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Journal : International Journal of Enterprise Modelling

The impact of employee turnover on operational efficiency, innovation, and customer satisfaction: the mediation role of tacit knowledge loss Sugianto; Firdaus, Rahmad; Suhardi; Amin, Mat
International Journal of Enterprise Modelling Vol. 19 No. 1 (2025): January: Enterprise Modelling
Publisher : International Enterprise Integration Association

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/int.jo.emod.v19i1.114

Abstract

This study examines the impact of tacit knowledge loss due to employee turnover on operational efficiency, innovation capability, and customer satisfaction by examining the mediating role of tacit knowledge loss and the mitigating effect of knowledge transfer effectiveness. Using an explanatory quantitative approach, we collected data through closed-ended questionnaires and secondary data from 200 respondents in the manufacturing, service, and MSME sectors in Bangka Belitung. The Structural Equation Modeling (SEM) analysis results revealed that employee turnover significantly increases tacit knowledge loss, which is detrimental to operational efficiency, innovation, and customer satisfaction. This study also highlights that effective knowledge transfer, especially through structured mentoring programs, reduces the impact of tacit knowledge loss. These findings strengthen the resource-based view and knowledge management theory. In addition, our study shows that integrating CRM technology reduces the impact of tacit knowledge loss on customer satisfaction—a previously unexplored factor. Practical implications include recommendations for HR policies that focus on knowledge retention, collaborative training, and technology adaptation for organizations in the digital era. These findings emphasize the importance of a holistic approach that combines social interactions, knowledge management systems, and local cultural contexts to minimize the risk of brain drain.
Co-Authors Abdul Azis Abdul Malik Abdul Waris Abdurahman Wafi Afrizal Agung Agustin, Indah Tri Ahada Wahyusari Ahmad Munir Aida Aidil Halim Lubis Ainun Sajidah Ajeng Putri Larasati Akbar Dwi Dharmawan Amelia Amin, Mat Aminuyati Anastasia Siwi Andi Fakhrullah Andi Taufik Andiana Perizga Andy Wijaya Anhar Faisal Fanani Anindyasari, Dinar Annisa Aprilia Annisa, Khairun Anugrah Feri Hermanto Aprilia, Widya Apriyoga, Wahyu Aras Fikar Mardatilah Ari Wibowo Ari Wibowo Arif E., M. All ariono, joko Asri Lolita Aswan Azhima, Rizkan Aznawi, Nasrul Mahruf Azzahra, Putri Khalisa Bambang Sasmita Adi Putra Bhima Dhanardono Budi Santosa Budi Santosa Camelia Claudia Cori Qamara Cucu Suhery Cyntia Evita Firawati Dahlan, Fadli Daniel Useng Daru Jaka Sasangka Dede Aprylasari Dede Nurrahman Dedi Triyanto Dedianto Pasomba Deseria, Rita Dhanardono, Bhima Difa Khusniyah Diyah Yumeina Eka Fitriani Elis Mukhlisoh Ermaliza Erni Ermawati Erwin Susanto Fabio Testy Ariance Loren Fabio Testy Arince Loren Fachroza, Siti Dian Fahrurrozi Fajrih, Nurul Fakhrurrozi Azzukhruf Fathul Qorib Fatik, Siti Fatikhatus Sya'adah Febriana, Tesha Fransiska Femanueli Zega Feri Prasetyo