Examining The Moderating Role of Workload in The Impact of Soft Skill and Transformational Leadership on Frontliner Performance
Agung Khresna Waskito Hutabarat (a), Prihatin Lumbanraja (b), Elisabet Siahaan (c)

Master of Management, University of North Sumatera, Indonesia
(agunghutabarat[at]yahoo.com)

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 frontliner 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 150 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 Transformational Leadership have a significant influence on performance.

Keywords: Fronliner Perdormance, Transformational Leadership, Soft Skill, Workload

Topic: Organizational Behavior, Leadership and Human Resource Management