Determinants of utilization of mobile money services in Uganda: a case study of Lubya Parish-Lubaga division

Abstract

The study was carried out to analyze the determinants of utilization of mobile money services in Uganda a case study of Lubya parish in Lubaga division. The main objective of the study was to assess the determinants of utilization of mobile money services in Lubya parish The specific objectives of the study included; to find out the effect of transactional costs on utilization of mobile money services in Lubya parish, to find out the effect of network on utilization of mobile money services in Lubya parish and to find out the effect of the accessibility of mobile money outlets on the utilization of mobile money services in Lubya parish. The study used both quantitative and qualitative methods of data collection which are exploratory and descriptive in nature. The findings revealed that factors like fraud, insecurity in operating mms, delayed delivery of confirmation messages, network breakdown need to be handled well by telecommunication networks if they are to build confidence in the customers to adopt and utilize mobile money services The findings further revealed that insecurity in operating mobile money services. This is because mobile money service providers are being targeted by thugs and this is evidenced by the death of different mobile money service providers who are killed in broad day light. The study recommended that telecommunication networks providing mobile money services should work on the perceived complexity of procedures for completing a transaction through these of mobile money services. Furthermore, companies should also clearly define how easy it is, to use mobile money services is the extent to which correcting mistakes at any step during transactions is simple. The study again recommended that Mobile telecommunications operators should benchmark and invest in technology to ensure network availability to enable customers transact 24/7 Lastly the study recommended that The Ministry of Finance through Bank of Uganda should develop financial inclusion policies that recognize MMS in regular financial transactions and settlement.