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PENGARUH PENGUASAAN TEKNOLOGI TERHADAP KINERJA CUSTOMER SERVICE OFFICER (CSO) BCA PALEMBANG MELALUI KEPUASAN KERJA SEBAGAI VARIABEL INTERVENING

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This study aims to examine the Effect of Technology Mastery on the Performance of BCA Palembang Customer Service Officers (CSOs) Through Job Satisfaction as an Intervening Variable. The population in this study consisted of all BCA Palembang CSOs. For sampling, this study used a saturated sampling technique, resulting in a sample size of 76 people. The analysis technique used in this study was Structural Equation Modeling (SEM) with SmartPLS software. The results of the study identified that technology mastery had a significant positive effect on CSO performance. Additionally, technology mastery had a significant positive effect on CSO job satisfaction, and job satisfaction had a significant positive effect on CSO performance. Furthermore, job satisfaction was able to partially mediate the indirect effect of technology mastery on CSO performance. The implications of this research suggested that companies should have focused on improving CSO skills in mastering technology, provided opportunities for CSOs to participate in decision-making processes, and conducted periodic evaluations using various methods such as role-playing, knowledge sharing, and product sharing to support CSOs in working thoroughly within a one-stop solution system.

Availability
Inventory Code Barcode Call Number Location Status
2507004574T179729T1797292025Central Library (REFERENCE)Available but not for loan - Not for Loan
Detail Information
Series Title
-
Call Number
T1797292025
Publisher
Indralaya : Prodi Magister Ilmu Manajemen, Fakultas Ekonomi Universitas Sriwijaya.,
Collation
xvi, 125 hlm.; ilus.; tab.; 29 cm.
Language
Indonesia
ISBN/ISSN
-
Classification
658.07
Content Type
Text
Media Type
unmediated
Carrier Type
-
Edition
-
Subject(s)
Kepuasan kerja
Prodi Magister Ilmu Manajemen
Specific Detail Info
-
Statement of Responsibility
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No other version available

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