ANALYZING THE FACTORS INFLUENCING SERVICE QUALITY OF MILLENNIAL EMPLOYEES AT BANK “XYZ”, JAKARTA

Abstract

Indonesia's national productivity is greatly impacted by banking because it provides necessary services. Gaining customers' trust through providing excellent services is essential to the industry's success. Notably, Bank "XYZ" in Indonesia is receiving bad reviews from clients, especially in Jakarta. The majority of the bank's employees are millennials. The objective of this study is to examine the variables that affect the quality of service provided by millennial workers at Bank "XYZ" Jakarta. The quantitative approach involves gathering data through questionnaires. A total of 278 valid responses that satisfied the requirements were received. For the purpose of data analysis, the researchers used PLS-SEM. The results of this research are seven hypotheses; only four hypotheses were accepted and three hypotheses had no significant influence and were not accepted, namely Job Performance on Service Quality, Work Life Balance on Service Quality mediated by Job Performance, and Job Satisfaction on Service Quality mediated by Job Performance in Millennial Bank "XYZ" Employees in Jakarta. Based on this research, suggestions for the "XYZ" bank company are to promote employee interests, create flexible work schedules, create a positive work environment, provide comfortable facilities to focus on work, provide guarantees to employees and their families, and the company must also be sure regarding products that will be offered to customers.