Professional Documents
Culture Documents
Volume 13, Issue 6, June 2022, pp. 67-78, Article ID: IJM_13_06_007
Available online at https://iaeme.com/Home/issue/IJM?Volume=13&Issue=6
ISSN Print: 0976-6502 and ISSN Online: 0976-6510
DOI: https://doi.org/10.17605/OSF.IO/CUG
ABSTRACT
With today’s world progressing at a lightning pace, finance cannot afford to lag
behind. Finance must become inclusive, dynamic and buoyant. In other words, finance
must become digital. The genesis and rise of digital financial services is a remarkable
global phenomenon. There is little doubt that the financial services industry, today, is
one of the most digitized industries. This paper throws light on the adoption and
perceptions of the urban Indian consumers, in the context of digitized financial services.
The study focuses on the extent of acceptability, usage, beliefs, deterrents and incentive
patterns among the Indians. It suggests that although the popularity of financial services
provided digitally is growing in absolute terms in India, but the rate of growth is
painfully slow, considering the huge potential that the country possesses.
Key words: Digitization, Digital, Financial Services, Financial Inclusion, India
Cite this Article: R. Devi, A Study on Consumer Perceptions Towards Digital Finance
and its Impact on Financial Inclusion – Indian Scenario, International Journal of
Management (IJM), 13(6), 2022, pp. 67-78.
https://iaeme.com/Home/issue/IJM?Volume=13&Issue=6
1. INTRODUCTION
Digital finance, in its essence, is a notion that people and institutions can use various financial
services- be it savings, payments, insurance, investment or credit – over a digital infrastructure.
Digitization of financial services enables one to use mobile, desktop, cards and internet to have
access to finance, doing away with the need to enter into a brick and mortar branch. Rapid
technological advancements, penetration of digital devices, fast-changing consumer behavior
and the explosive growth of digital financial service providers- all have given a push to this
innovation. With the possibility of reaching out to millions of underserved customers, financial
institutions and intermediaries have begun to extend digital financial products, thereby enabling
them to move from cash-based transactions to formal financial transactions. What follows is
increased productivity, stability, convenience, and economic growth in the long run. For many,
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A Study on Consumer Perceptions Towards Digital Finance and its Impact on Financial Inclusion
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it means saving and getting access to money for the first time in their lives. According to
McKinsey Global Institute, the engagement and involvement of majority of the residents of
emerging economies, in formal financial systems, is almost negligible. Cash transactions are
the most prevalent, with no secure or low-cost means of saving, investing or raising money,
except beyond the expensive informal sources. The few, who have the privilege of owning a
financial account, face a narrow choice of services and often encounter high fees for their
transactions. Economic growth and well-being is bound to suffer. In such a scenario, using
digital channels brings down costs as well as inefficiencies and widens access to finance up to
a great extent. Emerging economies, therefore, possess a huge potential to exploit mobile and
internet technologies to fuel their growth and development, saving them the need wait for their
incomes to improve. The aim of this study is to understand the perceptions of an urban Indian
consumer towardsthe digitization of financial services. The emphasis is on discerning the usage
rate, type, motivations, incentives, challenges faced and willingness of the respondents towards
the newage digital products.
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are manifold. Although unbanked, but over 90% of the consumers now own a smartphone,
thereby enabling greater reach. A positive shift in consumer attitude towards everything online-
be it books, transportation or food- is paving the way for extension of the same towards financial
services. Added to this is the focus of start-ups and firms on the most sensitive concerns such as
lower cost, greater value, and effectiveness in service delivery. However, the story is not all
rosy. The Indian road is fraught with certain peculiar challenges. No matter how attractive the
innovations and digitally available financial services may seem, traditional financial institutions
with their brick and mortar branches are not going to fade away anytime soon, reason being the
faith build up by them over the years. Hence new age platforms would need to garner a lot of
credentials with their services before gaining a substantial market standing. At the same time,
data is not easily available, and if it is, one can’t be really sure of the source and quality. This
acts as a hurdle to provision of various services such as credit scoring and peer lending.
