Factors affecting customer using agent bank Laku Pandai program in Bali
In order to improve access to financial services, especially banking, the Indonesian Financial Services Authority (OJK) has issued a regulation on the Laku Pandai Program (Layanan Keuangan Tanpa Kantor Dalam Rangka Keuangan Inklusif) in July 2014. The program engages the private sector as a bank agent representing banks in reaching banking services for the lower community in remote areas. The main purpose of this policy is how to improve the low financial inclusiveness of Indonesian society, especially those with categories still unbanked. Bali was an area in Indonesia that require an increase in financial services. The banks have been implementing Laku Pandai program since the last few years. Using purposive sampling method of 100 respondents selected from two locations Denpasar and Tabanan, the study testing the hypothesis to answer the problems that there was a positive effect of customer benefits, consumer education, and customer trust in implementing Laku Pandai with customer trust as mediating variable. Using the statistic test tool SEM PLS, result from the data test of this study was expected to answer the hypothesis and solve the problem facing in Bali to increase use of agent bank. The result of the statistical data test proved that the research concept model has been fit. The result of the analysis indicated that the customer benefit, education, and customer trust have a positive effect, directly and indirectly, the use of agent bank and trust factor mediate significance partially. The loading factors figures and the path coefficient between the variables indicated that there was potential to increase use of agent’s bank. It was defined that the intensity of using agents which was still low can be increased.
Aubert, B. A., Kishore, R., & Iriyama, A. (2015). Exploring and managing the “innovation through outsourcing” paradox. The Journal of Strategic Information Systems, 24(4), 255-269.
Aubert, B., & Kelsey, B. L. (2000). The illusion of trust and performance.
Chaudhry, A. A., Parveiz, A., & Javed, Y. (2016). Determinants of Users Trust for Branchless Banking in Pakistan. The Journal of Internet Banking and Commerce, 21(1).
Dewi, I. G. A. A. O., & Dewi, I. G. A. A. P. (2017). Corporate Social Responsibility, Green Banking, and Going Concern on Banking Company in Indonesia Stock Exchange. International Journal of Social Sciences and Humanities (IJSSH), 1(3), 118-134.
Eisingerich, A. B., & Bell, S. J. (2006). Educating Customers: Its Impact on Cosumer Trust and Implications for Management Consulting. Judge Business School.
Ghozali, I., & Latan, H. (2015). Partial least squares: Konsep, teknik dan aplikasi menggunakan program SmartPLS 3.0 untuk penelitian empiris. Semarang: Badan Penerbit UNDIP.
INDONESIA, K. P. B. (2016). Kajian Ekonomi dan Keuangan Regional Provinsi Sulawesi Selatan. Bank Indonesia.
Indonesia, R. (1999). Undang-Undang No. 8 Tahun 1999 Tentang Perlindungan Konsumen. Lembaran Negara RI Tahun, 8.
Jaldesa, A. (2015). Factors Influencing the Use of Agency Banking among Entrepreneurs: A Survey of Businesses in West Pokot Sub-County. The International Journal of Business & Management, 3(4), 305.
Jaminyasa, I. M., Pulawan, I. M., & Amerta, I. M. S. (2017). The Marketing Mix Affect on the Consumer Buying Decision (Case Study of Sausage Products at PT. Aroma Denpasar). International Journal of Social Sciences and Humanities (IJSSH), 1(2), 65-74.
Klasen, S. (2010). Measuring and monitoring inclusive growth: Multiple definitions, open questions, and some constructive proposals.
Kumra, R., & Mittal, R. K. (2004). Trust and its Determinants in Internet Banking: A Study of Private Sector Banks in India. Decision (0304-0941), 31(1).
Kustina, K. T., Dewi, I. G. A. A. O., Prena, G. D., & Utari, I. G. A. D. (2018). MSMEs Credit Distribution and Non-Performing Loan towards Banking Companies Profit in Indonesia. International Journal of Social Sciences and Humanities (IJSSH), 2(1), 10-23.
Mowen, J. (2002). C., dan Minor. M.,(2002), Perilaku Konsumen Jilid 1, Edisi Kelima (terjemahan), Erlangga, Jakarta.
Mukhlis, I. (2015). Ekonomi Keuangan dan Perbankan Teori dan Aplikasi.
OJK. (2017). Perkembangan Laku Pandai.
OJK. (2018). Otoritas Jasa Keuangan Laku-Pandai.
Otoritas Jasa Keuangan Indonesia. (2014). Salinan POJK No. 19/POJK/2014. Jakarta.
ROY, S. K., Eshghi, A., & Shekhar, V. (2011). Dimensions of trust and trustworthiness in retail banking: evidence from India. The Marketing Management, 21(1), 97-110.
Sharma, N., & Patterson, P. G. (1999). The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services. Journal of services marketing, 13(2), 151-170.
Suh, M., Greene, H., Israilov, B., & Rho, T. (2015). The impact of customer education on customer loyalty through service quality. Services Marketing Quarterly, 36(3), 261-280.
Sukirno, S. (2015). Mikro Ekonomi, Teori Pengantar, Edisi Ketiga. Jakarta : PT. RajaGrafindo Persada.
Tjiptono, F. (2014). Pemasaran Jasa-Prinsip, Penerapan, dan Penelitian. Yogyakarta: Andi Offset.
Wibowo, P. W. (2013). Branchless Banking Setelah Multilicense: Ancaman atau Kesempatan Bagi Perbankan Nasional. Bank Indonesia, Jakarta.
Copyright (c) 2018 International Journal of Social Sciences and Humanities
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.