Financial Inclusion and Financial Satisfaction: Moderating Role of the Financial Self-Efficacy

Abstract

This research aims to investigate how ease of use and access to a formal financial institution leads to financial satisfaction. Specific factors are studied, i.e. financial inclusion; people's control of their financial decisions (Financial Self-Efficacy), and the financial satisfaction of those using a formal financial institution. For this study, 120 survey forms were disseminated among students from different universities, such as Government College, Agricultural and National Textile University Faisalabad. The questionnaire consisted of 20 questions. The results of the research have shown that financial inclusion has a strong relationship with financial satisfaction among those who use the services of the formal financial institution. However, due to a moderate link between financial inclusion and financial satisfaction, people are controlling their financial decisions. Financial inclusion has had a strong relationship with the financial satisfaction of the financial institution's users. Financial self-efficacy has moderated the relationship between financial inclusion and financial satisfaction. This research is of value to those stakeholders who are users/regulators of a formal financial institution, such as the Bank or Micro Financial Institutions.