Rejuvenation of the Training Model and Transformational Leadership in Improving Service Quality at Government Banks

Abstract

Improving service quality here includes improving customer experience in using banking services that are easy, fast and safe, such as improving the quality of mobile banking, branch services, and other digital products. This study aims to analyze the factors that influence service quality at PT Bank Mandiri in the Jakarta Pondok Kelapa Area. The population of this study were frontliner employees of PT Bank Mandiri in the Jakarta Pondok Kelapa Area with a sample size of 72 employees. The data analysis method uses Structural Equation Model-Partial Least Square (SEM-PLS). The results found that training has a positive and insignificant effect on service quality. Transformational Leadership has a positive and insignificant effect on service quality. Training has a positive and insignificant effect on Job Satisfaction. Transformational Leadership has a positive and significant effect on Job Satisfaction. Job Satisfaction has a positive and significant effect on service quality. Job Satisfaction is not able to mediate between training variables and service quality. Job Satisfaction is able to mediate between Transformational Leadership variables and service quality. Finding, leaders are unable to be role models in providing support to the organization to achieve performance goals, including in encouraging service quality.