A FRAUD MANAGEMENT FRAMEWORK FOR MOBILE FINANCIAL SERVICES WITHIN KENYA

Abstract

Mobile banking offers several benefits to financial sectors, including convenience in terms of time, money and effective customer relationship management. However, illegal actions in the digital age have altered the mode banks operate. It has sparked interest in mobile banking. The expansion of mobile banking fraud especially SIM swapping, hacking identity theft, social engineering, denial of service attack and account take over have created various challenges to financial sectors. The perceived criminal actions are due to continuous growth of mobile banking and computer networks. The identified challenges of rise in mobile financial fraud are due to lack of a proper framework to manage the fraud comprehensively among stakeholders. This study investigated fraud management in the Kenyan financial sector. The study used mixed research methodologies using descriptive and inferential analysis. The developed framework was informed by Fraud Triangle Theory (FTT), Routine Activity Theory (RAT), Fraud Management Lifecycle Theory (FMLT) and Deterrence Theory (DT). The findings confirmed that the fraud triangle and deterrence theories are very instrumental when applied to mobile fraud management. Finally, the result of findings will have significant implications not only to academic researchers but likewise for financial institution policymakers and anti-fraud organizations in both the commercial and governmental sectors. KEY WORDS: Fraud management, Banks, Financial services, Framework, Mobile banking, Central Bank of Kenya (CBK), Fraud theories, Fraud principles, Effective, SIM Swap, Customers.