Financial Capability Documents

31.10.2016 | K. Burritt, G. Coetzee | CGAP

Many financial service providers struggle with high levels of account dormancy and customer dropouts, limited service usage, and loss of their best clients to other providers (GMSA 2014; Cheston, Conde, Arpitha, and Rhyne 2016). Negative customer...

03.10.2016 | A.B. Fanta, K. Mutsonziwa, D. Naidoo | FinMark Trust

This paper provides cross-country comparisons of financial literacy in the SADC region. It also presents the link between financial literacy and product uptake including the relationship between financial literacy and productive usage of debt. The...

31.08.2016 | AFI Digital Financial Services (DFS) Working Group | AFI

This guideline note was developed by the AFI Digital Financial Services (DFS) working group to provide universal definitions of key digital financial services terms.

31.07.2016 | X. Giné, R. Keenan Mazer | The World Bank

An audit study was conducted in Ghana, Mexico and Peru to understand the quality of financial information and products offered to low-income customers. Trained auditors visited multiple financial institutions, seeking credit and savings products....

30.06.2016 | S. Zottel, B. Zia, F. Khoury | The World Bank

As the Senegal government’s financial inclusion initiatives are expected to usher in more Senegalese, including small and medium size business (SME), to access a wide range of financial services from a variety of financial institutions, they need to...

30.04.2016 | J. Arnold, E. Rhyne | ACCION, JP Morgan Chase & Co

This report reviews the current landscape of financial capability interventions – a diverse landscape, with interventions by financial service providers, online services, social organizations, governments and others. The report highlights a trend...

31.07.2015 | The World Bank | The World Bank

This report contains the findings and recommendations from a World Bank mission to Zimbabwe between July 14 and July 25, 2014, which took place for the purposes of a diagnostic review of the Consumer Protection and Financial Literacy (CPFL)...

15.09.2014 | M. El-Zoghbi, K. Lauer | CGAP

This Focus Note builds on the ideas discussed in “Facilitating Market Development to Advance Financial Inclusion” (El-Zoghbi and Lauer 2013) and addresses the capacity issues faced by retail financial service providers. Drawing on examples, this...

31.08.2014 | J. Zollman | FSD Kenya

The Kenya Financial Diaries project was designed to deepen understanding of the financial lives of low-income Kenyans by capturing all of their transactions over the course of a year, through fortnightly visits. Alongside quantitative records of...

31.08.2014 | S. Zottel, C.R. Ortega, S.Y. Xu | The World Bank

The key findings and recommendations presented in this report cover 4 main areas: financial inclusion, financial capability, relationship between financial inclusion and capability, and financial consumer protection. The chapters are structured as...

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