Shelfi Malinda, Dian Masyita, Sulaeman R. Nidar, Mokhamad Anwar
The purpose of this study was to analyze the influence of agent’s competencies as bank partners on their work engagement on branchless banking implementation which is one of the banking innovations. This study uses a survey method with the collection of primary data sources. The sample of this study was 85 bank agents in Palembang, Indonesia. Data were analyzed using descriptive statistics and regression analysis with Partial Least Square (PLS) - SEM technique. The results of this study indicate that agent’s competency has a significant positive effect on agency work engagement. In other words, the higher the competency of the agent, the higher the work engagement with the partner bank. This study contributes to branchless banking studies that have never discussed the work engagement of agent. Subsequent studies are suggested to explore other factors besides competencies that can influence the agent's work engagements. In addition, it is also recommended to analyze the effect on the performance of agents both directly and through their work engagement to the bank. For the banking world, practically synergy between the government and the bank implementing branchless banking is recommended to periodically analyze the competency and work engagement of agents in an effort to sustain branchless banking.