CFP last date
20 January 2025
Call for Paper
February Edition
IJCA solicits high quality original research papers for the upcoming February edition of the journal. The last date of research paper submission is 20 January 2025

Submit your paper
Know more
The week's pick
Responsive image
SFLA-Based Line Balancing and Task Optimization in Master-Slave Controlled Hanger Transportation Systems for Garment Production

Duc Hoang Nguyen
Random Articles
Reseach Article

Optimizing Technology in Mobile Financial Services: User experiences and expectations in Ghana

by Nana Akosah Sarpong, Mathias Agbeko
journal cover thumbnail

International Journal of Computer Applications
Foundation of Computer Science (FCS), NY, USA
Volume 177 - Number 39
Year of Publication: 2020
Authors: Nana Akosah Sarpong, Mathias Agbeko
10.5120/ijca2020919716

Nana Akosah Sarpong, Mathias Agbeko . Optimizing Technology in Mobile Financial Services: User experiences and expectations in Ghana. International Journal of Computer Applications. 177, 39 ( Feb 2020), 1-7. DOI=10.5120/ijca2020919716

@article{ 10.5120/ijca2020919716,
author = { Nana Akosah Sarpong, Mathias Agbeko },
title = { Optimizing Technology in Mobile Financial Services: User experiences and expectations in Ghana },
journal = { International Journal of Computer Applications },
issue_date = { Feb 2020 },
volume = { 177 },
number = { 39 },
month = { Feb },
year = { 2020 },
issn = { 0975-8887 },
pages = { 1-7 },
numpages = {9},
url = { https://ijcaonline.org/archives/volume177/number39/31160-2020919716/ },
doi = { 10.5120/ijca2020919716 },
publisher = {Foundation of Computer Science (FCS), NY, USA},
address = {New York, USA}
}
%0 Journal Article
%1 2024-02-07T00:48:09.868991+05:30
%A Nana Akosah Sarpong
%A Mathias Agbeko
%T Optimizing Technology in Mobile Financial Services: User experiences and expectations in Ghana
%J International Journal of Computer Applications
%@ 0975-8887
%V 177
%N 39
%P 1-7
%D 2020
%I Foundation of Computer Science (FCS), NY, USA
Abstract

The mobile phone technology has been used to solve problems through various innovative ways of which Mobile Financial Services (MFS) is inclusive. As the world is becoming populated, attention has been drawn to how technology could help solve problems. One of such innovations is mobile financial services. In the case of Ghana, mobile financial service has now gained its way through many businesses and individuals as well. The aim of this research therefore is to evaluate MFS provision in Ghana by looking at its awareness and usage, customer satisfaction level, challenges and opportunities available. One hundred and fifty (150) respondents partook in this research work and analysis was done using SPSS. From the research, it was identified that people still have a lot of expectations for MFS provisioning in Ghana and these future desires which include foreign exchange services, ATM transactions in MFS, online shopping and online payments must be harnessed by MFS providers to satisfy the customer and protect their market share. Also, liaising with the banks can promote MFS transactions; and the ability of operators to ensure a stable network for the growth of MFS in Ghana. Through industry-led initiatives, including partnerships with banks and other third parties, MFS providers can enhance the customer experience and reaching scale to evolve the sector to a new phase of maturity in Ghana. Eight different recommendations were made based on user experience in this paper.

References
  1. Aker, J. C., & Wilson, K. (2013, January). Can mobile money be used to promote savings? Evidence from Northern Ghana.
  2. Atuyota-Ejughemre, K. (2009). Promoting Mobile Financial Transactions: A Case Study Zain Sierra Leone.
  3. Biztechafrica. (2013, February 5). Tigo Cash named Best Mobile Money Product in West Africa. Retrieved from BizTechAfrica:https://www.biztechafrica.com/article/tigo-cash-named-best-mobile-money-product-west-afr/5375/
  4. Boston Consulting Group. (2011). The Socio-economic impact of mobile financial services: Analysis of Pakistan, Bangladesh, India, Serbia and Malaysia.
  5. DCCA. (2014). Consumers and Mobile Financial Services 2014. Washington, DC: Board of Governors of the Federal Reserve System.
  6. Demirguc-Kunt, A., Klapper, L., & Randall, D. (2013). Islamic Finance and Financial Inclusion: Measuring Use of and Demand for Formal Financial Services among Muslim Adults. The World Bank.
  7. Demombynes, G., & Thegeya, A. (2012). Kenya's mobile revolution and the promise of mobile savings. The World Bank.
  8. FII. (2014). Tanzania Quicksights Report FII Tracker Survey Wave 1. Nairobi: InterMedia.
  9. FII InterMedia. (2013). Financial inclusion insights tracker survey Kenya. Washington, DC: InterMedia.
  10. Gonzalez, F. (2011). Innovation for the 21st Century Banking Industry. In F. e. Gonzalez, Innovation, Perspectives for the 21st Century (pp. 10-21). Spain: BBVA.
  11. GSMA. (2015). 2015 State of the Industry Report Mobile Money. London: GSMA.
  12. Kaasinen, E. (2005). User acceptance of mobile services: Value, ease of use, trust and ease of adoption.
  13. Kim, D. J., Ferrin, D. L., & Rao, R. H. (2008). A trust-customer making ,model in electronic commerce: the role of trust, perceived risk, and their antecedents. Decision support systems, 544-564.
  14. Kofigah, S. K. (2010). Mobile payments system: The challenges to its adoption in Ghana and what can be done to make it catch on? Doctoral dissertation.
  15. Kusimba, S., Chaggar, H., Gross, E., & Kunyu, G. (2013). Social networks of mobile money in Kenya. Institute for Money, Technology & Financial Inclusion (IMTFI).
  16. Lin, H.-F. (2011). An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust. International journal of information management, 252-260.
  17. MFSWG. (2012, July). Mobile Financial Services: Basic Terminology. Bangkok, Thailand: Alliance for Financial Inclusion.
  18. Scharwatt, C., Katakam, A., Frydrych, J., Murphy, A., & Naghavi, N. (2014). 2014 State of the Industry - Mobile Financial Services for the Unbanked . London: GSMA.
  19. Siau, K., & Shen, Z. (2003). Building Customer Trust in Mobile Commerce. Communications of the ACM, 91-94.
Index Terms

Computer Science
Information Sciences

Keywords

Mobile financial services MFS mobile money customer satisfaction mobile technology awareness agent network operators customer providers challenges.

Powered by PhDFocusTM