Improvement of Firm Performance and Sustainability: Militancy, Strategic Entrepreneurship and Customer Focus, with Bank Agent Experience as Moderator

10.6186/IJIMS.202106_32(2).0003

Osbal Saragi Rumahorbo；Sri Mangesti Rahayu；Suhadak；Solimun；Kadarisman Hidayat

sustainability ； performance ； militancy ； strategic entrepreneurship ； customer focus ； experience ； agent bank ； bumn indonesia

International Journal of Information and Management Sciences

32卷2期（2021 / 06 / 01）

141 - 155

英文

The purpose of this research is to apply SEM analysis with WarpPLS analysis and translate financial performance and firm sustainability for Militancy, Strategic Entrepreneurship, and Customer Focus especially for State-owned bank in Indonesia. This study uses a quantitative approach using latent variables which are measured using a questionnaire. The survey was conducted by distributing questionnaires to respondents. Data analysis was performed using structural equation modeling (SEM) and analyzed using PLS (Partial Least Square) analysis model with the help of the Warp-PLS computer program. The population of this research is all state-owned bank agents in Indonesia with a population of 6100 people. This research produces a proposition that Performance and Sustainability must pay attention to Militancy, Strategic Entrepreneurship, Customer Focus and Experience. During this time, performance and improvement of company sustainability are often difficult to implement because there is still a lot of confusion in increasing the number of transactions, total customers, and profit-oriented cross-selling while at the same time having an impact on improving social and economic conditions. The concept of militancy application is extended to strategic management, initially a variable in human resource management, especially in BUMN Indonesia. The emergence of Bank Agent Experience as a moderating variable from the influence of militancy, Strategic Entrepreneurship, and Customer Focus on confirmation of Sustainability.

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