The Socio-Technical Divide: A Comparative Qualitative Analysis of Banking Experiences in Low-Income and Higher-Income Communities

Date of Award

2024

Document Type

Dissertation

Degree Name

Doctor of Organization Development & Change (D.O.D.C.)

Department

Organization Development

First Advisor

Steven Cady (Committee Chair)

Second Advisor

Hee Soon Lee (Other)

Third Advisor

Carol Gorelick (Committee Member)

Fourth Advisor

Jeanelle Sears (Committee Member)

Abstract

This qualitative study employed a socio-technical framework as a lens to investigate the banking experiences of low-income and higher-income individuals, shedding light on the nuances of their interactions with traditional banks. Using comparative deductive thematic analysis, semi-structured interviews were conducted with 18 participants, equally divided between low-income and higher-income groups. The study revealed disparities in banking experiences, with low-income community members facing less favorable outcomes in specific areas. The findings have significant practical implications for enhancing community relations, refining banking operations, and improving financial education, particularly in low-income communities. This research lays the groundwork for future studies to explore bank employees' perspectives and expand on the current findings, ultimately contributing to a more comprehensive understanding of the interactions between individuals and banking institutions. By illuminating the lived experiences of diverse community members, this study informs strategies for more inclusive and equitable banking products and services.

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