PENINGKATAN KINERJA KARYAWAN BERDASARKAN BEBAN KERJA, STRES KERJA DAN DISIPLIN KERJA (STUDI KASUS PADA CUSTOMER SERVICE DAN TELLER KELOMPOK BANK BERDASARKAN MODAL INTI (KBMI) IV)

Abstract

Based on the financial services authority regulation number 12/POJK.03/2021 concerning commercial banks, the grouping of bank capital is divided into bank groups based on core capital (KBMI), one of which is banking with KBMI 4 category which is a bank with a core capital of more than IDR 70 trillion. The list of bank that are included in KBMI 4 include PT Bank Rakyat Indonesia (Persero) Tbk, PT Bank Mandiri (Persero) Tbk, PT Bank Negara Indonesia (Persero) Tbk, and PT Bank Central Asia Tbk. In the operational activities of these banks need to implement good corporate performance to provide satisfaction to customers. This study discusses the influence of workload, work stress, and work discipline on the performance of banking employees at KBMI 4. The data was obtained in the form of primary data by distributing questionnaire forms to employees in the position of customer service and banking teller at KBMI 4. The data collected is as many as 130 respondents using the multiple regression analysis methods. The results of the study show that 1) workload has a positive and significant effect on employee performance 2) work stress has a positive and significant effect on employee performance 3) work discipline has a positive and significant effect on employee performance.