Abstract:
Despite the remarkable growth and impor
tance of mobile money technology, there are reported
concerns about transaction failures. This research study
evaluates customer perception of and response to trans
action failures and recovery in an emerging market con
text. Specifi cally, the study proposes a model to analyze
the direct eff ect of causal attribution of mobile money
transaction failure, employing dimensions of control
lability and stability on recovery satisfaction as well as
indirect eff ects through negative emotions.
Design/methodology/approach – Data were collected
through an online survey using a structured question
naire on 344 mobile money subscribers who experi
enced transaction failures in the past six months.
