The Effect of Service Quality and Product Quality on Customer Loyalty Through Purchasing Decisions (Study on Consumers of Nocs Coffee Lab Surabaya)
DOI:
https://doi.org/10.30587/innovation.v7i1.11548Keywords:
workload, locus of control, perceived organizational support, and employees’ performance.Abstract
This research analyses the effect of workload and locus of control on employees’ performance, with perceived organizational support as an intervening variable, of PT. Kereta Api Indonesia (Persero) 8 Operational Area Surabaya. Furthermore, employees’ performance is an essential factor to support a company's operational success which runs in public transportation service and prioritizes on time preciseness, safety, and service quality. The research applies quantitatively with a causal approach. Moreover, the population consists of all employees at PT KAI Daop 8 Surabaya. The data were collected using non-probability sampling and a questionnaire which was distributed to respondents. Additionally, the data were analyzed using Partial Least Square (PLS) with SmartPLS. The result shows that workload has a negative and insignificant effect on employees’ performance. Meanwhile, locus of control has a positive and significant effect on employees’ performance. Likewise, perceived organizational support has a positive and significant effect on employees’ performance. In addition, workload has a negative and significant effect on perceived organizational support. In contrast, locus of control has a positive and significant effect on perceived organizational support. Also, perceived organizational support can mediate the effect of workload and locus of control on employees’ performance.
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