The Use of Mobiles Among Low-Income Micro-Entrepreneurs: A South Asian Perspective

12 Pages Posted: 27 Aug 2014

Date Written: June 3, 2014

Abstract

Low-income users in developing economies do not have access to a lot of formal services; however, most have access to a mobile phone. In fact, prior research confirms that the mobile phone is a valuable and often necessary tool for livelihoods of the poor, with a fair number of the low-income groups using the mobile phone for business or financial related activities. However, based on an empirical survey of 3180 urban low-income micro-entrepreneurs in Sri Lanka, India and Bangladesh, there appears to be instances where users hesitate to consume certain services due to perceived hidden costs. There are also instances where they have found interactions with service providers to be challenging.

This is a descriptive paper of a demand-side survey conducted in Sri Lanka, India and Bangladesh of urban low-income micro-entrepreneurs and their use of mobile phones. It also captures a supply-side study of the mobile network operators in Sri Lanka and Bangladesh. The paper aims to provide recommendations that would bridge the gap in service delivery to the under-served population.

Keywords: mobile, low-income, micro-entrepreneur, service delivery, customer relationship management

JEL Classification: L96

Suggested Citation

Zuhyle, Shazna and Lucas Gunaratne, Roshanthi, The Use of Mobiles Among Low-Income Micro-Entrepreneurs: A South Asian Perspective (June 3, 2014). Available at SSRN: https://ssrn.com/abstract=2487701 or http://dx.doi.org/10.2139/ssrn.2487701

Shazna Zuhyle (Contact Author)

LIRNEasia ( email )

12, Balcomb Place
Colombo, 00800
Sri Lanka

Roshanthi Lucas Gunaratne

Stax ( email )

341/5 Kotte Road
M&M Centre
Rajagiriya
Sri Lanka

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