PENGARUH KEPUASAN KERJA KARYAWAN BAGIAN FRONTLINER DAN KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH Studi Kasus pada bank bjb Cabang Pangandaran
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Abstract
In this study, the source of the company's competitive advantage actually comes from
the employee's job satisfaction. It is more specifically stated by research by Homburg
and Stock (2004) and Hassan et.al (2013) that job satisfaction that needs to be
considered is the job satisfaction of frontliner employees. There are 37 frontliner
employees at bank bjb Pangandaran branch, namely 13 tellers, 3 customer service (CS)
people and 21 security people. Meanwhile, customers with bank bjb Pangandaran
branches as of 31 December 2020 recorded 56,529 savings NOA, 777 current account
NOA, and 272 depositors. The basis of bank operations is trust, so that the bank is an
institution that becomes a place for companies, government agencies and private
parties, as well as the public to save their funds or savings. Therefore, it is a start to
improve its services, considering the increasing mobility and needs. It aims to meet
customer satisfaction as well as public trust, loyalty and loyalty to the banking world
(Apriliani et al, 2014). Based on this explanation, it can be seen that in a competition
that must be owned and carried out by the company is to increase the job satisfaction
of frontliner employees and improve the quality of service so that it is expected that later
it will provide customer satisfaction.
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