Abstract
This research aimed to examine the influence of employee job satisfaction and service quality on profitability in PT. Bank Jatim, in which customer satisfaction was the intervening variable. According to literature review, the hypothesis of the research stated that employee job satisfaction and service quality influenced the profitability of the Bank and customer satisfaction as intervening variable proved to affect the relationship between independent variable and dependent variable. The data of the research were collected by using questionnaire from respondents that consisted of 92 permanent employees of PT. Bank Jatim in Gresik City. The technique of hypothesis testing was performed by using Multiple Regression Analysis (MRA) and Path Analysis using SPSS 24 statistical application. The findings of the research indicated that employee job satisfaction and service quality have positive effect to profitability and customer satisfaction was shown as intervening variable. Specifically, this research found that employee satisfaction and service quality will improve the profitability of the company. KEY WORDS Job satisfaction, service quality, customer satisfaction, profitability.
Highlights
IntroductionBusiness competition in Indonesia is getting tighter. It is in the area of commerce and industry, but the area of banking has emerged such signs
As time passes, business competition in Indonesia is getting tighter
If the customers feel disappointed, they will run to another bank and the image of the company will decrease and this may influence the profitability of the banking company
Summary
Business competition in Indonesia is getting tighter. It is in the area of commerce and industry, but the area of banking has emerged such signs. To achieve the goals of banking companies is by generating profit or obtaining maximum profitability. Regarding to this issue, the management surely optimize the various motivations for employees in growing their spirit to work that can improve the company's performance, (Ramlall, 2004). Naseem et al (2011) and Ariani (2015) stated that customer satisfaction can be influenced by employee satisfaction within the company; the more satisfied the employees to the rights given by the management, they will be more motivated in the giving the service to the customer so as to create customer satisfaction. Tarigan and Widjaja, (2011) get the latest fact that employees are satisfied with the job and the rights given by management for themselves affect customer satisfaction because of the good service they are offered. It can be concluded that job satisfaction from employees can affect customer satisfaction and indirectly can help to achieve the company's main goal that is the achievement of profit or profitability
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