Abstract
This study develops a theoretical model to examine the effects of agent credibility and service quality on customer empowerment and the consequences of such empowerment in mobile money (MM) usage in Ghana. In total, 595 valid responses were collected using a pre-tested onsite-survey instrument. The research findings suggest that a higher level of MM agent credibility increases customer empowerment, which in turn positively affects the continuous usage of MM services. A significant association between MM agent service quality and customer empowerment was also noted. The study concludes with a discussion of study implications, limitations, and future research directions.
Original language | English |
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Pages (from-to) | 761-765 |
Number of pages | 5 |
Journal | Proceedings of the International Conference on Electronic Business (ICEB) |
Volume | 2018-December |
Publication status | Published - 2018 |
Externally published | Yes |
Event | 18th International Conference on Electronic Business, ICEB 2018 - Guangxi Duration: 2 Dec 2018 → 6 Dec 2018 |
Keywords
- Agent credibility
- Customer empowerment
- Ghana
- Mobile money