Practices and Challenges of Banking Services Inclusiveness to Persons with Special Needs in Selected Banks in Addis Ababa: Implications for Customer Satisfaction

Abstract

In a country’s development, service sections play key roles. Services are expected to address diversity in interest, demographics, and exceptionalities such as persons with disabilities (PWDs). The main purpose of this study was to assess practices and challenges of banking services to persons with special needs (PWDs) in selected branches of banks in Addis Ababa. Different sources indicate that globally there are more than 15 million people who live with impairment. This segment of the population should be integrated and inclusive work is needed in the financial sectors, especially in Banking. The population of this study includes bank workers in different departments and customers with certain disabilities. Simple random sampling was used for recruiting 364 participants for the study. The research design was a concurrent triangulation mixed design. The Likert scale was constructed, validated, and used to gather quantitative data. The qualitative data was gathered by using semi-structured interviews. SPSS 25 was used for analyzing quantitative data (Pearson’s Product Moment Correlation Coefficient, One ANOVA, and Multiple Linear Regression were done). Thematic analysis was used for analyzing qualitative data. The finding revealed that the banking systems have gaps in addressing service provision for persons with special needs. Though there are efforts in making the physical environment modification such as using ramps, there are needs that are not yet addressed. Bank customers interviewed have indicated that the services did not yet meet customer satisfaction of PWDs. As per the findings, it is recommended that banks should create service packages for PWDs. Infrastructures and facilities should meet all utility aspects for people with special needs.