The role of agent characteristics on the BSN's financial inclusion performance

Financial inclusion is widely recognised as one of the engines of inclusive growth of any country. It can be accessed through agency banking at affordable costs and serves the low-income segments of society to facilitate investment and economic growth in the country. Bank Simpanan Nasional (BSN), as...

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Main Author:	Bahiah, A Malek
Format:	Thesis
Language:	eng eng eng eng
Published:	2018
Subjects:	HG Finance
Online Access:	https://etd.uum.edu.my/8767/1/Depositpermission-not%20allow_s94697.pdf https://etd.uum.edu.my/8767/2/s94697_01.pdf https://etd.uum.edu.my/8767/3/s94697_02.pdf https://etd.uum.edu.my/8767/4/s94697_references.docx
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id	my-uum-etd.8767
record_format	uketd_dc
spelling	my-uum-etd.87672021-10-31T02:41:06Z The role of agent characteristics on the BSN's financial inclusion performance 2018 Bahiah, A Malek Mohtar, Shahimi Ariffin, Ahmad Shahbudin College of Business (COB) College of Business (COB) HG Finance Financial inclusion is widely recognised as one of the engines of inclusive growth of any country. It can be accessed through agency banking at affordable costs and serves the low-income segments of society to facilitate investment and economic growth in the country. Bank Simpanan Nasional (BSN), as a community bank, has been mandated to provide suitable financial services to facilitate the economic growth in Malaysia. However, Bank Simpanan Nasional (BSN) faces various challenges in implementing financial inclusion. Extensive literature review shows that infrastructure cost, security, customer protection, and agent characteristics as moderators need to be studied for a better understanding of the performance of financial inclusion. Therefore, the purpose of this study, which is guided by agency theory, is to investigate the relationship between infrastructure cost, security, customer protection, agent characteristic, and performance of financial inclusion of Bank Simpanan Nasional (BSN). A cross-sectional survey was carried out among employees of Bank Simpanan Nasional (BSN), who liaise directly with the agents. The study employed stratified random sampling with a sample size of 400. Multiple regression and hierarchical regression analyses were used. The findings show that infrastructure cost, security, and agent characteristics have a positive relationship with financial inclusion performance, while customer protection is found negatively related. The result of the hierarchical regression analysis (moderation test) reveals that agent characteristics moderate security, customer protection, and performance of financial inclusion relationship. These results offer practical insights to policymakers to make better policy to enhance financial inclusion. Finally, the research limitations and recommendations for future research are outlined. 2018 Thesis https://etd.uum.edu.my/8767/ https://etd.uum.edu.my/8767/1/Depositpermission-not%20allow_s94697.pdf text eng staffonly https://etd.uum.edu.my/8767/2/s94697_01.pdf text eng staffonly https://etd.uum.edu.my/8767/3/s94697_02.pdf text eng public https://etd.uum.edu.my/8767/4/s94697_references.docx text eng public other doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng eng
advisor	Mohtar, Shahimi Ariffin, Ahmad Shahbudin
topic	HG Finance
spellingShingle	HG Finance Bahiah, A Malek The role of agent characteristics on the BSN's financial inclusion performance
description	Financial inclusion is widely recognised as one of the engines of inclusive growth of any country. It can be accessed through agency banking at affordable costs and serves the low-income segments of society to facilitate investment and economic growth in the country. Bank Simpanan Nasional (BSN), as a community bank, has been mandated to provide suitable financial services to facilitate the economic growth in Malaysia. However, Bank Simpanan Nasional (BSN) faces various challenges in implementing financial inclusion. Extensive literature review shows that infrastructure cost, security, customer protection, and agent characteristics as moderators need to be studied for a better understanding of the performance of financial inclusion. Therefore, the purpose of this study, which is guided by agency theory, is to investigate the relationship between infrastructure cost, security, customer protection, agent characteristic, and performance of financial inclusion of Bank Simpanan Nasional (BSN). A cross-sectional survey was carried out among employees of Bank Simpanan Nasional (BSN), who liaise directly with the agents. The study employed stratified random sampling with a sample size of 400. Multiple regression and hierarchical regression analyses were used. The findings show that infrastructure cost, security, and agent characteristics have a positive relationship with financial inclusion performance, while customer protection is found negatively related. The result of the hierarchical regression analysis (moderation test) reveals that agent characteristics moderate security, customer protection, and performance of financial inclusion relationship. These results offer practical insights to policymakers to make better policy to enhance financial inclusion. Finally, the research limitations and recommendations for future research are outlined.
format	Thesis
qualification_name	other
qualification_level	Doctorate
author	Bahiah, A Malek
author_facet	Bahiah, A Malek
author_sort	Bahiah, A Malek
title	The role of agent characteristics on the BSN's financial inclusion performance
title_short	The role of agent characteristics on the BSN's financial inclusion performance
title_full	The role of agent characteristics on the BSN's financial inclusion performance
title_fullStr	The role of agent characteristics on the BSN's financial inclusion performance
title_full_unstemmed	The role of agent characteristics on the BSN's financial inclusion performance
title_sort	role of agent characteristics on the bsn's financial inclusion performance
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2018
url	https://etd.uum.edu.my/8767/1/Depositpermission-not%20allow_s94697.pdf https://etd.uum.edu.my/8767/2/s94697_01.pdf https://etd.uum.edu.my/8767/3/s94697_02.pdf https://etd.uum.edu.my/8767/4/s94697_references.docx
_version_	1747828456066908160

The role of agent characteristics on the BSN's financial inclusion performance

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