Title: The improvement of firm performance and sustainability: militancy, customer focus, and bank agent experience as a moderating agent

Authors: Osbal Saragi Rumahorbo; Suhadak; Solimun; Kadarisman Hidayat

Addresses: Brawijaya University, Malang, 65145, Indonesia ' Brawijaya University, Malang, 65145, Indonesia ' Brawijaya University, Malang, 65145, Indonesia ' Brawijaya University, Malang, 65145, Indonesia

Abstract: The purpose of this study is to apply SEM analysis with WarpPLS analysis and translate financial performance and firm sustainability, especially for Bank Rakyat Indonesia's customer focus. The research was divided into three: exploratory research, descriptive research and explanatory research. Quantitative approaches in this research used a survey method by taking a sample from the population. This research produces the proposition that performance and sustainability should pay attention to militancy, bank agent experience and customer focus. Over this time, firm performance and firm sustainability improvement are often difficult to implement because there is still a lot of confusion in increasing the number of transactions, total customer, and profit-oriented cross-selling while at the same time impacting on improving social and economic conditions. The application concept of militancy is broadened to strategic management, initially a variable in human resource management, especially in BRILink agent.

Keywords: sustainability; performance; militancy; customer focus; experience; agent bank; BRI bank.

DOI: 10.1504/IJBIR.2022.124913

International Journal of Business Innovation and Research, 2022 Vol.28 No.4, pp.542 - 560

Received: 01 Jun 2020
Accepted: 14 Jul 2020
Published online: 15 Aug 2022 *

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