NEGATIVE FACTORS AND ITS EFFECT TOWARDS JOB SATISFACTION OF CUSTOMER SERVICE

Lelawati, Nina
RAMDANI, RAHMAT FAJAR

FIDUSIA : JURNAL KEUANGAN DAN PERBANKAN
Vol 8, No 1 (2025): APRIL

ABSTRAKBerbagai bisnis mulai memperhatikan kepuasan karyawan, khususnya layanan pelanggan. Kepuasan pelanggan setahap langsung dipengaruhi oleh kepuasan karyawan, seperti yang ditunjukkan beberapa penelitian. Di sisi lain, beberapa ahli berpendapat bahwa aspek negatif dari tempat kerja memengaruhi karyawan yang tidak puas. Kepuasan pelanggan tidak setahap langsung dipengaruhi oleh hal ini. Tujuan penelitian ialah untuk mengetahui (1) faktor negatif yang memengaruhi kepuasan kerja dalam pelayanan pelanggan, serta (2) pengaruh faktor negatif terhadap kepuasan kerja dalam layanan pelanggan. Penelitian ini memanfaatkan tinjauan literatur kualitatif serta pendekatan penelitian kualitatif berbasis data sekunder. Temuan penelitian mengungkapkan faktor negatif yang berdampak pada kepuasan layanan pelanggan, yaitu: (1) Pendapatan; (2) Manajemen pekerjaan; (3) Pengawasan (Oversight); (4) Interaksi; (5) Komunikasi; (6) Fasilitas. Sumber Daya Perusahaan bisa menderita akibat hal ini, yang meliputi: (1) Mendapat nilai rendah; (2) Citra Bisnis yang Negatif; (3) Kurangnya respons terhadap pemasaran konten; (4) Kualitas produk kehilangan signifikansinya; (5) Kepercayaan pelanggan semakin berkurang; (6) Lebih sedikit uang yang dihasilkan oleh bisnis. Various businesses began to pay attention to employee satisfaction, especially customer service. Customer satisfaction is directly influenced by employee satisfaction, as some studies have shown. On the other hand, some experts argue that the negative aspects of the workplace affect dissatisfied employees. Customer satisfaction is not directly affected by this. The purpose of the study was to determine (1) the negative factors that affect job satisfaction in customer service, and (2) the influence of negative factors on job satisfaction in customer service. This research uses a qualitative literature review and a secondary data-based qualitative research approach. The research findings reveal negative factors that have an impact on customer service satisfaction, namely: (1) Revenue; (2) Job management; (3) Oversight; (4) Interaction;  (5) Communications; (6) Facilities. Company Resources may suffer as a result of this, which include: (1) Scoring low; (2) Negative Business Image; (3) Lack of response to content marketing; (4) The quality of the product loses its significance; (5) Customer trust is diminishing; (6) Less money is made by the business.