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

by Nana Akosah Sarpong, Mathias Agbeko
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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.

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Index Terms

Computer Science
Information Sciences

Keywords

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

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