Branchless banking agents: Business satisfaction, continuity, and viability
Branchless banking agent business is growing in many developing countries. Agents are an extension of financial services providers to serve the last mile customers. We adopted the framework of satisfaction theory to analyze the satisfaction and business continuity of branchless banking agents. Our r...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Taylor & Francis Group
2020-01-01
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| Series: | Cogent Business & Management |
| Subjects: | |
| Online Access: | http://dx.doi.org/10.1080/23311975.2020.1823585 |
| _version_ | 1818855946640687104 |
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| author | Hilman Palaon Sudarso Kaderi Wiryono Taufik Faturohman |
| author_facet | Hilman Palaon Sudarso Kaderi Wiryono Taufik Faturohman |
| author_sort | Hilman Palaon |
| collection | DOAJ |
| description | Branchless banking agent business is growing in many developing countries. Agents are an extension of financial services providers to serve the last mile customers. We adopted the framework of satisfaction theory to analyze the satisfaction and business continuity of branchless banking agents. Our research data were collected using computer-assisted personal interviews (CAPI) from 768 branchless banking agents in Indonesia. Small business success factors are used to determine our hypotheses. Structural equation modelling (SEM) and descriptive statistics were used for data analysis. In-depth analysis was performed to assess business viability using business model canvas (BMC). Apart from financial factors, non-financial factors were also found to have influences on business owners’ satisfaction. Social contribution is one of the reasons for them to become bank agents, which is to channel social assistance programmes. We recommend financial services providers to improve agents’ skills in serving customers and to provide monthly target transactions. Finally, the reliability of supporting infrastructure, especially the Internet network and the system or applications used by agents, is required for the sustainability of this business. |
| first_indexed | 2024-12-19T08:16:41Z |
| format | Article |
| id | doaj.art-c748a353af0b4a098a31e5edffe089f9 |
| institution | Directory Open Access Journal |
| issn | 2331-1975 |
| language | English |
| last_indexed | 2024-12-19T08:16:41Z |
| publishDate | 2020-01-01 |
| publisher | Taylor & Francis Group |
| record_format | Article |
| series | Cogent Business & Management |
| spelling | doaj.art-c748a353af0b4a098a31e5edffe089f92022-12-21T20:29:29ZengTaylor & Francis GroupCogent Business & Management2331-19752020-01-017110.1080/23311975.2020.18235851823585Branchless banking agents: Business satisfaction, continuity, and viabilityHilman Palaon0Sudarso Kaderi Wiryono1Taufik Faturohman2Bandung Institute of TechnologyBandung Institute of TechnologyBandung Institute of TechnologyBranchless banking agent business is growing in many developing countries. Agents are an extension of financial services providers to serve the last mile customers. We adopted the framework of satisfaction theory to analyze the satisfaction and business continuity of branchless banking agents. Our research data were collected using computer-assisted personal interviews (CAPI) from 768 branchless banking agents in Indonesia. Small business success factors are used to determine our hypotheses. Structural equation modelling (SEM) and descriptive statistics were used for data analysis. In-depth analysis was performed to assess business viability using business model canvas (BMC). Apart from financial factors, non-financial factors were also found to have influences on business owners’ satisfaction. Social contribution is one of the reasons for them to become bank agents, which is to channel social assistance programmes. We recommend financial services providers to improve agents’ skills in serving customers and to provide monthly target transactions. Finally, the reliability of supporting infrastructure, especially the Internet network and the system or applications used by agents, is required for the sustainability of this business.http://dx.doi.org/10.1080/23311975.2020.1823585branchless bankingmobile moneybusiness modelsatisfactioncontinuityviabilityindonesia |
| spellingShingle | Hilman Palaon Sudarso Kaderi Wiryono Taufik Faturohman Branchless banking agents: Business satisfaction, continuity, and viability Cogent Business & Management branchless banking mobile money business model satisfaction continuity viability indonesia |
| title | Branchless banking agents: Business satisfaction, continuity, and viability |
| title_full | Branchless banking agents: Business satisfaction, continuity, and viability |
| title_fullStr | Branchless banking agents: Business satisfaction, continuity, and viability |
| title_full_unstemmed | Branchless banking agents: Business satisfaction, continuity, and viability |
| title_short | Branchless banking agents: Business satisfaction, continuity, and viability |
| title_sort | branchless banking agents business satisfaction continuity and viability |
| topic | branchless banking mobile money business model satisfaction continuity viability indonesia |
| url | http://dx.doi.org/10.1080/23311975.2020.1823585 |
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