The impact of mobile money fraud on consumer satisfaction of mobile financial services in Uganda: A case study of students enrolled at the School of Statistics and Planning, Makerere University

Abstract

This study investigated the impact of mobile money fraud on consumer satisfaction in Uganda, School of Statistics and Planning at Makerere University as a case. The study was guided by the following specific objectives; To establish the common forms of mobile money fraud incidents reported among students; To find out the main effects of the prevalence of mobile money fraud in Uganda, at the School of Statistics and Planning, Makerere University; To establish the measures established to mitigate mobile money fraud in Uganda, at the School of Statistics and Planning, Makerere University and To find out how effective the security measures and regulations are in mitigating mobile money fraud in Uganda, at the School of Statistics and Planning, Makerere University. Mobile money services have grown in popularity in Uganda, making financial transactions more convenient for millions of people. The surge in mobile money fraud incidents, on the other hand, has generated worries about its influence on consumer satisfaction. The study employed descriptive research design, collection of data was through the administration of questionnaires where 278 were filled by students at SSP. The data collected was analyzed using SPSS software where statistical techniques such as descriptive analysis, chi-square tests and ordinal regression analysis were used and the p-value < 0.05 was considered statistically significant. The research findings established that the common forms of mobile money fraud are provider impersonation by fraudsters, followed by fake promotions, fake agents, SIM phishing then SIM card swapping and that there is a statistically significant impact of mobile money fraud on consumer satisfaction in Uganda. The hypothesis stating that there is no impact of mobile money fraud on consumer satisfaction was rejected. The findings also indicated that the use of strict measures against fraudsters followed by agent training on acceptable practices, consumer awareness then use better access controls like PINs helped mitigate fraud. This study therefore provides a baseline to help MMSP and the government of Uganda that would like to improve mobile money safety to improve consumer satisfaction.