Service Quality and Competiveness in Mobile Money Firms

Abstract

Since the entry of Mpesa in the year 2007, electronic mobile money transfer has immensely grown. The growth of this system is highly complex and thus it needs connections of agents to carry out transactions which give high service quality to its customer base. One important thing that is enhancing electronic money transfer is that user experience is simplified, reliability on mobile money transfers and a cheaper cost. This project research is interested in discussing three dimensions of service quality pertinent in operation management. The literature review of this study explains the different service quality dimensions which are directly affecting the competitiveness of different mobile money firms and highlights which is more important in keeping the operations of mobile money agents to be competitive in the market. Research methodology covers the study of mobile money agents that were based in Nairobi region which made the study population and the questionnaire method was used to collect data while statistical methods was used to analyze and interpret data.