KUALITAS LAYANAN DITINJAU DARI KOHESIVITAS KELOMPOK, EMPLOYEE EMPOWERMENT, DAN KEADILAN ORGANISASIONAL

Abstract

Quality of service is a key factor in the success of a company that is engaged in services such as salons, hospitals, banks, and hotels. The banking industry is one that is always faced with intense competition and business environment changes so quickly. Currently the bank is not only required to understand its clients, but also should pay attention to their employees so that the company afloat by purpose. As one of the state-owned enterprises, Bank BRI is required to provide good service to its customers. Competition is going on and the number of privately owned banks that have sprung up to make BRI had to work extra hard in order not to drown in the  competition  in  the  financial  sector.  In  this  regard,  it  will  be  analyzed  in  this study about the influence of several variables on the quality of service. This research was conducted in BRI Unit Singaraja spread over 15 locations with the number of employees as a sample of 81 people. The results of this study indicate there is positive and significant between group cohesiveness on the quality of service, there is  a  positive  and  significant  impact  of  employee  empowerment  on  service  quality, there  is  positive  but  not  significant  between  justice  organizational  to  quality  of service,  there  is  a  positive  and  significant  impact  group  cohesiveness,  employee empowerment, and organizational justice to the quality of the service employees of BRI in Singaraja, as well as the effect of which was donated by three independent variables on the quality of service of 77.5%.