Abstract
This research was conducted to explore the organizational learning culture in banking and its effect on customer satisfaction with the employee’s attitude as the intervening variable. The re-search was performed in Bank Syariah Mandiri’s business unit of Medan Region. The research design used hypothesis testing. The samples of this research were 52 frontline employees and 140 customers of Bank Syariah Mandiri in Medan Region. Primary data was collected by using a questionnaire. The data were analyzed using path analysis. Results support that Bank Syariah Mandiri as State-owned enterprises in the field of financial services has implemented good or-ganizational learning culture. Organizational learning culture has significant effect to customer satisfaction through employee’s job satisfaction and organizational commitment. The attitudes of employees are integrated important intervening variables in mediating the relationship be-tween organizational learning culture and customer satisfaction. The role of attitude in medi-ating the influence of organizational learning culture to worker’s service behavior, in order to create consumer satisfaction in the banking sector, proven empirically.
Highlights
The future is dominated by a society that is able to manage the learning
The efforts of banking organizations to institutionalize learning within the organization was able to increase the survival of banking in facing crises (Holland, 2010) and achieve superior financial performance compared to its competitors (Goh & Ryan, 2008; Santoso, 2011)
Various researchers in retail banking institutions especially in Indonesia prove the same thing, that service is the main contributor of banking performance (Misbach et al, 2013; Sakapurnama & Kusumastuti, 2013; Toelle, 2006)
Summary
The future is dominated by a society that is able to manage the learning. Technological change and globalization are two interactive power that triggers a surge towards knowledge era (Marsick, 1998). Demands in order to make the organization more flexible in anticipating a variety of changes, making the idea of organizational learning are becoming increasingly popular nowadays. Learning in the context of organizational is important to be conditioned into a culture because it will significantly contribute to the continuous improvement of an organization, facilitate efficient adaptation to the challenging environment (Cunningham & Gerard, 2000), the transformation itself (Watkins & Marsick, 1997) and expand the capacity to shape its own future (Senge, 1990). The ability to learn to adapt to the changing environment in a sustainable way, became the driving force and organization strategies to adapt and survive in an increasingly strong market competition (Namwong et al, 2015)
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