Identifying the Challenges Associated with the Orange Money Services for Issam Students at Njala University, Sierra Leone-West Africa

Abstract

The study’s primary focus was identifying the challenges associated with the Orange Money services among ISSAM students at Njala University, Bo Campus, Towama Location. The research area is the Institute of Social Studies, Administration, and Management (ISSAM), anchored in the School of Social Sciences and Law at Njala University, Bo Campus. The study espoused a random sampling selection technique and sampled 72 respondents from the target population of six-hundred (600), including every department and academic level in the selection process, and 72 questionnaires administered were filled out and returned, accompanied by a semi-structured interview guide for analysis using a four-point Likert scale (Likert, 1932). A mixed-method approach was employed, with results analyzed and discussed through qualitative and quantitative methods. The key findings of the research paper include: (86.3%) of the respondents are female; (98.6%) of the respondents have active Orange Money accounts, while few do not have android phones to access internet services; (56.9%) positively agreed that they encountered enormous challenges with Orange Money Platform; (84.7%) disclosed that there are few agents and points of service at Njala University; (84.7%) indicated transaction failures; (93.1%) indicated high transaction costs; (50%) reported poor customer service; (70.8%) reported security threats; and (84.7%) of the majority of the respondents frequently experienced network problems. The key findings were presented in tables and analyzed into frequencies and simple percentages to describe the different characteristics of respondents using Kobo Collect, Excel, and version 29 of SPSS. The study concludes that Orange Money faces enormous challenges and that its impact on the platform's success should not be overlooked, as frequent system breakdowns affect customer service delivery. However, Orange Money is considered the fastest means of cash transactions for ISSAM students at Njala University. Finally, the research paper recommends that Orange Company in Sierra Leone implement financial literacy programs, organize public lectures for university students, facilitate frequent radio discussions for the wider populace, assist with Android phones for digital financial literacy services, and adjust the extra charges and GST (Goods and Services Tax) for the Orange Money Platform.

Keywords: Orange Money, Challenges, Platform, Service, Students, University

Acronym:     Institute of Social Studies, Administration and Management (ISSAM), Njala University

DOI: 10.7176/RJFA/16-1-02

Publication date: January 30th 2025