Technology, Training, and Trust: A Study of Digital
Financial Inclusion among Self-Help Group Members in Darjeeling District
Samphel
Bhutia,
Ph.D. Research Scholar,
Dept. of Commerce,
Raiganj University,
West Bengal, India.
Abstract: Economic growth in today’s financial landscape depends on
the efficient financial system. Financial literacy particularly the digital
financial literacy is very crucial in the system of financial stability. The
Reserve Bank of India’s (RBI) initiative for people to access financial
services are initiated through encouraging digital banking started few years
back, especially after the COVID-19. Long-term Financial Inclusion can be
achieved through an integrated approach that include stable regulatory
environment, technology upgradation, and providing valuable insights for
policymakers and stakeholders aiming to enhance the empowerment of rural women
within the digital financial sector. However, there are still some issues where
many people are worried about safety, and ignorance of technical use of digital
services. It is evident from various sources that Digital financial literacy is
especially crucial for marginalised groups, like Self-Help Groups (SHGs) that
are part of the formal banking framework. This study focuses on SHG women in
Darjeeling district; West Bengal where tribal people mostly concentrate. Apart
from descriptive statistics, regression analysis has been made to know their
awareness level on Digital financial Literacy. This study finds that SHGs need
to get more knowledge on digital transaction and to know the safety features of
the digital transactions.
Keywords: digital financial inclusion,
SHG, digital upgradation, UPI, mobile banking.
10. Introduction
Financial Inclusion is an initiative which is
specifically designed to curate then needs of every individual and business,
despite their source of income, have access to and fully benefit from swiftly,
accountable, and cost-effective financial goods and services that have been
crafted to suit their specific needs. There is a substantial segment of the
population who are away from accessing basic banking services for a variety of
reasons, being lying-in low-income group, rural areas and many more. In this
scenario financial inclusion seems to be a crucial facilitator of
socio-economic growth, integrating underprivileged populations into the
mainstream economy.
Digital Financial Inclusion means utilizing and
benefiting from contemporary technologies. Experts attribute digital financial
literacy to the ability of conducting financial transactions using digital
technology (Yadav and Banerji, 2024).
Microfinance Institutions (MFIs) are very important for
getting poor women in rural areas and people with low incomes access to banking
services (Hasan et al., 2021). They cater to an array of services that can
boost household financial stability as well as promote entrepreneurship,
including micro lending, micro savings, and micro insurance. In India, MFIs
operate through different modes as follows (Chattopadhyay, 2019):
·
Non-Banking Financial Company (NBFC-MFI)
·
Joint Liability Groups
·
Rural Co-operatives
·
The Grameen Bank Model
·
Self Help Groups
The financial system has forged a powerful alleviation,
enhanced household stability and creating vibrant livelihood opportunities,
especially for the inclusion of women. This impact not only empowers families
but also paves the way for a more equitable and prosperous future. By offering credit in rural and remote areas,
these microfinance channels contribute to promote financial inclusion. There is
an increasing emphasis on digitalization, the government has consistently
promoted the use of digital channels for financial transactions. To introduce
rural residents to digital financial services, the government has also launched
initiatives like the Jan Dhan-Aadhaar-Mobile (JAM) trinity, Digital India, and
financial literacy programs (Goel, 2020). In a same vein, MFIs have gradually
begun implementing digital systems for tracking, repayment, and loan
disbursement.
In Darjeeling district, it is unclear that how many rural
women use digital platforms for microfinance transactions. It’s not clear if
digital platforms are the best way to do microfinance, even though rural women
may own mobile phones and know how to use them to make payments. The study is
expected to be able to discover obstacles and problems that could limit their
utilization.
2. Literature Review
Literature review has been conducted to explore similar
research work from both the national and international perspective in order to
develop conceptual framework and suitable methodology for this study.
