Improving the Human Resources Performance of Kppbc Tmp Tanjung Emas Based on Role Playing Training Approach and Service Competence
Abstract
This study is explanatory research that aims to examine the effect of Role Playing Training Approach on Service Competence and Human Resources (HR) Performance at KPPBC Jenis Madya Pabean Tanjung Emas. The variables used in this research include Role Playing Training Approach, Service Competence, and HR Performance. Primary data were collected through questionnaires distributed to respondents, while secondary data were obtained from institutional reports, literature, and related documents. The research population consisted of 260 employees, with a maximum sample of 160 respondents determined using purposive sampling, with criteria of a minimum of five years of service and a minimum age of 25 years. Data collection methods included literature study, observation, and questionnaire distribution using a Likert scale of 1–5. Data analysis was conducted using Structural Equation Modeling (SEM) with the Partial Least Square (PLS) approach. The results indicate that the Role Playing Training Approach has a positive and significant effect on Service Competence, and also has a positive and significant effect on HR Performance. Furthermore, Service Competence was found to positively and significantly influence HR Performance. These findings highlight that the implementation of role playing training not only improves service competence but also directly enhances HR performance, particularly in terms of ability, timeliness, and service quality. Therefore, role playing training can be considered an effective strategy for HR development to improve service quality and organizational performance.
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