PENGARUH PELATIHAN KERJA, PEMBERDAYA KARYAWAN TERHADAP KUALITAS PELAYANAN MELALUI PERAN MEDIASI KOMUNIKASI INTERNAL DAN MOTIVASI KERJA KARYAWAN

Abstract

The population in this study were Alfamart employees in the Cilacap area. The total sample for this research was 110 respondents. The sampling method for this research was taken using a purposive sampling method with sample criteria, namely employees who deal directly with consumers and have worked for at least 6 months. This research uses the results of distributing questionnaires online using Google From. The analytical method used is Structural Equation Model (SEM) and uses SmartPLS (Partial Least Square) to test the strength of the relationship between variables. The results of this research data processing are that employee job training, employee empowerment, motivation have a positive effect on service quality. Internal communication does not mediate the employee empowerment variable on service quality, while employee work motivation mediates the effect of employee empowerment on service quality. It is hoped that future research can expand the scope of respondents with different measurement techniques. To create good quality service, companies need to develop and improve the skills of their employees through training, employee development, and motivating their employees.