2.1. Literature from International Perspective
A number of previous studies have examined the function
of digital microfinance in improving the affordability and accessibility of
financial services for the marginalized. Celestin and Vanitha (2016) sought to
determine whether digital microfinance improve marginalized people’s access to
financial services and cost effectiveness. According to their mixed-methods
evaluation, mobile microfinance helps close gaps in traditional financial
services by increasing account ownership and reducing poverty, they support
increased initiatives to improve digital financial literacy.
The research interest in the transformation of
microfinance services through digital innovation has grown. Through a
qualitative study that included in-depth interviews with ten important
informants, Moin and Kraiwanit (2023) investigated digital developments in
microfinance. According to their research, digital technology can help the
microfinance industry in a number of ways, such as lowering operating costs,
enabling quicker and more effective transactions, and enhancing underbanked
people’s and rural communities’ access to financial services. For further
research, they suggested using larger sample numbers and quantitative research
methods utilizing questionnaires.
Asimiyu et al. (2024) looked at how electronic payment
systems affected MFI financial performance metrics based on Return on Equity
and Return on Assets from banks’ annual reports. According to their findings,
electronic payment systems have a favourable and significant influence on
financial performance; nevertheless, adoption is constrained by low smartphone
penetration rates, low technological literacy, and a lack of awareness and
trust about the use of digital financial services.
2.2. Literature from Indian Perspective
The academic research on women’s financial inclusion is
broad but fragmented. The systematic review on women’s financial inclusion
divided studies into two categories: firm-side and household-side. Firm-side
research often uses ‘credit’ as a measure of financial inclusion. The
household-side studies look at a broader range of financial services, but there
is no defined assessment for financial inclusion. These studies primarily
examine the impact of gender and demographics on financial inclusion rates Roy
and Patro (2022). The efficacy of SHG connections to raise rural women’s
financial literacy was investigated by Patel and Das (2021). They specifically
looked at how SHGs are likely to open bank accounts, obtain credit from
financial institutions, make timely repayments, and overcome obstacles.
In their study, Singh and Sharma (2023) describe how SHGs
are an important tool for improving and promoting financial inclusion
formalization and financial literacy, which opens up more opportunities for economic
stability. According to Radha Thangarajan (2024), increasing the number of
members increases financial stability and raises awareness of rural SHGs and
their financial situation. They are the powerful instrument that fosters
financial inclusion, bringing marginalized society back into the mainstream. A
significant portion of microfinance research focuses on evaluating the impact
of different aspects of women’s empowerment (Al-Shami et al., 2016; Datta &
Sahu, 2020; Khan et al., 2023; Mahato & Jha, 2024; Mukendi & Manda,
2022; Murshid, 2018; Samant et al., 2019; Samineni& Ramesh, 2023). Access,
usage, and autonomy are the key parameters for financial inclusion. Existing
literature has also highlighted the lack of decision-making autonomy among
women. According to Kabeer (2005), women’s autonomy varies depending on the
decision-making domain. According to Ghosh and Bhandari (2014), women are not
in charge of making decisions about how to use loans. Compared to male loan
holders, female loan holders usually participate in more “joint
decision-making” and less “sole decision-making.”
2.3. Research Gap
While the importance of adoption is recognized, there has
been limited research on the behavioural, social, and infrastructural barriers
preventing rural women from utilizing digital financial services. To better
understand how the Digital Financial Literacy (DFL) level impacts rural women’s
actual use of digital microfinance services, a more focused study is needed.
Based on the reviews mentioned earlier and an analysis of the valuable insights
from “The Role of SHGs in Women’s Participation in Their Financial Inclusion
Journey,” several research gaps have been identified. Specifically, there is a
lack of research on digital technologies that could enhance financial inclusion
for members of Self-Help Groups (SHGs). This study aims to address this gap by
evaluating the effectiveness of SHGs in the rural Darjeeling area of West
Bengal, with a focus on women’s participation in digital financial inclusion.
