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.
Recommended Citation
Kaba, Val A., "The Socio-Technical Divide: A Comparative Qualitative Analysis of Banking Experiences in Low-Income and Higher-Income Communities" (2024). Organization Development & Change D.O.D.C. Dissertations. 18.
https://scholarworks.bgsu.edu/odc_diss/18