Financial inclusion through agent banking in Bangladesh: opportunities and challenges

Financial inclusion aims to include the unbanked population in the official financial system. To quickly serve the unbanked population, this study aims to investigate the concept of agent banking as a means of financial inclusion and to assess the elements that influence the acceptance of agent banking in Bangladesh. The study also covered the main advantages of agent banking and pertinent barriers to its adoption. Using a basic judgmental sampling technique, 195 respondents from the Chittagong region made up the study's sample. Face-to-face interviews and a structured questionnaire were used to collect the data. The impact was investigated using statistical measures such as mean, standard deviation, correlation, and regression. Kendall's W test, also known as Kendall's coefficient of concordance, was utilized to evaluate the benefits and drawbacks of accepting agent banking in this study. According to the result, there is a significant positive correlation between acceptance of agent banking and independent variables - perceived trust, convenience, perceived risk, awareness, and service quality. The study also found that easy banking is the key reason for agent banking, marked by the respondents, followed by the nearest location and adding new customers. Lack of training is the major challenge, followed by a lack of logistic support and cyber security risk in implementing agent banking in Bangladesh. Key Words:Agent banking, financial inclusion, acceptance, opportunity, challenge