Examining Consumer Mobile Money Usage Behaviour in Ghana

Authors

Richard Glavee-Geo, Norwegian University of Science and Technology, Aalesund, NorwayFollow
Aijaz A. Shaikh, University of Jyväskylä, FinlandFollow
Robert Ebo Hinson, University of Ghana Business School, Accra, GhanaFollow
Heikki Karjaluoto, University of Jyväskylä, FinlandFollow

Corresponding Author

Aijaz A. Shaikh

Document Type

Work in Progress

Abstract

This study develops a theoretical model to examine the effects of agent credibility and service quality on customer empowerment and the consequences of such empowerment in mobile money (MM) usage in Ghana. In total, 595 valid responses were collected using a pre-tested onsite-survey instrument. The research findings suggest that a higher level of MM agent credibility increases customer empowerment, which in turn positively affects the continuous usage of MM services. A significant association between MM agent service quality and customer empowerment was also noted. The study concludes with a discussion of study implications, limitations, and future research directions.

Recommended Citation

Glavee-Geo, Richard; Shaikh, Aijaz A.; Hinson, Robert Ebo; and Karjaluoto, Heikki, "Examining Consumer Mobile Money Usage Behaviour in Ghana" (2018). ICEB 2018 Proceedings (Guilin, China). 24.
https://aisel.aisnet.org/iceb2018/24