Good corporate governance at the unit level: Insights from a State-Owned Bank Branch

Abstract

This study examines the implementation of Good Corporate Governance (GCG), focusing on its impact on customer satisfaction and operational performance at PT. Bank Rakyat Indonesia (Persero) Tbk (BRI) Curup Branch. A mixed-method approach was employed, combining quantitative surveys and qualitative interviews with employees and customers. Descriptive and inferential statistical analyses explored the relationships between GCG practices and performance outcomes. The results showed that GCG implementation at BRI Curup significantly improves employee performance and customer satisfaction. Transparency and accountability positively affected customer satisfaction, while responsibility and Fairness were critical contributors to enhanced operational performance. GCG practices are essential for fostering trust and improving performance in state-owned enterprises. The findings highlight the vital link between effective governance, improved customer service, and operational efficiency. The study offers practical recommendations for strengthening GCG at the branch level, such as enhancing transparency and accountability to boost customer satisfaction and operational effectiveness. These insights are beneficial for developing robust GCG frameworks in state-owned banks in developing countries.