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Banking the Unbanked: Conceptualizing Success of the Business Correspondent Model

Author

Listed:
  • Kanika Goel

    (Queensland University of Technology)

  • Wasana Bandara

    (Queensland University of Technology)

  • Guy Gable

    (Queensland University of Technology)

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.

Suggested Citation

  • Kanika Goel & Wasana Bandara & Guy Gable, 2023. "Banking the Unbanked: Conceptualizing Success of the Business Correspondent Model," Information Systems Frontiers, Springer, vol. 25(5), pages 1953-1984, October.
    • Handle: RePEc:spr:infosf:v:25:y:2023:i:5:d:10.1007_s10796-022-10345-7
    DOI: 10.1007/s10796-022-10345-7
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    References listed on IDEAS

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