Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)

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Examining the Moderating Role of Workload: The Impact of Soft Skill and Transformational Leadership on Frontliner

Authors
Agung Khresna Waskito Hutabarat1, *, Elisabet Siahaan1, Prihatin Lumbanraja1
1Master of Management, University of North Sumatera, Medan, Indonesia
*Corresponding author. Email: agunghutabarat@yahoo.com
Corresponding Author
Agung Khresna Waskito Hutabarat
Available Online 29 September 2023.
DOI
10.2991/978-94-6463-234-7_135How to use a DOI?
Keywords
Frontliner Performance (FP); Soft Skill (SS); Transformational Leadership (TL); Workload (WL)
Abstract

Employee performance is a very important element in a company’s operational activities, high employee performance will encourage the achievement of company performance which can be assessed from financial or non-financial aspects. In the banking industry, the level of employee performance is assessed from the level of service provided by employees, especially frontline employees to customers. This study aims to examine the moderating role of workload on the influence of soft skills and transformational leadership on the performance of frontliners at branch offices belonging to PT Bank Mandiri Area Medan City Hall. This study uses a quantitative and inferential approach. The sample in this study amounted to 200 frontliners. The analytical method used in this research is the Structural Equational Model (SEM). The results showed that workload can only moderate the effect of soft skills on performance. Soft Skills and has a significant influence on performance.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
29 September 2023
ISBN
978-94-6463-234-7
ISSN
2352-5428
DOI
10.2991/978-94-6463-234-7_135How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Agung Khresna Waskito Hutabarat
AU  - Elisabet Siahaan
AU  - Prihatin Lumbanraja
PY  - 2023
DA  - 2023/09/29
TI  - Examining the Moderating Role of Workload: The Impact of Soft Skill and Transformational Leadership on Frontliner
BT  - Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
PB  - Atlantis Press
SP  - 1286
EP  - 1295
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-234-7_135
DO  - 10.2991/978-94-6463-234-7_135
ID  - Hutabarat2023
ER  -