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Abstract

Purpose: This research aims to determine the effect of Agen BRILink's service quality and accessibility on community financial inclusion, hypothesizing positive and significant partial and simultaneous impacts.


Research Method: A quantitative descriptive survey was conducted with 100 purposively sampled respondents (at least 18 years old, residents, and active users) in Manggelewa Sub-district, West Nusa Tenggara. The independent and dependent variables were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) in SmartPLS 3.0.


Results and Discussion: Service quality and accessibility positively and significantly increase financial inclusion, both in partial and simultaneous effects. The structural model explains 68.9% of the variance in financial inclusion, with accessibility as the dominant driver, with a much larger effect size than service quality.


Implications: Banks and financial authorities should prioritize rural spatial mapping for new agent placements and strengthen technical assistance to help agents maintain consistent transaction service.


Originality: This study uniquely examines the effectiveness of branchless banking directly at the rural sub-district level, highlighting the interaction between geographical infrastructure barriers and grassroots financial behavior.

Keywords

financial inclusion agen BRILink service quality accessibility branchless banking

Article Details

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This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Anang, A., Subhan, E. S., & Ramadhan, R. (2026). The Impact of Service Quality and Accessibility of BRILink Agents on Financial Inclusion. Advances in Management & Financial Reporting, 4(3), 621–631. https://doi.org/10.60079/amfr.v4i3.963
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