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...

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Autores principales:	Hilman Palaon, Sudarso Kaderi Wiryono, Taufik Faturohman
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2020
Materias:	branchless banking mobile money business model satisfaction continuity viability indonesia Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/c748a353af0b4a098a31e5edffe089f9
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spelling	oai:doaj.org-article:c748a353af0b4a098a31e5edffe089f92021-12-02T18:23:49ZBranchless banking agents: Business satisfaction, continuity, and viability2331-197510.1080/23311975.2020.1823585https://doaj.org/article/c748a353af0b4a098a31e5edffe089f92020-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2020.1823585https://doaj.org/toc/2331-1975Branchless 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.Hilman PalaonSudarso Kaderi WiryonoTaufik FaturohmanTaylor & Francis Grouparticlebranchless bankingmobile moneybusiness modelsatisfactioncontinuityviabilityindonesiaBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 7, Iss 1 (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	branchless banking mobile money business model satisfaction continuity viability indonesia Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	branchless banking mobile money business model satisfaction continuity viability indonesia Business HF5001-6182 Management. Industrial management HD28-70 Hilman Palaon Sudarso Kaderi Wiryono Taufik Faturohman Branchless banking agents: Business satisfaction, continuity, and viability
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.
format	article
author	Hilman Palaon Sudarso Kaderi Wiryono Taufik Faturohman
author_facet	Hilman Palaon Sudarso Kaderi Wiryono Taufik Faturohman
author_sort	Hilman Palaon
title	Branchless banking agents: Business satisfaction, continuity, and viability
title_short	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_sort	branchless banking agents: business satisfaction, continuity, and viability
publisher	Taylor & Francis Group
publishDate	2020
url	https://doaj.org/article/c748a353af0b4a098a31e5edffe089f9
work_keys_str_mv	AT hilmanpalaon branchlessbankingagentsbusinesssatisfactioncontinuityandviability AT sudarsokaderiwiryono branchlessbankingagentsbusinesssatisfactioncontinuityandviability AT taufikfaturohman branchlessbankingagentsbusinesssatisfactioncontinuityandviability
_version_	1718378123239620608

Branchless banking agents: Business satisfaction, continuity, and viability

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