Customer Satisfaction and Financial Inclusion: The Role of Service Quality in Non-Banking Correspondents
Year: 2026
Type: article
Study design: Observational Study
Abstract: This research analyzesthe relationship between customer satisfaction with non-banking correspondent services and financial inclusion. This study used the SERVQUAL model to measure customer satisfaction and analyzed its relationship with financial inclusion using partial least squares structural equation modeling (PLS-SEM),based on a stratified sample of 221 users of 24 non-banking correspondents. The results show that customer satisfaction is associated with financial inclusion through the quality of the physical and personal environments, which predominated as the most significant factor, and that all constructs clearly explain the latent variables. Furthermore, it became clear that inclusion is driven not only by financial infrastructure but also by abehavioral process of user perception, measured by satisfaction. Therefore, it is necessary to develop an ecosystem of experiences that ensures staff quality, environment, functional quality, access, product adaptation, and consumer protection, among other aspectsthat holistically integrate this ecosystem. This will provide a strategic framework for designing inclusive financial policies.
Source: Mercados y Negocios
Institution: Universidad Ecotec
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7204487697