Mobile money and agent banking networks are now the primary channel through which low- and middle-income countries extend financial services to excluded populations.
Whether expansion translates into services people actually trust and use depends on how the surrounding market is developed and incentivised: how agents are trained and paid, how liquidity is managed, how fees and exemptions are designed, and how regulators respond to a fast-moving industry.
This brief examines the relationship between market development and incentive design and four outcomes: system performance and reliability, service efficiency, customer experience and satisfaction, and trust and perceived safety.
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