Importance of Service Quality

Oct 13, 2025 by pynkocean.com 139 views

Introduction

PT Bank Central Asia, Tbk (BCA) is one of the largest private banks in Indonesia, which is committed to becoming a provider of relationships banking services. With the increasing competition in the banking sector, both from local and foreign banks, service quality is one of the crucial aspects that must be considered. Front Liner BCA KCU Medan, as the front guard in providing services to customers, has a great responsibility to improve the quality of service. However, the results of the Gallup survey in 2013 and 2014 showed that the quality of services provided by the BCA KCU Medan Front Liner still did not satisfy customers.

Background of the Study

The banking industry in Indonesia is highly competitive, with numerous local and foreign banks operating in the market. To remain competitive, banks must focus on providing high-quality services to their customers. In this context, the role of Front Liner BCA KCU Medan is crucial in providing services to customers. However, the results of the Gallup survey in 2013 and 2014 showed that the quality of services provided by the BCA KCU Medan Front Liner still did not satisfy customers.

Importance of Service Quality

Service quality is a critical aspect of the banking industry, as it directly affects customer satisfaction and loyalty. In a highly competitive market, banks must focus on providing high-quality services to their customers to remain competitive. The Gallup survey in 2013 and 2014 showed that the quality of services provided by the BCA KCU Medan Front Liner still did not satisfy customers, indicating a need for improvement.

Research Objectives

This study aims to explore the effect of management support on improving the quality of front liner services at BCA KCU Medan. In this context, management support includes four important aspects: self-development, concern for employees, appreciation or praise, and the ability to carry out their duties well.

Research Questions

What is the effect of management support on improving the quality of front liner services at BCA KCU Medan?
Which aspects of management support have the greatest influence on improving the quality of front liner services at BCA KCU Medan?

Methodology

This study uses the questionnaire method that has been tested for its validity and reliability, with respondents consisting of all employees of the Medan KCU Front Liner who served in 2013 and 2014. The data collected was analyzed quantitatively using the correlation analysis and multiple linear regression with the help of the SPSS version program.

Data Analysis

The results showed that the variable management support, namely self-development, concern for employees, awards/praise, and the ability to carry out tasks, had a significant influence on improving the quality of the BCA KCU Front Liner Services Medan simultaneously. Specifically, from partial analysis, two factors that have the greatest influence are the ability to carry out tasks well and care for employees.

Results

The results of this study showed that:

The variable management support, namely self-development, concern for employees, awards/praise, and the ability to carry out tasks, had a significant influence on improving the quality of the BCA KCU Front Liner Services Medan simultaneously.
Specifically, from partial analysis, two factors that have the greatest influence are the ability to carry out tasks well and care for employees.
The results of this study also found that 51.3% improve the quality of front liner services can be explained by the management support variable, while 48.7% is explained by other variables not covered in this study.

Conclusion

In conclusion, strong management support is very important for the BCA KCU Medan Front Liner in improving service quality. Management must continue to strive to increase these factors in order to meet customer expectations and compete effectively in increasingly competitive banking markets. Sustainable development in terms of management support will not only increase customer satisfaction but also create a better work environment for employees.

Implications of the Study

This study has several implications for the banking industry, particularly for BCA KCU Medan. Firstly, the study highlights the importance of management support in improving service quality. Secondly, the study suggests that management must continue to strive to increase these factors in order to meet customer expectations and compete effectively in increasingly competitive banking markets. Finally, the study emphasizes the need for sustainable development in terms of management support to increase customer satisfaction and create a better work environment for employees.

Limitations of the Study

This study has several limitations. Firstly, the study only focuses on the BCA KCU Medan Front Liner and may not be generalizable to other banks or industries. Secondly, the study only examines the effect of management support on improving service quality and may not consider other factors that may influence service quality. Finally, the study only uses a quantitative approach and may not provide a comprehensive understanding of the issue.

Recommendations for Future Research

This study provides several recommendations for future research. Firstly, future studies should examine the effect of management support on improving service quality in other banks or industries. Secondly, future studies should consider other factors that may influence service quality, such as employee motivation and job satisfaction. Finally, future studies should use a mixed-methods approach to provide a comprehensive understanding of the issue.

Conclusion

In conclusion, this study highlights the importance of management support in improving service quality. The study suggests that management must continue to strive to increase these factors in order to meet customer expectations and compete effectively in increasingly competitive banking markets. Finally, the study emphasizes the need for sustainable development in terms of management support to increase customer satisfaction and create a better work environment for employees.

Introduction

In our previous article, we discussed the importance of management support in improving service quality at PT. BCA, Tbk KCU Medan. In this article, we will answer some frequently asked questions (FAQs) related to the study.

Q: What is the main objective of the study?

A: The main objective of the study is to explore the effect of management support on improving the quality of front liner services at PT. BCA, Tbk KCU Medan.

Q: What are the four important aspects of management support?

A: The four important aspects of management support are:

Self-development: Providing opportunities for employees to develop their skills and knowledge.
Concern for employees: Showing care and concern for employees' well-being and work environment.
Appreciation or praise: Recognizing and rewarding employees for their hard work and contributions.
Ability to carry out tasks: Providing employees with the necessary resources and support to perform their duties effectively.

Q: What is the significance of the study?

A: The study is significant because it highlights the importance of management support in improving service quality. It also provides insights into the factors that influence service quality and suggests ways to improve it.

Q: What are the implications of the study for the banking industry?

A: The study has several implications for the banking industry, particularly for PT. BCA, Tbk KCU Medan. It highlights the importance of management support in improving service quality and suggests that management must continue to strive to increase these factors to meet customer expectations and compete effectively in increasingly competitive banking markets.

Q: What are the limitations of the study?

A: The study has several limitations, including:

Limited scope: The study only focuses on PT. BCA, Tbk KCU Medan and may not be generalizable to other banks or industries.
Quantitative approach: The study only uses a quantitative approach and may not provide a comprehensive understanding of the issue.
Limited factors: The study only examines the effect of management support on improving service quality and may not consider other factors that may influence service quality.

Q: What are the recommendations for future research?

A: The study provides several recommendations for future research, including:

Examining the effect of management support on improving service quality in other banks or industries.
Considering other factors that may influence service quality, such as employee motivation and job satisfaction.
Using a mixed-methods approach to provide a comprehensive understanding of the issue.

Q: What are the conclusions of the study?

A: The study concludes that strong management support is very important for PT. BCA, Tbk KCU Medan in improving service quality. Management must continue to strive to increase these factors to meet customer expectations and compete effectively in increasingly competitive banking markets. Sustainable development in terms of management support will not only increase customer satisfaction but also create a better work environment for employees.

Q: What are the implications of the study for management?

A: The study has several implications for management, including:

Providing opportunities for employees to develop their skills and knowledge.
Showing care and concern for employees' well-being and work environment.
Recognizing and rewarding employees for their hard work and contributions.
Providing employees with the necessary resources and support to perform their duties effectively.

Q: What are the implications of the study for employees?

A: The study has several implications for employees, including:

Receiving opportunities for development and growth.
Feeling valued and recognized for their contributions.
Having a better work environment and being supported in their duties.
Being able to perform their duties effectively and efficiently.

Conclusion

In conclusion, the study highlights the importance of management support in improving service quality at PT. BCA, Tbk KCU Medan. It provides insights into the factors that influence service quality and suggests ways to improve it. The study has several implications for management and employees, including the need to provide opportunities for development and growth, show care and concern for employees' well-being and work environment, recognize and reward employees for their hard work and contributions, and provide employees with the necessary resources and support to perform their duties effectively.