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.
