Qualitative research done as a part of MicroSave’s study for the Omidyar Network on customer production, risk and financial capability in India shows that customers’ perceptions of banking or financial transactions are still focused on brick and mortar based services. DFS providers have not done enough to change the customer’s perception and gain trust. The customer’s perception of risk of digital systems and technology can be further broken down into three broad issues.
There are, however, important consequences of these issues and risks for DFS uptake and usage. Fears and perceptions suppress uptake and tarnish the reputation of DFS and its providers. Non users are often very aware of these issues. In the words of one customer, “We keep hearing mobile money users complain about unstable network, delayed service, missing money and many other negative comments about mobile money. Why then should we register for these services?”