Proceedings of the 16th International Symposium on Management (INSYMA 2019)

Management commitment to service quality and service recovery performance of customer service officer at PT. Bank Central Asia, Tbk. Surabaya-Indonesia

Authors
Liem Siu Lan, Joseph Lodovicus Eko Nugroho
Corresponding Author
Joseph Lodovicus Eko Nugroho
Available Online March 2019.
DOI
10.2991/insyma-19.2019.49How to use a DOI?
Keywords
management commitment, service quality, service recovery performance, customer service
Abstract

The purpose of this study is to determine the effect of Management Commitment to Service Quality (MCSQ) on service recovery performance in the bank, by mediating organizational commitment and job satisfaction. Recovery efforts for service failures in banks are a very important factor because a bank is a service company that requires customer trust and customer loyalty. The research is limited to efforts to re-cover 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, empow-erment and customer service orientation. There are 4 variables with 22 indicators in this study and the num-ber of respondents was 166 Customer Service Officers (CSOs) of PT. Bank Central Asia, Tbk in Surabaya who have worked for at least 6 months. IBM SPSS Amos software version 22.0 for Windows was used for data processing. The results confirm the research of Babakus (2003) and Rod & Ashill (2010) that show MCSQ has a significant effect on organizational commitment and job satisfaction. Furthermore, organiza-tional 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 Ba-bakus (2003) but on contrary with the results of the Rod & Ashill study (2010) which states that organiza-tional commitment affects service recovery performance but job satisfaction does not have a significant ef-fect on service recovery performance.

Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 16th International Symposium on Management (INSYMA 2019)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
March 2019
ISBN
10.2991/insyma-19.2019.49
ISSN
2352-5398
DOI
10.2991/insyma-19.2019.49How to use a DOI?
Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Liem Siu Lan
AU  - Joseph Lodovicus Eko Nugroho
PY  - 2019/03
DA  - 2019/03
TI  - Management commitment to service quality and service recovery performance of customer service officer at PT. Bank Central Asia, Tbk. Surabaya-Indonesia
BT  - Proceedings of the 16th International Symposium on Management (INSYMA 2019)
PB  - Atlantis Press
SP  - 190
EP  - 193
SN  - 2352-5398
UR  - https://doi.org/10.2991/insyma-19.2019.49
DO  - 10.2991/insyma-19.2019.49
ID  - Lan2019/03
ER  -