Model for Improving Customer Service Performance through Strengthening Human Resource Competencies
Keywords:
Strengthening HR Competence, Customer Relationship Management, Training, Customer Service PerformanceAbstract
This study aims to examine the effect of Human Resource Competency Strengthening and Customer Relationship Management (CRM) on Customer Service Performance with Training as an intervening variable at PLN UID Aceh. A total of 140 respondents were selected using purposive sampling. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that Human Resource Competency Strengthening and Customer Relationship Management have a positive and significant effect on Training. Training also has a positive and significant effect on Customer Service Performance. Furthermore, Customer Relationship Management has a direct positive effect on Customer Service Performance, while Human Resource Competency Strengthening does not have a direct effect but operates through Training as a mediator. These findings highlight the importance of Training as a mechanism to enhance customer service performance through competency strengthening and effective CRM implementation.
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