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. Keywords: Agent Use; Laku Pandai; Customer Trust; Customer Benefits; Consumer Education