All customers are not treated equally: financial exclusion in isolated Greek islands

Panigyrakis, G., Theodoridis, P. and Veloutsou, C. (2002) All customers are not treated equally: financial exclusion in isolated Greek islands. Journal of Financial Services Marketing, 7(1), pp. 54-66. (doi: 10.1057/palgrave.fsm.4770072)

Abstract

Most of the previous research on banking examined only the banking needs of core customers. The views of people experiencing financial exclusion are unknown, but some of the excluded customer segments may have been habitually overlooked by financial service providers. This study investigated the financial needs and the views on ATM usage of a sample of 359 people living in remote Greek islands, who have never experienced financial inclusion. Furthermore, the views of inhabitants who have always lived in the area and are used to this situation are contrasted with the views of those who have lived for a part of their lives in other regions. The results show that they all express some dissatisfaction about the financial services provided. Moreover, those who have lived elsewhere express more dissatisfation with the provided services.

• Item Type: Articles
• Status: Published
• Refereed: Yes
• Glasgow Author(s) Enlighten ID: Veloutsou, Professor Cleopatra
• Authors: Panigyrakis, G., Theodoridis, P., and Veloutsou, C.
• Subjects: H Social Sciences > HG Finance
• College/School: College of Social Sciences > Adam Smith Business School > Management
• Journal Name: Journal of Financial Services Marketing
• Publisher: Palgrave-MacMillan
• ISSN: 1363-0539
• ISSN (Online): 1479-1846