Section 7 Mobile Money
7.1 AWARE_MM
The respondent is aware of mobile money services.
Levels:
- Yes
- No
7.2 AWARE_MM_PROVIDER
The respondent knows of at least one mobile money provider.
Levels:
- Yes
- No
7.3 AWARE_NONUSER_MM
The respondent is aware of mobile money services but has never used them.
Levels:
- Yes
- No
7.4 ACCESS_MM
The respondent has used mobile money service for any financial activity.
Levels:
- Yes
- No
7.5 REGISTERED_MM
The respondent has a mobile money account registered in their name.
Levels:
- Yes
- No
7.6 RECENT_MM_USER
The respondent has used their registered mobile money account in the last 90 days.
Levels:
- Yes
- No
7.7 ACTIVE30_MM
The respondent has used their registered mobile money account in the last 30 days.
Levels:
- Yes
- No
7.8 INACTIVE_MM
The respondent has not used their mobile money account for any activity in the last 90 days.
Levels:
- Yes
- No
7.9 DORMANT_MM
The respondent has never used their registered mobile money account.
Levels:
- Yes
- No
7.10 OTC_MM
The respondent does not have a mobile money account registered in their name but uses over-the-counter mobile money services.
Levels:
- Yes
- No
7.11 MM_BASIC
The respondent has used a mobile money account for basic activities. Basic mobile money use is defined as using a mobile money account for cash deposit or withdrawal, sending or receiving money, airtime top up, or account management.
Levels:
- Yes
- No
7.12 MM_ADV
The respondent has used a mobile money account for advanced activities. Advanced mobile money use is defined as using a mobile money account for activities such as saving, borrowing, insurance, investment, bill payment or receiving wages or government benefits.
Levels:
- Yes
- No
7.13 REG_MM_BASIC
The respondent has a registered mobile money account (REGISTERED_MM) and is a basic mobile money user (MM_BASIC).
Levels:
- Yes
- No
7.14 REG_MM_ADV
The respondent has a registered mobile money account (REGISTERED_MM) and is an advanced mobile money user (MM_ADV).
Levels:
- Yes
- No
7.15 ACTIVE_MM_BASIC
The respondent is a basic mobile money user (MM_BASIC) who has used mobile money services within the last 90 days (ACTIVE_MM).
Levels:
- Yes
- No
7.16 ACTIVE_MM_ADV
The respondent is an advanced mobile money user (MM_ADV) who has used mobile money services within the last 90 days (ACTIVE_MM).
Levels:
- Yes
- No
7.17 ACTIVE30_MM_ADV
The respondent is an advanced mobile money user (MM_ADV) who has used mobile money services within the last 30 days (ACTIVE30_MM).
Levels:
- Yes
- No
7.18 LENGTH_MM
This variable categorizes the length of time that the respondent has been a mobile money user.
Levels:
- 0-6 months
- 6-12 months
- Greater than 12 months
- DK/NA (question was not asked due to ACCESS_MM filter)
7.19 MM_STAGE
The customer journey segmentation for mobile money users is a series of progressive stages through which individuals become more active users of more sophisticated financial services.
| Mobile Money Stages | Descriptions |
|---|---|
| Mobile money nonuser | Never used mobile money |
| Unregistered mobile money user | Don’t have mobile money account but use mobile money service |
| Inactive registered mobile money user | Have a mobile money account but have not used it in the last 90 days |
| Active mobile money basic user | Have a mobile money account and only used it in the last 90 days for basic activities: cash deposit or withdrawal, sending or receiving money, airtime top up, or account management |
| Active mobile money advanced user | Have a mobile money account and used it in the last 90 days for advanced activities |
Levels:
- Mobile money nonuser
- Unregistered mobile money user
- Inactive registered mobile money user
- Active mobile money basic user
- Active mobile money advanced user
7.20 MM_TRANSFER
The respondent has ever used mobile money to send or receive money.
Levels:
- Yes
- No
7.21 MM_MERCHANT
The respondent has ever used mobile money to pay for goods and/or services.
Levels:
- Yes
- No
7.22 MM_BILL
The respondent has ever paid for bills using mobile money.
Levels:
- Yes
- No
7.23 MM_GOV
The respondent has ever received money from the government using mobile money.
Levels:
- Yes
- No
7.24 MM_WAGE
The respondent has ever received working wages using mobile money.
