The Effect of Job Stress, Job Satisfaction, and Organizational Commitment on Customer Service Quality among BRI Frontliner Employees in West Jakarta

Vivi Restiani; Yunata Kandhias  Akbar

doi:10.63922/ijebir.v5i06.6894

Vivi Restiani Department of Management, Faculty of Economics and Business, Universitas Esa Unggul, Indonesia
Yunata Kandhias Akbar Department of Management, Faculty of Economics and Business, Universitas Esa Unggul, Indonesia

DOI: https://doi.org/10.63922/ijebir.v5i06.6894

Keywords: Job stress, job satisfaction, organizational commitment, customer service quality

Abstract

The increasingly competitive banking industry requires banks to maintain consistent customer service quality, particularly through frontliner employees who interact directly with customers. This study aims to examine the effects of job stress and job satisfaction on organizational commitment and the effects of job stress, job satisfaction, and organizational commitment on customer service quality among frontliner employees of Bank Rakyat Indonesia (BRI) in West Jakarta. This study employed a quantitative approach using a survey method involving 200 respondents selected through purposive sampling. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The results show that job stress has a significant negative effect on organizational commitment (β = -0.340; t = 8.020; p = 0.000), while its effect on customer service quality is negative but not significant (β = -0.010; t = 0.179; p = 0.858). Job satisfaction has a significant positive effect on organizational commitment (β = 0.782; t = 27.726; p = 0.000) and customer service quality (β = 0.576; t = 9.599; p = 0.000). Organizational commitment also has a significant positive effect on customer service quality (β = 0.274; t = 4.006; p = 0.000). The model explains 66.4% of the variance in organizational commitment and 63.7% of the variance in customer service quality based on the adjusted R² values. These findings indicate that job satisfaction is the strongest predictor of organizational commitment and plays an important role in improving customer service quality, while job stress primarily weakens employees’ commitment to the organization. The findings provide empirical implications for BRI management in strengthening employee satisfaction and organizational commitment while maintaining service quality amid the ongoing digital transformation of the banking industry.

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