Understanding User Experience of Mobile Money Services in Emerging Markets

Given the increasing role of financial inclusion in Africa, a number of stakeholders are advocating for pathways to sustainable financial inclusion mechanisms among the formal and informal sectors. With the current technology supported strategies, the mobile money service has become utterly popular across all sectors of the Ugandan social structure as well as economic structures. A number of studies have indicated overwhelming adoption of the mobile money service in sub-Saharan Africa. The study sought to apply the DeLone and McLean IS Success Model to explain the success of mobile money services in enabling financial inclusion in Africa. It may be necessary to investigate, test and understand the factors behind the growth of this service in selected cases in Africa e.g. Uganda so as to lay platform and advocacy for its sustainability and successful transfer of such technology innovation to other societies. It was found that factors such as information quality, system quality, service quality and net benefits obtained positively correlate to mobile money service use and user satisfaction. However, these factors moderately explain the variations in the use and user satisfaction of mobile money service.