A study on the assessment of the performance of agents of mobile money operators in Tanzania: “A survey of women agents at Ilala Dar es salaam
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Mzumbe University
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A Dissertation submitted in partial fulfilment of the requirements for the award of
the degree of Master of Business Administration in Corporate Management
(MBA –CM) of Mzumbe University
This study intended to assess the performance of agents of mobile money in Tanzania. A survey of women agents at Ilala District. Specific objectives were to: identify financial services offered by women agents of mobile money at Kariakoo area, examine the characteristics of women agents of mobile money at Kariakoo area, assessing success factors of women agents and identify the challenges faced by women agents of mobile money, who are conducting the business at Kariakoo area. The researcher collected data from 100 respondents’ through interview, questionnaires and documentary review. Results showed the financial services offered by women agents of mobile money at Kariakoo area are cash deposit, cash withdraw, bills payments and cash transfers. Whereby cash withdraw was mentioned by 38% of respondents who were asked during the interview section, cash deposits was mentioned by 28% of respondents and Bill payments service was mentioned by 14% of respondents. Also, the result showed that, 88% of the women agents are below 50 years old, 61% were single followed by 34% had married. The participants’ characteristics indicate that 72% were females while 28% were males. Another finding from field indicated that, there are success factors of women agents of mobile money that are helping them in a high performance of mobile money services. Among of those factors including building trust in service and have an effective working relationship with MNOs and customers. Also, study revealed that, there are challenges faced by mobile money agents at Ilala area such as online theft, tax burden, failure of networks and long procedures for acquires code numbers for new mobile money agents. It concludes that there should be more efforts to remove all challenges for the better performance of mobile money in the country. It is recommended that, there should be more efforts to allow more mobile money agents to operate in rural areas where bank services are so scarcity as well as Tanzania should adopted as many as possible tax payments through the mobile money, this increased the capacity of people to pay their tax through mobile money to the banks.
This study intended to assess the performance of agents of mobile money in Tanzania. A survey of women agents at Ilala District. Specific objectives were to: identify financial services offered by women agents of mobile money at Kariakoo area, examine the characteristics of women agents of mobile money at Kariakoo area, assessing success factors of women agents and identify the challenges faced by women agents of mobile money, who are conducting the business at Kariakoo area. The researcher collected data from 100 respondents’ through interview, questionnaires and documentary review. Results showed the financial services offered by women agents of mobile money at Kariakoo area are cash deposit, cash withdraw, bills payments and cash transfers. Whereby cash withdraw was mentioned by 38% of respondents who were asked during the interview section, cash deposits was mentioned by 28% of respondents and Bill payments service was mentioned by 14% of respondents. Also, the result showed that, 88% of the women agents are below 50 years old, 61% were single followed by 34% had married. The participants’ characteristics indicate that 72% were females while 28% were males. Another finding from field indicated that, there are success factors of women agents of mobile money that are helping them in a high performance of mobile money services. Among of those factors including building trust in service and have an effective working relationship with MNOs and customers. Also, study revealed that, there are challenges faced by mobile money agents at Ilala area such as online theft, tax burden, failure of networks and long procedures for acquires code numbers for new mobile money agents. It concludes that there should be more efforts to remove all challenges for the better performance of mobile money in the country. It is recommended that, there should be more efforts to allow more mobile money agents to operate in rural areas where bank services are so scarcity as well as Tanzania should adopted as many as possible tax payments through the mobile money, this increased the capacity of people to pay their tax through mobile money to the banks.
Keywords
Performance of agents of mobile money in Tanzania, Women agents at Ilala District, Financial services, Mobile money at Kariakoo area