The Effect of Competency and Culture Transformation on Company Performance: The Mediating Role of Service Quality and Employee Loyalty at PT PLN Enjiniring

Mona Novi Astuty; Vidyarini Dwita

doi:10.55927/eajmr.v5i6.177

Authors

Mona Novi Astuty Universitas Negeri Padang
Vidyarini Dwita Universitas Negeri Padang

DOI:

https://doi.org/10.55927/eajmr.v5i6.177

Keywords:

Employee Competence, Organizational Culture, Internal Service Quality, Employee Loyalty, Organizational Performance

Abstract

This study examines the effects of Employee Competence and Culture Set on Performance (Key Performance Indicators/KPI) through Internal Service Quality and Employee Loyalty at PT PLN Enjiniring. The research employed a quantitative explanatory approach with a causal design. The findings reveal that Employee Competence has a positive but insignificant direct effect on Internal Service Quality and Performance. Culture Set demonstrates a positive but insignificant effect on Employee Loyalty, while significantly influencing Internal Service Quality and Performance. Internal Service Quality significantly affects both. The study concludes that organizational performance is influenced more strongly by organizational systems, internal service mechanisms, and work culture than by individual competence alone. These findings highlight the importance of strengthening digital work culture, improving internal

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