Regulatory environment also plays a major role in the rate of adoption by consumers, which is
currently at an infancy stage in India. The sudden explosion of e-commerce activities in India,
after 2010, saw the rise of the digitalfinancial services, thereby attracting regulatory intervention
in this industry. The lead was taken by Reserve Bank of India by publishing guidelines on
mobile banking, followed by a master circular on online wallets in the year 2014. The year 2017
saw the coming up of regulations on peer-to-peer lending, which gave these platforms, the status
of non-banking financial companies (NBFCs), and laid down the minimum capital
requirements. The biggest question that lingers in front of India is: Is the market ready for
change? If yes, then what can be done to ensure that around 344 million Indians can gain access
to financialservices for the very first time?
2. REVIEW OF LITERATURE
In 2007, Srivastava, while studying the perceptions and drivers of Indian consumers towards
internet banking using qualitative exploratory research, found that demographic factors such as
gender, income and education had a clear influence on the usage of online banking. The study
also pointed out the factors- awareness campaigns, user friendly interface, lower charges,
greater security – that were necessary to alter the customer perceptions in a positivemanner. As
per one study (Mckinsey & Company, 2014), managers of Asian financial institutions are
increasingly becoming aware about the potential of digitization to create or destroy a firm’s
value. Although service providers as well consumers are majorly conservative in their approach,
the stimulus for adoption will become stronger as the digital generation becomes wealthier,
wiser and older. The firms would soon follow the customer’s expectations with their innovations.
Weihuan, Arner and Buckley (2015) studied the digital financial services in the context of
China, on how the world’s largest e-commerce company, Alibaba Group, has become a pioneer
in developing various financial products, including Alipay (payment platform and wallet),
AliFinance, Yué Bao (online money market fund) and MYbank (loans to SMEs). Despite being
a late mover into the industry, China is now one of the world’s most active and advanced digital
financial services market. Regulation, hence, plays a big role in the rate of growth and
acceptability of digitization in a country. Cuesta, Ruesta, Tuesta, and Urbiola (2015) suggested
that as consumers have got more and more used to digital interactions in their daily lives, there
has been a surge in demand for financial services that are available digitally- anywhere and
anytime. This has, in turn, fueled the birth and growth of Fin-Tech firms, which have brought
about totally new business models such as crowd funding, peer-to-peer lending, virtual currency
and financial advisory. Not to forget the regulatory leniency faced by these online firms, which
further gives them an edge over traditional financial institutions. Ansari and Khan (2017)
examined the effect of technological advancements and IT revolution on the operation of Indian
banks by comparing the growth rates of credit cards, debit cards, NEFT and RTGS transactions
and ATMs in terms of their value as well as volume. During the study period of 2011 to 2016,
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A Study on Consumer Perceptions Towards Digital Finance and its Impact on Financial Inclusion
– Indian Scenario
there was found to be a continuous increase in the value of online and electronic payments, with
mobile banking topping the list. Agrawal (2017) in her study points out that there is still a long
way to go before India can fully recognize the potential of digital. Investment in financial as
well as digital infrastructure, along with literacy programs and electronic trainings should be the
first step towards digital financial inclusion. At the same time, there should be no compromise
made on the security front. Yan Shen and Yiping Huang (2016), Introduction to the special
issue: Internet finance inChina Internet finance, which is often referred to as “digital finance”
and “Fintech”. Internet finance refers to the new business model of utilizing the Internet and
information communication technologies to accomplish a wide range of financial activities,
such as third-party payment, online lending, direct sales of funds, crowdfunding, online
insurance, and banking. The Internet can significantly lower transaction costs and reduce
information asymmetry, enhance the efficiency of risk-based pricing and risk management, and
expand sets of feasible transactions. Agufa Midika Michelle (2016), The Effect of Digital
Finance On Financial Inclusion in The Banking Industry in Kenya, The study concluded that
digital finance doesn’t have any correlation on financial inclusion in banking sector in Kenya
since banking institutions adopt digital financial services to lower operating cost associated
with opening and operating branches to improve their profitability and financial performance
and not to foster financial inclusion. Peterson K Ozili (2018), Impact of Digital Finance on
Financial Inclusion and Stability, this article provides a discussion on digital finance and its
implication for financial inclusion and financial stability. Digital finance through Fintech
providers has positive effects for financial inclusion in emerging and advanced economies, and
the convenience that digital finance provides to individuals with low and variable income is
often more valuable to them than the higher cost they will pay to obtain such services from
conventional regulated banks. Huma Haider (2018), Innovative financial technologies to
support livelihoods and economic outcomes, the study the examined the innovative financial
technologies support livelihoods of people. Access to digital technologies, in particular mobile
phones, internet connectivity and biometric authentication, allows for a wider range of financial
services, such as online banking, mobile phone banking, and digital credit for the unbanked.
