THE ROLE OF MINI BANKING IN IMPROVING FINANCIAL LITERACY THROUGH AN EXCELLENT SERVICE APPROACH

Poppy Indah Lestari, Alya Saskia Putri, Anggi Sartika Rahman, Umar Bain

Abstract


This study sought to define the extent of involvement of mini banks in creating excellent service for public financial literacy. This research employed a qualitative approach using the case study method with 20 respondents, consisting of customers and mini banking officers. The data were obtained through in-depth interviewing and focus group discussion and analyzed using thematic analysis. Among the results was that: the majority of customers had only basic knowledge in financial products, but did not have investments or insurance product knowledge. What were noted here as positive experiences regarding the service offered by mini banking officers are likely to encourage improved financial literacy although waiting time and jargons exist. Suggestions from respondents were to simplify the information and put up digital media for financial literacy. This indeed attests that mini banking has a lot of promises for public financial literacy if quality service provision and education programs were constantly upgraded. The results of this study could, therefore, provide an important avenue for strategy formation on improving financial literacy in the future.

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References


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DOI: https://doi.org/10.3059/insis.v0i0.22955

DOI (PDF): https://doi.org/10.3059/insis.v0i0.22955.g13149

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