Examining consumer mobile money usage behaviour in Ghana

Richard Glavee-Geo, Aijaz A. Shaikh, Robert Ebo Hinson, Heikki Karjaluoto

Research output: Contribution to journalConference articlepeer-review

1 Citation (Scopus)

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 languageEnglish
Pages (from-to)761-765
Number of pages5
JournalProceedings of the International Conference on Electronic Business (ICEB)
Volume2018-December
Publication statusPublished - 2018
Externally publishedYes
Event18th International Conference on Electronic Business, ICEB 2018 - Guangxi
Duration: 2 Dec 20186 Dec 2018

Keywords

  • Agent credibility
  • Customer empowerment
  • Ghana
  • Mobile money

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