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Building blocks of financial inclusion through customer experience value at financial touchpoints in Southern Africa

Nkosinathi Sithole (La Trobe University - Bundoora Campus, Melbourne, Australia)
Gillian Sullivan Mort (Eudemonia Institute, Brisbane, Australia)
Clare D'Souza (La Trobe University - Bundoora Campus, Melbourne, Australia)

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 29 April 2021

Issue publication date: 8 June 2021

410

Abstract

Purpose

This paper aims to examine customer experience value orchestrated by non-banks' financial touchpoints to understand how they enhance the financial inclusion of low-income consumers.

Design/methodology/approach

Two independent but related studies were conducted using qualitative comparative analyses (QCA) research design with semi-structured interviews to compare and contrast customer experience value at two rural locations in Southern Africa. The interview transcripts were analysed using ATLAS.ti, which is a powerful operating system for analysing qualitative data.

Findings

The results indicate that non-banks in the two countries design financial services that include functional, economic, humanic, social and mechanic customer experience value dimensions.

Research limitations/implications

The data for this study was collected from financial services customers of retailers and mobile phone network operators in only one research setting in each country. Further research could extend the comparative context for qualitative studies across similar markets. Other limitations are discussed in the paper.

Originality/value

This paper contributes to the body of knowledge by highlighting the salient and germane dimensions and components found to be important in understanding financial inclusion using customer experience value. To the best of the authors’ knowledge, this is the first study that incorporates customer experience value dimensions in understanding the financial inclusion of low-income consumers at the base of the social and economic pyramid in emerging markets.

Keywords

Acknowledgements

The authors would like to acknowledge the funding and support received from La Trobe University (Australia) which made this research possible.

Citation

Sithole, N., Sullivan Mort, G. and D'Souza, C. (2021), "Building blocks of financial inclusion through customer experience value at financial touchpoints in Southern Africa", International Journal of Bank Marketing, Vol. 39 No. 3, pp. 360-380. https://doi.org/10.1108/IJBM-07-2020-0409

Publisher

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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