| dc.description.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 | en_US |
