Importance of Customer Service Channels, Services, and Products in Financial Culture

Abstract

In this context where we live, equal access and participation of young people to financial services is a pending agenda. This research aims to determine financial inclusion's influence on higher education students' financial culture. This research is carried out under the parameters of the positivist paradigm with a non-experimental cross-sectional design. It was necessary to apply non-probabilistic convenience sampling to collect the data, obtaining 920 respondents. On the other hand, the exploratory and confirmatory analysis was carried out to find the factorial structure of the constructs. Furthermore, to test the proposed theoretical model, applying the methodology of structural equations was necessary. The results indicate an influence between the study variables, obtaining a ?= 0.855 and a p-value of 0.000. Besides, financial products influence financial culture with a ?= 0.331 and a p-value of 0.000), financial services in financial culture with a ?= 0.321 and a p-value of 0.000, and customer service channels in financial culture with a ?= 0.279 and a p-value of 0.000.

Received: 11 November 2023 / Accepted: 28 January 2024 / Published: 5 March 2024