IDEAS home Printed from https://ideas.repec.org/a/pal/jofsma/v28y2023i1d10.1057_s41264-021-00138-5.html
   My bibliography  Save this article

Determining mobile money service customer satisfaction and continuance usage through service quality

Author

Listed:
  • Kojo Kakra Twum

    (Presbyterian University College
    University of Cape Coast)

  • John Paul Basewe Kosiba

    (University of Professor Studies, Accra)

  • Robert Ebo Hinson

    (University of Ghana
    Lincoln International Business School
    University of the Free State Business School)

  • Antoinette Yaa Benewaa Gabrah

    (University of Professional Studies)

  • Ebenezer Nyarko Assabil

    (Presbyterian University College)

Abstract

Mobile money service is a major retail financial service provided by telecommunication firms and formal banking institutions in many countries in Sub-Saharan Africa. The increased patronage of mobile money services demands that telecommunication firms enhance the quality-of-service delivery they offer in order to stay competitive. The purpose of this paper is to investigate the service quality factors that influence customer satisfaction and continuance usage of mobile money services. Data were collected from 494 users of mobile money services. Using structural equation modeling, this study tested hypotheses on the effect of service quality variables on customer satisfaction and continuance usage of mobile money services. The findings indicate that the availability of services, facilities, and security influence customer satisfaction, whereas the expertise of the service provider, the operator’s network system, and responsiveness influence continued use of mobile money services. The findings of this study will assist mobile money service providers and policymakers in planning services that will increase customer satisfaction and retention. The study contributes to identifying service quality constructs that influence customer satisfaction and continuance usage in the mobile money context.

