The Role of Work Engagement and Customer Service Orientation in Driving Employee Performance

Tria Handayani; Faqih Nabhan

doi:10.14710/jab.v14i1.63051

DOI: https://doi.org/10.14710/jab.v14i1.63051

The Role of Work Engagement and Customer Service Orientation in Driving Employee Performance

Tria Handayani - UIN Salatiga, Indonesia

*Faqih Nabhan

- UIN Salatiga, Indonesia

Received: 3 Apr 2024; Revised: 28 Oct 2024; Accepted: 14 Nov 2024; Available online: 31 Mar 2025; Published: 31 Mar 2025.

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

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Abstract

This study aims to examine Perceived Organizational Support (POS) in improving employee performance, which is strengthened by work engagement and customer service orientation. The sample used was 92 respondents from microfinance institutions in Salatiga, using a purposive sampling technique, and then distributing questionnaires directly. Data processing with SmartPLS 4.0 software. This research concludes several findings, first, POS is proven to encourage increased employee performance, strengthen work engagement, and increase customer service orientation. Second, work engagement and customer service orientation have a strong influence on improving employee performance. Third, work engagement and customer service orientation that are well managed are proven to be able to mediate the success of POS in improving employee performance. This research further clarifies the Social Exchange Theory (SET) perspective and provides further evidence regarding the role of POS in encouraging increased employee performance.

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Keywords: customer service orientation; kinerja karyawan; perceived organizational support; work engagement

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Language : EN

In Vol 14, No 1 (2025): In Progress

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