, M-Pesa market penetration has been due to the
creation of a highly popular, affordable payment service with only limited involvement of
a bank. The study sought to find out the M-Pesa customers’ perception of the service and
the challenges they encounter in using the service.
The study took on a descriptive study design on a target population comprising of 50 MPesa
outlets in Kitengela and Athi river townships and a sample size of five M-Pesa
customers were selected from each using simple random sampling technique. The study
used semi-structured questionnaires. Descriptive statistics was used to analyze the data
through the use of Statistical Package for Social Science (SPSS) and the data presented in
frequency distribution tables to measure dimensions with the highest concentration and
bar charts while the explanations were presented in prose. | en |
