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All Journal Equivalent : Journal of Economic, Accounting and Management
Hernawaty
Universitas Pembangunan Panca Budi, Medan, North Sumatra
Economics, Econometrics & Finance

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The Effect Of Strengthening HR Competencies and Customer Relationship Management (CRM) on Customer Service Performance with Training as an Intervening Variable in PLN UID Aceh Agus Susanto; Hernawaty
Equivalent : Journal of Economic, Accounting and Management Vol. 4 No. 1 (2026): Equivalent : Journal of Economic, Accounting and Management
Publisher : CV. Doki Course and Training

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61994/equivalent.v4i1.1790

Abstract

The purpose of this study was to investigate how Human Resource Competency Improvement and Customer Relationship Management (CRM) influence Customer Service Performance, with Training as a mediating factor at PLN UID Aceh. This study used a sample of 140 participants selected through purposive sampling. The analysis was conducted using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results showed that Human Resource Competency Improvement and Customer Relationship Management both had a positive and significant effect on Training. Furthermore, Training was found to have a positive and significant effect on Customer Service Performance. Furthermore, Customer Relationship Management directly influences Customer Service Performance, while Human Resource Competency Improvement has no direct effect but rather an indirect effect through Training as an intermediary factor. These results highlight the important role of Training in improving customer service performance by enhancing human resource competencies and implementing effective CRM strategies.
The Effect Of Digital Leadership Style and Collaborative Culture on Employee Performance with Teamwork as a Intervening Variables at PT PLN (Persero) UP2K Sumut) Ahmed Maulana; Hernawaty
Equivalent : Journal of Economic, Accounting and Management Vol. 4 No. 1 (2026): Equivalent : Journal of Economic, Accounting and Management
Publisher : CV. Doki Course and Training

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61994/equivalent.v4i1.1791

Abstract

The purpose of this research is to investigate how Collaborative Culture and Digital Leadership Style impact Employee Performance, with Teamwork acting as a mediating factor. A total of 78 employees participated in this study. Data was gathered via questionnaires and examined using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results of the analysis show that both Collaborative Culture and Digital Leadership Style positively and significantly influence Employee Performance. Additionally, Digital Leadership Style positively and significantly affects Teamwork. On the other hand, Teamwork does not directly affect Employee Performance significantly and does not mediate the effects of Collaborative Culture or Digital Leadership Style on Employee Performance. These results suggest that enhancing a collaborative culture and practicing effective digital leadership are essential for boosting employee performance.
The Influence of Talent Retention and Performance Management on Management Talent with Talent Development as a Moderating Variable in UPT PLN Padangsidimpuan Employees M. Syahputra Siregar; Sri Rahayu; Hernawaty
Equivalent : Journal of Economic, Accounting and Management Vol. 4 No. 2 (2026): Equivalent : Journal of Economic, Accounting and Management
Publisher : CV. Doki Course and Training

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61994/equivalent.v4i2.1849

Abstract

Talent management is a strategic issue for organizations, especially in the public sector, in maintaining the sustainability and competitiveness of human resources. This study aims to analyze the influence of talent retention and performance management on talent management with talent development as a moderating variable in UPT PLN Padangsidimpuan employees. This study uses a quantitative approach, where all 102 employees of UPT PLN Padangsidimpuan were used as respondents. Data was collected through questionnaires and analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method with the help of the SmartPLS 4 application. The results of the study show that talent retention, performance management, and talent development have a positive and significant effect on talent management. Performance management is the most dominant variable influencing talent management. However, talent development is not able to moderate the influence of talent retention and performance management on talent management. The results of this study show that talent development plays a role as an independent variable, not as a moderating variable, in the research model
Employee Performance Dimension Through Employee Work Quality Yolanda Saulina Sitorus; Hernawaty
Equivalent : Journal of Economic, Accounting and Management Vol. 4 No. 2 (2026): Equivalent : Journal of Economic, Accounting and Management
Publisher : CV. Doki Course and Training

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61994/equivalent.v4i2.1892

Abstract

This study aims to analyze the influence of Training and Work Motivation on Employee Performance with Employee Work Quality as an intervening variable at the Representative Office of Bank Indonesia, North Sumatra Province. The research employed a quantitative approach using the Structural Equation Modeling (SEM) method based on SmartPLS 3.0. The sample consisted of employees within the Representative Office of Bank Indonesia, North Sumatra Province, selected through purposive sampling. Data were collected using a questionnaire with a 1–5 Likert scale. The results indicate that Work Motivation has a significant effect on Employee Performance and also has a significant effect on Employee Work Quality. Training has a significant effect on Employee Work Quality, but does not directly affect Employee Performance. In addition, Employee Work Quality has been proven to significantly influence Employee Performance. The mediation test results reveal that Employee Work Quality significantly mediates the effect of Work Motivation and Training on Employee Performance. This study emphasizes the importance of improving work quality as a primary strategy to enhance employee performance, particularly through effective training programs and increased work motivation.
Co-Authors Agus Susanto Ahmed Maulana M. Syahputra Siregar Sri Rahayu Yolanda Saulina Sitorus