International Journal of Innovation and Development

Taxi Drivers’ Experience with Mobile Money Service during Covid-19 Pandemic: A Case Study of Kumasi Metropolitan Area in Ghana.

Kofi Mintah Oware

Kumasi Technical University, Ghana

Kingsley Appiah

Kumasi Technical University

Vasty Serwaa Agyemang

Kumasi Technical University

Keywords: Covid-19; Mobile Money Service; Taxi drivers; Security; Convenience; Ghana

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Abstract

The study examines taxi drivers’ (cab drivers’) experience with mobile money services during the Covid-19 pandemic. To fulfil its aims, the study used data exclusively from primary sources. One hundred and fifty (150) drivers were to be surveyed and semi-structured interviews conducted in order to gather information. To conduct the analysis, the study used Microsoft Excel as the statistical software suite. In order to ensure presentation clarity, the results are given according to each individual goal. The study’s findings indicate that, among the six variables considered, the mobile money service’s perceived simplicity of use is the main motivator for cab drivers to utilise it. Secondly, the analysis’ conclusions showed that, throughout the Covid-19 period, every single one of the nine characteristics used to gauge users’ happiness with their personal experiences and level of service was in agreement with the assertion that the mobile money app has improved as a means of making payments. Thirdly, the findings from the mobile application and services effectively secured or not shown indicate that service providers have failed to mitigate fraudulent activities. Lastly, respondents disclosed that it is now difficult to use the mobile money service due to network challenges preventing them from accessing their money and using it efficiently.

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Author Biographies

Kofi Mintah Oware, Kumasi Technical University, Ghana

Department of Banking Technology and Finance,

Kingsley Appiah, Kumasi Technical University

Department of Accountancy and Accounting Information Systems

Vasty Serwaa Agyemang, Kumasi Technical University

Department of Banking Technology and Finance, Kumasi Technical University, Ghana