The Impact of Individuals’ Perception on Financial Inclusion in Low–Income Families: A Review

Abstract

The aim of this paper was to review existing literature on the impact of customer and manager perception on financial inclusion among low-income populations around the globe. Using a thematic approach, it reviewed more than fifty research papers. The review has shown that customer perceptions primarily focus on convenience, speed, ease of use, reliability, Quality of core services, procedure, and security. The review also identified that most bank branch managers had overall negative attitudes regarding poor people. Bank managers believed that lending to the poor carries high risks, and nearly all associated the poor with high-level loan diversion. The review suggests that strategies are needed to set priorities and coordinate overall approaches to expanding financial inclusion.