Licensed Lenders' Services to Indonesian SMEs: 'Mystery Shopping' Results
Bibliographic record
Abstract
Formal Indonesian lenders see small firms in particular as the main opportunity for expanding their financial services business. How does this translate into the experience of a small firm owner who applies for a loan? This question is addressed by 52 “mystery shopping” visits to 26 lenders in the Jakarta region. Three areas are investigated: service quality, competition and cross selling. The results show that service quality has significant room for improvement. While there is considerable scope for competition among lenders, with substantial variation across banks in terms of products offered and loan requirements, there is very little variation within a bank branch, i.e., most banks offered just one product to the customer. Very little cross-selling is done, indicating a real opportunity for improvements in service. Overall, the lack of proactive service by lenders places the burden of identifying superior financial products squarely with small firms.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.003 | 0.013 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.001 | 0.000 |
| Bibliometrics | 0.001 | 0.001 |
| Science and technology studies | 0.002 | 0.001 |
| Scholarly communication | 0.003 | 0.002 |
| Open science | 0.001 | 0.003 |
| Research integrity | 0.001 | 0.001 |
| Insufficient payload (model declined to judge) | 0.015 | 0.002 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".