Penerapan Manajemen Sumber Daya Manusia Dalam Meningkatkan Kualitas Pelayanan Karyawan Pada Bank Mandiri Taspen Cabang Mamuju

Abstract

Human Resource Management (HRM) plays a strategic role in improving employee performance and organizational service quality, particularly in the banking industry, where customer satisfaction is a key determinant of business success. This study aims to analyze the implementation of Human Resource Management at Bank Mandiri Taspen Mamuju Branch and examine its contribution to improving employee service quality. The research employed a descriptive qualitative approach. Data were collected through direct observation, interviews, and documentation conducted at Bank Mandiri Taspen Mamuju Branch. The findings indicate that the company has implemented major HRM functions, including workforce planning, recruitment and selection, employee orientation, training and development, career planning, performance appraisal, compensation management, occupational health and safety programs, and HR digitalization. These practices have contributed to developing employee competencies, maintaining work discipline, and improving service quality for customers. Nevertheless, several challenges remain, particularly in strengthening employees' digital competencies, optimizing human resource information systems, and integrating performance evaluation systems. Therefore, continuous improvement in HR management is essential to support organizational effectiveness and enhance service excellence. The results of this study are expected to provide insights for organizations in strengthening HR management practices, especially in the banking sector.