The Effect of Commitment and Engagement on the Quality of Service of Millennial Employees in the Banking Industry

Abstract

This research was conducted to examine the effect of commitment and attachment to the service quality of the millennial generation in the banking industry at PT. Makassar Branch BNI Bank. The population in this study amounted to 110 employees of the millennial generation at PT. Bank BNI Makassar Main Branch Office. The research sample used a random sampling method of 260 millennial employees at PT. Bank BNI KCU Makassar. This study used a quantitative approach, the data for this study were obtained through a research questionnaire filled out by the respondents. The data analysis method used is PLS (partial least square) SEM. The results of this study indicate that organizational commitment has a positive and significant effect on the service quality of millennial employees. Engagement has a positive and significant effect on the quality of service for millennial employees. Meanwhile, the variables of organizational commitment and mutual attachment have a positive and significant effect on the quality of service for millennial employees. Keywords: Commitment, Engagement, Quality of Millennial Service