Determinants of Customer Satisfaction in Mobile Money Services: Basis for a Customer Experience Enhancement Framework

Approved

Relevance and Originality

The study addresses an important topic by examining the factors influencing customer satisfaction with mobile money services in a local community. As digital financial platforms continue to expand, the research is timely and relevant to both academic discussions and practical applications. The integration of customer experience enhancement as an outcome adds value to the study. Although similar studies have been conducted in other contexts, the local perspective provides useful insights. The contribution could be strengthened by highlighting more clearly how this study differs from previous research and the specific knowledge gap it intends to address.

Methodology

The descriptive survey approach is appropriate for the stated objectives, and the research process is generally presented in a logical manner. The selection of respondents, data collection procedures, and statistical techniques are adequately described. However, additional details regarding questionnaire validation, reliability testing, and justification for the sample size would improve methodological transparency and support future replication of the study.

Validity and Reliability

The findings appear to reflect the responses collected from the selected participants, and the use of standard statistical measures supports the analysis. Nevertheless, the relatively small sample size and the focus on a single municipality may limit the wider applicability of the results. A brief discussion of potential sources of bias and study limitations would further strengthen the credibility of the conclusions.

Clarity and Structure

The manuscript follows a logical sequence and is generally easy to understand. Tables contribute to presenting the findings clearly, and the organization of sections supports readability. Some grammatical inconsistencies, repetitive statements, and formatting issues should be revised to improve the overall presentation. Careful proofreading would enhance the professional quality of the manuscript.

Results and Analysis

The results are presented clearly and are generally consistent with the study objectives. The discussion connects the findings with relevant literature, making the interpretations meaningful. Greater critical analysis of unexpected observations and broader comparisons with previous studies would further enrich the discussion. The proposed customer experience enhancement framework is relevant and provides practical value for mobile money service providers.