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VOL. 6, ISSUE 3 (2024)
Perception of mobile money agents towards a cashless society and financial inclusion, a case of Lusaka, Zambia
Authors
Choongo Mulungu, Witinala Banda, Namakau Mukelabai
Abstract
The advent of digital platforms and new technologies has created a
fresh outlook for technology-mediated payment transactions and multichannel
financial services delivery. While mobile money agents depend on hard cash for
their business, these technological advancements suggest that in the near
future, this kind of business would be irrelevant. This study sought to
understand the perceptions of mobile money agents towards a cashless society
and financial inclusion. The study used mixed methods adopting the exploratory
sequential design to collect and analyze data from 308 mobile money agents in
Lusaka, Zambia. Data collection involved in-depth interviews and a
self-administered questionnaire. The study found that the concept of a cashless
society was not adequately understood by the mobile money agents. Challenges
encountered include lack of operating space, low commission they get from
telecommunication companies (TCCs), lack of an established linkage between
agents and TCCs, and loss of money through scammers. The study found that the
idea of a cashless society was far-fetched from Zambia adding that it would
exclude people with network challenges. We recommend contacts between TCCs and
Agents through which literacy sensitization programs targeted at mobile money
agents for them to be previewed to trends in their business to enable them plan
for the future can be actualized.
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Pages:34-39
How to cite this article:
Choongo Mulungu, Witinala Banda, Namakau Mukelabai "Perception of mobile money agents towards a cashless society and financial inclusion, a case of Lusaka, Zambia". International Journal of Educational Research and Development, Vol 6, Issue 3, 2024, Pages 34-39
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