Constraints in using mobile money services in Uganda

Abstract

The purpose of this study is to examine constraints hindering the successful use of mobile money (MM) services in Uganda from the perspectives of the users and agents. The researcher used a cross sectional study design and emphasis was put on quantitative research approach. In the same vein, a questionnaire survey was administered to 98 respondents whose perceptions were analyzed using descriptive statistics especially the mean score and mean ranking together with independent t-test. Findings indicated that ‘poor network connectivity’, ‘lack of electronic cash float, ‘not owning a mobile phone, ‘low electricity coverage for users’, and risk or fraud in MM transfer’, are the top five constraints in using MM services in Uganda. The study recommends that MM service providers need to critically look into these constraints as they expand and grow their businesses. More so, the study provides evidence concerning the difference in the opinions of two key players (i.e., the users and the agents) which can be used by policy makers to improve MM services in the country.