CHALLENGES IN IMPLEMENTING MOBILE WALLET SERVICE AT WEGAGEN BANK S.C.

Abstract

This thesis delves into Wegagen Bank S.C.'s challenges in rolling out the Hello Cash mobile wallet service in rural Ethiopia. The objective is to understand the factors hindering the use of wegagen hello cash and to propose solutions to overcome these challenges. The methodology involves a mixed-methods approach, quantitative and qualitative approaches. The findings reveal that digital literacy levels significantly impact the acceptance and understanding of mobile wallet technologies. Higher literacy levels are associated with a better comprehension of mobile wallets' benefits and functionalities, to implement targeted educational programs to improve digital literacy, particularly in rural areas where literacy rates are lower and the study identifies technological barriers, such as limited access to smartphones and poor internet connectivity. Based on these findings, the study recommends the development and execution of educational initiatives to enhance digital literacy, including tutorials, and user guides tailored for rural users. Furthermore, mobile wallet interfaces should be designed to be intuitive and user-friendly to accommodate users with varying literacy levels. These measures aim to facilitate the implementation of wegagen hello cash mobile wallet service and promote financial inclusion in rural Ethiopia.