Improving performance, security and mobile money users' experience: a study of service design Online publication date: Tue, 04-Apr-2023
by Sunday Adewale Olaleye; Ismaila Temitayo Sanusi; Solomon Sunday Oyelere
International Journal of Mobile Communications (IJMC), Vol. 21, No. 3, 2023
Abstract: Mobile technologies have changed the way people interact with their surroundings. Despite the growth of mobile money in Africa, especially in Kenya, Nigeria as a frontier market is lacking behind. Most Nigerians are far from experiencing a cashless economy, and about two-fifths of Nigerians have bank accounts, while four-fifths of Nigerians are ignorant of mobile money services. Quantitative methodology was employed in the study with a focus on mobile money users. The study administered a survey as a hard copy to the community that comprises students and workers in Nigeria with (n = 151) participants. The study combined performance expectancy, effort expectancy users experience, and security to predict mobile money users' satisfaction, while performance expectancy is the highest predictor of user's satisfaction. The insight from this study suggests to mobile money managers strategies to optimise the mobile money platform to enhance the mobile money users' experience and satisfaction.
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