Constraints to Effective Service Provision by Safaricom M-Pesa Agents in Nyeri Town, Kenya

Abstract

Purpose: The study aimed at establishing the challenges M-PESA agents face during service provision. The objectives of the study were: to examine the cash float fluctuation challenges that the M-PESA agents face; to assess the legal and regulatory challenges that the M-PESA agents face; to investigate the internal management challenges the M-PESA agents face; and to  evaluate the security related challenges that the M-PESA agents face. The study was conducted in Nyeri Town since its located centrally in Kenya and its population is largely composed of the rural Kenyan population; thus the research finding can be inferred to represent a Kenyan case. Primary information was obtained from the actual findings of the study; but secondary data was collected from related past studies, journals, websites and articles with relevant information on the research problem. Methods: The study was a descriptive survey conducted through the use of questionnaires and interview guides. Data collected was analyzed and presented through the use of statistical tools like graphs, pie-charts, frequency distribution tables and measures of central tendencies like mean, median and standard deviation.Results: The findings show that security related challenges was the most common challenge, closely followed by cash float related challenges; internal management challenges were the 3^rd most common challenge; and the least common was legal and regulatory challenges. The study also brought out other challenges that affected the agents in service provision to include: lack of motivation, illiteracy of customers and lack of respect for the agents. The study made recommendations for the possible solutions to these challenges.

Keywords: Safaricom agents, M-Pesa, Millennium Development Goals