DEVELOPMENT PLAN TO ENHANCE AGENT BANKING COMPETENCY IN BANK TEPAT SHARIA
Financial inclusion is the method of providing access to the necessary financial products and services needed by underprivileged communities, such as deprived communities and low-income populations. Several laws and initiatives to boost financial inclusion have been introduced by the Government of I...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/56876 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Financial inclusion is the method of providing access to the necessary financial products and services needed by underprivileged communities, such as deprived communities and low-income populations. Several laws and initiatives to boost financial inclusion have been introduced by the Government of Indonesia (GOI) in recent years. OJK also launched the "LakuPandai" or branchless banking initiative, which seeks to provide a basic savings account for all Indonesian people. In Indonesia, the rise in the number of agents not immediately lead to an increase in the financial services inclusion (Laku Pandai). Competence has been described as the primary factor impeding the decision to conduct branchless banking transactions in some research. Agent competency is critical in the introduction of branchless banking; it also positively affects client participation, and is supposed to increase agent efficiency. Bank Tepat Sharia obtained the agreement of OJK as one of the banks to represent Laku Pandai (Branchless Banking Services for Financial Inclusion). Declining agents and a low transaction volume have been ongoing issues in Bank Tepat Sharia. The bank is unsure if the agent's existing expertise meets the minimum criteria for an agent, or whether further improvement is needed to provide good service. In addition, the rise in customer numbers would have an effect on the officer financing's everyday working time and the bank's expenditures. With the reduction in the number of agents, the financing officer will be entirely responsible for providing financial services. Along with the lack of access to coronavirus, the importance of agent banking revitalization has risen dramatically after the first corona outbreak. This condition makes it difficult for the bank to provide its services. This research aim to create development plan to fulfill the competency gap of agents through persona quantitative approach. Based on the results of survey and analysis, it is indicates that most of the agents need immediate development. The research proposes some improvement in several fields to enhance competency of agent banking. The bank afterwards is recommended to use this finding to create a proper development plan. |
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