Examining trust in mobile banking transactions: The case of M-PESA in Kenya

  • Olga Morawczynski
  • Gianluca Miscione
Part of the IFIP International Federation for Information Processing book series (IFIPAICT, volume 282)

This chapter examines how trust can emerge and be sustained in the context of mobile transactions. It focuses on M-PESA, a mobile banking system in Kenya, using data from an ethnographic study that was deployed in Kibera—one of Africa’s largest slums. We present research in progress and discuss two main findings. Firstly, interpersonal trust relations between the customers and agents are weak. Customers do not trust the agents with their money. Secondly, the institutional trust relations between the customer and Safaricom, the mobile service provider offering M-PESA, are strong. This means that customers use the M-PESA service because they believe that their money will be kept safe by Safaricom. After providing empirical evidence to substantiate these claims, this study concludes by suggesting questions for future research.

Keywords: Mobile banking, M-PESA, trust, Kibera.


Mobile Phone Interpersonal Trust Institutional Trust Trust Relation Mobile Banking 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

Copyright information

© International Federation for Information Processin 2008

Authors and Affiliations

  • Olga Morawczynski
    • 1
  • Gianluca Miscione
    • 2
  1. 1.University of EdinburghUK
  2. 2.University of OsloNorway

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