Developing BSI Agent Networks to Strengthen IslamicBanking ‎Financial Inclusion: Insights from anAnalytic Network Pro‎cess Study

  • Authors

    • Ismul Fakhri Lubis Universitas Islam Negeri Sumatera Utara, Sumatera Utara, Indonesia
    • Azhari Akmal Tarigan Universitas Islam Negeri Sumatera Utara, Sumatera Utara, Indonesia
    • Andri Soemitra Universitas Islam Negeri Sumatera Utara, Sumatera Utara, Indonesia
    • Muhammad Rizal Universitas Negeri Medan, Sumatera Utara, Indonesia
    • Kaswinata STEBIS Al Ulum, Sumatera Utara, Indonesia
    https://doi.org/10.14419/kacgjs68

    Received date: January 17, 2026

    Accepted date: February 10, 2026

    Published date: February 19, 2026

  • Bank Syariah Indonesia Agents; Islamic Banking; Financial Inclusion; Analytic Network Process; Agent Banking

  • Abstract

    This study examines strategies for developing Islamic banking financial inclusion services through Bank Syariah Indo-‎nesia (BSI) Agents as extended outlets for reaching underserved communities. Despite Indonesia’s large Muslim popula-‎tion, the outreach and service quality of Islamic banking remain limited compared to conventional banks, driven by ‎human resource constraints, unattractive incentive structures, limited product and service features, aggressive competi-‎tion from conventional bank agents, and inadequate infrastructure in remote areas. To address these challenges, this ‎study employs the Analytic Network Process (ANP) using a qualitative approach based on expert judgment. Primary ‎data were collected through in-depth interviews with five expert informants comprising academics, BSI practitioners, ‎and regulators. Data collection involved observation, interviews, questionnaires, documentation, and literature review, ‎and the analysis was conducted using the Super Decisions software. Kendall’s Coefficient of Concordance (W) was ap-‎plied to assess the level of agreement among experts. The results indicate that the most critical constraints are low em-‎ployee awareness, limited agent competence, unattractive incentive structures, and infrastructure limitations in remote ‎areas. Priority solutions include increasing dedicated human resources for agent management, integrating agent perfor-‎mance into key performance indicators (KPIs), expanding product and service features, and strengthening below-the-line ‎promotion. At the strategic level, the findings highlight the importance of strengthening human resources, developing ‎robust and user-friendly digital agent platforms, and implementing cluster-based agent management. The Kendall’s W ‎values indicate a moderate level of expert agreement, supporting the robustness of the ANP results. This study contrib-‎utes to the literature on Islamic banking and financial inclusion by providing empirical, strategy-oriented insights into the ‎development of agent-based Islamic banking services. The findings offer practical implications for banks, regulators, ‎and policymakers seeking to strengthen inclusive, sustainable, and competitive Islamic banking ecosystems‎.

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  • How to Cite

    Lubis, I. F. ., Tarigan, A. A. ., Soemitra, A., Rizal, M., & Kaswinata. (2026). Developing BSI Agent Networks to Strengthen IslamicBanking ‎Financial Inclusion: Insights from anAnalytic Network Pro‎cess Study. International Journal of Accounting and Economics Studies, 13(2), 262-268. https://doi.org/10.14419/kacgjs68