Pengaruh Supervisor Support Terhadap Human Errors dan Kualitas Pelayanan di Kantor POS Kuningan dengan Kompetensi Karyawan sebagai Variabel Moderasi
DOI:
https://doi.org/10.37385/msej.v7i4.10605Keywords:
Supervisor Support, Human Errors, Kualitas Pelayanan, Kompetensi KaryawanAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh dari supervisor support terhadap human errors dan kualitas pelayanan di Kantor Pos Kuningan dengan kompetensi karyawan sebagai variabel moderasi. Subjek penelitiannya adalah seluruh karyawan Kantor Pos Kuningan yang berjumlah 156 orang. Dari data yang dihimpun jumlah retur kiriman/gagal kirim dengan tujuan luar negeri di Kantor Pos Kuningan pada tahun 2024 menunjukan angka yang cukup tinggi yaitu sekitar 10% dari total jumlah kiriman luar negeri serta banyaknya kasus keterlambatan kiriman pada tahun tersebut, sehingga membutuhkan kajian yang lebih mendalam terhadap faktor-faktor apa saja yang mempengaruhinya. Metode penelitian yang digunakan adalah deskriptif dan verifikatif dengan pendekatan kuantitatif. Teknik pengumpulan datanya menggunakan kuesioner, dengan skala interval 1-10 dari masing-masing indikator variabel. Data yang diperoleh dianalisis menggunakan Moderated Regression Analysis (MRA), untuk mengetahui pengaruh langsung dan interaksi antar variabel. Hasil penelitian menunjukkan bahwa supervisor support berpengaruh negatif terhadap human errors. Supervisor support berpengaruh positif dan signifikan terhadap kualitas pelayanan. Kompetensi karyawan berpengaruh negatif terhadap human errors. Kompetensi karyawan berpengaruh positif terhadap kualitas pelayanan. Kompetensi Karyawan memoderasi pengaruh supervisor support terhadap human errors. Kompetensi karyawan memoderasi pengaruh supervisor support terhadap kualitas pelayanan.
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