Optimizing Human Resources and Organizational Culture to Enhance Educational Service Quality: The Mediating Role of Employee Performance
Optimalisasi Sumber Daya Manusia dan Budaya Organisasi untuk Meningkatkan Kualitas Layanan Pendidikan: Peran Mediasi Kinerja Pegawai
DOI:
https://doi.org/10.58230/4fb86g78Keywords:
human resource optimization, organizational culture, employee performance, educational service quality, mediationAbstract
This study analyzes the roles of human resource optimization and organizational culture in improving educational service quality, with employee performance as a mediating variable. A quantitative, explanatory design was applied to all 32 teachers of SMK Sasmita Jaya 2, who were selected through total sampling. Data were collected using a five-point Likert-scale questionnaire and analyzed with Partial Least Squares–Structural Equation Modeling (PLS-SEM). Human resource optimization (β = 0.471; p < 0.001) and organizational culture (β = 0.348; p = 0.004) had positive and significant effects on employee performance. Both variables also had significant direct effects on educational service quality (β = 0.181; p = 0.039 and β = 0.207; p = 0.021, respectively), while employee performance had the strongest direct effect (β = 0.519; p < 0.001). Employee performance partially mediated the effects of both variables on educational service quality. These findings imply that schools should integrate human resource management and organizational culture with performance improvement as a strategy for strengthening service quality. The small sample from a single school, the cross-sectional design, and the self-reported data limit the generalizability of the findings, so the results should be interpreted with caution.
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