E-PAYMENT SERVICES QUALITY AND CUSTOMER SATISFACTION AMONG MOBILE MONEY USERS IN MUKONO DISTRICT LOCAL GOVERNMENT. A CASE STUDY OF MUKONO DISTRICT LOCAL GOVERNMENT ADMINISTRATION.

Abstract

The rise of Financial Technology (Fintech) significantly reshaped Uganda’s financial landscape by fostering financial inclusion, digital payments, and alternative financial solutions. However, the extent to which e-payment service quality influenced customer satisfaction had remained underexplored. This study investigated the relationship between e-payment service quality and customer satisfaction, using the SERVQUAL model as the guiding framework. A quantitative approach was adopted, and primary data were collected through structured questionnaires administered to users of fintech services across selected employees of Mukono District Local Government, or District in Uganda. Service quality was assessed across five dimensions—tangibles, reliability, assurance, empathy, and responsiveness—by analyzing the gaps between customer expectations and perceptions. Descriptive and inferential statistical techniques were employed to determine the impact of service quality dimensions on satisfaction levels. The findings provided actionable insights for fintech providers, regulators, and policymakers by identifying service gaps, enhancing customer-centered strategies, and supporting sustainable digital financial growth in Uganda.