Gregor Geisler

• This study investigates the role of organizational learning in financial inclusion in India using qualitative research methods. Financial inclusion refers to the appropriate and affordable access to financial products and services and is targeting the part of the population that is unbanked or underbanked. In India, the government has formulated financial sector goals and policies in the last years to alleviate the situation of that part of the population. The study specifically investigates the private banking sector in India as a key protagonist in implementing those policies. The study finds that private banks operate in an overall context that is beneficial towards organizational learning. It identifies the tension between exploration and exploitation as the core of the organizational learning process in financial inclusion. Areas in which organizational learning occurs are related to products and customers, technology, information processing, monitoring and internal/ external training. In those areas, knowledge creation, transfer and retention drive the development of, e.g., new products, internal processes, and guidelines.