Abstract
Mobile money is an electronic wallet service that allows users to store, send, and receive money. Safe and easy electronic payments make mobile money a popular alternative to bank accounts. Despite the convenient services offered to users, the adoption of mobile money is still low. Due to that, the objective of this study is to assess the perceptions of users on mobile money services as a convenient payment alternative. This study adapted the intra-organizational knowledge transfer (KT) model to understand how users perceive mobile money services. This model has been chosen because it is well accepted and recognized among the researchers. Szulanski's intra-organizational KT model consists of four stages, namely initiation, implementation, ramp-up, and integration. This study adopted interpretive structural modeling (ISM) as the methodology. ISM is a well-established methodology for identifying relationships among specific items, which define a problem or an issue. This approach has been increasingly used by various researchers to represent the interrelationships among various elements related to the issue. The data were collected using the survey. The surveys were randomly distributed via e-mail to users in Malaysia. 481 responses answered the survey. On average 69% of the respondents know about mobile money and 31% of the respondents do not know about it. Having said that, 77% of the respondents have heard of mobile money services whereby only 23% have not heard about it. These results show that around 8% of the respondents heard of mobile money services but they do not find out what it means.
Highlights
The management of knowledge, that generated by the organization, is increasingly important, as nations face the challenges of the knowledge economy [4]
The website, provides both opportunities and challenges to the organization that provides mobile money services - not merely to mount a website able to deliver knowledge resources, but to ensure that the website delivers in a form that addresses user needs; facilitates the transfer of requisite knowledge and provide users with what might be termed a “self-service” technology that facilitates the relationship between the organization and website users, by allowing users to address their knowledge needs without a requirement for the organizations’ agent intervention [34]
The website, provides opportunities to the mobile money services providers to offer information and services online to users and provides challenges to the organizations to ensure that the website delivers in a form that addresses user needs and facilitates the transfer of requisite knowledge
Summary
The management of knowledge, that generated by the organization, is increasingly important, as nations face the challenges of the knowledge economy [4]. The website, provides opportunities to the mobile money services providers to offer information and services online to users and provides challenges to the organizations to ensure that the website delivers in a form that addresses user needs and facilitates the transfer of requisite knowledge. The website is expected to provide users with what might be termed a "self-service" technology that facilitates the relationship between the organizations and website users, by allowing users to address their knowledge needs with a minimal requirement for the organizations' agent intervention. Due to these reasons, this study focuses on mobile money services in Malaysia as a case study. This study eventually will assist the providers who provide the mobile money services to further improve their content of the websites so that the knowledge is successfully transferred to users
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