Suggested Citation

  • Kojo Kakra Twum & John Paul Basewe Kosiba & Robert Ebo Hinson & Antoinette Yaa Benewaa Gabrah & Ebenezer Nyarko Assabil, 2023. "Determining mobile money service customer satisfaction and continuance usage through service quality," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(1), pages 30-42, March.
    • Handle: RePEc:pal:jofsma:v:28:y:2023:i:1:d:10.1057_s41264-021-00138-5
    DOI: 10.1057/s41264-021-00138-5
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41264-021-00138-5
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1057/s41264-021-00138-5?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. T. Christopher Greenwell & Janet S. Fink & Donna L. Pastore, 2002. "Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience," Sport Management Review, Taylor & Francis Journals, vol. 5(2), pages 129-148, July.
    2. Tapiwanashe James Museba & Edmore Ranganai & Gianfranco Gianfrate, 2021. "Customer perception of adoption and use of digital financial services and mobile money services in Uganda," Journal of Enterprising Communities: People and Places in the Global Economy, Emerald Group Publishing Limited, vol. 15(2), pages 177-203, February.
    3. Eric T. Anderson & Gavan J. Fitzsimons & Duncan Simester, 2006. "Measuring and Mitigating the Costs of Stockouts," Management Science, INFORMS, vol. 52(11), pages 1751-1763, November.
    4. Bedman Narteh & Mahmoud Abdulai Mahmoud & Simon Amoh, 2017. "Customer behavioural intentions towards mobile money services adoption in Ghana," The Service Industries Journal, Taylor & Francis Journals, vol. 37(7-8), pages 426-447, June.
    5. Eric Osei-Assibey, 2015. "What drives behavioral intention of mobile money adoption? The case of ancient susu saving operations in Ghana," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 42(11), pages 962-979, November.
    6. Fredric William Swierczek & Theerawut Monta, 2021. "Key factors of service quality of B-2-B technology providers," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 38(4), pages 508-535.
    7. William Jack & Adam Ray & Tavneet Suri, 2013. "Transaction Networks: Evidence from Mobile Money in Kenya," American Economic Review, American Economic Association, vol. 103(3), pages 356-361, May.
    8. Kosiba, John Paul & Acheampong, Audrey & Adeola, Ogechi & Hinson, Robert E., 2020. "The moderating role of demographic variables on customer expectations in airport retail patronage intentions of travellers," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    9. Munyegera, Ggombe Kasim & Matsumoto, Tomoya, 2016. "Mobile Money, Remittances, and Household Welfare: Panel Evidence from Rural Uganda," World Development, Elsevier, vol. 79(C), pages 127-137.
    10. Greenwell, T. Christopher & Fink, Janet S. & Pastore, Donna L., 2002. "Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience," Sport Management Review, Elsevier, vol. 5(2), pages 129-148, November.
    11. Eric Osei-Assibey, 2015. "What drives behavioral intention of mobile money adoption? The case of ancient susu saving operations in Ghana," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 42(11), pages 962-979, November.
    12. Landrum, Hollis & Prybutok, Victor R., 2004. "A service quality and success model for the information service industry," European Journal of Operational Research, Elsevier, vol. 156(3), pages 628-642, August.
    13. Bauer, Hans H. & Falk, Tomas & Hammerschmidt, Maik, 2006. "eTransQual: A transaction process-based approach for capturing service quality in online shopping," Journal of Business Research, Elsevier, vol. 59(7), pages 866-875, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. James Atta Peprah & Clement Oteng & Joshua Sebu, 2020. "Mobile Money, Output and Welfare Among Smallholder Farmers in Ghana," SAGE Open, , vol. 10(2), pages 21582440209, June.
    2. Osabutey, Ellis L.C. & Jackson, Terence, 2024. "Mobile money and financial inclusion in Africa: Emerging themes, challenges and policy implications," Technological Forecasting and Social Change, Elsevier, vol. 202(C).
    3. Yoshida, Masayuki & James, Jeffrey D. & Cronin, J. Joseph, 2013. "Sport event innovativeness: Conceptualization, measurement, and its impact on consumer behavior," Sport Management Review, Elsevier, vol. 16(1), pages 68-84.
    4. Tae-Seung Park & Jun-Su Kim & Jiyoun Kim, 2021. "The Impact of Perceived Hapkido Service Quality on Exercise Continuation and Recommendation Intentions, with a Focus on Korean Middle and High School Students," Sustainability, MDPI, vol. 13(6), pages 1-10, March.
    5. Yoshida, Masayuki, 2017. "Consumer experience quality: A review and extension of the sport management literature," Sport Management Review, Elsevier, vol. 20(5), pages 427-442.
    6. Theodorakis, Nicholas D. & Alexandris, Kostas & Tsigilis, Nikolaos & Karvounis, Serafim, 2013. "Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality," Sport Management Review, Elsevier, vol. 16(1), pages 85-96.
    7. Basiony, Abd Elazim & abd alla, Ghada & shaker El Sayed, Alaa, 2014. "Evaluating Tourism Service Quality Provided to the European Tourist “Applied on the British tourist"," MPRA Paper 57164, University Library of Munich, Germany, revised 2014.
    8. Howat, Gary & Assaker, Guy, 2016. "Outcome quality in participant sport and recreation service quality models: Empirical results from public aquatic centres in Australia," Sport Management Review, Elsevier, vol. 19(5), pages 520-535.
    9. Frederick Kwesi Blay & Livingstone Divine Caesar, 2022. "The adoption of mobile money technology in emerging markets: a contingency analysis from Ghana," SN Business & Economics, Springer, vol. 2(9), pages 1-26, September.
    10. Calabuig Moreno, Ferran & Prado-Gascó, Vicente & Crespo Hervás, Josep & Núñez-Pomar, Juan & Añó Sanz, Vicente, 2015. "Spectator emotions: Effects on quality, satisfaction, value, and future intentions," Journal of Business Research, Elsevier, vol. 68(7), pages 1445-1449.
    11. Xinghua Wang & James J. Zhang & Guandong Song & Xia Wan, 2020. "Push and Pull Factors Influencing the Winter Sport Tourists in China: The Case of Leisure Skiers," SAGE Open, , vol. 10(2), pages 21582440209, June.
    12. Emmanuel Kofi Penney & James Agyei & Eric Kofi Boadi & Eugene Abrokwah & Richmond Ofori-Boafo, 2021. "Understanding Factors That Influence Consumer Intention to Use Mobile Money Services: An Application of UTAUT2 With Perceived Risk and Trust," SAGE Open, , vol. 11(3), pages 21582440211, June.
    13. Praharsi, Yugowati & Wee, Hui-Ming & Sukwadi, Ronald & Padilan, Marivic V., 2014. "Small-independent retailers vs. organized retailers: An empirical study in Indonesian economics of service industries," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 108-117.
    14. Jenny Aker & Joel Cariolle, 2022. "The Use of Digital for Public Service Provision in Sub-Saharan Africa," Post-Print hal-03003899, HAL.
    15. Gregory Mvogo & Christèle Gladisse Awounang Djouaka, 2022. "Effet du mobile money sur la résilience des ménages exerçant des activités génératrices de revenus au Cameroun," African Development Review, African Development Bank, vol. 34(4), pages 459-471, December.
    16. Yongping Zhong & Hee-Cheol Moon, 2022. "Investigating Customer Behavior of Using Contactless Payment in China: A Comparative Study of Facial Recognition Payment and Mobile QR-Code Payment," Sustainability, MDPI, vol. 14(12), pages 1-19, June.
    17. Shin, Jin-ho & Lyu, Seong Ok, 2019. "Using a discrete choice experiment to estimate spectators’ willingness to pay for professional baseball park sportscape," Sport Management Review, Elsevier, vol. 22(4), pages 502-512.
    18. Jaeman Son & Stephen W. Dittmore & Younghwan Choi, 2023. "Understanding the Relationship between Corporate Social Responsibility, Team Identification, and Behavioral Intention with the Mediating Effect of Satisfaction in Korean Professional Baseball League," Sustainability, MDPI, vol. 15(10), pages 1-12, May.
    19. Luc Jacolin & Massil Keneck & Alphonse Noah, 2019. "Informal Sector and Mobile Financial Services in Developing Countries: Does Financial Innovation Matter?," Working papers 721, Banque de France.
    20. Marko Peric & Nicholas Wise, 2015. "Understanding the delivery of experience: Conceptualising business models and sports tourism, assessing two case studies in Istria, Croatia," Local Economy, London South Bank University, vol. 30(8), pages 1000-1016, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:jofsma:v:28:y:2023:i:1:d:10.1057_s41264-021-00138-5. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.