The Opinions of Cooperative Bank Customers on the Reasons for Financial Exclusion and Difficulties in Accessing Financial Services and Products – Research Report

Research background Financial exclusion is a very important phenomenon due to its socio-economic nature. It is linked to social exclusion and means limited access to financial services and products provided, among others, by cooperative banks. In the paper, the author presents the reasons for financial exclusion and the difficulties in accessing financial (banking) services and products. Purpose The main purpose of the study was to present the views of cooperative bank customers on the reasons for financial exclusion and difficulties in accessing financial services and products. Research methodology Survey research based on an interview questionnaire was conducted in 2023 on a sample of N = 1,502 cooperative bank customers. Effect size (relationships between variables) is determined by Cramer’s V and Phi coefficients. Results The results of the research indicate that the main reason for financial exclusion is over-indebtedness. In turn, the main factors causing difficulties in accessing financial services and products is the lack of creditworthiness. The relationship between over-indebtedness and socio-demographic characteristics and between not being creditworthy and socio-demographic characteristics has been presented. Significant relationships between the variables have been indicated. Novelty The quantitative survey of cooperative bank customers was carried out according to the Mixed Mode Design procedure. The following research techniques were used CAWI, CATI, CAPI. The tool used for the study was a survey questionnaire.