The purpose of this article is to identify the factors determining the satisfaction of the users of Mobile money. To do this, we used the triangular approach to collect as much information as possible and to improve the reliability and validity of our results. Thus, we conducted thirty semi-structured interviews and two hundred and thirty questionnaires. The results reveal the positive and statistically significant impact of speed, cost, mobiquity, perceived usefulness, safety and social influence, as well as the negative impact of interoperability, network quality and age.
| [1] | Chen, S. C. (2012). To use or not to use: understanding the factors affecting continuance intention of mobile banking, International Journal of Mobile Communications, 10, 5, 490-507.View Article |
| [2] | Morawczynski, O. & Miscione G. (2008). Examining trust in mobile money transactions. The case of M-Pesa in Kenya. In Social dimension of information and communication technology policy, Springer, 287-298.View Article |
| [3] | Hossain, M. & Hossain, Y. (2015). Mobile banking and customer satisfaction: the case of Dhaka City, World Review of Business Research, Vol 5, N° 3, September Issue, 108-120. |
| [4] | Davis F.D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology, MIS Quarterly, 13(3), 319-339.View Article |
| [5] | Schierz, P.G. & Al. (2010). Understanding consumer acceptance of mobile payment services: An empirical analysis, Electronic Commerce Research and Applications, 9, 209-216.View Article |
| [6] | Yang, S. & Al. (2012). Mobile payment services adoption across time: An empirical study of the effects of behavioral beliefs, social influences, and personal traits, Computers in Human Behavior 28, 129-142.View Article |
| [7] | Lim, N. (2003). Consumers perceived risk: sources versus consequences, Electronic Commerce Research and Applications, 216-228.View Article |
| [8] | Laforet, S. & Li, X. (2005). Consumer attitudes towards online and mobile banking in China, International Journal of Bank Marketing, Vol 23, Issue 5, 362-380.View Article |
| [9] | Howcroft, B. & Al. (2002). Consumer attitudes and the usage and adoption of home-based banking in the United Kingdom, International Journal of Bank Marketing, Vol 20, Issue 3, 111-121.View Article |
| [10] | Lu, J. & Al. (2005). Personal Innovativeness, Social Influences and Adoption of Wireless Internet Services via Mobile Technology, The Journal of Strategic Information Systems, 14, 3, 245-268.View Article |
| [11] | Zhou, T. (2013). An empirical examination of continuance intention of mobile payment services, Decision Support Systems, 54, 1085-1091.View Article |
| [12] | Miranda, S. (2011). Systèmes d’information mobiquitaires. La mobiquité. Introduction: de l’utilisateur au nuage, Ingénierie des systèmes d’information, Vol.16 N°4, 7-13. |
| [13] | Ondrus, J. Pigneur Y. (2007). An Assessment of NFC for Future Mobile Payment systems, Proceeding of the International Conference on the Management of Mobile Business.View Article |
| [14] | Fishbein, M.A. et Ajzen, I. (1975). Belief, attitude, intention and behaviour: an introduction to theory and research, Reading, MA, Addison Wesley. |
| [15] | Al-Majali & Al, (2011). Modelling the antecedents of Internet banking service adoption (IBSA) in Jordan: a Structural Equation Modeling (SEM) approach, Journal of Internet Banking & Commerce, Vol 16, Issue 1, 1-15. |
| [16] | Ajzen, I. (1985). From intention to action: a theory of planned behavior, In J. Kuhl J. Beckmann (Eds), Action control: from cognition to behavior, New York: Springer-Verlag. |
| [17] | Rogers, E.M. (1995). Diffusion of innovations, 4ème édition. New York, Free Press. |
| [18] | Brown, I. & Al (2003). Cell phone banking: predictors of adoption in South Africa – an exploratory study, International Journal of Information Management, 1, 23, 381-394.View Article |
| [19] | Davis, F. D. & Al. (1989). User Acceptance of Computer-Technology: a Comparison of Two Theoretical-Models, Management Science, Vol 35, Issue 8, 982-1003.View Article |
| [20] | Luarn, P. & Lin, H.H. (2005). Toward an understanding of the behavioral intention to use mobile banking, Computers in Human Behavior, Vol. 21, 873-891.View Article |