Levels:
- Yes
- No
7.25 MM_INSURANCE
The respondent has ever paid for insurance or received benefits using mobile money.
Levels:
- Yes
- No
7.26 MM_SAVE
The respondent has ever saved using mobile money.
Levels:
- Yes
- No
7.27 MM_INVEST
The respondent has ever made a investment using mobile money.
Levels:
- Yes
- No
7.28 MM_LOAN
The respondent has ever borrowed money or got credit using mobile money.
Levels:
- Yes
- No
7.29 MM_AIRTIME
The respondent has ever purchased airtime top-ups or paid a mobile phone bill using mobile money.
Levels:
- Yes
- No
7.30 ACTIVE_MM_TRANSFER
The respondent sent or received money using mobile money in the last 90 days.
Levels:
- Yes
- No
7.31 ACTIVE_MM_MERCHANT
The respondent used mobile money to pay for goods and/or services in the last 90 days.
Levels:
- Yes
- No
7.32 ACTIVE_MM_BILL
The respondent paid bills using mobile money in the last 90 days.
Levels:
- Yes
- No
7.33 ACTIVE_MM_GOV
The respondent received money from the government using mobile money in the last 90 days.
Levels:
- Yes
- No
7.34 ACTIVE_MM_WAGE
The respondent recieved working wages using mobile money in the last 90 days.
Levels:
- Yes
- No
7.35 ACTIVE_MM_INSURANCE
The respondent used mobile money to pay for insurance or receive insurance payments in the last 90 days.
Levels:
- Yes
- No
7.36 ACTIVE_MM_SAVE
The respondent used mobile money to save money in the last 90 days.
Levels:
- Yes
- No
7.37 ACTIVE_MM_INVEST
The respondent used mobile money to make an investment in the last 90 days.
Levels:
- Yes
- No
7.38 ACTIVE_MM_LOAN
The respondent used mobile money to borrow money or get credit in the last 90 days.
Levels:
- Yes
- No
7.39 ACTIVE_MM_AIRTIME
The respondent used mobile money to purchase airtime top-ups or pay a mobile phone bill in the last 90 days.
Levels:
- Yes
- No
7.40 EXP_MA*
For this set of variables, the respondent indicates whether they have had the following experiences with a mobile money agent:
| Variable | Experience |
|---|---|
| EXP_MA1 | Agent absent |
| EXP_MA2 | Poor customer service |
| EXP_MA3 | Agent lacks enough money for the transaction |
| EXP_MA4 | Agent didn’t know how perform the transaction |
| EXP_MA5 | Agent overcharged for transaction |
| EXP_MA6 | Agent didn’t give all the cash due |
| EXP_MA7 | system/network down |
| EXP_MA8 | Agent dismissive of women |
| EXP_MA9 | Agent’s place not safe |
| EXP_MA10 | Agent shared personal/account information with others without consent |
| EXP_MA11 | Rude agent |
| EXP_MA12 | Agent’s refusal to perform transaction for no reason |
| EXP_MA13 | Transaction was time-consuming |
| EXP_MA14 | Didn’t get a receipt |
| EXP_MA15 | Agent charged for depositing money |
| EXP_MA16 | Agent asked for PIN number |
| EXP_MA17 | Agent committed fraud |
| EXP_MA18 | Agent’s refusal to do transaction due to lack of ID |
Levels:
- Yes
- No
7.41 EXPSV_MA*
For this set of variables, the respondent indicates whether they have had the following issues with a mobile money agent:
| Variable | Issue |
|---|---|
| EXPSV_MA1 | Agent was absent |
| EXPSV_MA2 | Agent was rude |
| EXPSV_MA3 | Agent did not have enough cash or e-float and could not perform the transaction |
| EXPSV_MA4 | Agent refused to perform the transaction for no reason |
| EXPSV_MA5 | Agent did not know how to perform the transaction |
| EXPSV_MA6 | Agent overcharged for the transaction or asked respondent to pay a deposit |
| EXPSV_MA7 | Agent did not give all the cash that was owed |
| EXPSV_MA8 | Agent system or mobile network was down |
| EXPSV_MA9 | It was very time-consuming/it took you a lot of time to do the transaction |
| EXPSV_MA10 | Did not get a receipt |
| EXPSV_MA11 | Agent charged for depositing money |
| EXPSV_MA12 | Agent asked for respondent’s PIN number |
| EXPSV_MA13 | Agent was dismissive of women |
| EXPSV_MA14 | Agent committed fraud |
| EXPSV_MA15 | Agent’s place was not secure/there were suspicious people at agent’s place |
