Understanding the Bill Payment through Mobile Money in Cameroon: An Analysis Based on Delone and McLean’s Information System Success Model

Mobile money services have grown substantially since 2010 in Cameroon, shove by the ubiquity of mobile phones. This expansion has resulted in a significant increase in bill payment services in Cameroon, including school fees, water and electricity bills, airline tickets, supermarket purchases, and taxi fares, representing approximately 37.84% of the total value of mobile money transactions. In the context of this transition toward a more financially inclusive society and the increasing adoption of electronic money, mobile money has emerged as a key financial instrument, enhancing access to formal financial services and the transition toward a cashless society. This study aims to understand the actual use of mobile money bill payment services in Cameroon based on DeLone and McLean’s information systems model. To achieve this objective, the proposed research model was empirically tested and validated using Partial Least Squares Structural Equation Modeling (PLS-SEM) with survey data collected from 350 Cameroonian households. The results indicate that intention to use is a key antecedent of actual usage, while user satisfaction mediates the relationships among service quality, information quality, system quality, trust, and intention to use mobile money bill payment services. Information quality and trust emerge as the most influential determinants of both satisfaction and intention to use. The study provides theoretical contributions by extending the IS success model to the mobile money context and managerial implications for mobile money providers and policymakers seeking to enhance bill payment usage in developing economies particularly in the security measures that guarantee the successful completion of transactions.