The findings are important because financial inclusion is a key national agenda in Indonesia to reduce poverty, narrow regional disparities, and strengthen grassroots economic activity. By bringing banking services closer to communities, Laku Pandai helps residents save time, reduce transaction costs, and participate more actively in the formal financial system.
Why Financial Access Matters
Many residents of Percut Sei Tuan live far from bank branches in Medan City. Distance, transportation costs, and limited time have made formal banking impractical, especially for informal workers and small traders. As a result, financial exclusion remains high, despite growing economic activity in the area.
To address this gap, the Financial Services Authority (OJK) introduced the Laku Pandai program, allowing banks to deliver services through trusted community agents supported by digital technology. These agents act as a bridge between banks and communities that are difficult to reach by traditional banking infrastructure.
How the Study Was Conducted
The researchers used a qualitative approach, combining field observations, in-depth interviews, and document analysis. Data were collected from Laku Pandai agents—particularly BRI Link agents—local government officials, and community members in Percut Sei Tuan District. This approach allowed the researchers to capture real experiences and everyday practices surrounding the use of branchless financial services.
Key Findings from the Field
The study found that Laku Pandai has improved access to financial services in several concrete ways:
- Residents can now open bank accounts, save money, transfer funds, and pay bills within their villages.
- BRI Link agents handle an average of 100–200 transactions per day, especially during social assistance distribution periods.
- Transaction costs and travel time have decreased significantly, encouraging more frequent use of banking services.
- Trust in formal financial institutions has increased because agents are usually local figures already known in the community.
As noted by Sofyana Zulfi of Universitas Sumatera Utara, close social relationships between agents and residents play a crucial role in building confidence and encouraging people to move away from cash-based transactions.
Challenges That Remain
Despite its positive impact, the program still faces obstacles. The study highlights several key challenges:
- Low financial and digital literacy, particularly among older residents.
- Unstable internet networks in some villages, disrupting transactions during peak hours.
- Limited agent capacity, including transaction capital and security risks.
- Ongoing risks of fraud, requiring agents to actively educate customers about safe financial practices.
These challenges show that expanding access alone is not enough; continuous education, infrastructure improvement, and supervision are also essential.
Broader Impact on Communities and the Economy
Beyond access, Laku Pandai has generated tangible economic benefits. Several agents reported income increases of up to 30 percent, while local businesses found it easier to pay suppliers and manage cash flow. The program also strengthens digital inclusion by familiarizing residents with non-cash transactions and basic financial management. The researchers emphasize that Laku Pandai functions not only as a banking service, but also as a catalyst for local economic growth and a practical tool for inclusive development.
Implications for Policy and Practice
The study suggests that government agencies and OJK should continue expanding Laku Pandai, while strengthening agent training, digital infrastructure, and consumer protection. Banks are encouraged to improve agent support systems and provide more reliable transaction technology. At the community level, financial education remains critical to ensure long-term sustainability.
Author Profiles
- Sofyana Zulfi, S.AP. - Universitas Sumatera Utara
- Asima Yanty S. Siahaan, S.Sos., M.Si. - Universitas Sumatera Utara
- Tunggul Sihombing, S.Sos., M.Si. - Universitas Sumatera Utara
Research Source
Zulfi, S., Siahaan, A. Y. S., & Sihombing, T. (2026).
Implementation of Officeless Financial Services Program in the Framework of Inclusive Financial (Laku Pandai) to Improve Accessibility of Financial Services to the Community in Percut Sei Tuan District.
International Journal of Business and Applied Economics, Vol. 5 No. 1.
DOI: 10.55927/ijbae.v5i1.522
Official URL: https://nblformosapublisher.org/index.php/ijbae
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