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The Impact of training on front liners performance: Moderating effect of job satisfaction

Author

Listed:
  • Citra Putri Nurani

    (Management Department, Faculty of Economic and Business, Universitas Brawijaya, Indonesia)

  • Noermijati Noermijati

    (Management Department, Faculty of Economic and Business, Universitas Brawijaya, Indonesia)

  • Rofiaty Rofiaty

    (Management Department, Faculty of Economic and Business, Universitas Brawijaya, Indonesia)

Abstract

The context of this study focused on the role of training in improving employee performance through job satisfaction on front liners of PT. Smartfren Telecom, Tbk, Malang City. This study aimed to determine and analyze the effect of training on employee performance, both directly and indirectly, through the mediation of job satisfaction. The sample used in this study was employees who work as Front Liners, which were divided into Customer Service Representative (CSR) and Smartfren Gadget Specialist (SGS). The sample in this study included in saturated sampling was a sampling technique if all the population members were used as samples. The sample was 105 respondents. The analytical method used was descriptive analysis and Partial Least Square (PLS) using the warpPLS software application version 6.0. This study's results indicated that training has a significant effect on job satisfaction and employee performance, and mediation testing showed that job satisfaction provides a partial mediation role on the effect of training on employee performance. Further researchers need to consider a broader scope of research objects, both on the same research object and a larger scale, to enrich the results and research findings. This study also uses only a few indicators to reflect existing variables, so that further researchers can expand and integrate the research model by including several. Key Words: Training, Employee Performance, Job Satisfaction

Suggested Citation

  • Citra Putri Nurani & Noermijati Noermijati & Rofiaty Rofiaty, 2020. "The Impact of training on front liners performance: Moderating effect of job satisfaction," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 9(5), pages 172-178, September.
    • Handle: RePEc:rbs:ijbrss:v:9:y:2020:i:5:p:172-178
    DOI: 10.20525/ijrbs.v9i5.841
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    References listed on IDEAS

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    1. Rajagopal, 2014. "The Human Factors," Palgrave Macmillan Books, in: Architecting Enterprise, chapter 9, pages 225-249, Palgrave Macmillan.
    2. Neelam Tahir & Israr Khan Yousafzai & Shahid Jan & Muhammad Hashim, 2014. "The Impact of Training and Development on Employees Performance and Productivity A case study of United Bank Limited Peshawar City, KPK, Pakistan," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(4), pages 86-98, April.
    3. Kasimu Sendawula & Saadat Nakyejwe Kimuli & Juma Bananuka & Grace Najjemba Muganga, 2018. "Training, employee engagement and employee performance: Evidence from Uganda’s health sector," Cogent Business & Management, Taylor & Francis Journals, vol. 5(1), pages 1470891-147, January.
    4. Mpofu, Mthokozisi & Kendrick Hlatywayo, Clifford, 2015. "Training and development as a tool for improving basic service delivery; the case of a selected municipality," Journal of Economics, Finance and Administrative Science, Universidad ESAN, vol. 20(39), pages 133-136.
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