Adapting to the Digital Age: Information Management Strategies for Improving Customer Perceptions of Digital Banking in Ghana

Mobile money services are crucial in the financial landscape of Ghana’s economy. Despite Ghana's successful Mobile Money Interoperability (MMI) project, significant disparities exist in digital banking service utilization. Using Design Science Research, this study examines customer hesitancy in digital banking adoption. The TIDE framework was developed by analyzing the information management practices and artifacts of MTN Mobile Money, Banks and reviewing the literature. It comprises three key pillars: Security Management, Customer Education, and Experience Enhancement. This framework aims to instill digital trust, improve service adoption and utilization, and promote financial inclusion and digital literacy. Expert reviews acknowledged its potential to change customer perceptions to drive digital banking adoption while noting implementation challenges related to existing organizational practices and regulation requirements. This study contributes insights into strategic information management, aligning with Ghana's digitization agenda and offering valuable perspectives for emerging economies' digital financial transformation.