The THE ROLE OF PRODUCT QUALITY AND INFLUENCERS IN BUILDING CUSTOMER TRUST AND ITS IMPLICATIONS ON MORTGAGE FINANCING DECISIONS AT BANK XYZ SYARIAH
DOI:
https://doi.org/10.36085/jamekis.v8i1.7396Abstrak
This study examines the role of product quality and influencer influence in building customer Trust and its implications for home ownership loan (KPR) financing decisions at Bank XYZ Syariah. In the growing Islamic banking industry, customer Trust is the key to driving loyalty and financing decisions. Through a quantitative approach, this study involved 340 respondents from Bank XYZ Syariah customers, with data collection using a Likert scale questionnaire and analysis using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). The results of the analysis show that product quality has a significant effect on customer confidence, while its influence on financing decisions is not significant. On the contrary, influencers have been shown to have a strong influence on both Trust and financing decisions. Customer Trust acts as an important mediator between influencers and financing decisions, as well as between product quality and decision
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