Title: Explicating mobile money interoperability system and subscriber satisfaction: the role of perception

Authors: Emmanuel Adu-Mensah; Gamel O. Wiredu

Addresses: Ghana Institute of Management and Public Administration (GIMPA), P.O. Box AH 50, Achimota, Accra, Ghana ' Ghana Institute of Management and Public Administration (GIMPA), P.O. Box AH 50, Achimota, Accra, Ghana

Abstract: This study seeks to propose a model for explaining mobile money subscriber satisfaction in terms of user perception of interoperability system performance (ISP). The proposed model, an adaptation of the expectation-disconfirmation theory, helps in explaining the causality between subscriber satisfaction and ISP perception by establishing the antecedents of subscriber satisfaction in the interoperability system context. Through a survey and structural equation modelling, the study revealed that there is a positive relationship between: perception and expectation, expectation and ISP, ISP and disconfirmation, ISP and satisfaction, disconfirmation and subscriber satisfaction, and perception and disconfirmation. There is a positive but weak relationship between perception and satisfaction; and there are inverse relationships between subscriber perception and system performance and between expectation and disconfirmation.

Keywords: mobile money; interoperability; subscriber satisfaction; perception; expectation disconfirmation.

DOI: 10.1504/IJITCC.2023.132847

International Journal of Information Technology, Communications and Convergence, 2023 Vol.4 No.2, pp.167 - 201

Received: 30 Jun 2022
Accepted: 06 Feb 2023
Published online: 11 Aug 2023 *

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