Understanding the Effects of Customer Participation in Financial Services for the Unbanked: A Transformative Service Research Perspective

摘要

1.What are the key determinants of trust in financial services'? Can trust be a trigger for CP? Can CP and financial empowerment positively influence customer happiness? 2.If so,how does this happen? 3.Can self-efficacy(SE)influence the formation of CP and empowerment? We focused on customers with a savings account in the NB to determine whether having the capacity to save can help customers manage their money better,thus improving their well-being.We selected 12 storekeepers from the NB network in the city of Guayaquil-Ecuador.A total of 312 complete questionnaires were obtained from the 350 total questionnaires distributed.Of the respondents,61.6% were women and 38.4% were men.We estimated the measurement model with the structural equation model using a maximum likelihood estimator,for that employed the software AMOS v.23.We subjected all measures to confirmatory factor analysis to examine their psychometric properties.