The link between causal attribution and recovery satisfaction in mobile money transaction failures

dc.contributor.author	Malombe, Hamza H.
dc.date.accessioned	2026-05-21T07:17:08Z
dc.date.available	2026-05-21T07:17:08Z
dc.date.issued	2020
dc.identifier.uri	http://repository.mocu.ac.tz/xmlui/handle/123456789/2166
dc.description.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.	en_US
dc.language.iso	en	en_US
dc.publisher	Moshi Co-operative University	en_US
dc.subject	Link	en_US
dc.subject	Causal	en_US
dc.subject	Attribution	en_US
dc.subject	Recovery	en_US
dc.subject	Satisfaction	en_US
dc.subject	Mobile	en_US
dc.subject	Money	en_US
dc.subject	Transaction	en_US
dc.subject	Failures	en_US
dc.title	The link between causal attribution and recovery satisfaction in mobile money transaction failures	en_US
dc.title.alternative	the mediating role of negative emotions	en_US
dc.type	Article	en_US