3. Objective of the Study
The evaluation aims to bridge the gap between access,
awareness, and adoption of digital microfinance. Additionally, it seeks to
identify the causes and contributing factors behind any poor usage. For this
purpose, this study adopts following objectives:
·
To assess the levels of Digital Financial
Inclusion among rural women in Darjeeling.
·
To identify the major barriers that restricts
women from adopting digital finance.
·
To evaluate the relationship between DFL and
the usage of digital micro finance platforms.
4. Research Hypotheses
Following hypothesis has been framed for statistical
analysis:
H₀: There is no significant relationship between Digital
Financial Literacy (DFL) and the usage of digital platforms for microfinance
transactions.
H₁: There is a significant relationship between DFL and the
usage of digital platforms for microfinance transactions.
5. Research Methodology
5.1. Research Design
The relationship between DFL levels and the use of
digital microfinance services is examined in this study using a quantitative
approach. The participants of the study were women living in rural areas of
Darjeeling district of West Bengal.
5.2. Data and Sampling
In this study, primary data has been used for evaluating
the digital financial literacy levels and analysing the impact of digital
financial literacy on the usage of digital financial platforms. Primary data
has been collected using structured questionnaire from the Darjeeling area. Out
of total 80 responses collected, only 50 valid responses have considered for
further analysis in this study.
5.3. Analytical Techniques
5.3.1. Variables Considered
For developing the statistical models and for analysing
the primary data statistically, following variables and proxies have been
considered:
Table 1: Variables
|
Type of Variables |
Variables |
Components |
|
Independent Variables |
Digital Financial Literacy Score |
·
Knowledge and
Awareness of Technology ·
Use of UPI ·
UPI Training ·
Use of Strong
Passwords ·
Transaction Limit ·
Use of Mobile
Banking Applications ·
Online
Transactions |
|
Dependent Variables |
Digital Financial Platform Usage Score |
·
Withdrawals Using
Cards ·
Frequency of
Using Digital Financial Platforms |
Source: Compiled by the Researchers
5.3.2. Statistical Tools and Models
Descriptive statistics have been used for evaluating the
level of awareness and digital financial literacy among SHG women in
Darjeeling. Further regression model combined with sustainable diagnostic tests
have been used for analysing the impact of digital financial literacy on the usage
of digital financial platforms. For this purpose, following regression model
has been developed:
Where,
Y =
Digital Financial Platform Usage Score
β0
= Constan term
X1
= Digital Financial Literacy Score
ε =
Error Term
6. Data Analysis and Discussion
6.1. Evaluation of Digital Financial Inclusion Among SGH
Women Darjeeling
It can be clearly seen from Table 2 that the knowledge
regarding mobile banking has a mean value of 1.02 which in extremely and
positively skewed. The standard deviation is 0.14 which shows a very low level
of variation where the data points are tightly clustered around the mean. The
calculated mean regarding the Phone Number linked with Banks to avail Internet
Banking (Table 2) is 1.76 which is negatively skewed. The standard deviation is
0.43 which shows a moderate level of variation. The mean regarding who uses
mobile banking application more frequently and the standard deviation are 0.30
and 0.40 respectively as shown in Table 2. Therefore, the standard deviation
shows a moderate level of variation. The mean number of Online Transactions
Performed Using the Mobile Applications is 1.72 which indicates that the SHG
women rarely make transaction using online platforms. The standard deviation is
0.50 showing a high level of deviation (Table 2).
The mean concerning the Use of UPI Payment Applications
is 1.32 which is positively skewed. The standard deviation here is 0.47 which
shows a very moderate level of variation as shown in Table 2.Training received
relating to UPI Transactions show a mean of 1.98 which is extremely negatively
skewed and the standard deviation is 0.14 showing a very low level of variation
(Table 2). The use of Strong and Secure passwords for UPI Applications shows a
mean of 1.52 which is almost in the middle range and the standard deviation of
0.50 indication a high level of variance as shown in Table 2. The transaction
limit for UPI Applications shows a mean of 1.76 which is identical to the mean
of the phone linked with banks to avail internet banking and the standard
deviation is 0.43 which is consistent and a moderate variation (Table2).
