JDM (Jurnal Dinamika Manajemen)
Vol 8, No 1 (2017): March 2017 (DOAJ Indexed)

Organizational Learning Culture, Consumer Satisfaction and Employees Attitude: Causality Analysis

Junita, Audia (Unknown)

Article Info

Publish Date
08 Mar 2017


This research was conducted to explore the organizational learning culture in banking and its effect on customer satisfaction with the employees attitude as the intervening variable. The re-search was performed in Bank Syariah Mandiris 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 employees 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 workers service behavior, in order to create consumer satisfaction in the banking sector, proven empirically.

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Journal Info





Decision Sciences, Operations Research & Management


Jurnal Dinamika Manajemen [p-ISSN: 2086-0668 | e-ISSN: 2337-5434] issued by the Department of Management, Faculty of Economics, Universitas Negeri Semarang, Indonesia, periodically (every 6 months) in March and September with the aim of disseminating information about the study of knowledge ...