| EXPSV_MA16 | Agent shared respondent’s personal/account information with other people without your knowledge/permission |
| EXPSV_MA17 | Agent refused to do the transaction because respondent did not have ID |
Levels:
- Yes
- No
7.42 R_NOTUSE_MM*
For this set of variables, the respondent indicates whether they agree with the following reasons for not using mobile money:
| Variable | Reason |
|---|---|
| R_NOTUSE_MM1 | Do not know enough about mobile money services |
| R_NOTUSE_MM2 | Do not need to use a mobile money service |
| R_NOTUSE_MM3 | Do not have the required documents |
| R_NOTUSE_MM4 | Do not have enough money to use mobile money services |
| R_NOTUSE_MM5 | Do not trust mobile money |
| R_NOTUSE_MM6 | Feel at risk of losing money |
| R_NOTUSE_MM7 | Prefer to use cash |
| R_NOTUSE_MM8 | Fees and expenses to using mobile money services are too high |
Levels:
- Yes
- No
7.43 R_NOTREG_MM*
For this set of variables, the respondent indicates whether they agree with the following reasons for not having a registered mobile money account:
| Variable | Reason |
|---|---|
| R_NOTREG_MM1 | A friend or family member has an account that you can use |
| R_NOTREG_MM2 | Do not have the required identification documents |
| R_NOTREG_MM3 | Do not use products and services that require a registered account |
| R_NOTREG_MM4 | Do not know how to register an account |
| R_NOTREG_MM5 | Had an account previously but not anymore |
| R_NOTREG_MM6 | Prefer to use a different financial account instead of mobile money |
| R_NOTREG_MM7 | Do not have enough money to use a registered account |
| R_NOTREG_MM8 | Do not trust mobile money |
| R_NOTREG_MM9 | Feel at rist of losing money |
| R_NOTREG_MM10 | Prefer to use cash |
| R_NOTREG_MM11 | Fees and expenses to using a mobile money account are too high |
Levels:
- Yes
- No
7.44 R_USE_MM*
For this set of variables, the respondent indicates whether they give the following reasons for starting to use mobile money:
| Variable | Reason |
|---|---|
| R_USE_MM1 | To send or receive money |
| R_USE_MM2 | To save money |
| R_USE_MM3 | To have a secure place to store money |
| R_USE_MM4 | You were registered to a mobile money account by someone else |
| R_USE_MM5 | To borrow money |
| R_USE_MM6 | To make a purchase |
| R_USE_MM7 | To make an investment |
| R_USE_MM8 | To pay a bill |
| R_USE_MM9 | You got an incentive from the mobile money service during a promotion |
Levels:
- Yes
- No
7.45 ACTION_MM*
For this set of variables, the respondent indicates how difficult it is to perform the following actions without assistance:
| Variable | Action |
|---|---|
| ACTION_MM1 | Open the mobile money menu |
| ACTION_MM2 | Find a particular menu option, such as send money |
| ACTION_MM3 | Complete a transaction |
| ACTION_MM4 | Correct an error in the amount of money to send |
| ACTION_MM5 | Correct an error in the amount or phone number for a transaction recipient |
| ACTION_MM6 | Reverse or cancel a transaction |
Levels:
- Very difficult
- Somewhat difficult
- Neither difficult, nor easy
- Somewhat easy
- Very easy
- DK/NA (question was not asked due to ACCESS_MM filter)
7.46 OPN_MM*
For this set of variables, the respondent indicates whether they agree with the following statements about mobile money:
| Variable | Description |
|---|---|
| OPN_MM1 | Mobile money allows you to keep money on your phone |
| OPN_MM2 | Mobile money allows you to get a loan |
| OPN_MM3 | You can deposit and withdraw in cash using mobile money |
| OPN_MM4 | You can send money to someone using mobile money |
| OPN_MM5 | You can save money on a mobile phone |
| OPN_MM6 | You can pay for goods and services through your mobile phone |
Levels:
- Yes
- No
- DK
7.47 AWARE_MMP
The respondent is aware of electronic money financial products.
Levels:
- Yes
- No
7.48 ACCESS_MMP
The respondent has ever used electronic money financial products.
Levels:
- Yes
- No
7.49 REGISTERED_MMP
The respondent has an electronic money financial products account.
Levels:
- Yes
- No