Table 2: Descriptive Statistics of Digital
Financial Literacy
|
|
N |
Range |
Minimum |
Maximum |
Mean |
Std.
Deviation |
|
Knowledge Regarding Mobile Banking |
50 |
1.00 |
1.00 |
2.00 |
1.0200 |
.14142 |
|
Phone Number linked with Banks to avail
Internet Banking |
50 |
1.00 |
1.00 |
2.00 |
1.7600 |
.43142 |
|
Who uses mobile banking application more
Frequently |
50 |
1.00 |
.00 |
1.00 |
.3000 |
.40406 |
|
Ever Performed Online transaction through
Mobile Applications |
50 |
2.00 |
1.00 |
3.00 |
1.7200 |
.49652 |
|
Use of UPI Payment Applications |
50 |
1.00 |
1.00 |
2.00 |
1.3200 |
.47121 |
|
Training Received relating to UPI
Transactions |
50 |
1.00 |
1.00 |
2.00 |
1.9800 |
.14142 |
|
Use of Strong and Secure Passwords for UPI
Applications |
50 |
1.00 |
1.00 |
2.00 |
1.5200 |
.50467 |
|
Transaction Limit for UPI Applications |
50 |
1.00 |
1.00 |
2.00 |
1.7600 |
.43142 |
Source:
Analysed by the Researchers
6.2. Identification of Major Barriers
The mean of can visit banks alone can banks alone is 1.32
which shows that the majority of women are self-reliant in terms of having
access and travelling to the banks. This demonstrates that there is a positive
level of basic movement and operational freedom within the financial system
(Table 3). As we can see further in Table 3, the mean regarding the need for
assistance with filling up various forms for various purposes is 1.48. This
score indicates a significant reliance on others so as to complete the necessary
paperwork required in banks. This points towards a gap in the level of
functional literacy and the confidence with regard to deal with official
financial procedures.The mean of the authority in the final decision making and
the usage of savings, loans and card for each account is 0.55 (Table 3). This
clearly shows that only 55% of the women have a final say regarding the final
financial decisions which indicates that there is a clear distinction between
having a bank account in the formal institution and having control over the
finances. The mean concerning the financial benefit of participating in SHG is
1.04. This strong and positive mean that the majority of women benefit directly
from the participation in SHG (Table 3). The mean concerned with the awareness
regarding investment concepts and risks associated with it is 1.52 (Table 3)
which indicates that there is a considerable gap relating to more advanced
concepts of financial management such as investment and the risks associated
with such investment.
Table 3: Descriptive Statistics Identifying
Major Barriers
|
|
Can Visit Banks Alone if have access to Account |
Need Assistance with filling up various forms for
various purposes |
Authority in final decision making and usage of
savings, loans and card for each account |
Did participation in SHG benefit you Financially |
Awareness Regarding Investment Concepts and Risks
associated with it |
|
N |
50 |
50 |
50 |
50 |
50 |
|
Mean |
1.32 |
1.48 |
0.552 |
1.04 |
1.52 |
|
Std. Deviation |
0.47121 |
0.50467 |
0.1821 |
0.28284 |
0.50467 |
|
Variance |
0.222 |
0.255 |
0.033 |
0.08 |
0.255 |
Source:
Analysed by the Researcher
6.3. Analysing the Impact of Digital Financial Literacy
on Digital Financial Platform Usage
6.3.1. Diagnostic Tests
|
Table 4: Model Summary |
||||
|
Model |
R |
R Square |
Adjusted R Square |
Std. Error of the
Estimate |
|
1 |
.591a |
.350 |
.336 |
.11424 |
The R squared (coefficient of determination) is 0.350.
This indicates that the digital financial literacy score explains 35% of the
variance in the digital financial platform usage score (Table4).
