HOW OPERATIONAL GOVERNANCE DRIVES PERFORMANCE AND RESILIENCE IN BANK BUMN: THE MEDIATING ROLE OF SERVICE QUALITY

Abstract

Bank BUMN play a critical role in maintaining national financial stability, yet they remain highly exposed to operational disruptions driven by escalating cyber threats. Despite regulatory efforts to strengthen banking resilience, empirical evidence on how operational governance shapes both operational performance and resilience, particularly through the mediating role of service quality, remains limited in the Indonesian context. This study investigates the influence of operational governance on operational performance and operational resilience, with service quality as a mediating variable. Grounded in Resource-Based View (RBV) theory, operational governance is conceptualized as a strategic internal resource, while service quality represents the organizational capability that channels governance into superior operational outcomes. A quantitative survey was conducted among operational employees of Bank BUMN in Indonesia, with data analyzed using Partial Least Square-Structural Equation Modeling (PLS SEM). This study contributes to the operational management literature by offering an integrated empirical model that simultaneously examines direct and mediated pathways, providing actionable insights for strengthening governance and resilience in Indonesian Bank BUMN.