Attributions, Antecedents and Consequences of Transaction Failures among Mobile Money Users: Establishment of a Conceptual Framework

Mobile money technology has been adopted widely and quickly across the developing world. The rapid pace of adopting mobile money is because it is believed mobile money services increases financial inclusion to underserved, hence, has the potential to achieve the goal of Universal Financial Access (UFA2020) thereby reducing extreme poverty. Despite remarkable growth and importance of mobile money, there are some reported concerns about service failures related to system issues, customer errors and scams. When service incidents occur, customer search for a causal explanation following the service failure incident and draw causal inferences of which shape the way they behave thereafter. This study aims at exploring, understanding, analyzing and summarizing findings of attributions, antecedents and consequences of service failures. Moreover, this study specifically summarizes major findings and discovers gaps which need more attention for further study in mobile money setting. Findings show that, generally, despite the rapid adoption of mobile money services for a decade now, mobile money transaction failure did not get enough attention in academic literature.