From attitude to achievement: The critical role of organizational support in enhancing employee performance in kupang's banking industry
Keywords:
Work Attitude, Employee Performance, Organizational Support PerceptionAbstract
This study aims to investigate the influence of work attitudes on customer service employee performance, the impact of organizational support perceptions on customer service employee performance, and the moderating role of organizational support perceptions in the relationship between work attitudes and customer service employee performance. An explanatory survey research method was employed, with data collected from a sample of 106 customer service personnel using simple random sampling techniques. Path analysis was conducted utilizing the SmartPLS application. The findings reveal that work attitudes positively influence customer service employee performance, while employees' perceptions of organizational support also have a positive effect on performance. Furthermore, the study demonstrates that perceptions of organizational support moderate the relationship between work attitudes and customer service employee performance. Notably, the interaction between organizational support perceptions and work attitudes negatively affects employee performance. Specifically, when employees perceive high levels of organizational support, their work attitudes may inadvertently lead to decreased performance; conversely, low perceptions of organizational support can enhance performance through improved work attitudes. These insights underscore the complex dynamics between employee perceptions and performance, offering valuable implications for organizational management and employee engagement strategies.
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Copyright (c) 2025 Robert M. Noach, Ridolof W. Batilmurik, Maria Gratiana Yudith Tallo, Tania Anastasya Saubaki
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