The Effect of HR Service Quality and Organizational Support on Organizational Commitment through Job Satisfaction as an Intervening Variable among Employees of PT Permodalan Nasional Madani (PNM) Medan Branch
Keywords:
HR Service Quality, Organizational Commitment, Human Resource Management, Employee Commitment, PT Permodalan Nasional Madani.Abstract
Human resources are a strategic asset that determines organizational success in a competitive business environment. This study aims to analyze the effect of HR service quality and organizational support on organizational commitment among female employees of PT Permodalan Nasional Madani (PNM) Medan Branch, with job satisfaction as an intervening variable. A quantitative explanatory approach with a survey technique was employed. A purposive sampling technique was used to select 50 active female employees outside the HR department as respondents. Data were collected using a five-point Likert-scale questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The study is grounded in Social Exchange Theory, which posits that high-quality HR services and organizational support are reciprocated by employees through greater job satisfaction, which in turn is expected to strengthen organizational commitment. The findings are expected to provide empirical evidence on the mediating role of job satisfaction in the relationship between HR service quality, organizational support, and organizational commitment in the context of a state-owned microfinance enterprise in Indonesia.
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