International Journal of Research and Review Vol. 10; Issue: 2; February 2023 Website: www.ijrrjournal.com Research Paper E-ISSN: 2349-9788; P-ISSN: 2454-2237 International Journal of Research and Review (ijrrjournal.com) 112 Volume 10; Issue: 2; February 2023 The Effect of Commitment and Engagement on the Quality of Service of Millennial Employees in the Banking Industry Pawisari 1 , R. Madhakomala 2 , Dedi Purwana 3 1,2,3 Universitas Negeri Jakarta Corresponding Author: Pawisari DOI: https://doi.org/10.52403/ijrr.20230215 ABSTRACT This research was conducted to examine the effect of commitment and attachment to the service quality of the millennial generation in the banking industry at PT. Makassar Branch BNI Bank. The population in this study amounted to 110 employees of the millennial generation at PT. Bank BNI Makassar Main Branch Office. The research sample used a random sampling method of 260 millennial employees at PT. Bank BNI KCU Makassar. This study used a quantitative approach, the data for this study were obtained through a research questionnaire filled out by the respondents. The data analysis method used is PLS (partial least square) SEM. The results of this study indicate that organizational commitment has a positive and significant effect on the service quality of millennial employees. Engagement has a positive and significant effect on the quality of service for millennial employees. Meanwhile, the variables of organizational commitment and mutual attachment have a positive and significant effect on the quality of service for millennial employees. Keywords: Commitment, Engagement, Quality of Millennial Service INTRODUCTION The development of the millennial generation is thought to have given birth to changes in the demographics of the workforce in the world, including in Indonesia. The phenomenon of this demographic bonus is characterized by a significant increase in the number of productive workers who play an important role. Entering the world of work, the millennial generation has different characteristics from previous generations. One of the main characteristics of the millennial generation is that they are familiar with the use of communication tools, media and digital technology so that they have creative, informative, passionate and productive characteristics. On the other hand, the millennial generation has the characteristics of not really pursuing salary/job satisfaction because they prefer self-development and don't like being ordered/controlled too often. Dwi Oktariani and Aida Vitalaya S Hubeis (2017) examined the job satisfaction of Generation X and Generation Y on work commitment at Bank Mandiri Palembang. This study concludes that the eight types of positive characteristics possessed by generation Y are Concern for new technology, Like to experiment, active, have high creativity, not afraid of change, have brilliant ideas, smart, and reliable. On the other hand, the eight types of negative characteristics attached to Generation Y are individualism, bored easily, ego centric, being different, impatient, not caring, having low commitment and loyalty, and never being serious. These millennial characteristics need to be understood by various parties in order to increase the work productivity of the millennial generation to