Digital Financial Inclusion and Its Role in Empowering Sales Personnel in the Retail Sector

Abstract

This study examines the role of Digital Financial Inclusion (DFI) in empowering sales personnel working in the retail sector of Purnia, Bihar. Despite being the frontline contributors to organisational revenue, many retail sales workers experience income irregularities, limited access to formal finance and dependence on cash-based transactions. Drawing on global and national advancements in digital finance, this study investigates how access to digital financial services influences their financial behaviour, empowerment and work outcomes. Using a mixed-methods design, data were collected from 100 sales personnel through structured surveys and 20–30 semi-structured interviews. Quantitative analysis using SEM revealed that DFI access, usage and digital financial literacy significantly enhance financial empowerment, which in turn positively affects job satisfaction, productivity and retention intention. Qualitative findings further highlight increased savings control, reduced wage delays and improved financial confidence. The study suggests that promoting DFI among retail workers can strengthen financial resilience and organisational performance, offering actionable implications for policymakers, retailers and financial service providers.