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

FRANSISCA, NONA and Adam, Mohamad and Zunaidah, Zunaidah (2025) PENGARUH PENGUASAAN TEKNOLOGI TERHADAP KINERJA CUSTOMER SERVICE OFFICER (CSO) BCA PALEMBANG MELALUI KEPUASAN KERJA SEBAGAI VARIABEL INTERVENING. Masters thesis, Sriwijaya University.

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Abstract

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.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Penguasaan Teknologi, Kepuasan Kerja, Kinerja
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	01-Faculty of Economics > 61102-Management (S2)
Depositing User:	Nona Fransisca
Date Deposited:	22 Jul 2025 14:01
Last Modified:	22 Jul 2025 14:01
URI:	http://repository.unsri.ac.id/id/eprint/179729

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