Evaluating the acceptance and usability of Kiswahili localized mobile phone app in Kenya: a case of m-pesa app

Abstract

This study aimed at evaluating the acceptance and usability of Kiswahili localized mobile phone app in Kenya: A case of M-Pesa app. The study was carried out in Nairobi County of Kenya. The study used mixed research design method. Specifically, concurrent mixed method was utilised. This is a research method that involves the separate collection and analysis of qualitative and quantitative data and then integrating them at interpretation stage. Quantitative data was collected using a survey questionnaire. Out of the 30 questionnaires that were to be administered, only 23 responses were received, which were then analyzed by SPSS software version 20. Three In-depth-depth interviews with app translators were conducted using an in-depth interview guide and then thematically analyzed. The study found out that generally, the level of acceptance and usability of Kiswahili language menu of M-Pesa app was low. This was attributed to lack of awareness about the existence of the Kiswahili language menu on the M-Pesa app, use of hard and unfamiliar terms in the Kiswahili menu, and the negative attitude that the public have towards the Kiswahili language. In conclusion, the researcher suggests that the Kiswahili menu would be accepted and used if the message is clear, easily understood, uses common or familiar terms, if single terms are consistently translated, and is functionally suitable in the culture of the target text. Consequently, enough awareness should be created to dispel the public negativity towards Kiswahili language.