Pathways to improving financial inclusion through mobile money: a fuzzy set qualitative comparative analysis

Purpose: The purpose of this study is to investigate and explain pathways through which mobile money can improve financial inclusion. Design/methodology/approach: The study used 294 survey responses from mobile money users in Ghana. The data were analysed using fuzzy set qualitative comparative analysis (fsQCA). Findings: The findings reveal four pathways for improving financial inclusion through mobile money. In addition, the study identified three distinct user topologies as well as their associated pathways through which mobile money can be used to improve financial inclusion. Practical implications: Managers and financial service organisations need to design products and services to align with different pathways and user topologies to improve financial inclusion through mobile money. Moreover, they need to take into account people’s diverse social and economic backgrounds. Originality/value: The study makes theoretical and empirical contributions by unpacking pathways through which mobile money can improve financial inclusion. In addition, this study reveals three distinct user topologies, being ease-of-use, behavioural intention and coverage-price-service driven and associated pathways through which mobile money can improve financial inclusion. These pathways and user topologies are important to tailor mobile money services and financial inclusion policies. Lastly, this study is arguably the first to utilise the unified theory of acceptance and use of technology (UTAUT) in fsQCA to extend the mobile money literature.