EVALUATING THE IMPACT OF AGENT CREDIBILITY & SERVICE QUALITY ON CONTINUOUS USAGE OF MOBILE MONEY SERVICES

Abstract

The focus of this study is on determining how agent credibility and service quality impact continuous use of mobile money services. Mobile money has really transformed the face of any monetary transactions not least in developing countries, where they have enabled an expansion in financial inclusion. However, its long-term usage has always posed a challenge. Thus, the research seeks to establish how the user's retention is affected by dimension of measuring agent credibility - reliability, competence, and transparency and service quality-dimensions that include efficiency, security, and ease of use. A qualitative approach was adopted targeting youth, university students, and people working in the industry, collecting data through a questionnaire survey technique from fifty respondents. For analyzing the total data, statistical tools included SPSS, PLS-SEM, and many others. The study found positive relations between agent credibility, service quality with continuous use but proved to be statistically insignificant. These results show that professionalism among agents and reliability in service should be improved so that trust and satisfaction may be created among users. The study thus carries some important managerial implications where it suggests that agents should be trained accordingly, user education campaigns should be initiated and quality control measures should be robust in order to increase user retention. Future studies can include more diverse samples with different variables to ensure the reach of the findings and longitudinal studies. This research, even with the potentials of its limitations, such as convenience sampling and self-report biases, offers recommendations for strategizing for the success of the mobile money platforms in the long run.