Influence of Human Capital, Structural Capital and Relational Capital toward Bank Service Performance and Customer Satisfaction

Usup Christa, Tresia Kristiana
2021 Proceedings of the 1st International Conference on Science and Technology in Administration and Management Information, ICSTIAMI 2019, 17-18 July 2019, Jakarta, Indonesia   unpublished
This study analyzed the influence of interrelated variables to explain the effect of human capital, structural capital, and relation capital toward bank service performance and customer satisfaction at commercial banks in Central Kalimantan. The hypothesis were tested by Partial Least Square (PLS) are the direct and indirect variable influence of human capital to variable relational capital, structural capital, bank service performance and customer satisfaction. This research approach uses
more » ... itative approach through survey method. The study population is all branch offices and sub-branches of Central Kalimantan Commercial Bank with total sample of 42 office units in four (4) banks, determined using purposive sampling method. Research respondents were 5 bank employees and 5 customers were taken from each research sample unit. The findings of the study support the opinion that the relationship between human capitals, structural capital, and relation capital significantly form the performance of bank service (servperf) and customer satisfaction. However, research results have not been generalizable to all types of bank services.
doi:10.4108/eai.17-7-2019.2302907 fatcat:eta7kjyviffknk4hi4jenc7wba