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All Journal Al-Sharf: Jurnal Ekonomi Islam Jurnal Manajemen Bisnis, Akuntansi dan Keuangan
Khomisah Khomisah
Universitas Islam Negeri Sumatera Utara
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Influence of Quality of Work Life and Kaizen Culture on Organizational Commitment Through Job Satisfaction as an Intervening Variable at the Bank of North Sumatra Brigjend Katamso Medan Khomisah Khomisah; Annio Indah Lestari Nasution; Nuri Aslami
Jurnal Manajemen Bisnis, Akuntansi dan Keuangan Vol. 2 No. 1 (2023): May, 2023
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/jambak.v2i1.4158

Abstract

The purpose of this study is to identify and analyze organizational commitment to quality of work life, kaizen culture and job satisfaction. In this study, data analysis used a questionnaire designed using the Likert scale method and then calculated using the data processing analysis path. The results of this study are: 1) Quality of work life is proven to have a positive and significant effect on organizational commitment, 2) Kaizen culture is proven to have a positive and significant effect on organizational commitment, 3) Quality of work life is proven to have no negative and not significant effect on satisfaction employee work, 4) Kaizen culture is proven to have a positive and significant effect on employee job satisfaction 5) Job satisfaction is proven to have a negative and insignificant effect on employee commitment to the organization.
Strategi Customer Service Dalam Complaint Handling Pada Bank Syariah Indonesia KCP Rantauprapat Khomisah Khomisah
Al-Sharf: Jurnal Ekonomi Islam Vol 3, No 2 (2022)
Publisher : Yayasan Rahmat Islamiyah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56114/al-sharf.v3i2.260

Abstract

This research is motivated by the existence of complaints or complaints submitted by customers of Bank Syariah Indonesia KCP Rantauprapat. This study aims to determine the customer service strategy in handling customer complaints, and to find out the factors that support and hinder the work process of customer service strategies at BSI KCP Rantauprapat. The type of research used is descriptive qualitative, namely research that is intended to provide accurate information related to the field. The source of this research data was taken through interviews with customer service at Bank Syariah Indonesia KCP Rantauprapat. Data collection techniques used are observation, interviews, and documentation. From the research conducted by the author, it can be stated that the customer service strategy used in handling customer complaints is to follow the Standard Operating Procedures (SOP) for existing services such as doing first greetings to customers at the beginning of service, then handling customer complaints by analyzing cases that occur quickly and accurately. appropriate, then provide an explanation regarding the process, costs and requirements required, as well as verifying the data attached by the customer to filling out the complaint application form. Then proceed with reconfirming and inputting data by customer service. Then do cross selling (conditional), and end service to customers. In carrying out the customer service strategy, there are several supporting and inhibiting factors. The supporting factors are the presence of employees who have experience in dealing with customer complaints, the existence of communication training for employees so that it is easier to communicate with customers and the existence of understanding from customers about the condition of the Bank. And the inhibiting factor is the lack of information from the Bank to customers.
Co-Authors Nasution, Annio Indah Lestari Nuri Aslami