Service Quality Performance Improvement Strategy of PT Bank Syariah Indonesia KCP Stabat KH Zainul Arifin

Abstract

Work culture plays a crucial role in shaping employee performance, particularly in the banking sector, where service quality directly impacts customer satisfaction. This study examines how work culture influences employee performance and service quality, focusing on factors such as work discipline, motivation, and organizational commitment. Unlike previous studies that primarily emphasized technical service improvements, this research highlights the role of cultural and behavioral aspects in optimizing service delivery. Using a mixed-method approach, data were collected through surveys and interviews with employees and customers. Findings reveal that a strong and positive work culture enhances employee performance, resulting in higher service quality. Key contributors include effective leadership, continuous training, and a customer-centric mindset. However, challenges such as resistance to change and inconsistent discipline remain barriers to optimal results. To address these issues, the study recommends structured training programs, a more engaging work environment, and reinforcement of organizational values. Implementing these strategies is expected to improve employee performance, elevate customer satisfaction, and strengthen the bank's competitiveness in the industry.