Preventing Customer Churn in the Mobile Telecommunication Industry: Is Mobile Money Usage the Missing Link?

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dc.contributor.authorYeboah-Asiamah, E.
dc.contributor.authorNarteh, B.
dc.contributor.authorMahmoud, M.A.
dc.date.accessioned2019-07-08T09:36:46Z
dc.date.available2019-07-08T09:36:46Z
dc.date.issued2018-02
dc.description.abstractThe paper examines the influence of mobile money usage on customer continuance intention (CCI). The study conveniently sampled 507 mobile money users to test the research model using PLS-SEM. Satisfaction, trust and active usage of mobile money were found to influence CCI. Active usage of mobile money was also confirmed as a mediator in the relationship between satisfaction and trust, on customer continuance. The study thus validated a theoretical model of customer continuance intention as it relates to mobile money usage. It has also provided a new perspective on managing customer churn in an emerging market.en_US
dc.identifier.citationEric Yeboah-Asiamah, Bedman Narteh & Mahmoud Abdulai Mahmoud (2018)Preventing Customer Churn in the Mobile Telecommunication Industry: Is Mobile Money Usage theMissing Link?, Journal of African Business, 19:2, 174-194, DOI: 10.1080/15228916.2018.1440462en_US
dc.identifier.otherhttps://doi.org/10.1080/15228916.2018.1440462
dc.identifier.urihttp://ugspace.ug.edu.gh/handle/123456789/31297
dc.language.isoenen_US
dc.publisherJournal of African Businessen_US
dc.subjectActive usageen_US
dc.subjectChurnen_US
dc.subjectContinuance intentionen_US
dc.subjectMobile moneyen_US
dc.subjectMobile telecommunicationen_US
dc.subjectSatisfactionen_US
dc.subjectThird-party mediatoren_US
dc.subjectTrusten_US
dc.titlePreventing Customer Churn in the Mobile Telecommunication Industry: Is Mobile Money Usage the Missing Link?en_US
dc.typeArticleen_US

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