Dinamika Employee Service Performance: Analisis Muthmainnah Adaptive Capability dan Perceived Organizational Support
DOI:
https://doi.org/10.26623/slsi.v24i2.14364Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh Muthmainnah Adaptive Capability (MAC) dan Perceived Organizational Support (POS) terhadap Employee Service Performance (ESP) baik secara langsung maupun melalui mediasi Job Satisfaction (JS) pada pegawai Pegadaian. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Teknik pengambilan sampel yang digunakan adalah purposive sampling, dengan jumlah responden sebanyak 124 pegawai Pegadaian yang memenuhi kriteria penelitian. Data dianalisis menggunakan metode Partial Least Squares–Structural Equation Modeling (PLS-SEM) melalui perangkat lunak SmartPLS. Hasil evaluasi model pengukuran menunjukkan bahwa seluruh konstruk memenuhi kriteria validitas konvergen, validitas diskriminan, serta reliabilitas yang sangat baik. Model struktural menunjukkan daya jelaskan yang kuat dengan nilai R² sebesar 0,820 untuk Job Satisfaction dan 0,780 untuk Employee Service Performance, serta nilai Q² yang mengindikasikan kemampuan prediktif model yang sangat baik. Hasil pengujian hipotesis menunjukkan bahwa MAC dan POS berpengaruh positif dan signifikan terhadap Job Satisfaction. Selain itu, MAC, POS, dan Job Satisfaction secara langsung berpengaruh positif dan signifikan terhadap Employee Service Performance. Job Satisfaction terbukti berperan sebagai mediator parsial dalam hubungan antara MAC dan ESP serta antara POS dan ESP. Temuan penelitian ini menegaskan bahwa kemampuan adaptif pegawai yang berbasis ketenangan batin, optimisme, amanah, dan kepatuhan nilai moral, serta dukungan organisasi yang dirasakan, mampu meningkatkan kepuasan kerja yang pada akhirnya memperkuat kualitas kinerja layanan pegawai. Penelitian ini memberikan kontribusi teoretis melalui pengembangan konsep adaptive capability berbasis nilai spiritual serta memberikan implikasi praktis bagi manajemen Pegadaian dalam penguatan strategi pengelolaan sumber daya manusia yang berorientasi pada kinerja layanan berkelanjutan.
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