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Digital resilience and continued use of mobile payment services in a developing economy
Thesis (PhD)--Stellenbosch University, 2025.
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Stellenbosch : Stellenbosch University
2025
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| _version_ | 1867614121220898816 |
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| access_status_str | Open Access |
| author | Alhassan, Muftawu Dzang |
| author2 | De Klerk, Mias |
| author_browse | Alhassan, Muftawu Dzang De Klerk, Mias |
| author_facet | De Klerk, Mias Alhassan, Muftawu Dzang |
| author_sort | Alhassan, Muftawu Dzang |
| collection | Thesis |
| dc_rights_str_mv | Stellenbosch University |
| description |
Thesis (PhD)--Stellenbosch University, 2025. |
| format | Thesis |
| id | oai:scholar.sun.ac.za:10019.1/132042 |
| institution | Stellenbosch University (South Africa) |
| last_indexed | 2026-06-10T12:47:00.249Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from SUNScholar — Stellenbosch University Repository |
| publishDate | 2025 |
| publishDateRange | 2025 |
| publishDateSort | 2025 |
| publisher | Stellenbosch : Stellenbosch University |
| publisherStr | Stellenbosch : Stellenbosch University |
| record_format | dspace |
| source_str | SUNScholar — Stellenbosch University Repository |
| spelling | oai:scholar.sun.ac.za:10019.1/132042 Digital resilience and continued use of mobile payment services in a developing economy Alhassan, Muftawu Dzang De Klerk, Mias Stellenbosch University. Faculty of Economic and Management Sciences. University of Stellenbosch Business School. Mobile commerce -- Africa, Sub-Saharan Electronic funds transfers -- Africa, Sub-Saharan Organizational resilience -- Africa, Sub-Saharan UCTD Thesis (PhD)--Stellenbosch University, 2025. Alhassan, M. D. 2025. Digital resilience and continued use of mobile payment services in a developing economy. Unpublished doctoral dissertation. Stellenbosch: Stellenbosch Univeristy [online]. Available: https://scholar.sun.ac.za/items/f116e241-1ef0-4d66-a5d4-d358a7283274 ENGLISH SUMMARY: In developing economies, particularly in sub-Saharan Africa, the use of mobile phones for financial transactions has been increasing. These transactions can be done with smartphones or feature phones using SMS payments, also known as mobile money services. While mobile money services offer convenience, there is a growing issue of mobile payment fraud, resulting in subscribers losing funds stored in their mobile payment wallets. Although there is some empirical knowledge about how users can protect their funds and information from fraudsters, there is limited empirical evidence on why users continue to use mobile payment services after experiencing fraud, particularly in African developing economies. This study aimed to investigate the role of digital resilience in users' continued use of mobile payment services in Ghana, as a representative example of a developing economy. The main objective was to identify the antecedents of digital resilience by concentrating on the factors that promote users' continued use of mobile payment services after fraud and use the antecedents to develop a new measurement scale for users' digital resilience in the face of mobile payment fraud experiences in developing economies. The study utilised the socio-ecological resilience framework and exploratory sequential mixed method to identify the factors that contribute to digital resilience and to develop a scale for measuring individuals' digital resilience in the face of digital adversities such as online fraud. In the first phase of the research, a systematic review was conducted to identify the factors that promote individual digital resilience to online victimisation. Thematic analysis of the systematic review articles using ATLAS.ti revealed six factors that promote individual digital resilience to digital adversities: personal competence, social competence, acceptance of self and life, positive emotions, structured style, and social resources. The second phase involved semi-structured interviews with 31 individuals who had experienced mobile payment fraud. Thematic analysis of the interview data identified eight factors that influenced users' continued use of mobile payment services after experiencing fraud: personal competence, social competence, acceptance of self and life, positive emotions, satisfaction with service provider support, social resources, perceived utility, and trust in government policies. The third stage of the research included a synthesis of systematic review and semi-structured interview findings to arrive at a comprehensive set of digital resilience dimensions for developing a new digital resilience scale. The synthesis of systematic review and semi-structured interview findings revealed nine digital resilience dimensions, including personal competence, social competence, acceptance of self and life, positive emotions, satisfaction with service provider support, social resources, perceived utility, and trust in government policies. The measurement items for the dimensions of personal competence, social competence, acceptance of self and life, positive emotions, structured style, and