The Influence of Knowledge on the Performance of Frontliner Employees at PT Bank Rakyat Indonesia (Persero) Tbk Surabaya Pahlawan Branch with Skill as a Moderating Variable

Abstract

The purpose of this study is to investigate how knowledge affects the performance of frontline staff and to assess how skills serve as a moderating factor in this regard. Frontline employees of PT Bank Rakyat Indonesia (Persero) Tbk, Pahlawan Surabaya Branch, including tellers, customer service representatives, universal bankers, and security officers, were the subjects of this study. A saturated a sampling method was applied to obtain 100 respondents in an associative quantitative study. A closed-ended questionnaire was used to collect data, and analyses were conducted using multiple linear regression and moderated regression. The research findings indicate that employee performance is positively and significantly influenced by knowledge. Performance is also positively and significantly influenced by skills. Furthermore, it has been shown that the interaction between knowledge and skills increases the impact on performance, indicating that skills modify the relationship between employee performance and knowledge. These results imply that improving frontline employee performance is significantly influenced by the combination of practical skills and information mastery. This study helps management organizations in developing plans to comprehensively improve human resource competencies.