Multiple Perspective of Mobile Money System Development: Action Case of e-Masary Wallet A thesis submitted to The University of Manchester for the degree of Doctor of Philosophy In the Faculty of Humanities 2015 Mostafa Mohamad Manchester Business School University of Manchester 1 TABLE OF CONTENTS TABLE OF CONTENTS ...................................................................................................................... 2 LIST OF FIGURES .............................................................................................................................. 8 LIST OF TABLES ............................................................................................................................. 11 ABBREVIATIONS ............................................................................................................................ 12 DECLARATION ............................................................................................................................... 16 COPYRIGHT STATEMENT ............................................................................................................... 17 ACKNOWLEDGEMENT ................................................................................................................... 18 ABSTRACT ..................................................................................................................................... 16 CHAPTER ONE: INTRODUCTION Area of concern ................................................................................................................................. 19 1.2. Research Background ................................................................................................................... 21 1.3. Research Objectives ..................................................................................................................... 26 1.4. Research Questions ...................................................................................................................... 27 1.5. Research Approaches .................................................................................................................... 28 1.6. Research Justification and Significance ............................................................................................ 29 1.7. Potential Contribution ................................................................................................................... 32 1.7.1. Theoretical Contribution .................................................................................................................................... 32 1.7.2. Methodological Contribution............................................................................................................................. 33 1.7.3. Practical Contribution ........................................................................................................................................ 34 1.8. Thesis Structure ........................................................................................................................... 34 CHAPTER TWO: LITERATURE REVIEW Introduction ...................................................................................................................................... 38 2. 1. What is Systems thinking? ............................................................................................................ 40 2.1.1. Inquiry Systems in Management ....................................................................................................................... 43 2.1.1. Why System Thinking? ..................................................................................................................................... 45 2.1.2. System Thinking Approaches ............................................................................................................................ 48 2.1.3. Hard and Soft Approaches Compared ............................................................................................................... 55 2.2. Information System Development ................................................................................................... 60 2.2.1. Human Activity Analysis (HAA) ...................................................................................................................... 62 2.2.2. The Socio-Technical Systems (STS) ................................................................................................................. 64 2.2.3. Structured System Analysis (SSA) .................................................................................................................... 65 2 2.2.4. Data Modelling and Analysis ............................................................................................................................ 68 2.2.5. Technical Specification (TS) ............................................................................................................................. 70 2.2.6. A comparative analysis of ISD approaches ....................................................................................................... 74 2.2.6.1. Ontological Assumptions ...................................................................................................................... 75 2.2.6.2. Epistemological Assumptions ............................................................................................................... 76 2.2.6.3. Assumptions about Information Situation ............................................................................................. 78 2.2.7. Contingency approaches .................................................................................................................................... 80 2.3.Information System Complexity ...................................................................................................... 82 2.4.The Multiperspectives Theory ......................................................................................................... 84 2.4.1.Why the Multiperspectives theory? .................................................................................................................... 87 2.5.Multiperspectives analysis of the Base of the Pyramid ................................................................................. 88 2.5.1.Technical perspective ......................................................................................................................................... 92 2.5.2.Organizational Perspective ................................................................................................................................. 93 2.5.3.Personal Perspective ........................................................................................................................................... 94 2.6.Information System Development @ BoP .......................................................................................... 96 2.6.1. Turbulent environment: ..................................................................................................................................... 96 2.6.2. Inter-organizational systems .............................................................................................................................. 96 2.6.3.Globalisation and Decentralization ..................................................................................................................... 98 2.6.4.Technological advances ...................................................................................................................................... 98 2.6.5.Big data ............................................................................................................................................................... 99 2.7. Mobile Money System at the BoP ................................................................................................ 100 2.7.1. Digital Financial Services ................................................................................................................................ 100 2.7.2. What is Mobile Money System? ...................................................................................................................... 109 2.7.3. Systematic Review of the Mobile Money Literature ....................................................................................... 118 2.7.3.1. Framing the Literature Review............................................................................................................ 119 2.7.3.2. Settings and Context ........................................................................................................................... 124 Lessons & Conclusions ..................................................................................................................... 126 CHAPTER THREE:THEORITICAL FRAMEWORK Introduction .................................................................................................................................... 127 3.1. IS & BS intimacy ....................................................................................................................... 128 3.1.1.Alternative Information System Theories ......................................................................................................... 130 3.1.1.1.Actor Network Theory (ANT) ............................................................................................................. 130 3.1.1.2. Innovation diffusion