Impact of training on front liners performance

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.  

Keywords: {'name': 'Training, Employee Performance, Job Satisfaction'}

Authors & affiliations

Citra Putri Nurani
Affiliation not supplied

Noermijati Noermijati
Affiliation not supplied

Rofiaty Rofiaty
Affiliation not supplied

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