Frugal financial innovations for inclusive finance: the experience with customer care at M-Pesa in Kenya

Q4 Social Sciences

Enterprise Development and Microfinance Pub Date : 2018-09-01 DOI:10.3362/1755-1986.00016

Lukas Wellen, M. P. Dijk

引用次数: 6

Abstract

A well-functioning and inclusive financial sector in developing countries is important for economic development. A mobile payment revolution has been taking place in Africa and allows frugal financial innovations for inclusive finance. This paper looks at the experience of M-Pesa in Kenya and in particular how they deal with customer care. Not enough use is made of the field agents and of customer segmentation (the low-income customers in particular deserve more attention), while customer care and operations can also be improved. Suggestions are made for how to do so and conclusions drawn about the strong points of this potentially frugal financial innovation. M-Pesa is helping people to become ‘financially included’ and tries to learn from customer satisfaction research.

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普惠金融的节俭金融创新：肯尼亚M-Pesa的客户服务体验

发展中国家一个运转良好、包容性强的金融部门对经济发展至关重要。非洲正在发生一场移动支付革命，为普惠金融带来了节俭的金融创新。本文介绍了M-Pesa在肯尼亚的经验，特别是他们如何处理客户服务。没有充分利用现场代理和客户细分（尤其是低收入客户值得更多关注），同时客户关怀和运营也可以得到改善。对如何做到这一点提出了建议，并对这种潜在的节俭金融创新的优点得出了结论。M-Pesa正在帮助人们变得“经济包容”，并试图从客户满意度研究中学习。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Enterprise Development and Microfinance Social Sciences-Development

CiteScore

0.60

自引率

0.00%

发文量

期刊介绍： EDM encourages critical thinking on how market systems can be more inclusive and sustainable, with concrete implications for designing, implementing, and evaluating business support programmes. EDM is essential reading for practitioners, researchers, donors, policymakers, and finance specialists engaged in market-related activities involving poor people in the global South. The coverage includes but is not restricted to: • Financial inclusion (inclusive financial services and products) • Emerging financing models (impact investment, responsible finance, social lending) • Value chain analysis and development • Inclusive business models • Equity (gender, youth, marginalized) in access to financial services and value chains • Political and regulatory framework for SME development and financial services • ICT for business development and financial services • Sustainability standards • Advisory services for SMEs • Impact assessment.