Survey Instrument Administration

The proliferation of M-pesa in Kenya enables this study to lend itself to the selection of an intercept (face-to-face) method as a survey administration protocol. This technique is reported to be a cost-effective, personal interviewing method that ensures high quality accurate data in a timely manner (Bush, & Hair, 1985). In employing an intercept protocol, the researcher trained 10 assistants to aid in the administration of surveys to target participants.

Questionnaires were distributed to individuals in communities⁴⁸ within Nairobi, Kenya. The researcher adopted a data collection technique similar to the mall intercept face-to-face, ⁴⁹ which this study terms the agent intercept. The employment of the agent intercept was considered because it fits within the framework of systematic sampling; the sampling technique selected for this study. This approach entailed that the researcher and his assistants stood in communities that had M-pesa agent stores and approached individuals on departure from the stores. The agent intercept was an appropriate method for the data collection from M-pesa users’ because it enabled a favourable probability for intercepting key informants (user of M-pesa) within its proximity. In essence, communities that M-pesa agents operated were likely vicinities to find users of M-pesa;

the sought respondents to the study’s questionnaire. To select data collection points (agent location); the researcher downloaded a list⁵⁰ from safaricom’s website containing locations of M- pesa agent stores within Nairobi. This download from safaricom’s website was an 84 page list, with about 58 names and locations of agents on each page. To fit the selection process of agents within the framework of a systematic sampling, the researcher and his assistants each identified a familiar community on this list. For each community, the M-pesa agents on the list were assigned a number, and each assigned number was written on a piece of paper, rolled up, put in a ballot box, and joggled to ensure no hidden number of ordering. Thereafter, the researcher and his assistants, each picked a piece of paper from the box, revealed the number, and mapped it to the agent listing of their respective community. The selection of M-pesa agents via the ballot process (random selection) was also an endeavour to mitigate the limitation of representativeness of M- pesa users, which is a possible limitation of this method. Essentially, the agent on the list that matched the ballot selection was the assigned community of data collection. To collect the data, a systematic sampling approach was followed. Although this approach is acknowledged for capturing an evenly sampled population, its strength will be compromised where a pattern in the population exists and overlaps with the interval set by the researcher. To counterpoise this possible compromise, research assistants were instructed to begin questionnaire distribution following a random interception of passer-by within their selected community (e.g., approaches the 4^th passer-by and invites him or her to participate). Subsequently, an interval number (e.g., 6),

48The communities included: Embakasi, Lavington, South C, South B, Nairobi CBD, Westlands, Parklands, and Karen.

49The mall intercept is a data collection technique that entails stopping individual in a public space (e.g mall) and then inviting them to participate in a survey (Bush & Hair, 1985).In essence, intercept studies require the selection of respondents by intercepting them in a public arena, requesting their audience, and subsequently screening them for criteria to determine eligibility to participate.

50 The list can be accessed at: http://www.safaricom.co.ke/images/Downloads/Personal/M-PESA/Agent-Locations/nairobi.pdf

different from the starting number must be identified, which served as the intermission protocol between respondents. In effect, following a random selection of participant 4, and an interval selection of 6; subsequent interception followed passer-by 6, 12, 18, 24, 30. Criteria for participation in this study was being an adult (18 and above) and a user of M-pesa, as the study aims to report on determinants of user continuance intention towards M-pesa. Thus, the intercept protocol was to salute intercepted individuals, request for a few minutes of their time, inform them of our quest, and that eligibility to participate required an adult status of 18 and above, and use of M-pesa. Thereafter, eligible and interested individuals’ were given an introductory letter to the study which contained: an introduction of the researcher, context of the study, goal of the study, voluntary participation, anonymity of response, and their right to withdraw from participating at any time. Participants’ willingness to proceed with filling out the questionnaires was then taken as their formal consent to participate in the study. This data collection technique has been employed in extant studies (e.g., Adapa & Cooksey, 2013; Case, Dey, Lu, Phang, &

Schwanz. 2013; Bush & Hair, 1985; Miller, Wilder, Stillman, & Becker, 1997; Thogersen &

Zhou, 2012) and is reported to yield high response rates. Notable strengths of intercept protocols in the aforesaid extant studies include: reduced item omission rate and higher response rate, whereas, a key limitation is: it has potential to limit the generalizability of findings. To counteract the limitation of the agent intercept to some degree, the researcher collected data within several communities as opposed to one. The survey instrument measured responses to the predictor and criterion variables on a seven point likert scale⁵¹.

4.2.5.1 Data Collection Sites

A brief description of the data collection sites are presented in table 4.5 to provide the reader with background to the communities surveyed.

Table 4.5 Surveyed Communities

Name of Site Description

Lavington Lavington is a high-income residential suburb within Nairobi, Kenya (Henry, Yongsheng, & Jun, 2006; Abdulaziz & Osinde, 1997), and is classed within the Westlands administrative division of Nairobi.

51 1-strongly disagree, 2- disagree, 3- somewhat disagree, 4- neutral, 5-somewhat agree, 6-agree, 7- strongly disagree.

Embakasi Embakasi is located 18km east of the central business district. It is a residential estate that houses mostly middle-class citizens (Business Daily, 2015⁵²)

South C⁵³ South C, also known as ‘mombasandogo,’ is also a middle-class residential estate located within the south of Nairobi.

South B⁵⁴ South B is a middle-class estate within Nairobi, and is located within the Makadara division of the city.

Nairobi- Central Business District

(CBD)⁵⁵ The CBD is a central location for business within the city, and is populated with individuals across social classes.

Westlands Westlands lies 3.1 km, northwest of the Nairobi CBD. It is an affluent neighbourhood, hosting both residential and major shopping malls in Nairobi, and is mostly populated by expatriates (Abdulaziz & Osinde (1997, p.43, 50).

Parklands Parklands is also a mixed commercial/residential middle-income neighbourhood. It is about 5km, northwest of Nairobi CBD (Henry et al. 2006). The neighbourhood is predominantly populated by individuals’ of Asian descent.

Karen The suburb of Karen is a high-income neighbourhood, south west of Nairobi CBD (Henry et al. 2006). It is predominantly inhabited by people of European descent.

Lang’ata Lang’ata lies east of Karen, and south west of Nairobi-cbd. This suburb comprises several small housing estates and several tourist attractions (Henry et al. 2006), such as: the Giraffe Centre, Bomas of Kenya, and an entry to the Nairobi National Park).