The dark side of mobile money: Perspectives from an emerging economy

• DOI: 10.1016/j.techfore.2022.122045
• Publication Date: 2022-09-21T13:12:05Z
• Authors: Emmanuel Mogaji; Nguyen Phong Nguyen
• Keywords: Mobile Payment; Customer engagement; Contingency; Customer to customer

Advancements in money transfer protocols have resulted the growth of financial technology (FinTech) and acceleration digitalisation, yet studies often focused on advantages adopting these without empirically recognising disadvantages that may jeopardise success this innovation. This study aimed to qualitatively examine dark side mobile by engaging with key stakeholders ecosystem Sub-Saharan Africa (SSA). Qualitative data from interviews financially vulnerable customers, agents FinTech developers were analysed thematically. A typology four relationships between – customer–developer, customer–agent, developer–agent developer–regulator was found along issues fraud, security, information privacy emotional connections money. The customer–developer relationship requires effective communication, engagement reassurance. customer–agent assurances customers' is safe not fraud other security threats. training, technical support. Developer–regulator relations should recognise inherent challenges policies regulations uniqueness business operations SSA. Firms must contingency plans place change, which affect their activities.