Analysis of ICT in the mobile money service : a case study of Makindye Division, Kampala District

Abstract

The study was aimed at analyzing ICT in mobile money services in Uganda; with a particular emphasis on Makindye Division , Kampala District .The objectives were; to analyze the factors that hinder adoption of ICT usage in mobile money services with in the country, to determine the extent to which end-users use ICT to manage mobile services in their business and to identify better opportunities for innovation arising from the use of ICT by end-users and hence provide recommendations about ways in which ICT can be applied for more growth of mobile money. The study engaged a descriptive cross –sectional design involving both quantitative and qualitative approaches. It employed systematic and purposive random sampling, a sample of 73 was adopted from a population unspecified respondents due unavailability of a specific number of people operating as Mobile money End user providers with in Makindye Division, Kampala District. The primary data was acquired through the use self-administered questionnaires which were formulated and conducted among end-user service providers with in Makindye (retail agents), the questionnaires served were about 80 and 73 questionnaires’ were returned. The study found out that Makindye division has many end user providers who have quite many factors that hinder the adoption of mobile money services that is; individual customer characteristics, insecurity, illiteracy on the side of customers, trust, high transaction costs, poor agent network, privacy, network problems and the unclear defined policies and laws that govern the service in the country. The study identified the extent to which end user providers use the service and these were identified; register mobile money customers, deposit cash into registered customer accounts, process cash withdraws for registered and non-registered, selling airtime and paying utilities and taxes for customers. The study identified and recommended the growth of mobile money service through ICT it included; create awareness of other services with in mobile money services, creation of value for the service, enhance usability qualities, create relationship with a customer, educate the clients, create loyal relationships and customer satisfaction, customization and trust to enable ICT in mobile money services.