Title: Improving performance, security and mobile money users' experience: a study of service design

Authors: Sunday Adewale Olaleye; Ismaila Temitayo Sanusi; Solomon Sunday Oyelere

Addresses: School of Business, JAMK University of Applied Sciences, Rajakatu 35, 40100 Jyväskylä, Finland ' School of Computing, University of Eastern, Finland ' Department of Computer Science, Electrical and Space Engineering, Luleå University of Technology, SE-931 87 Skellefteå, Sweden

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.

Keywords: mobile money; user experience; user satisfaction; service design.

DOI: 10.1504/IJMC.2023.129973

International Journal of Mobile Communications, 2023 Vol.21 No.3, pp.295 - 315

Received: 13 Feb 2020
Accepted: 12 May 2021
Published online: 04 Apr 2023 *

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