Source:
Analysed by the Researchers
The regression model is statistically
significant, F= 25.809, *p* < .001.This means that the model is a
significantly better fit for the data than a model with no predictors (Table
5).
Table 5: ANOVA
|
Model |
Sum of Squares |
df |
Mean Square |
F |
Sig. |
|
|
1 |
Regression |
.337 |
1 |
.337 |
25.809 |
.000b |
|
Residual |
.626 |
48 |
.013 |
|
|
|
|
Total |
.963 |
49 |
|
|
|
|
Source: Analysed
by the Researchers
6.3.2. Regression Results
The constant term (0.398) represents the predicted value
of the digital platform usage score when the digital financial literacy score
is zero. This is the intercept of the regression line. The digital financial
literacy score (B = 0.466) is the unstandardized regression coefficient. For
every one-unit increase in the DFL Score, the digital platform usage score
increases by 0.466 units. This coefficient is found to be statistically
significant, t = 5.080, *p* < .001.Beta (β = 0.591) is the standardized coefficient.
This is identical to the correlation coefficient from the previous analysis and
confirms a moderate-to-strong positive effect of DFL on usage (Table 6).
Table 6: Coefficients Table
|
Model |
Unstandardized Coefficients |
Standardized Coefficients |
t |
Sig. |
||
|
B |
Std. Error |
Beta |
||||
|
1 |
(Constant) |
.398 |
.128 |
|
3.103 |
.003 |
|
DFL SCORE |
.466 |
.092 |
.591 |
5.080 |
.000 |
|
Source: Analysed by the Researchers
6.4. Key Findings
·
Near-Universal Basic Financial Inclusion: The
study found exceptionally high levels of traditional financial inclusion.
An overwhelming majority of the women have and use basic formal financial
services:
(a) 100% have a formal savings account
(b) 94% have a bank account and actively deposit money into it
(c) 98% have availed insurance schemes and own a debit/credit card
This indicates that policies aimed at bringing women into the formal banking
fold have been highly successful at a basic level.
·
Digital Financial Literacy is a Strong
Predictor of Usage: A strong, positive relationship exists between a woman’s
Digital Financial Literacy (DFL) score and her actual usage of digital
microfinance platforms. Higher literacy levels are directly associated with higher
usage.
·
The Digital Access-Usage Gap: The most
significant finding of this study is the clear disparity between access
to and usage of digital tools. While 98% of the women
own a debit card, a key instrument for digital finance where
only 76% have used it in the past year. This 22 percentage-point
gap is a direct indicator that possession of a tool does not guarantee its
use.
·
Awareness vs. Action: While knowledge of
mobile banking is nearly universal (98%), personal, autonomous use of mobile
banking apps is extremely low, with a mean score indicating that women use the
apps themselves only 30% of the time.
·
Severe Training Shortfall: A
staggering 98% of respondents reported receiving no formal
training on using UPI applications. This is the single biggest barrier to
digital adoption.
·
Unsafe Digital Practices: Digital
security is a major concern, with only about 52% of women using
strong passwords for their payment apps, exposing a large portion to potential
fraud.
·
Moderate Digital
Adoption: About 68% use UPI payment apps, and 76% have
their phones linked to their bank accounts. However, these numbers are lower
than the near-total card ownership, showing a drop-off at each step towards
full digital integration.
·
Digital Financial Literacy is a Strong
Predictor of Usage: A strong, positive relationship exists between a woman’s
Digital Financial Literacy (DFL) score and her actual usage of digital
microfinance platforms. Higher literacy levels are directly associated with
higher usage.
