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Journal : INTERNATIONAL JOURNAL OF CULTURAL AND SOCIAL SCIENCE

THE EFFECT OF AGENT COMPETENCY, PERFORMANCE AND COMMUNICATION IN INCREASING CUSTOMER TRUST IN PT. ASURANSI UMUM BUMI PUTERA MUDA 1967 MEDAN BRANCH Ujung, Siti Khoiriyah Karina; Lubis , Fauzi Arif; Nasution, Yenni Samri Juliati
International Journal of Cultural and Social Science Vol. 6 No. 3 (2025): International Journal of Cultural and Social Science
Publisher : Pena Cendekia Insani

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53806/ijcss.v6i3.1114

Abstract

Customer trust is a major factor in the insurance industry, especially in maintaining customer loyalty and increasing business growth. The purpose of this study was to study the influence of agent performance and communication with PT Asuransi Umum Bumi Putera Muda 1967 Medan Branch Office on the level of customer trust. This study was conducted with a quantitative approach through the use of the structural equation method (PLS-SEM). Data were collected from 89 customers who were currently active in the company. The results showed that agent performance did not have a significant effect, but agent ability and communication had a significant positive impact on customer confidence. The findings of this study revealed that increasing competence can strengthen consumer trust and agent communication, while increasing agent performance does not directly increase customer trust. Therefore, companies need to emphasize agent competency training and strengthen effective communication with customers in order to improve long-term relationships.
THE ROLE OF BAZNAS NORTH SUMATRA PROVINCE IN ENCOURAGING SUSTAINABLE DEVELOPMENT GOALS (SDGS) THROUGH SOCIAL IMPACT-BASED ZAKAT ACCOUNTING Lubis, Muhammad Alpansyah; Nasution, Yenni Samri Juliati; Nasution, Muhammad Lathief Ilhamy
International Journal of Cultural and Social Science Vol. 6 No. 4 (2025): International Journal of Cultural and Social Science
Publisher : Pena Cendekia Insani

