The Impact of ethical backgrounds in the success of M-Pesa reversals in 2019

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dc.contributor.authorWa-Mwenje, A.
dc.date.accessioned2024-03-11T08:00:31Z
dc.date.available2024-03-11T08:00:31Z
dc.date.issued2023
dc.descriptionFull - text thesis
dc.description.abstractMobile money is an electronic wallet that enables people to undertake money transactions of sending, receiving as well as storing money via a mobile phone. Mobile money transactions were introduced in Kenya under the brand name M-Pesa in 2007 by the largest Telco in the country; Safaricom. As of 1st February 2020, Mobile money transactional value for the month of January was at 371.9 billion as indicated by the Central Bank of Kenya. This study explored the impact of three ethical backgrounds: deontology, utilitarianism, and virtue ethics, on the success rate in the reversing of M-Pesa customer-to-customer transactions, where an error has been made. It reviews the ethics that applies to operations which is within the realm of the company, as well as the role of an individual's character in declining or approving the same; both with and without external influence which points to a desired behavior; what ought to be done. In adopting the three schools of thought, the research distinguishes between morality -in terms of the decision made as stemming from internal beliefs with the desire to be good vis a vis an ethical decision that is made to abide with a given set of rules or from perceived benefit. When it comes to decision-making in applied ethics there is a leaning towards two schools of thought: deontological and utilitarian. In utilitarianism the outcome of an action guides the choice made, whereas in deontology, duty that stems from core obligations directs the decision. The study focuses on how Ethics aids in the decision-making process for determining right and wrong; to accept or reject the reversal while analyzing the nature of morality and the schools of thought that guide what the recipient ought to do and why. The study findings show immense impact. 75.4% of the respondents agreed that ethics/morality influenced M-Pesa reversals in 2019 while 24.6% disagreed. The study also found that Safaricom's ethical policy had limited control over unscrupulous customers who immediately withdrew money sent in error. The study recommends the implementing of measures to mitigate the risk of fraudulent behaviour, such as customer education and awareness forums. The study limitations include limited generalizations of the study findings to other mobile money platforms. Further research is needed to explore the impact of education and cultural factors on ethical behaviour in mobile money transactions.
dc.identifier.citationWa-Mwenje, A. (2023). The Impact of ethical backgrounds in the success of M-Pesa reversals in 2019 [Strathmore University]. http://hdl.handle.net/11071/15381
dc.identifier.urihttp://hdl.handle.net/11071/15381
dc.language.isoen_US
dc.publisherStrathmore University
dc.titleThe Impact of ethical backgrounds in the success of M-Pesa reversals in 2019
dc.typeThesis
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MAPE Theses and Dissertations (2023)