தமிழ்மொழி வழி வங்கிச் சேவைகள், இலங்கையின் தமிழ் சமூக மேம்பாட்டுக்கான ஒரு மொழி அடிப்படையிலான அணுகுமுறை

Tamil-language–based banking services: a language-oriented approach to the development of the Tamil community in Sri Lanka

Abstract

Over the past two decades, Sri Lanka has witnessed rapid digital transformation in its financial sector, including the expansion of mobile banking, QR code payments, and internet-based financial services. However, this digital growth has not been equitably distributed across all communities, particularly among Tamil-speaking populations in the Northern and Eastern provinces. This study investigates how Tamil-language financial services influence financial inclusion, social trust, and empowerment within these marginalized communities, adopting a qualitative and socio-linguistic lens. Using secondary data from institutional reports between 2018 and 2024 — including those from the Central Bank of Sri Lanka (CBSL), the Information and Communication Technology Agency (ICTA), and leading commercial banks — this study applies thematic analysis as the primary methodological approach. Theoretical frameworks were drawn from Hymes’ (1974) Sociolinguistic Theory, Rogers’ (2003) Diffusion of Innovations, and Kabeer’s (1999) Empowerment Theory. Additionally, insights from Bakhtin (1981) on authoritative discourse and Bourdieu (1991) on language and symbolic power helped analyze the intersection of language, trust, and participation. Key findings indicate that after the introduction of Tamil-language services, banking participation among Tamil users increased by 25–30%, rural women's engagement rose by 22–35%, and customer satisfaction ratings improved from 4.1 to 4.7. These results support the notion that language-inclusive services enhance user trust, digital confidence, and financial self-reliance. From a qualitative perspective, the study concludes that Tamil-language services are not only technological tools but also instruments of social equity and empowerment. The central proposition of the study-the interconnection of language–trust–empowerment-demonstrates that linguistic accessibility in digital finance is foundational to inclusive economic growth. As such, Tamil-language banking services should be positioned not merely as functional add-ons, but as critical components of financial justice and digital democracy in Sri Lanka.