Abstract

This study aimed to evaluate the financial wellbeing experiences of digital payment systems in Ghana, an emerging economy, using a case study with special emphasis on gender and age. Quantitative data were obtained from customers and mobile money agents operating in two poor rural districts. The study established a significant positive connection between security and satisfaction, ease of use and satisfaction, and convenience and satisfaction in relation to digital payment systems in emerging markets. Also, customer satisfaction mediates trust and the digital payment experience of the poor. The findings also revealed that customer experience of digital payment systems differs based on gender and age categories. Males appeared to value ease of use rather than great customer experience, whereas females valued security over great customer experience. Great customer experience leads to stronger trust levels among female users than males. Also, younger users were more concerned with issues of convenience, while older customers placed a higher premium on security.

摘要

本研究旨在通过一个特别强调性别和年龄的案例研究，评估新兴经济体加纳数字支付系统的财务状况。定量数据来自在两个贫困农村地区经营的客户和移动货币代理。该研究在新兴市场数字支付系统的安全性和满意度、易用性和满意度以及便利性和满意度之间建立了显着的积极联系。此外，客户满意度调节信任和穷人的数字支付体验。调查结果还显示，数字支付系统的客户体验因性别和年龄类别而异。男性似乎更看重易用性而不是出色的客户体验，而女性更看重安全性而不是出色的客户体验。出色的客户体验导致女性用户的信任度高于男性。此外，年轻用户更关心便利性问题，而年长用户则更重视安全性。