Power relationships, digital literacy, and inclusive digital banking in Israel

We explore the barriers that keep people such as the poor and minorities from adopting digital banking even in a developed country such as Israel. Their failure to do so can limit their participation in financial activities. Drawing on institutional theory and focusing on the structure of power relationships and digital literacy, we tested three hypotheses using survey data from 500 participants. Findings indicate that branch relationships and digital illiteracy are obstacles to the adoption of digital banking. We emphasize the need to consider the constitutive rules of digital banking when encouraging its adoption.