Determinants of Continuous Use of Mobile Money Payment Systems in Ghana.

Abstract

This study examines the effect of user’s satisfaction on post-acceptance behaviour of mobile money users. Specifically, the paper identifies satisfactory factors and further examines the relationship between satisfaction and continuous use of mobile money application at the post-acceptance phase. Data was collected from 696 mobile phone users who had subscribed to mobile money services. Partial least squares (PLS) (Smart PLS 3.0) were used to analyse the collected data to test proposed hypotheses. This study revealed that users’ satisfaction is a significant factor that influences their intentions to continue to use mobile money services. The results indicated that users’ satisfaction is strongly influenced by confirmation and perceived usefulness which in turn significantly impact on continuous use of mobile money applications. Also, perceived security and privacy exert significant impact on users satisfaction. It was noted that charges and fees were insignificant but positively related to users’ intentions to continue to use mobile money applications. The findings have implications on both telecommunication firms and policy makers as they offer practical guidelines in developing strategies to ensure continuous use of mobile money applications/ services as we improve upon financial inclusion in Ghana in particular and Africa in general. This study therefore fills the gap in the post-adoption stage of mobile money usage and further use in Ghana.