Predicting intention and actual use of mobile money using the technology acceptance model: the case of University of Botswana students

Abstract

Mobile money has the potential to enhance the financial inclusion of the unbanked population; it also eases transactions for the entire population. Despite the many benefits that mobile money promises, it appears that its adoption in Botswana has been much slower than in countries such as Kenya, South Africa and the Philippines (Patsi, 2018; Correia et al., 2017; Safaricom, 2014). This study examines the extent to which Technology Acceptance Model paradigms predict intention to use (IU) and actual use (AU) of mobile money in the case of University of Botswana students. This contribution used the quantitative research method with a descriptive research design. 203 students participated in the survey and data was collected through the use of self-administered questionnaire in a survey. Participants in the study were selected sampled using the convenience sampling technique. The findings revealed: firstly that there is a significant positive relationship between Perceived ease of use (PEOU) and Intention of use (IU), customer trust (CT) and actual use (AU), and IU and AU.; secondly, that there is a positive non-significant relationship between perceived useful perceived usefulness (PU) , perceived risk (PR) and IU; Thirdly regarding the first set, it was concluded that only PEOU was of relative importance in predicting IU as PU and PR were not significant predictors of IU, and regarding the second set, it was concluded that CT rated higher than IU in predicting AU as it showed a strong correlation. The findings lead to several recommendations for theory and practice. In theoretical terms, the study provides evidence for the predominance of PEOU over PU and PR in predicting intention to use and actual use of mobile money among students. In practical Commercial banks and Mobile service providers in Botswana should make their mobile money services more user-friendly. This recommendation is informed by the fact that PEOU rated highest in factors determining the IU and AU of mobile money services.