Penelitian ini bertujuan untuk memberikan informasi seberapa besar pengaruh kualitas pelayanan atau service excellent terhadap citra perusahaan serta loyalitas pelanggan terhadap perusahaan tersebut. Banyaknya perusahaan yang berdiri di kota – kota besar membuat perusahaan tersebut saling bersaing untuk mendapatkan kepercayaan masyarakat, persaingan tersebut membuat perusahaan menyadari bahwa pentingnya pelayanan secara maksimal demi membangun citra perusahaan dan loyalitas pelanggan. Citra yang baik dimata pelanggan akan menimbulkan loyalitas yang tinggi dengan begitu perusahaan tersebut bisa tetap bertahan dari waktu ke waktu. Penelitian ini menggunakan pendekatan kualitatif dengan kajian teori dari penelitian – penelitain sebelumnya. Hasil kajian menjelaskan bahwa service excellent dapat meningkatkan citra perusahaan dan berpengaruh terhadap loyalitas pelanggan. Berdasarkan uraian diatas, maka dalam penelitian ini penulis akan membahas bagaimana peranan service excellent guna membangun citra perusahaan dan loyalitas pelanggan.

The purpose of this research is to examine work-family conflict, work stress, and employee performance, as well as to determine the impact of work-family conflict and work stress on employee performance at PT Bank Mandiri Taspen KCP Ujungberung during the COVID-19 pandemic. The research method used in this study is a survey method. Descriptive and verificative surveys are the type of study used in this research by using multiple regression analysis. The sample in this research was 30 respondents from PT Bank Mandiri Taspen Branch of Ujung Berung -Bandung. Determination of respondents was taken by using the non-probability sampling method with the saturated sampling technique. The data used are the primary results obtained from distributing questionnaires. According to the findings of this study, there is a high level of workfamily conflict, a high level of work stress at the company, and a high level of employee performance. Hypothesis testing shows that work-family conflict partially doesn't have a significant impact on employee performance, work stress partially doesn't have a significant impact on employee performance, and simultaneously workfamily conflict and work stress do not have a significant impact on employee performance at PT Bank Mandiri Taspen Branch of Ujung Berung -Bandung.