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This book challenges the notion that technology promotes financial inclusion. Drawing insights from the retail banking industry in Hong Kong, it explores the potential drawbacks of technology adoption. The book combines existing articles, regulatory case studies, and interviews with customers and practitioners to propose four factors that measure digital financial inclusion, defined as the impact of technology on financial inclusion, from the customer's viewpoint. It offers practical guidance by identifying business incentives for banks and providing law and policy recommendations for regulators. This book serves as a valuable resource for scholars, regulators, and practitioners in law and social sciences, shedding light on the complex relationship between technology and financial inclusion while bridging the gap between supply-driven approaches and customer demands.
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