7. Conclusion
The aim of this study is to investigate the degree of
digital financial inclusion among rural women in the Darjeeling district’s
Self-Help Groups (SHGs). The findings underscore an important paradox: while
traditional financial inclusion has become universal, with nearly all women
gaining access to basic banking instruments, there is still a significant
digital barrier. Digital Financial Literacy (DFL) is a strong, statistically
significant predictor of digital platform utilization, based on the regression
analysis. This demonstrates that having access to technology and bank accounts
alone is not enough; true adoption is driven by the literacy and self-assurance
needed to use them. The primary challenges discovered consists of serious lack
of training, risky digital actions, and an apparent gap between awareness and
independent use which show that the path from financial access to financial
empowerment is yet to be complete. Hence, it is found that there is a
significant positive relationship between Digital Financial Literacy and the
Digital Financial Platform Usage Score. Additionally, the severe absence of
training, limited autonomy in making decisions, and the obvious disparity
between access and confident usage,highlights how challenging and inadequate
the journey is from the financial access to financial empowerment for
women.Interventions must be conducted to address the social and cultural
variables that limit women’s financial autonomy alongside the digital
literacy so as too truly empower women.Therefore, the next important step
toward true financial inclusion for Darjeeling’s women as well as similar rural
groups is to fill this digital literacy gap.
8. Policy Implications
The findings of the research suggest a number of
practical policy recommendations:
·
Targeted Digital Literacy Missions: Besides
basic account opening (Jan Dhan), policymakers and banks should start specific
“Digital Sahyog” or “Digital Sakhi” initiatives. These workshops should be
hands-on, conducted in local languages, and customized to rural women,
addressing UPI transactions, app navigation, and digital safety.
·
Integrate Training with SHG Organizations:
SHGs are a successful means that currently exists. Utilizing peer-to-peer
learning to increase confidence, financial institutions and non-governmental
organizations should collaborate with SHG federations to build digital literacy
in their regular meetings.
·
Implement and Reduce Security Practices: For
customers who have inadequate digital literacy, banks and payment app
developers need to develop more simple and intuitive security features.
Campaigns promoting financial literacy additionally need to put a major
emphasis on the significance of setting up safe login credentials and detecting
fraud
9. Limitations of the Study
Despite this study provides insightful information, its
findings should be viewed with awareness of certain limitations:
·
Small Sample Size: 50 women from the
Darjeeling district constitute the study’s sample. The findings are unable to
be used with a larger population given the small sample size.
·
Regional Specificity: Darjeeling possesses a
unique sociocultural and geographic environment. The barriers that exist in the
plains along with the other Indian states could differ in size or nature.
·
Self-Reported Data: The usage and literacy
data was collected through a survey, which is susceptible to biases like memory
error and social preference bias (respondents providing responses that they
believe are socially acceptable).
·
Cross-Sectional Design: This study suggests a
relationship between Digital Financial Literacy and Digital Financial Platform
Usage, but it cannot conclusively prove causation since it is a snapshot in
time.
·
Limited Study of Intra-Household Dynamics:
While the study highlights a lack of autonomy, it fails to dive into many of
the details regarding the underlying structures of authority, cultural norms,
or familial constraints that contribute to it.
10. Further Scope of Study
This research presents up an array of possibilities to
pursue further research:
·
Longitudinal Studies: Monitoring the same SHG
women over time following the introduction of a digital literacy program would
yield strong evidence of long-term behavioural changes and causal influence.
·
Expanded Geographical Research: Comparative
examination of barriers and the establishment of a sophisticated,
region-specific policy framework would be made feasible via conducting
comparable research in other states and regions (such as coastal regions,
deserts, and northeastern states).
·
Qualitative Deep-Dives: Utilising qualitative
focus groups and in-depth interviews could reveal fundamental social, cultural,
and psychological obstacles that
·
Impact of Autonomy on Financial Outcomes:
Exploring the intermediary role of financial autonomy is a promising direction
for future research. Research could specifically look into a conceptual model
which holds that increased financial autonomy is an outcome of Digital
Financial Literacy (DFL), demonstrating that, this constitutes the primary
mechanism that enables advanced financial outcomes like investment and the
strategic use of financial resources for entrepreneurship.
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