Banking the Unbanked: Conceptualizing Success of the Business Correspondent Model

Kanika Goel (), Wasana Bandara () and Guy Gable ()
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Kanika Goel: Queensland University of Technology
Wasana Bandara: Queensland University of Technology
Guy Gable: Queensland University of Technology

Information Systems Frontiers, 2023, vol. 25, issue 5, No 16, 1953-1984

Abstract: Abstract The Business Correspondent (BC) model is an IT-enabled business process outsourcing initiative to provide financial services to the unbanked. It is a complex banking system involving multiple actors, system elements and settings, intended to address financial exclusion. Given the BC-Model’s potentially significant role in economic sustainability, it is important to evaluate its success. Efforts to measure the success of the BC-Model have been limited to date; this paper therefore presents a conceptual framework of BC-Model-Success consisting of six dimensions- economic, strategic, technological, customer satisfaction, employee satisfaction, and social, resulting from a three-phase study design. The relevance of the framework was empirically validated across four implementations of the BC-Model. The resulting framework provides strong theoretical foundations for understanding what BC model success is, for assisting practitioners with evaluating the success of the BC-Model and with identifying possible improvements, and for facilitating future research on the BC-Model.

Keywords: Business correspondent model; Conceptualization; Business process outsourcing; Multiple case studies; Financial inclusion (search for similar items in EconPapers)
Date: 2023
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DOI: 10.1007/s10796-022-10345-7

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