Human Capital Perspectives on Organizational Culture, Work Environment, and Career Development: Mediating Role of Job Satisfaction in Enhancing Employee Performance at PT PLN Persero UPT Gresik
DOI:
https://doi.org/10.37385/ijedr.v6i5.8778Keywords:
Organizational Culture, Work Environment, Career Development, Job Satisfaction, Employee PerformanceAbstract
PT PLN (Persero) UPT Gresik faces several human capital challenges, including a misalignment of organizational culture, a less conducive work environment, and suboptimal career development practices. These issues negatively affect job satisfaction and, in turn, hinder employee performance. This study aims to examine the influence of organizational culture, work environment, and career development on employee performance, with job satisfaction acting as a mediating variable, within a human capital framework. A quantitative approach was employed using a structured questionnaire distributed to employees. The population consisted of 149 employees, with 43 respondents selected through Slovin’s formula. Data were analyzed using Structural Equation Modeling (SEM) with the Partial Least Squares (PLS) technique. The findings revealed that: (1) organizational culture and work environment have a positive and significant effect on job satisfaction; (2) career development does not significantly affect job satisfaction; (3) organizational culture and career development positively and significantly influence employee performance; (4) work environment has no significant effect on performance; (5) job satisfaction significantly improves employee performance; and (6) job satisfaction mediates the effects of organizational culture and work environment on performance, but not the effect of career development.
References
Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers’ loyalty. ABAC Journal, 29(1), 24–38.
Al-Dmour, H., Al-Dmour, R., & Masa’deh, R. (2017). The influence of service quality on customer satisfaction: The case of Jordanian insurance sector. International Journal of Marketing Studies, 9(2), 123–135. https://doi.org/10.5539/ijms.v9n2p123
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811–828. https://doi.org/10.1108/03090560210430818
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.1177/002224299205600304
Hanaysha, J. R. (2016). Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry. Journal of Asian Business Strategy, 6(2), 31–40. https://doi.org/10.18488/journal.1006/2016.6.2/1006.2.31.40
Ismail, A., Haron, H., Ibrahim, D. N., & Isa, S. M. (2006). Service quality, client satisfaction and loyalty towards audit firms: Perceptions of Malaysian public listed companies. Managerial Auditing Journal, 21(7), 738–756. https://doi.org/10.1108/02686900610680521
Kant, R., & Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer satisfaction: An empirical study on public sector banks in India. International Journal of Bank Marketing, 35(3), 411–430. https://doi.org/10.1108/IJBM-04-2016-0051
Keni, K., & Yuliati, L. N. (2018). Pengaruh kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan. Jurnal Bisnis dan Manajemen, 12(2), 174–185. https://doi.org/10.19166/jbm.v12i2.708
Kim, M.-K., Park, M.-C., & Jeong, D.-H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy, 28(2), 145–159. https://doi.org/10.1016/j.telpol.2003.12.003
Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172–198. https://doi.org/10.1108/17566690910971445
Laksana, M. D., & Ardianti, D. T. (2021). Pengaruh kualitas layanan terhadap loyalitas pelanggan dengan kepuasan sebagai variabel mediasi. Jurnal Ilmu Manajemen Advantage, 5(1), 38–48. https://doi.org/10.30703/advantage.v5i1.124
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(Special Issue), 33–44. https://doi.org/10.1177/00222429990634s105
Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59–72. https://doi.org/10.1108/08876040610646503
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Purnamasari, D., & Wulansari, H. (2021). Pengaruh kualitas layanan terhadap loyalitas pelanggan dengan kepuasan sebagai variabel intervening. Jurnal Riset Manajemen dan Bisnis, 6(1), 12–22. https://doi.org/10.30596/jrm.v6i1.6021
Raharja, D. B., & Hadibrata, B. (2020). Pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pelanggan di Bank Mandiri. Jurnal Manajemen dan Bisnis Indonesia, 6(2), 123–131. https://doi.org/10.37673/jmbi.v6i2.125
Rizky, R., & Lestari, P. (2020). Pengaruh kualitas layanan terhadap loyalitas pelanggan jasa pengiriman J&T Express. Jurnal Ekonomi dan Bisnis, 13(1), 75–88. https://doi.org/10.31289/ekonomis.v13i1.4053
Setiawan, H., & Sayekti, Y. (2022). Pengaruh kualitas layanan terhadap loyalitas pelanggan pada bisnis layanan laundry. Jurnal Ilmu dan Riset Manajemen, 11(1), 1–15.
Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business and Management, 6(3), 12–36. https://doi.org/10.5539/ijbm.v6n3p12
Sugihanto, D. (2024). The Influence of Service Quality on Customer Loyalty through Customer Satisfaction Mediation. Journal La Bisecoman, 5(3), 351–364. https://doi.org/10.37899/journallabisecoman.v5i3.1295
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1), 1937847. https://doi.org/10.1080/23311975.2021.1937847
Tuan, N. M., & Linh, N. T. T. (2022). Service quality and customer loyalty: The mediating role of customer satisfaction – Evidence from retail banking in Vietnam. Journal of Asian Finance, Economics and Business, 9(4), 301–310. https://doi.org/10.13106/jafeb.2022.vol9.no4.0301
Yuanitasari, A. R., Jualiati, R., & Praharjo, A. (2020). The Influence of Service Quality on Customer Loyalty Mediated by Customer Satisfaction at Janji Jiwa Coffee Shop Malang. Jurnal Administrasi Bisnis, 14(1), 1–8. https://doi.org/10.22219/jamanika.v2i04.23699
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203