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Muhadjir Anwar
Universitas Pembangunan Nasional Veteran Jawa Timur
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Journal : Economics and Business Journal

 1 
The Role of Trust In Mediating Personal Selling and Customer Experience Towards The Decision To Save at BPR Syariah: Study at BPRS Baiturridha Pusaka-Bandung Hindun, Kiftiah; Anwar, Muhadjir; Purwanto, Sugeng
Economics and Business Journal (ECBIS) Vol. 3 No. 6 (2025): September
Publisher : PT. Maju Malaqbi Makkarana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ecbis.v3i6.244

Abstract

This research is motivated by the importance of building customer trust inencourage customer interest and decisions to save regularly at BPR Syariah, especially through strengthening personal selling marketing communication strategies and positive service experiences. The main theory underlying this research is the Theory of Planned Behavior (TPB). This research aims to analyze (1) the influence of personal selling on saving decisions, (2) the influence of customer experience on saving decisions, (3) to determine whether trust mediates the relationship between personal selling and saving decisions, (4) to determine whether trust mediates the relationship between customer experience and saving decisions at BPRS Baiturridha Pusaka-Bandung. This study uses a quantitative approach through the Structural Equation Modeling–Partial Least Squares (SEM–PLS) method. The sample consisted of 120 active customer respondents of BPRS Baiturridha Pusaka-Bandung selected using a probability sampling technique through a simple random sampling approach, where each member of the population has an equal chance of being selected as a respondent. Data collection was carried out through the distribution of structured questionnaires and analyzed using Smart PLS software version 3.0. The results of the study show that (1) Personal Selling does not influence the decision to save (2) Customer Experience has a positive and significant influence on the Decision to Save (3) Trust is not proven to significantly mediate the relationship between personal selling and the decision to save (4) Trust is proven to significantly mediate the relationship between customer experience and the decision to save. These findings confirm that in the context of BPR Syariah, positive customer experience is the main factor in forming trust and driving savings behavior
The Effect Of Trust And Commitment On Customer Loyalty Of Bprs Botani Bina Rahmah With Customer Satisfaction As a Mediation Variable Faizin, Ayi Hilman; Yuniningsih; Anwar, Muhadjir
Economics and Business Journal (ECBIS) Vol. 4 No. 2 (2026): January
Publisher : PT. Maju Malaqbi Makkarana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ecbis.v4i2.291

