A survey of factors affecting operation efficiency of small entrepreneurs: The case of M-pesa outlets in Nairobi, Kenya
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Date
2013Author
Njoroge, Patrick T
Type
ThesisLanguage
enMetadata
Show full item recordAbstract
The study focused on the factors affecting operation efficiency of small entrepreneurs. The
study was based on all M-pesa outlets in Nairobi. The main aim was to investigate the effects
of customer experience in operational efficiency of M-Pesa outlets in Nairobi. Other aims
were, to find out the effects of cost of transactions on operational efficiency of M-Pesa
outlets, to determine the effects of service delivery on the operational efficiency of M-Pesa
outlets, to establish the influence of access to capital on operational efficiency of M-Pesa
outlets and to investigate the extent to which training and business management skills in MPesa
outlets affect their operational efficiency.
Causal research design was used for this study and random sampling was used to come up
with a sample from the target population consisting of M-Pesa agents operating in Nairobi
region. Questionnaires were used to collect the primary data and the final analysis was done
using statistical package for social science (SPSS version 17). Frequencies (percentages
proportions) and descriptive statistics (the mean, median, percentages and standard deviation)
were used to describe data collected.
The findings of this study found that the experience of the customers has led to the
improvement of the competitive abilities of the M-Pesa agents and increased value of the
services received by the customers. The quality of services of the M-Pesa outlets are high and
this has led to effectiveness and efficiency in the processing of the elements and service
delivery. The accessibility of capital by the M-Pesa operators increases their profitability.
According to the study findings the training and experience of the operators influenced the
efficiency of the M-Pesa agents. The findings of this study will go a long way in assisting the
government to formulate good policies for the expansion of the small and medium enterprises
sector.
Citation
Patrick T. Njoroge (2013). A Survey Of Factors Affecting Operation Efficiency Of Small Entrepreneurs: The Case Of M-pesa Outlets In Nairobi, Kenya. Masters In Project Planning And ManagementPublisher
University of Nairobi
Collections
- Faculty of Education (FEd) [5964]