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53806/ijcss.v6i4.1192

Abstract

Achieving the Sustainable Development Goals (SDGs) requires cross-sector collaboration, including in zakat management. BAZNAS North Sumatra Province is strategically positioned to support the achievement of SDGs 1, 4, and 8 through a productive zakat program. However, reporting practices that still emphasize financial output aspects make measuring social impact less than optimal. Examining the role of BAZNAS North Sumatra Province in encouraging the achievement of SDGs through the implementation of social impact-based zakat accounting, with a focus on the effectiveness of business capital assistance programs and assistance in completing student final assignments. This study uses a descriptive-explanatory design with a mixed methods approach. Qualitative data were collected through interviews, observations, and document reviews, while quantitative data were analyzed using the Social Return on Investment (SROI) framework on 54 beneficiary respondents. The business capital assistance program increased the average income of mustahik by 20.58% with an SROI ratio of 1:2.83, and encouraged independence and self-confidence. Meanwhile, the thesis completion assistance program accelerated graduation, enabled 100% of its recipients to obtain employment, and achieved an SROI ratio of 1:7.87. Both programs significantly contribute to the achievement of SDGs 1, 4, and 8. This research combines the application of social impact-based zakat accounting with quantitative SROI measurements at the provincial BAZNAS level. The results provide empirical evidence of zakat's role in supporting the SDGs and offer an outcome-based evaluation model with potential adaptation in other regions.
Co-Authors Aditya Gede Pratama Agustina, Surya AHMADI Aini, Rija Akmal Akmal Alfian, Ian Amini, Salisa Andri Soemitra Anjani, Dina Aqwa Naser Daulay Ardiansyah, Reza Restu Arifianti, Sari Maharani Arifin Fauzi Lubis Arismunandar, M. Fizdian Aritonang, Solahuddin Arnasyah, Indah Dwi Arnida Wahyuni Lubis Asmuni Asmuni Asra, M Rifki Atika Atika Aulia, Mahani Faiza Azhari Akmal Tarigan Aziva, Zahra Batubara, Khairul Faiz Budi Harianto, Budi Candra, Jeki Damanik, Nursapa Indah Damayanti, Putri Merry Dhian Rosalina, Dhian Erianto, Ridho Fahmi Fauzi Faizin, Mu'adil Fatika, Siti Fazhillah, Audi Firdaus Firdaus Fitri Amalia Ghifari, Abu Dzar Al Habibi, Adnan Hanin, Haya Fadiyah Harahap, Ikhsan Harahap, Rahmat Daim Harahap, Sinta Lestari Harahap, Siti Tasya Zulaikha Harahap, Suci Ardilla Ramadhani Hasrimy, Nabila Felicia Hasugian, Hotbin Hendra Harmain Hilmi, Hafizh Husna, Rifdah Nur ilham khairi, ilham Indradewa, Rhian Jambak, Arya Neta Adinda Juliana Nasution K, Kamilah Karo Karo, Robby Adriano Khairil Ihsan Kusmilawaty, Kusmilawaty Laila Maisaroh Laylan Syafina Lubis, Armida Wahyuni Lubis, Muhammad Alpansyah Lubis, Muhammad Arif Fadhillah Lubis, Nurul Rafiqoh Lubis, Septiana Sara M. Iqbal M. Yogi Riyantama Isjoni Mahyudin Mahyudin Maisyaroh, Tetti Manik, Azizah Zaniana Marbun, Astri Novia Marliyah, Marliyah Martua Hsb, Rahmat Meliala, Endah Sabrina Br. Meutia Dewi, Meutia Miranty, Fadilla Muhammad Andi Prayogi Muhammad Fikri Muhammad Ilham Muhammad Lathief Ilhamy Nasution Muhammad Ramadhan Muhammad Syahbudi Muhammad Syukri Albani Nasution Muhammad Trinanda Muhammad Yafiz, Muhammad Muliani, Siska Munthe, Yusromuin Musfirah, Aisyah Fithri Mutiara, Mutiara Manalu Mutthaqin, Muhammad Satrya Nabila, Fatya Nasution, Annio Indah Lestari Nasution, Juliana Nasution, M. Lathief Ilhamy Nasution, Riska Amelia Nayla Hadisti Nazli, Putri Ningtias, Sinar Ayu Novia, Raisyah Arta Nst, Aida Ulviani Nur Fadhilah Ahmad Hasibuan Nur, Dara Lutfiah Nur, Mukhlish Muhammad Nurfi, Indah Nurhasanah, Upik Nurhayati Nurhayati Nurhudawi, Nurhudawi Nurma Ningsih, Sri Wahyuni Nursantri Yanti Nurul Inayah Nurul Jannah Nurwani Nurwani Nurwani, Nurwani Osman Ali Pakpahan, Elpianti Sahara Pane, Aulia Ramadani Parikesit, Wuri Pasaribu, Siti Nuridah Pase, Fahreza Akbar Prayoga, Rizky Ananda Purba, Elsa Pinika Putri Putri, Hanifah Restu Putri, Tasya Alya Rahma Fitria Rahmah, Nuzulliah Rahmani, Nur Ahmadi Bi Rahmi Syahriza Rahmi Syahriza, Rahmi Ramadhan, Dony Tri Rambe, Meisyah Rangkuty, Fathia Mawaddah Ritonga, Mirwansyah Ritonga, Wardoni Hikman Rohmadi Rohmadi Rozika, Aura Tania Sagala, Putri Wulandini Salwa, Fany Saparuddin Siregar Saragih, Siti Ramadhani Sari Wahyuni Sari, Aida Malan Sari, Khasnita Selly Septiani Setriani, Eva Nur Shifah, Layyinatus Sirait, Frida Yanti Siregar , Saparuddin Siregar, Erry Zulkifly Siregar, Lukman Hakim Siregar, Mufti Al Mumtaz Siregar, Nabilah Hannani Siregar, Pani Akhiruddin Siregar, Retnawati Siti Asiam Sitio, Ayu Lestari Situmorang, Harudini Nizar Suhardiman Suhardiman Sultoni, Ahmad Alauddin Syahfitri , Ananda Syakir, Ahmad Syamsiar, Syamsiar Syifa, Naila Jayida Tambunan, Khairina Tanjung, Ayu Wulandari S. Tuti Anggraini Ujung, Siti Khoiriyah Karina Venny Fraya Hartin Nst Wahyu Syarvina Wandasari, Dila Windari, Fitri Yuannisa, Rizka Adlia Yunisa, Widya Yunus, Hesty Ananta Yusrizal Yusrizal Zain, R. Dedy Chairil Zainur, Zainur Zakia, Maulida Ummi Zannah, Izzatul Zulferry, Diva Mumtazah Putri