H Fermawati Firmansyah S, Dede Fithriawan Nugroho Fitri Silvia Sofyan Frianda Gultom, Irsan Gemala Hardinasinta GESTY ERNESTIVITA Gunawan, Cakti Indra Haerani Hafiz Muhardi Hamdan Hamdi Mayulu Harahap, Muhammad Rifai Hardianti Hari Yeni Haris Mahmud Haris, M. Ichsan Haritsah, Nurul Fithriati Harry Andheska Hasibuan, Rosida Herdiansyah, Sayyid Herlina Hirzen Hasfani Hondro, Murni Wati Husnul Mubarak I Putu Gede Didik Widiarta Ikhsan Ali, Muhammad Ikhwan Ruslianto Ilka Zufria Intan Febriana iqbal salim Irawan, Rendhy Irma Nirmala Iskandar, Surya Isnadi Isnaini Leo Shanty Jasika Putri Novela Juhari Hasan Jumiati Junaedi Muhidong Junaidi Abdillah Jusmaeni Kamaluddin Lubis Kartika Sari Kartika Sari Kasliono Kasliono Keassy Ramayanti Simanjuntak Khusnul Aisaro Kresna Satya Nugroho Kusumaningsih, Rila Lambas Siregar, Jenni Laowo, Arys Lase, Marnita Lasmaria Sinaga, Juwita Legi Elfitra Lilis Suryani Limbong, Nathasya TriOlivia Linawati Lisa, Dea Listia, Rosa Vavita Lubis, M. Syukri Azwar Luh Made Indah Sri Handari Adiputra M.Sopyan Machfudz, Emir Syarif Mahmud Achmad, Mahmud Majojo, M Yasin Makmur, Alfhian Makrus, Mohamad Marisa Midyanti, Dwi Masita, Riski Mauli Siagian Maulida Mustado Mohamad Ilham Habibi Mufliha Khaeratih Agus Muh. Tahir Muhamad Farik Soumena Muhamad Tabrani, Muhamad MUHAMMAD RIZAL Muhammad Tabrani Muhammad Tahir Sapsal Mukhlis, Fezli Muliawiwin Muqita Hanifah Hasanah Dilia Mursal Aziz Mursalim Musliha Muthia, Ayunda Nasution, Zulkipli Nelly Astuti Ningrum, Indri Ayu Ninis Sia Rahim Nirmala, Irma Novianti, Erika Nur Hasanah Pohan Nurfauziah Aini Nurhalizah, Siti Nurhalizah Nurhikmah Nurmasytha, Andi Nurul Azzahra Nur’Aini Herlina Putri Olly Sanny Hutabarat Parellangi Patria, Robby Permana, Egitya Pranu Arisant Primus Mario Andaka Ginting Priyandaru , Hananda Purwasih, Rani Putri Ayu Wulandari, Putri Ayu Putri, Rika Putri, Yunita Sukma Radila Agustina Rafianza Althaf Rahayu Putri, Eka Indah Rahma Wijayanti Rahmad Firdaus Rahmat Saputra, Randi Rahmi Hidayati Rakhmat Kurniawan R Rani Reditayani, Ni Kadek Rida Ridiawati Riska Safitri Riskifitriadi Ritonga, Dedek Juliani Riyanto, Didit Puji Rizkan, Muhammad robi sopandi Rosaman Taponao Rosanabila, Resti Ruvita, Diana Sakrani Salengke, Salengke Salju Samuel Andi Kristyan Samuel Andi Kristyan Sarintan, Mauli Sartika Sasmita meirani Sinaga, Sarah Siregar, Anggi Rima Nauli Siti Habiba Siti Jamilah Siti Suwadah Rimang, Siti Suwadah Sitti Nur Faridah Sri Rejeki, Nadia Sriani Stefani Montela, Viona Sudin, Idris Sugianto Sugiyanto - Suhardi Suhardi Sukati, Inda Sulaiman, Agus Sumardin Surdani Kanopani Hutagalung Suriansyah Surip, M Sutiono SUTRISNO Syamsul Bahri T. Lembong Misbah Tabrani, Muhamad Tamarindi Sarifiandra, Gladys Tedy Rismawan Tessa Dwi Leoni Testy Ariance Loren, Fabio Tety Kurmalasari Tria Anggraini , Yessa Tuha, Panca Tuah Ulandari, Ratu Uray Ristian Virliana Amanda Putri Aryani Wahid Sukmana, Abdul Wahyu Ningsih, Guslina Wahyu Prasetyo Wahyudi Rahmat Wahyuningtyas, Amalina Nur Wardian Widya Apriliah Widya Apriliah, Widya Wildani Aulia Fitri Windy YENI SAFITRI Yusterman Jaya Mendrofa Yusuf Ramadhan Nasution, Yusuf Ramadhan Zabran Adha, Fariq Zaitun Zefri Zumalia