Step 7- ANN (RQ2)
5. DATA ANALYSES AND RESULTS
5.8 Supplementary Questions
5.8.4 Extensions to Current M-pesa Service Offerings
(i) What extension(s) to your current M-pesa service offerings would you like to have in the nearest future?
This question sought to identify additional services required by present users of M-pesa. To analyse this question, all participant responses to the anticipated extensions to M-pesa were extracted using the descriptive- frequency count function in SPSS. Next, simple qualitative analysis techniques were used: thematic analysis. The researcher analysed the data for implicit and explicit ideas, and then created themes based on the ideas. These themes were then used as categories for analysis. Participant responses were grouped into 16 themes, and the number of times identical responses were reported is captured within each theme. Noteworthy, some of the participants misinterpreted this question by noting their grievances with M-pesa. Although grievance notes would prove useful for the advancement of continuance with M-pesa, and will be reported in an independent paper outside this thesis; for this study, the researcher is confined to reporting on responses that addressed the question of anticipated extensions to M-pesa. The responses are presented in table 5.10 below.
Table 5.10 Summary of responses to open-end question on anticipated extensions to extant M-pesa service offerings Themes Reasons extracted from participant
response Number of times Reported
Loans “Loans” 5
“Issue loans”
“Provide interest free loans”
“Take loans”
“Extend loan payment period”
Increase in transfer limit “Increase maximum transfer amount” 5
“Amount of deposit to be increased please”
“Increase the amount of daily transfer limit”
“Increase the money deposit into a high figure”
“M-pesa should increase the maximum transfer amount and savings limit”
Payment of school fees “To pay fees with M-pesa” 2
“To be able to pay institutions (e.g., Universities, Colleges, Schools, etc.)”
International
Remittances “To send pesa abroad”
“use as a visa card for international online shopping”
19
“to be able to send money internationally”
“to be able to send money abroad”
“sending money outside the country”
“send money to other countries”
“Send and receive money from the Diaspora”
“receiving and withdraw cash outside Kenya”
“receive and withdraw pesa when in another country”
“M-pesa should extend their services to almost all countries outside Kenya”
“M-pesa should extend their services across the world”
“It should operate globally”
“It should operate in all African countries”
“International money transfer”
“International transfer from M-pesa users to other users abroad”
“International transaction”
“International money transfer”
“be able to use in east Africa in general”
“extend beyond the shores of Kenya and Tanzania”
Interest based accounts “Come up with another account of saving where your money gains interest” 6
“For m-pesa to invest the money in the account and give interest at some point based on savings”
“Interest earning for amount deposited”
“Introduce interest on sending and receiving money”
“Subscribers to start earning interest on the deposit they make”
“Savings account”
Customised user profiles “customized user profiles to better
security details” 1
Dollar based transactions “Dollar transactions” 1
Loyalty points “Earn loyalty points” 5
“Earn loyalty points based on frequency of use”
“Earn more points after every transaction”
“Give bonuses or discounts for huge transactions”
“Increase the bonga points the more you put money on M-pesa”
Link M-pesa to user
bank accounts “To allow transactions in the various
banking systems” 3
“M-pesa to other bank accounts”
“Enable me deposit funds to my bank account from M-pesa”
24 hour withdrawal
service “Make it a 24 hour system” 3
“Extend operation times into late hours of the night or even 24hours”
“should be open till late”
Voice controlled function “Introduce a voice controlled function in
M-pesa” 1
Biometric technology “Introduce biometric technology” 2
“Use fingerprints instead of Id’s for transactions”
Link phone contacts for
M-pesa transactions “Ability to get phone contacts saved on
phone memory” 4
“Ability to select contacts from phone book instead of having to memorise or write it somewhere”
“Key in recipients number from contact list”
“Move name to M-pesa to avoid instances of sending money to the wrong number”
Near Field
Communication (NFC) service
“NFC services” 1
Tax Payment “Pay my taxes via M-pesa” 1
Transport Payment Payment of bus fare and even airline
fares” 3
“Use M-pesa to pay for bus fare”
“Use M-pesa to pay fare for public transport service vehicles”
Transaction Statements “Statement of transaction” 4
“Statement of account up to three years”
“Automatic business statement after each transaction”
“I would like them to give me statements of my usage of money monthly”
Inter-vendor transactions “To be able to transact with other service provider not just safaricom” 3
“Sending money to other service providers”
“Being able to send money to any subscriber”
Expand Platform for M-
pesa use “Use M-pesa on other devices besides phones”
4
“To have M-pesa on other mobile devices”
“To have M-pesa on other applications apart from phones”
Rollback functionality “Ability to retract money should I buy
airtime mistakenly” 11
“Able to reverse money when one sends to a wrong business number”
“An automated ability to recall or cancel a wrong transaction or to stop/freeze payment”
“Get back money sent to wrong number”
“I would like to see that if they are able to reverse a person’s money if they send to a wrong number and the receiver withdraws the money that is not intended for them”
“In the event of sending money to the wrong person, a measure to ensure refunds”
“Initiate a refund policy”
“Have wrong transaction reversal”
“Refund money when you accidentally buy credit”
“Security if money is sent to wrong recipient”
“A function to return sent money”