| [21] | Amin, H. & Al. (2008). The Adoption of Mobile Banking in Malaysia: The Case of Bank Islam Malaysia Berhad , International Journal of Business and Society, Vol 9, N °2, 43-53. |
| [22] | Hasnaoui A. & Lentz F. M. (2011). Proposition d’un modèle d’analyse des déterminants de l’adoption et de l’usage des systèmes de paiement électronique B 2 C, Revue Management & Avenir, Vol 5, 45, 223-237.View Article |
| [23] | Riquelme, H. & Rios, R. E. (2010). The Moderating Effect of Gender in the Adoption ofMobile Banking, International Journal of Bank Marketing, Vol 28, N°5, 328-341.View Article |
| [24] | Puschel, J. & Al. (2010). Mobile Banking: Proposition of an Integrated Adoption Intention Framework, International Journal of Bank Marketing, Vol 28, N°5, 389-409.View Article |
| [25] | Koening- Lewis & Al. (2010). Predicting Young Consumers’ Take up of Mobile Banking Services, International Journal of Banking Marketing, 28, 5, 410- 432.View Article |
| [26] | Kim, G. & Al. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking, Information Systems Journal, Vol 19, N°3, 283-311.View Article |
| [27] | Sripalawat, J. & Al. (2011). M-banking in metropolitan Bangkok and a comparison with other countries, The Journal of Computer Information Systems, Vol 51, N°3, 67-76. |
| [28] | Crabbe, M. & Al. (2009). An Adoption Model for Mobile Banking in Ghana, International Journal of Mobile Communications,7, 5, 515-543.View Article |
| [29] | Wessels, L. & Drennan, J. (2010). An investigation of consumer acceptance of M-banking, International Journal of Bank Marketing, Vol 28, N°7, 547-568.View Article |
| [30] | Dasgupta, S. & Al. (2011). Factors affecting behavioral intentions towards mobile banking usage: Empirical evidence from India, Romanian Journal of Marketing, Vol 3, N°1, p. 6-28. |
| [31] | Venkatesh, V. & Al. (2003). User acceptance of information technology: toward a unified view, MIS Quarterly, 27, 3, 425-478.View Article |
| [32] | Samudra, M.S. & Phadtare, M. (2012), Factors Influencing the Adoption of Mobile Banking with Special Reference to Pune City , ASCI Journal of Management, vol°42, n°1, 51- 65. |
| [33] | Carlsson, C. & Al. (2006). Adoption of Mobile Devices/ Services-Searching for Answers with the UTAUT, In Proceedings of the 39th Hawaii international conference on system sciences. |
| [34] | Park, J. & Al. (2007). Adoption of Mobile Technologies for Chinese Consumers, Journal of Electronic Commerce Research, Vol 8, N°3, 196-206. |
| [35] | Tan, K.S. & Al. (2010). An evaluation of e-banking and mbanking adoption factors and preference in Malaysia: A case study, International Journal of Mobile Communications, Vol 8, N°5, 507-527.View Article |
| [36] | Martins, C. & Al. (2013). Understanding the Internet Banking Adoption: A Unified Theory of Acceptance and Use of Technology and Perceived Risk Application, International Journal of Information Management, Vol 34, N°1, 1-13. |
| [37] | Chong, A.Y.L. (2013). Predicting m-commerce adoption determinants: A neural network approach, Expert Systems with Applications, Vol 40, 523-530.View Article |
| [38] | Min, Q. & Al. (2008). Mobile Commerce User Acceptance Study in China: A Revised UTAUT Model, Tsinghua Science and Technology, Vol°13, N°3, 257-26.View Article |
| [39] | Yu, C.S. (2012). Factors Affecting Individuals to Adopt Mobile Banking: Empirical Evidence from the UTAUT Model, Journal of Electronic Commerce Research, Vol 13, N°2, 104-121. |
| [40] | Bhattacherjee, A. (2001). Understanding information systems continuance: an expectation confirmation model, MIS Quarterly, vol°25, N°3, 351-370. |
| [41] | Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions, Journal of Marketing Research, vol. 17, 460-469.View Article |
| [42] | Kano, N. & Al. (1984). Attractive quality and must bequality, Hinshitsu: The journal of Japanese Society for Quality Control, April, 39-48. |
| [43] | Parasuraman A. & Al. (1985). A conceptual model of service quality and its implication for future research, Journal of Marketing (Fall), 41-50.View Article |
| [44] | Llosa S. (1997). Analyse de la contribution du service à la satisfaction: un modèle Tétraclasse, Décisions Marketing, 10, 81-88. |
| [45] | Jick, X. & Todd, D. (1979). Mixing qualitative and quantitative methods: triangulation in action, Administrative Science Quarterly, Vol 24, N° 4, 602-611.View Article |
