Employee Competence and Culture Set to Customer Satisfaction with Service Quality as Intervening Variable of PT. Bank Rakyat Indonesia (Persero) Tbk Medan

Abstract

This study aims to investigate the role of service quality intervention on the relationship between employee competence, culture set and customer satisfaction. The purpose of this study is to determine the effect of employee competence and culture set on customer satisfaction through the quality of service as an intervention in the office of PT. Bank Rakyat Indonesia Medan. This research type is quantitative with clear method. The study population is all those who have received services at the office of PT Bank Rakyat Indonesia Medan. While the sampling method used in this research is random sampling, known as sampling incidental to get the sample and the number of samples accounted for 100 customers. To test the hypothesis, this research uses path analysis technique, a quantitative approach, with two stage linear regression analysis with the help of Statistical Package for Social Sciences (SPSS) version 20.0. The results of the analysis found that 1) employee competence is positively and significantly affects the quality of service. 2) culture set positively affects the quality of service 3) quality of service positively affects the customer satisfaction 4) employee competence positively and significantly influences the customer satisfaction 5) culture set positively affects customer satisfaction 6) competence acts indirectly as intervening variable to customer satisfaction, 7) service quality acts as intervening variable to customer satisfaction.

Keywords: employee competence, culture set, service quality, customer satisfaction, Bank Rakyat Indonesia