Mobile payment services in developing countries. Information, trust, and training: The ingredients for retail agents’ success

Financial services in developing countries are often expensive, leaving many of the poorest citizens without access to bank accounts. However, the growth of mobile payment services have been seen as a way to increase access by allowing individuals to send and receive payments through their phones.

Although there has been much research on the benefits of ‘mobile money’, there has been relatively little academic inquiry into the firms who provide such services and their effectiveness.

This research comprised of two country level surveys of the retail agents involved in selling mobile payment systems in Bangladesh and Tanzania. Its aim was to understand their relationship with the distributors or master agents for whom they sell the service for.

The findings of the research suggest that the performance of retail agents in Bangladesh and Tanzania are strongly affected by the relationship they form with their distributors or master agents, particularly in terms of communication, training, and goals.

The researchers conclude that in order to improve the performance of retail payment agents, it is important to select agents carefully and train them well.