臺灣博碩士論文加值系統

While mobile phones were initially made with the intent to make and receive calls, mobile service providers across the globe have since seized the opportunity to use these gadgets to conduct banking transactions; wherefore the whole concept of mobile money came to be. Mobile money services enable people with different occupations and activities in life to send, receive and pay different bills using mobile phones. Inspired by the inherently discriminatory and inaccessible nature of the banking sector in the Kingdom of Eswatini, MTN-Eswatini has introduced a platform that makes the transfer of money relatively cheap and easy to people even across the country.
The aim of this study was to examine the impact of trust, perceived cost, self-efficacy, usefulness, and social influence on the actual usage of, satisfaction with, and usage continuance intention towards MTN-Eswatini mobile money services. The study focused specifically on subscribed users of MTN-Eswatini mobile money services. Using unrestricted, self-selected web-based surveys, we gathered questionnaire responses from 200 respondents from different areas across Eswatini. We used SPSS and AMOS to analyze the data for this study. We used structural equation modeling to test the proposed relationships. Empirical results of this study indicated that: (1) perceived cost has a negative and direct effect on actual usage. (2) Self-efficacy has a positive and direct effect on actual usage. (3) Usefulness has positive and direct effect on actual usage. (4) Social influence has a positive and direct effect on actual usage. (5) Actual usage has a positive and direct effect on satisfaction. (6) Satisfaction has a positive and direct effect on usage continuance intention. However, the impact of trust on the actual usage of mobile money services was not supported.

Table of Contents

List of Figures IV
List of Tables V
CHAPTER ONE INTRODUCTION 1
1.1 Background 1
1.2 Motivation and Purpose 2
1.3 Conceptual Framework 6
1.4 Research Importance 7
CHAPTER TWO LITERATURE REVIEW 8
2.1 The Mobile Telecommunications Industry 8
2.1.1 Mobile Money Services 9
2.1.2 Mobile Telecommunications Situation Eswatini 11
2.2 Trust 11
2.2.1 Definition of Trust 11
2.2.2 Related Literature 12
2.3 Perceived Cost 13
2.3.1 Definition of Perceived Cost 13
2.3.2 Related Literature 13
2.4 Self-Efficacy 15
2.4.1 Definition of Self-Efficacy 15
2.4.2 Related Literature 16
2.5 Usefulness 17
2.5.1 Definition of Usefulness 17
2.5.2 Related Literature 17
2.6 Social Influence 18
2.6.1 Definition of Social Influence 18
2.6.2 Related Literature 19
2.7 Actual Usage 20
2.7.1 Definition of Actual Usage 20
2.7.2 Related Literature 20
2.8 Satisfaction 23
2.8.1 Definition of Satisfaction 23
2.8.2 Related Literature 24
2.9 Usage Continuance Intention 25
2.9.1 Definition of Usage Continuance Intention 25
2.10 MTN-Eswatini 26
2.10.1 MTN-Eswatini Mobile Money 26
CHAPTER THREE METHODOLOGY 29
3.1 Research Design and Survey Measurement 29
3.2 Research Instrument and Measurement Development 29
3.2.1 Measuring Trust 30
3.2.2 Measuring Perceived Cost 30
3.2.3 Measuring Self-efficacy 31
3.2.4 Measuring Usefulness 31
3.2.5 Measuring Social Influence 32
3.2.6 Measuring Actual Usage 32
3.2.7 Measuring Satisfaction 33
3.2.8 Measuring Usage Continuance Intention 33
3.3 Questionnaire Design 33
3.4 Sampling Design and Participants 37
3.5 Structural Model 37
CHAPTER FOUR DATA ANALYSIS 38
4.1 Demographic Analysis 38
4.1.1 Summary of Respondents’ Demographics 39
4.2 Reliability and Validity 40
4.2.1 Reliability and Validity of Factors Studied 40
4.3 Hypotheses Testing 42
4.3.1 Structural Equation Modeling 42
CHAPTER FIVE DISCUSSION, CONCLUSION, AND LIMITATIONS 49
5.1 Discussion 49
5.2 Conclusions 53
5.3 Managerial Implications 55
5.4 Limitations and Future Research 59
REFERENCES 60
APPENDIX A Questionnaire 66

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