Digital financial services can be more convenient and affordable than traditional banking
services, enabling low-income and poorpeople in developing countries to save and borrow in
the formal financial system, earn afinancial return and smooth their consumption.
3. OBJECTIVES
In this paper, we the researcher intends to identify the impact of digital finance in bringing
about financial inclusion among people. Digital finance includes Internet banking, Mobile
banking, Mobile Wallets (apps), Credit card and debit card. Financial inclusion is taken for the
study are Convenience, Adaptability, affordability, Security, User-friendly, Low Service
charge, Accurate timing, Online Monthly statement, Quick financial decision making, Easy
interbank account facility, Internet Connectivity, and Usability.
4. RESEARCH METHODOLOGY
Approach of the Study: The current study makes use of descriptive research on the basis of
primary data, which has been collected through a structured non-disguised questionnaire
Participants: The participants to this study belong to diverse backgrounds and demographics.
Sincere attempt has been made to cover respondents from various parts of India, as well as from
different age groups and occupations. The final sample represented about 58% females and 42%
males, with 60% of the sample below 30 years of age, and the rest 40% equal to or above that.
The occupational distribution has also been taken care, with 45% of the respondents being non-
working (Students unemployed, housewives and retirees), and 55% working in various
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capacities (salaried employees, professionals, and business). The monthly income ranges from
Nil to Rs. 40,000 for about 62% of the participants, whereas 38% of the participants earned a
monthly incomeof more than Rs. 40,000.
Data Collection Instrument: For collecting data, a structured questionnaire was employed.
The language of the questionnaire was English and the questionnaires were administered to
English medium respondents only to avoid any type of semantic error. A structured
questionnaire has been used to ensure uniformity in data collection and a total of 250
questionnaires were administered in both online and offline form. Out of the 250 questionnaires
distributed, 221 were returned, and 213 of them were usable, thereby representing an effective
response rate of 85.2%. The questionnaire was divided into three sections: The first one was to
solicit the demographic information from respondents; the second section focused on the
current users of digital financial services, while the third one was meant for non-users.
Procedure: For the offline survey, institutions and households were visited and the potential
respondents were explained the purpose of the study. The questionnaires were distributed to
those who showed their willingness to participate. For the online survey, participants were
reached out through social media as well as mails and the purpose of the study was explained well
through the same media. The analysis is undertaken statistically using graphs.
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This has important implications for the service providers, as far as their ability to cover more
and more people is concerned.
