Organizational Learning Culture, Consumer Satisfaction and Employee’s Attitude: Causality Analysis

Abstract

This research was conducted to explore the organizational learning culture in banking and its effect on customer satisfaction with the employee' s attitude as the intervening variable. The research was performed in Bank Syariah Mandiri' s business unit of Medan Region. The research design used hypothesis testing. The samples of this research were 52 frontline employees and 140 customers of Bank Syariah Mandiri in Medan Region. Primary data was collected by using a questionnaire. The data were analyzed using path analysis. Results support that Bank Syariah Mandiri as State-owned enterprises in the field of financial services has implemented good organizational learning culture. Organizational learning culture has significant effect to customer satisfaction through employee' s job satisfaction and organizational commitment. The attitudes of employees are integrated important intervening variables in mediating the relationship between organizational learning culture and customer satisfaction. The role of attitude in mediating the influence of organizational learning culture to worker' s service behavior, in order to create consumer satisfaction in the banking sector, proven empirically.

Role of Organizational Citizenship Behavior (OCB), Perception of Justice and Job Satisfaction on Employee Performance

“…This indicates the employees agree to the job satisfaction, that is work itself, payment system, promotion, attitude to supervisor, fellow workers attitude plays a very important role in determining employee performance. This result supports previous research (Ahmad et al, 2010;Putrana et al, 2016;Junita, 2017). The stated that job satisfaction significantly affects to employee performance.…”

“…Employees who feel satisfied with their work will affect their performance. The results of this study have been widely supported from previous research (Ahmad et al, 2010;Arianto, 2017;Junita 2017). H5: Job satisfaction is positively related to employee performance.…”

Hubungan Kepemimpinan Melayani Terhadap Perilaku OCB dengan Pemberdayaan Pekerja dan Interaksi Atasan Bawahan Sebagai Pemediasi serta Gender Sebagai Pemoderasi

“…Kinerja karyawan yang baik tidak muncul begitu saja, akan tetapi dirangsang oleh berbagai praktik organisasional yang diimplementasikan di organisasi (Junita, 2016) maupun aspek yang melekat pada karyawan itu sendiri (Junita, 2017). Organisasi dengan kepemimpinan melayani, praktik pemberdayaan pekerja dan interaksi pimpinan dan bawahan yang dikondisikan dengan baik akan merangsang munculnya perilaku ekstra peran (OCB) dalam diri karyawan yang sangat penting bagi pencapaian kinerja maksimal organisasi.…”

Organizational Commitment as a Mediator of Organizational Support and Emotional Intelligence in Shaping Organizational Citizenship Behavior

“…As an attitude variable, it allows employees to have a variety of positive and negative assessments reflected in their level of organizational commitment. Variations in the level of employee commitment are also determined by numerous factors, both organizational and individual factors (Junita, 2017;Bodjrenou et al, 2019;Bodjrenou et al, 2019;Parimita et al, 2020). The previous research findings support this, stating that organizational commitment could significantly contribute to employee OCB (Ardi & Sudarma, 2015;Fazio, 2015;Devece et al, 2016;Pigome et al, 2019;Siregar et al, 2019;Wilkanandya & Sudarma., 2020) but also not significant (Novianti, 2021).…”

“…Another individual predictor that contributes significantly to the emergence of employee OCB is organizational commitment. The previous research results have proven that organizational commitment is a strong predictor of the emergence of OCB in employees (Aisyah & Wartini, 2016;Wijaya & Yuniawan, 2017;Pigome et al, 2019;Junita, 2017;Junita et al, 2019;Busharmaidi, 2020). In this case, commitment is an affective aspect that influences an individual's work behavior (McShane & Von Glinow, 2010).…”