A transformative perspective of financial services for the unbanked

Juan Carlos Bustamante · Adriana Amaya

15 citations0/0 files storedJournal of Services Marketing

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Microfinance and Financial Inclusion Service and Product Innovation

Abstract

Purpose This paper aims to examine the factors that affect financial services design of and their effect on the improvement of the unbanked customer well-being. Design/methodology/approach The authors use a path analysis to examine customer well-being integration in the activities of service organizations. The theoretical estimation model was conducted using a structural equation model with maximum likelihood estimation. To build a more robust model that explains customer well-being, direct and indirect effects are used in the estimation of the research model. Findings Perceived customer support and interaction with the storekeeper are two major factors that, positively, influence trust and customer participation (CP). In addition, CP plays a key role in enhancing financial empowerment and thereby in the production of greater customer well-being. Originality/value This study sheds light on the positive effects that the design of services has on customer well-being and exposes the underlying mechanisms that contribute to customer well-being through CP. It also provides a unique financial service format and specific strategies for managing trust and CP to enhance individual well-being in the unbanked population in a developing country.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 15 citations exist upstream.

References

2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1994The Commitment-Trust Theory of Relationship Marketing 2001Social Cognitive Theory: An Agentic Perspective 2001On Happiness and Human Potentials: A Review of Research on Hedonic and Eudaimonic Well-Being 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 2015Institutions and axioms: an extension and update of service-dominant logic 1995An Integrated Model of Buyer-Seller Relationships 1997Perceived organizational support, discretionary treatment, and job satisfaction.

Cited by

2021“Yes, we do. Why not use augmented reality?” customer responses to experiential presentations of AR-based applications 2022Marketing inclusive banking services to financially vulnerable consumers: a service design approach 2022Affective and cognitive factors that hinder the banking relationships of economically vulnerable consumers

Imported from OpenAlex (CC0) — nothing here is generated.