Money Transfer Agencies: Views and Complaints’ of Clients toward Service Quality (original) (raw)

Lap Lambert Academic Publishing, 2016

Abstract

As the number of migrants increased all over the world, the demand for a secured and reliable channel to transfer funds from one country to another has also raised. Sending or receiving money for either payment of salaries, settlement of business transactions, or family support is common for both businesses and individuals. For these reasons, it requires efficient, reliable, and affordable money transfer services whereby money can be deposited in one location, and withdrawn in another in both urban and rural areas. However, delivering customer value through quality services is a key to the success of service-oriented organizations, as service quality has a massive impact on client satisfaction. Thus, the purpose of this study is to explore clients' views on the service quality of money transfer agencies in Sudan, and the different challenges they face while transferring money and dealing with those agencies. This research followed the analytical and quantitative methods, as well as the questionnaire was used as the main data collection tool. Statistical analysis was used to analyze the collected data to achieve the objectives of the research.

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