Impact of mobile banking risks on financial inclusiveness: an Mpesa study

Abstract

Mobile banking has been considered to be one of the most value-added and important mobile services currently available. Considering the fact that the penetration of this technology is undefined well, particularly in developing country, this study sought find out the influence of perceived mobile banking risks on the benefits derived from usage. The research did an empirical study in Nairobi investigating the impacts of risks on mobile banking and the influence it possess to financial inclusion and sought to find out the risks m-banking users are exposed to. Data was collected from 357 respondents and the findings identified some eminent risks transactions; withdrawal via ATM, high value cash deposits/ withdrawals and customer to customer transactions. The study found out that there is a direct relationship between risks and the impacts on financial inclusion. The uptake of Mpesa, agent‟s growth and turnover of funds were growing on a steady state since the service started. The uptake of mobile phones in Kenya has been unprecedented. The most significance is rapid absorption of mobile based banking services. This trend of continued reliance on mobile devices to execute monetary transactions is steadily gaining momentum. In an effort to gauge the implications of these mobile phone phenomena, this study set out to bring to light the critical risks and impacts arising from the emergent mobile technology innovations on financial inclusion. Two risks were identified; fraudulent calls and fake text messages. This paper is structured to offer insights into the current state of mobile phone banking service as well as a review of emerging risks and impacts on financial inclusion. Illuminative cases are also featured to drive home the fundamental paradigms of concern in this study. The paper is based on a study conducted on existing mobile banking service- mpesa in Kenya. The study cited security measures to safeguard customer as strict adherence to safaricom vetting procedures on transacting and educating customers on keeping the mpesa pin confidential.