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5.10. One-way ANOVA for significant difference among Digital Finance and FI
Table 1
Digital Finance
Financial Mobile
Internet Mobile
Inclusion wallets Creditcard Debitcard F value P value
banking banking
(Apps)
3.37a 4.05b 4.00b 3.94b
Convenience 3.24ab(1.091) 2.655 .037*
(1.165) (1.105) (.849) (1.056)
3.37 3.35 3.95 4.00 4.06
Adaptability 2.348 .060
(1.165) (.931) (1.050) (.843) (1.507)
3.47 3.59 4.05 4.00 3.94
Affordability 1.289 .280
(1.219) (.939) (.923) (.849) (1025)
3.37a 4.05ab 4.12ab 3.94b
Security 3.47ab(1.007) 2.384 .057
(1.165) (1.050) (.766) (1.026)
3.42a 3.41a 4.20ab 4.00ab 3.94b
User friendly 2.418 .054
(1.170) (1.121) (.894) (1.104) (1.056)
3.37a 3.29a 4.15ab 4.00ab 4.06b
Low Servicecharge 2.639 .039*
(1.165) (1.160) (1.040) (.849) (1.046)
3.07a 3.35ab 4.15ab 3.00b 4.21b
Accurate timing 2.652 .038*
(1.165) (1.169) (1.030) (.829) (.863)
Online Monthly 3.58 3.41 4.05 3.96 3.94
1.408 .237
statement (1.071) (1.121) (1.050) (.824) (1032)
Quick financial 3.58a 3.35ab 4.20ab 4.00ab 3.94b
2.407 .055
decision making (1.219) (1.057) (768) (.849) (1.058)
Easy inter bank 3.47a 3.35ab 4.25b 4.00b 3.94b
2.871 .027*
account facility (1.219) (.931) (.786) (.856) (1056)
Internet 3.47 3.35 4.05 4.00 3.94 1.599 1.81
connectivity (1.124) (1.007) (1.050) (.849) (1.056)
3.37a 3.24a 4.05b 4.12b 4.06b
Usability 3.385 .012**
(1.165) (1.091) (1.050) (.766) (1.056)
(Source: Primary data) ** Highly Significant *Significant
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level. But the digital finance of Mobile banking and mobile wallets (apps) is not different from
any other group. In easy interbank account facility, Internet banking is significantly different
with Mobile wallets, credit card, and debit card at 5%. But the digital finance of Internet
banking and mobile banking is not different from any other group. There is no significant
difference among Digital finance (Internet banking, mobile banking, mobile wallets (APPS),
Credit card and Debit card with respect to Adaptability, Affordability, Security, User-friendly,
online monthly statement and quick financial decision making. Sincethe p-value is greater
than 0.05. Hence the null hypothesis is accepted at 5% level with regard to Adaptability,
Affordability, Security, User-friendly, online monthly statement, and quick financial decision
making.
6. LIMITATIONS
As with all research studies, the present study also has certain limitations. The sample size taken
for the study is quite small as compared to the population, and hence may not be fully
representative of the population. The Indian state is sub-divided into 29 states which are further
divided into cities and districts, all of which could not be covered uniformly. Also, since a
structured non-disguised questionnaire was used to solicit responses, they may have been
biased. A convenience sample was used for the study, whereas a random sample would have
given better results. Despite these limitations, the present study provides a starting point and
insights for future research in this area.
7. CONCLUSION
Digital finance has the ability to provide huge impetus to innovation, and this is one reason for
its rapid adoption in certain countries. It has become a vital tool for increasing productivity,
reach, financial inclusion as well as efficiency – not for individuals and corporates alone, but for
a country as a whole. With more than 348 million internet users, India ranks second in terms of
the size of the online market. The continuous decrease in data charges due to the cut throat
competition in the telecom sector, bundled with demonetization and Digital India initiative,
makes this country a fertile ground for seeding the growth of digital finance. The Indian
government has roped in a number of private players to develop digital payment initiatives such
as Unified Payment Interface (UPI) and AADHAR Enabled Payment System (AEPS). This
study points out, on a small scale, that an urban Indian consumer would adopt digital finance
only if it is viewed to be more convenient, reliable, secure, and less costly in terms of time and
money. In other words, these new age digital products should be able to offer a genuine benefit
to motivate people to use them. Major pain points such as privacy protection, infrastructural
inadequacies and digital awareness as well as literacy need to be tackled with proper policy
planning and execution. The first steps towards this change should be taken by well-established
and trusted institutions by offering affordable and easy to use services. Overall, it can be said
that India is on the right path when it comes to digital, but this path is long and still a lot of
ground remains to be covered. This paper provides a discussion on Digital finance and its
impact on financial inclusion. DigitalFinance plays a vital role in the day to day activities of the
people. The findings of the study found that Usability, Convenience, Accurate timing, and easy
interbank account facility has positive impacts on Mobile banking, Low service charge and
accurate timing has significant impacts on mobile wallets (apps) even Low service charge has
positively impacted on the credit card. Hence the study concludes that the digital finance
(Internet banking, mobile banking, mobile wallets (apps), credit card and debit card has a
significant impact on financial inclusion. Though digital fiancé has many negative on an issue
like affordability, security, adaptability etc. Every human being intends to avail the facility of
digital finance in their lives.
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