| Abstrakt: |
This study seeks to propose a model for explaining mobile money subscriber satisfaction in terms of user perception of interoperability system performance (ISP). The proposed model, an adaptation of the expectation-disconfirmation theory, helps in explaining the causality between subscriber satisfaction and ISP perception by establishing the antecedents of subscriber satisfaction in the interoperability system context. Through a survey and structural equation modelling, the study revealed that there is a positive relationship between: perception and expectation, expectation and ISP, ISP and disconfirmation, ISP and satisfaction, disconfirmation and subscriber satisfaction, and perception and disconfirmation. There is a positive but weak relationship between perception and satisfaction; and there are inverse relationships between subscriber perception and system performance and between expectation and disconfirmation. |
