Institute for Money, Technology & Financial Inclusion

This study focuses on customers of Eko India, the mobile banking agent to India’s largest banks like the State Bank of India and ICICI Bank. The study is unique in its attempt to differentiate mobile money within the formal banking channel, which includes bank branches, smart cards, et al. Through this lens we will deeply analyze and measure customer-facing value propositions, electronic money loops, trust, and customer service. Additionally, we examine the implications of past policy interventions that promoted a “multi-channel” approach to financial inclusion versus a single-channel focus on mobile money.