ICT Infrastructure, mobile money systems and customer satisfaction in Uganda

Abstract

The advent of mobile money transfer and payment systems in Uganda has caused excitement to many people due to the numerous benefits this technology offers. However, some mobile money customers have expressed their dissatisfaction about the technology. This study investigated the current ICT infrastructural situation on which mobile money transfer and mobile payment systems run and the level of customer satisfaction using a survey design. Findings indicate that the ICT infrastructure is inadequate and that although customers are not satisfied with mobile technology, they still embrace it and many would like to continue using it to transfer money and make bills payments.