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The purpose of this study is to determine the effect of Management Commitment to Service Quality (MCSQ) on service recovery performance in the bank, by mediating organizational commitment and job satisfaction. Recovery efforts for service failures in banks are a very important factor because a bank is a service company that requires customer trust and customer loyalty. The research is limited to efforts to recover services that can be done by CSO until completion. The concept of MCSQ in this study refers to the research of Rod & Ashill (2010), embodied in four dimensions, namely employee awards, training, empowerment and customer service orientation. There are 4 variables with 22 indicators in this study and the number of respondents was 166 Customer Service Officers (CSOs) of PT. Bank Central Asia, Tbk in Surabaya who have worked for at least 6 months. IBM SPSS Amos software version 22.0 for Windows was used for data processing. The results confirm the research of Babakus (2003) and Rod & Ashill (2010) that show MCSQ has a significant effect on organizational commitment and job satisfaction. Furthermore, organizational commitment and job satisfaction. Furthermore, organizational commitment and job satisfaction also significantly affect the service recovery performance of CSO. This result is in line with the research of Babakus (2003) but on contrary with the results of the Rod & Ashill study (2010) which states that organizational commitment affects service recovery performance but job satisfaction does not have a significant effect on service recovery performance.

Management commitment to service quality and service recovery performance of customer service officer at PT. Bank Central Asia, Tbk. Surabaya-Indonesia