social resources were adapted from previously validated scales from the literature. New items were developed for the dimensions of satisfaction with service provider support, social resources, perceived utility, and trust in government policies, given that no scales exist in the literature for these dimensions. Initially, 61 measurement items were developed to measure the nine digital resilience dimensions. Acceptance of self and life, personal competence, structured style, positive emotions, service provider support, perceived utility, and government policies were each measured by seven items. Social resources and social competence were each measured by six items. The proposed digital resilience scale was sent to 10 experts in the fields of information systems, psychology, human resources, and mobile money services to assess its face and content validity. The experts' feedback was incorporated into the research scale, and it was administered to a sample of 280 users of mobile payment services in Ghana to empirically assess the scale's reliability and validity. Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) were utilised to assess the reliability and validity of the scale, with the help of SPSS and SmartPLS4 respectively. Results from the EFA showed that the measurement items best explained six dimensions. Specifically, the items measuring personal competence and structured style loaded on one dimension. Similarly, the measurement items for trust in government policies and satisfaction in service provider support loaded on one dimension. Also, social resources and social competence had their measurement items loading on one dimension. Confirmatory factor analysis confirmed the six-dimensional structure as revealed by the EFA. The six-dimension scale, including 40 measurement items, showed a better model fit and was found to be reliable and valid for future research purposes. With regard to the conceptualisation of digital resilience, this research sufficiently contributes to the existing understanding of digital resilience by providing a different perspective that specifically relates to mobile payment fraud. As far as could be established, no research has explored how individuals build their digital resilience to online fraud as a technological stressor. Thus, this study provides empirical evidence to show that the previous conceptualisation of digital resilience as mainly relating to online adversities such as online bullying, sexting, and exposure to inappropriate or user-generated content may be limited in scope and not provide an overall understanding of the concept of digital resilience. This current study indicates that in developing economies such as Ghana, digital resilience may not be limited to online adversities including online bullying and sexting, but also how individuals recover from online fraud experiences to decrease the negative impact of financial losses on their trust and continued reliance on digital technologies. Also, this study developed a measurement scale to effectively measure users' digital resilience to technological adversities including online fraud. As far as could be established, no measurement scale existed in the literature to measure users' digital resilience to online fraud experiences. Therefore, by developing and empirically validating a measurement scale to measure users' digital resilience, this study provides a unique operationalisation of digital resilience with measurement items that can reliably capture the dimensions of digital resilience. Furthermore, the measurement scale may be adapted by future studies to examine individual digital resilience to various technological stressors in both developed and developing economies. AFRIKAANSE OPSOMMING: Geen opsomming beskikbaar. Doctoral 2025-05-20T14:04:33Z 2025-05-20T14:04:33Z 2025-03 Thesis https://scholar.sun.ac.za/handle/10019.1/132042 Stellenbosch University xix, 287 pages : illustrations, includes annexures application/pdf Stellenbosch : Stellenbosch University |
| spellingShingle | Mobile commerce -- Africa, Sub-Saharan Electronic funds transfers -- Africa, Sub-Saharan Organizational resilience -- Africa, Sub-Saharan UCTD Alhassan, Muftawu Dzang Digital resilience and continued use of mobile payment services in a developing economy |
| title | Digital resilience and continued use of mobile payment services in a developing economy |
| title_full | Digital resilience and continued use of mobile payment services in a developing economy |
| title_fullStr | Digital resilience and continued use of mobile payment services in a developing economy |
| title_full_unstemmed | Digital resilience and continued use of mobile payment services in a developing economy |
| title_short | Digital resilience and continued use of mobile payment services in a developing economy |
| title_sort | digital resilience and continued use of mobile payment services in a developing economy |
| topic | Mobile commerce -- Africa, Sub-Saharan Electronic funds transfers -- Africa, Sub-Saharan Organizational resilience -- Africa, Sub-Saharan UCTD |
| url | https://scholar.sun.ac.za/handle/10019.1/132042 |
| work_keys_str_mv | AT alhassanmuftawudzang digitalresilienceandcontinueduseofmobilepaymentservicesinadevelopingeconomy |