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

被引:11
|
作者
Twum, Kojo Kakra [1 ,2 ]
Kosiba, John Paul Basewe [3 ]
Hinson, Robert Ebo [4 ,5 ,6 ]
Gabrah, Antoinette Yaa Benewaa [7 ]
Assabil, Ebenezer Nyarko [1 ]
机构
[1] Presbyterian Univ Coll, Dept Business Adm, Abetifi, Ghana
[2] Univ Cape Coast, Dept Mkt & Supply Chain Management, Cape Coast, Ghana
[3] Univ Prof Studies, Dept Mkt, POB LG 147, Accra, Ghana
[4] Univ Ghana, Business Sch, POB LG 78, Accra, Ghana
[5] Lincoln Int Business Sch, Lincoln, England
[6] Univ Free State, Business Sch, Bloemfontein, South Africa
[7] Univ Profess Studies, Dept Mkt, Accra, Ghana
关键词
Mobile money; Service quality; Customer satisfaction; Continuance usage; Telecommunication; MULTIPLE-ITEM SCALE; MODERATING ROLE; E-BANKING; PLS-SEM; LOYALTY; MODEL; INTENTIONS; IMPACT; EXPECTATION; PERCEPTIONS;
D O I
10.1057/s41264-021-00138-5
中图分类号
F [经济];
学科分类号
02 ;
摘要
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.
引用
收藏
页码:30 / 42
页数:13
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