Pengaruh Manajemen Talenta, Kompetensi dan Inovasi terhadap Kinerja Karyawa dan Kepuasan Pelanggan: (Studi Kasus Perumdam Tirta Pandalungan Jember)

Martha Cahya Ramadhan (Universitas Teknologi Surabaya)
Heri Sudarsono (Universitas Teknologi Surabaya)
Aloysius Jondar (Universitas Teknologi Surabaya)

Optimal: Jurnal Ekonomi dan Manajemen
Vol. 5 No. 3 (2025): Jurnal Ekonomi dan Manajemen

This study aims to analyze the influence of talent management, competence, and innovation on employee performance and customer satisfaction at Perumdam Tirta Pandalungan Jember. This research uses a quantitative approach. The sample consists of 200 respondents, including employees, and 50 respondents from customers. Data analysis technique uses Structural Equation Modeling (SEM) with the assistance of SmartPLS 3 software. The study results indicate that talent management has no significant effect on employee performance, but it has a positive and significant impact on customer satisfaction. Competence has a positive and significant effect on employee performance but does not have a significant effect on customer satisfaction. Innovation has a positive and significant effect on both employee performance and customer satisfaction. Employee performance has a positive and significant impact on customer satisfaction. Employee performance can mediate the influence of talent management on customer satisfaction. Employee performance can mediate the influence of competence on customer satisfaction. Employee performance can mediate the influence of innovation on customer satisfaction.