Pengaruh Employee Engagement terhadap Kinerja Organisasi dan Kepuasan Pelanggan pada Sektor Jasa
DOI:
https://doi.org/10.70404/likuid.v1i03.517Keywords:
Employee Engagement, Kinerja Organisasi, Kepuasan Pelanggan, Sektor Perbankan, Layanan FrontlinerAbstract
Dalam industri perbankan yang sangat kompetitif, kualitas layanan yang diberikan oleh karyawan (terutama Teller dan Customer Service) secara langsung menentukan Customer Satisfaction, sehingga Employee Engagement (EE) menjadi variabel strategis. Penelitian ini dilatarbelakangi oleh tingginya tingkat turnover karyawan di frontliner dan beberapa laporan keluhan nasabah terkait kecepatan dan keramahan layanan di PT Bank Sentosa. Tujuan utama penelitian ini adalah menganalisis dan menguji pengaruh Employee Engagement terhadap peningkatan Kinerja Organisasi dan tingkat Kepuasan Pelanggan di bank tersebut. Metode yang digunakan adalah kuantitatif dengan pendekatan survei, melibatkan 150 karyawan frontliner dan back office PT Bank Sentosa yang diambil melalui teknik purposive sampling. Data dianalisis menggunakan Structural Equation Modeling (SEM) berbasis Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa (1) Employee Engagement berpengaruh positif dan signifikan terhadap Kinerja Organisasi (dengan kontribusi 62,5%), serta (2) Employee Engagement juga terbukti berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan (dengan kontribusi 54,8%). Temuan ini menggarisbawahi pentingnya mempertahankan ikatan emosional dan kognitif karyawan, karena hal tersebut mendorong perilaku kerja yang melampaui standar, yang pada akhirnya meningkatkan efisiensi operasional dan loyalitas nasabah. Manajemen PT Bank Sentosa disarankan untuk fokus pada program peningkatan work-life balance dan sistem reward and recognition yang lebih terstruktur.
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