Abstract

This research is motivated by the importance of building and maintaining customer loyalty at the Botani Bina Rahmah Sharia Rural Financing Bank (BPRS), a financial institution that plays a strategic role in strengthening the sharia-based economy and promoting financial inclusion at the micro level. The phenomenon of increasing account openings without a corresponding increase in customer retention indicates challenges in managing long-term relationships with customers. Trust and commitment are believed to be important factors in creating loyalty, but the effectiveness of both is often influenced by the level of customer satisfaction. Therefore, this study was conducted to analyze satisfaction as a mediating variable in the relationship between trust and commitment and customer loyalty. This study aims to analyze: (1) the effect of trust on customer loyalty, (2) the effect of commitment on customer loyalty, (3) the effect of trust on loyalty through customer satisfaction as a mediating variable, and (4) the effect of commitment on loyalty through customer satisfaction as a mediating variable. The research approach used is quantitative with a cross-sectional design. Data were collected by distributing Likert-scale questionnaires to 100 active customer respondents of BPRS Botani Bina Rahmah. Data analysis was carried out using Structural Equation Modeling–Partial Least Squares (SEM–PLS) with the help of SmartPLS software to test the validity and reliability of constructs and the relationships between variables in the structural model. The results of the study indicate that trust has a positive and significant effect on customer loyalty, while commitment does not have a significant direct effect on loyalty. Customer satisfaction is proven to act as a significant mediating variable in the relationship between trust and loyalty, as well as between commitment and loyalty. These findings confirm that BPRS customer loyalty is more influenced by the level of trust and satisfaction built through service quality and conformity to Sharia values. Practically, BPRS management needs to strengthen contract transparency, improve service consistency, and optimize digital channels to strengthen trust, increase satisfaction, and ultimately encourage sustainable customer loyalty.
Co-Authors Adi, Faisal Rahman Adisari, Alfigo Ahnaf, Ryan Akhmad Fauzi amalutstsani, wulida yusr Amin, Maulana Ferdy Ashshobuur Anissa Hafidza Pristi Annisa Ayu Salsabillah Ardani, Fadila Naura Arief Bachtiar Arkha Kunta Wijaya Trus Hayu Ayundha Evanthi Ayundha Evanthi Budianto, Damis Veri Cahyaningtyas, Berlin My Anggelita Pramesthi Damayanti, Titik Fanani Delyma Agusti Meitasari Devinta Nur Arumsari Dhani Ichsanuddin Nur Dianita Savitri Anggraeni Dita Wahyu Permata Sari Diyanti, Normalinda Dominikus Aditya Fitriyanto Dwi Kumalasari Eko Purwanto Eko Purwanto Eko Purwanto Eko Purwanto Eko Purwanto Eko Purwanto Ervanto, Khansa Florensa Evanthi , Ayundha Fabian Farandori Faizin, Ayi Hilman Fani Khoirotunnisa Fatmala, Nur Indah Fendy Yulianto Firnanda, Ahmad Bima G. Oka Warmana G. Oka Warmana, G. Oka Gendut Sukarno Hanafi, Yogie Dwi Hardi, Ilham Herdiyanti, Azzahra Putri Heryandya, Dinandara Aliya Rahma Hesty Prima Rini Hindun, Kiftiah Ida Ayu Putu Sri Widnyani Iftikhar, Rahila Imelda Fadilah Inola Gravinova Saputri Ira Wikartika Ira Wikartika, Ira Keyko Kineta Endarwantika Khusaini, Imron Nur Kirono, Larasati Putri Laura Geovani Rumahorbo Lia Agustin Lia Agustin Lia Rizqy Wulantari LItausiil Rizqi LItausiil Rizqi Loren Surmila Br Surbakti Lutfy Ameilia Margono, Rizky Fernanda Martha Hendrati, Ignatia Maxymillianus Leo Meivira, Dira Minto Waluyo Mohhanto, Ardo Muhammad Al Hakim Danurwindo Mumtazah, Muhammad Rizqi Muti'ah, Annisaul Mutiara Cindy Ramadhani Nadila Rizkiwati Ni'mah, Nailatun Ningrum, Khotija Hadi Nio Indra Satata Nirmalasari Nirmalasari Normalinda Diyanti Nur Alifa Misbach Nurhanani, Anjar Dyah Odelia, Evi Maya Orlando, Gerry Hutama Pebriasanty, Neny Dwi Permatasari, Salsabila Ayu Pitaloka, Nabella Rosa Anggun Prasetyo Moelyadi, Iman Puspitasari, Nawar Tri Putri, Nabilah A. Rahmatullah, Rendy Adetya Ramadhan, Dea Zahwa Ramadhani, Novita Eka Aulia Ramadhani Revalasha, Niken Rezza Lutviana Suryahadi Rizkiyati, Nelista Rizkyatul Nadhifah Sabda Alam Sahda Zerlinda Sakti, Angela Tiara Salsabila Ayu Permatasari Salsabillah, Annisa Ayu Sefia Intan Permatasari Seto, Adhimas Kunto Haryo Shafiria Widyatamaka Shinta Arianti Shinta Arianti Sisilia Suci Yunitasari Suci Yunitasari Siti Aisyah Romadhoni Soetomo, Noro Garudomurti Sugeng Purwanto Tiara Indah Febiyanti Titik Fanani Damayanti Tri Kartika Pertiwi Win, Thinzar Wiwik Handayani Wulandari, Puput Yuniningsih Yustiawan, Arealdo Robiq Zeny Amanda Eman Ratu Zumrotul Fitriyah