Obstacles and Challenges for People with Visual Impairment and Blindness in Seeking Financial Services from the Banking Sector

Abstract

In Sri Lanka, it is observed that the persons with visual impairment and blindness are experiencing several difficulties and challenges when it comes to using banking services. This paper explores the obstacles and challenges encountered by this group of customers based on qualitative approach using semi-structured questionnaire. Ten customers representing the visually impaired and blind community and seven officials representing a range of commercial banks were the interview respondents. Thematic analysis was used to obtain corresponding results. The key findings of this study shows that this community experiences various obstacles when accessing the banking services due to the banks’ reluctance and inadequate training in providing the service with accurate information. Through this outcome, it manifests a clear insight on the key factors which affect the level of financial inclusion of persons with visual impairment and blindness. This research is an eye-opener for policymakers within and outside the banking sector to make improvements in financial inclusion concerning this vulnerable community that would help enhance their social and economic empowerment.