ABSTRACT
Although the digitalization of financial services is usually carried out taking into account the expectations of customers: banks, insurance companies and other financial institutions, an increasingly serious challenge for these entities is the digital exclusion of some service users. Despite the fact that the use of these technologies is a natural solution for a large group of consumers, a significant part of them still do not use financial products via the Internet.
The chapter attempts to present this very current and socially important phenomenon of digital exclusion. Based on the analysis of the literature of the subject area about financial and social exclusion, the phenomenon of digital exclusion in the financial market is presented in terms of the international and Polish market. Key determinants and consequences of the digital divide for the financial market were also identified. Moreover, based on statistical data, an attempt was made to determine the scale of digital exclusion in financial services in Poland compared to other countries.
