An Investigation of Mobile Phone Banking Adoption Among the Informal Sector in Kenya: Case Study of Nairobi City

Abstract

Mobile banking services in Kenya have achieved substantial growth since inception in March 2007 when MPESA service was introduced by the leading mobile phone service provider Safaricom. All the three other mobile phone service providers have since introduced the Mbanking concept and have seen massive growth eating into the conventional banking business. The study's main objectives was to determine the extent of adoption of the mobile phone banking technology, factors influencing the adoption and to determine the challenges facing the Mobile Phone Banking in Kenya. The study which was carried out as a case study of Nairobi CBD adopted descriptive survey research design targeting business persons in the informal sector in Nairobi city CBD. Random sampling technique was used to identify the respondents to the study where a total of 100 respondents were targeted. Questionnaire was the main instruments for data collection which were then analyzed with the assistance of Statistical Software for Social Scientists (SPSS). Eighty four (84) filled questionnaires were returned for data analysis. The study revealed that mobile phone banking services dominate the money transfer service industry. In a five point rating, the M-banking indicated a rating of 90% as compared to the others which include; Commercial banks (67%), Postal money transfer services (44%) hand delivery (54%) and internet banking at 25%. The main reason given for the adoption of the M-banking was the technological advancement and the accessibility. Most respondents' interview viewed the adoption of the M-banking to be riding on the accessibility of the service (25%). Others attributes considered beneficial to the adoption includes; ease to learn and use (13%), service publicity (12%), Improved technology (13%) and the ability to use the service to pay bills (11%) among others. The respondents identified various challenges which were considered to hinder the adaptation of the M-banking concept to include; fraud and illegal transactions (35%), Delays in network (21%), lack of enough float at the agents outlets (18%).The researcher, following the conclusion of the study had various recommendations to make. Most prominent of these include; the need for mobile phone service providers to boost their capacities to reach more people who may need the M-banking services especially in the informal sector, delays should be eradicated to allow for efficiency and effectiveness and establishment of more secure outlets. Others recommendations were that there is need for more surveillance and monitoring for fraud.