Management Commitment To Service Quality And Service Recovery Performance Of Customer Service Officer At Pt Bank Central Asia, Tbk - Surabaya-Indonesia

Liem, Siu Lan and Nugroho, J.L. Eko (2019) Management Commitment To Service Quality And Service Recovery Performance Of Customer Service Officer At Pt Bank Central Asia, Tbk - Surabaya-Indonesia. In: 16th International Symposium on Management (INSYMA 2019), 4-6 March 2019, Manado.

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The purpose of this study is to determine the effect of Management Commitment to Service Quality (MCSQ) on service recovery performance in the context of bank, by mediating organizational commitment and job satisfaction. Recovery efforts for service failures in banks are a very important factor, because banks are service companies that require customer trust and customer loyalty. The research carried out is limited to efforts to recover services that can be done by CSO until completion. The concept of MCSQ in this study refers to the research of Rod & Ashill (2010), embodied in four dimensions, namely employee awards, training, empowerment and customer service orientation. There are 4 variables with 22 indicators in this study, and the number of respondents is 166 Customer Service Officer (CSO) of PT Bank Central Asia, Tbk in Surabaya who have worked for at least 6 months. Data processing methods use IBM SPSS Amos software version 22.0 for Windows. The results confirm the research of Babakus (2003) and Rod & Ashill (2010) that MCSQ has a significant effect on organizational commitment and job satisfaction. Furthermore, organizational commitment and job satisfaction also significantly affect the service recovery performance of CSO. This result is in line with the research of Babakus (2003) but not in accordance with the results of the study of Rod & Ashill (2010) which states that organizational commitment affects service recovery performance but job satisfaction does not have a significant effect on service recovery performance.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: management commitment, service quality, service recovery performance, customer service
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Business and Economic > Department of Management
Depositing User: EKO NUGROHO 187005
Date Deposited: 18 Dec 2019 07:31
Last Modified: 07 Feb 2022 08:45

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