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Positive Impact of Service Quality and SOCB: Implementation and Evaluation From The Perspective of Banking Employees and Customers

Awan, Soni Harsono (2020) Positive Impact of Service Quality and SOCB: Implementation and Evaluation From The Perspective of Banking Employees and Customers. Science International-Lahore, 32 (4). pp. 459-464. ISSN 1013-5316

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Abstract

So far there has been no research that begins with customer evaluation of the Banking Employees’ Service Organizational Citizenship Behavior (SOCB) and Service Quality (Servqual), from which the customer evaluation results are then considered in training, and the training results are finally re-evaluated by customers. This study aims to identify the effectiveness of the training conducted, see differences in customer assessment of employee performance before and after attending the training, and analyze changes in banking employee’s behavior and skills related to SOCB and service quality. This study was conducted using associative and comparative approaches involving 330 respondents, consisting of 30 banking employees and 300 banking customers. This study used a questionnaire as a primary data collection tool. The results of the research indicate that the training carried outreaches level one of effectiveness which is the presence of the trainee's positive response to the learning process with the resource persons, there is an increase in knowledge after attending the training especially in SOCB scores, there is no difference in the results of the study, both before or after the training, that S-OCB has a significant positive effect on Servqual, and there are changes in employee behavior and skills related to SOCB and Servqual

Item Type: Article
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Lecturer
Depositing User: Dr. Drs., SONI HARSONO AWAN
Date Deposited: 20 Oct 2020 07:27
Last Modified: 11 Nov 2020 08:21
URI: http://eprints.perbanas.ac.id/id/eprint/7179

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