ANALISIS PENGARUH SERVICE ORIENTATION (CUSTOMER FOCUS, ORGANIZATIONAL SUPPORT, CUSTOMER SERVICE UNDER PRESSURE) , JOB SATISFACTION DAN ORGANIZATIONAL COMMITMENT TERHADAP INTENTION OF LEAVING PADA KARYAWAN BCA KANWIL DARMO SURABAYA

Abstract

Fundamental growth in the business environment has resulted in a dramatic change in the essential characteristics of the human resource system (HR), which shows that the importance of human resources to business is increasing. The rapid development of technology, demographic shifts, economic fluctuations, and dynamic conditions cause the business environment to become full of uncertainties, increasingly complex, and rapidly changing. To deal with these conditions, every organization is required to immediately adapt to increasingly competitive environmental changes through organizational growth. Various government and private agencies are willing or unwilling to be prosecuted in order to improve their performance. PT Bank BCA Regional Office III Surabaya is a national private company engaged in banking. To be able to survive in competition, every service company needs to increase Service Orientation, Job Satisfacton and Organizational Commitment to Intention of Leaving. In this case because the more the turnover rate, the company is important to reduce the intensity of employees leaving the company. The purpose of this study was to examine the relationship between employee service orientation (customer focus, organizational support, and service under pressure) and employee job satisfaction, organizational commitment, and employee desire to leave. For this purpose, the authors developed structural equation modeling. The sample method used in this study was probability sampling, where employees worked at PT Bank BCA Regional Office III in Surabaya in frontliners or parts that served BCA customers directly. Respondents from this study amounted to 30 employees. For processing and analyzing data in this research that is by using SPSS as software to process data. The result of analysis shows that Statistical Product and Service Solutions (SPSS) with software 22.0 as software to process questionnaire data. The value of regression coefficient from Customer Service Under Pressure to Job Satisfaction is 0.104 which means positive and influential.The coefficient value between Customer Focus variable and Job Satisfaction is 0.161 and has a significant effect on the Satisfaction variable. Coefficient value between Organizational Support variable to Job Satisfaction is -0.539 have negative and not significant to Job Satisfaction variable. The value of regression coefficient of Customer Service Under Pressure on Organizational Commitment is -0.092 which means have a negative and insignificant effect. Coefficient value between variable of Customer Focus to Organizational Commitment equal to 0484 have an effect and not signifikan to Organizational Commitment variable. Coefficient value between Organizational Support variables on Organizational Commitment of -0.063 has a negative and significant effect on Organizational Commitment variables. The regression coefficient value between the variable Job Satisfaction on Organizational Commitment of 0.289 has a positive and not significant effect on Organizational Commitment variables. The regression coefficient value between the variable Job Satisfaction towards Intention of Leaving is -0.396 negative and significant effect on the Intention of Leaving variable. The regression coefficient between the Organizational Commitment variables and the Intention of Leaving of -0.247 has a negative and insignificant effect on the Intention of Leaving variable. Keywords: Intention of Leaving, Customer Focus, Organizational Commitment, Organizational Support, Job Satisfaction and Customer Service Under Pressure