Does Job Satisfaction Always Lead to Loyalty? An Empirical Study on Service Quality, Motivation, and Commitment in the Indonesian Banking Sector
Keywords:
Service Quality, Job Satisfaction, Motivation, Organizational Commitment, Employee Loyalty
Abstract
This study aims to analyze the influence of service quality, job satisfaction, and motivation on employee loyalty at PT Bank Rakyat Indonesia (Persero) Tbk., Pangkalpinang Branch, with organizational commitment as a mediating variable. Employing a quantitative explanatory approach, data were gathered via structured questionnaires from 139 employees selected through purposive sampling. Data analysis was conducted using Structural Equation Modeling-Partial Least Squares (SEM-PLS) to test both the measurement and structural models. The findings reveal that motivation and service quality significantly influence organizational commitment, which subsequently enhances employee loyalty. Organizational commitment is proven to fully mediate the relationship between motivation and service quality towards loyalty. Conversely, while job satisfaction was found to affect commitment, it failed to demonstrate a significant impact on employee loyalty, either directly or indirectly. These results emphasize that loyalty in the banking sector, particularly within the Pangkalpinang Branch, is driven more by deep-rooted psychological bonds and systemic internal support than by transactional satisfaction alone. This study suggests that management should prioritize fostering emotional commitment and internal service excellence to retain high-performing human capital.
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Su, X., Zhai, Q., & Karlsson, T. (2022). Beyond red tape: The role of employee motivation and organizational commitment. Public Management Review, 24(2), 179–199. https://doi.org/10.1080/14719037.2020.1751255
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Akgunduz, Y., Alkan, C., & Gök, Ö. A. (2020). Perceived organizational support, employee creativity and proactive personality: The mediating effect of meaning of work. Journal of Hospitality and Tourism Management, 44, 105–114. https://doi.org/10.1016/j.jhtm.2020.05.004
Alqudah, I. H. A., Carballo-Penela, A., & Ruzo-Sanmartín, E. (2022). High-performance human resource management practices and readiness for change: An integrative model including affective commitment, employees’ performance, and the moderating role of hierarchy culture. European Research on Management and Business Economics, 28(1), 100177. https://doi.org/10.1016/j.iedeen.2021.100177
Alshaabani, A., Naz, F., Magda, R., & Rudnák, I. (2021). Impact of perceived organizational support on employees’ performance: The mediating role of job satisfaction. Journal of Asian Finance, Economics and Business, 8(6), 463–471. https://doi.org/10.13106/jafeb.2021.vol8.no6.0463
Al-Suraihi, W. A., Samikon, S. A., Al-Suraihi, A. A., & Ibrahim, I. (2021). Employee turnover: Causes, importance and retention strategies. European Journal of Business and Management Research, 6(3), 1–10. https://doi.org/10.24018/ejbmr.2021.6.3.893
Choi, H. M., Mohammad, A. A., & Kim, W. G. (2021). Understanding hotel employees’ service behavior: The role of internal service quality. International Journal of Hospitality Management, 94, 102857. https://doi.org/10.1016/j.ijhm.2020.102857
Elbaz, A. M., Haddoud, M. Y., & Shehawy, Y. M. (2022). The role of internal service quality in enhancing employee outcomes in service organizations. Service Industries Journal, 42(3–4), 210–230. https://doi.org/10.1080/02642069.2021.1884661
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. Springer. https://doi.org/10.1007/978-3-030-80519-7
Han, S. J., Bonn, M. A., & Cho, M. (2016). The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention. International Journal of Hospitality Management, 52, 97–106. https://doi.org/10.1016/j.ijhm.2015.08.002 (Tahun diperbaiki dari 2021 ke 2016 sesuai Volume 52)
Karatepe, O. M., Rezapouraghdam, H., & Hassannia, R. (2022). Job insecurity, work engagement and employee outcomes: Evidence from the hotel industry. International Journal of Hospitality Management, 102, 103160. https://doi.org/10.1016/j.ijhm.2022.103160
Khan, N. A., Khan, A. N., Moin, M. F., & Pitafi, A. H. (2022). A trail of chaos: How psychopathic leadership influences employee satisfaction and turnover intention via self-efficacy in the hospitality industry. International Journal of Contemporary Hospitality Management, 34(5), 1844–1866. https://doi.org/10.1108/IJCHM-03-2021-0331
Nguyen, H. T. N., & Ngo, V. M. (2020). Psychological capital, organizational commitment and job performance: A study in Vietnam. Journal of Asian Finance, Economics and Business, 7(5), 269–278. https://doi.org/10.13106/jafeb.2020.vol7.no5.269
Nguyen, P. V., Nguyen, L. T., & Nguyen, V. T. (2023). The impact of job satisfaction on employee loyalty: Evidence from service industries. Sustainability, 15(4), 3210. https://doi.org/10.3390/su15043210
Paais, M., & Pattiruhu, J. R. (2020). Effect of motivation, leadership, and organizational culture on satisfaction and employee performance. Journal of Asian Finance, Economics and Business, 7(8), 577–588. https://doi.org/10.13106/jafeb.2020.vol7.no8.577
Pham, T. T. H., & Nguyen, T. H. (2021). The influence of organizational commitment on employee retention. Journal of Asian Finance, Economics and Business, 8(2), 1035–1042. https://doi.org/10.13106/jafeb.2021.vol8.no2.1035
Pham, T. T. H., Nguyen, T. H., & Vuong, B. N. (2022). Job satisfaction and organizational commitment: The mediating role of employee engagement. Heliyon, 8(3), e09120. https://doi.org/10.1016/j.heliyon.2022.e09120 (Kedua penulis digabung karena merujuk pada artikel dan DOI yang sama)
Raza, M. A., Qazi, W., Khan, K. A., & Salam, J. (2022). Social isolation and acceptance of the learning management system (LMS) in the time of COVID-19 pandemic. Interactive Learning Environments, 30(2), 371–386. https://doi.org/10.1080/10494820.2020.1813188
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2022). Partial least squares structural equation modeling. In Handbook of Market Research. Springer. https://doi.org/10.1007/978-3-319-05542-8_15-2
Siengthai, S., & Pila-Ngarm, P. (2021). The interaction effect of job redesign and job satisfaction on employee performance. Journal of Asian Finance, Economics and Business, 8(3), 121–130. https://doi.org/10.13106/jafeb.2021.vol8.no3.0121
Singh, S. K., Gupta, S., Busso, D., & Kamboj, S. (2023). Top management knowledge value, knowledge sharing practices, open innovation and organizational performance. Journal of Business Research, 128, 788–798. https://doi.org/10.1016/j.jbusres.2020.04.040
Su, X., Zhai, Q., & Karlsson, T. (2022). Beyond red tape: The role of employee motivation and organizational commitment. Public Management Review, 24(2), 179–199. https://doi.org/10.1080/14719037.2020.1751255
Tran, Q. H., Nguyen, T. T., & Pham, H. T. (2023). Internal service quality and employee outcomes: Evidence from banking sector. Sustainability, 15(6), 5123. https://doi.org/10.3390/su15065123
Published
2026-04-24
How to Cite
Angraini, D., Suhardi, & Sri Rejeki, N. (2026). Does Job Satisfaction Always Lead to Loyalty? An Empirical Study on Service Quality, Motivation, and Commitment in the Indonesian Banking Sector. International Journal of Economics, Business and Innovation Research, 5(03), 698-712. https://doi.org/10.63922/ijebir.v5i03.3260
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