PENGARUH KUALITAS PELAYANAN, KOMPETENSI, DAN BEBAN KERJA KARYAWAN TERHADAP KINERJA KARYAWAN BANK RAKYAT INDONESIA KANTOR CABANG KAWI MALANG JAWA TIMUR

The research aims to analyze the influence of service quality, competency and workload on the performance of Bank Rakyat Indonesia employees. This research was conducted at BRI KC Kawi Malang which is located at Jl. Kawi No.20-22, Kauman, Kec. Klojen, Malang City, East Java 65119. This type of research is explanatory research. The population in this study were all 200 employees. The sample used in this research was 75 employee respondents. The data collection technique is in the form of a questionnaire. The data analysis tool uses multiple regression. Testing this hypothesis uses the t test and f test. Based on the research results, it shows that service quality, competency and workload have a positive and significant effect on employee performance. So it can be concluded that service quality, competence and workload play an important role in carrying out every job given so that it produces good performance and can cause the goals of a company to be achieved.