Abstract :

This study examines the effect of talent management and innovative work behavior on customer satisfaction through operational performance in reducing lightning-induced claims at XYZ Company in Area 1 Sumatra. A quantitative approach with a causal and cross-sectional research design was employed. The population consisted of 11,260 operational sites, from which 400 sites were selected using the Slovin formula. The unit of analysis was the operational site, while the units of observation included managerial representatives and customer representatives. Data were collected using a structured questionnaire measured on a five-point Likert scale and analyzed using Partial Least Squares Structural Equation Modeling (SEM-PLS). The results show that talent management has a positive and significant effect on operational performance and innovative work behavior. Operational performance also has a positive and significant effect on customer satisfaction. However, innovative work behavior does not directly affect operational performance or customer satisfaction. The direct effect of talent management on customer satisfaction is significant but negative, indicating that internal talent practices do not automatically improve customer satisfaction unless they are translated into better operational outcomes. Furthermore, operational performance significantly mediates the relationship between talent management, innovative work behavior, and customer satisfaction. These findings emphasize that customer satisfaction in lightning-induced claim management is more effectively improved through reliable operational performance supported by strong talent management and structured innovation practices.

---

Keywords :

Customer Satisfaction, Innovative Work Behavior, lightning-induced claims, operational performance, SEM-PLS, talent management

---

References :

1. Al-Azzam, M. K. A., Al-Manasra, T. K., Al-Alwan, M. A. M., Alqahtani, M. M., Zyoud, A. H., & Alathamneh, F. F. (2023). Using an Extended Technology Acceptance Model to Uncover Variables Influencing Physicians’ Use Of EHR in Jordan: Insights from Alberta, Canada. Information Sciences Letters, 12(6), 2315–2333. https://doi.org/10.18576/isl/120609
2. Alsaqer, S., Katar, I. M., & Abdelhadi, A. (2024). Investigating TQM Strategies for Sustainable Customer Satisfaction in GCC Telecommunications. Sustainability (Switzerland), 16(15). https://doi.org/10.3390/su16156401
3. Bibi, M. (2018). Impact of Talent Management Practices on Employee Performance. SEISENSE Journal of Management, 2(1), 22–32. https://doi.org/10.33215/sjom.v2i1.83
4. (2025). Lightning Strike Information for December 2024/Informasi Sambaran Petir Bulan Desember 2024. https://www.bmkg.go.id/geofisika-potensial/peta-sambaran-petir/informasi-sambaran-petir-bulan-desember-2024
5. (2025). Telecommunication Statistics in Indonesia, 2024.
6. Creswell, J. W., & Creswell, J. D. (2018). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches, Fifth edition. London: SAGE Publication.
7. Finley, B., Boz, E., Kilkki, K., Manner, J., & Oulasvirta, A. (2017). Does Network Quality Matter ? A Field Study of Mobile User Satisfaction. Pervasive and Mobile Computing, 39, 80–99.
8. Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2018). Multivariate Data Analysis, 8th edition. Canda: Cengage.
9. Hongal, P., & Kinange, D. U. (2020). A Study on Talent Management and its Impact on Organization Performance- An Empirical Review. International Journal of Engineering and Management Research, 10(01), 64–71. https://doi.org/10.31033/ijemr.10.1.12
10. Khalufi, N. A. M., Sheikh, R. A., Khan, S. M. F. A., & Onn, C. W. (2025). Evaluating the Impact of Sustainability Practices on Customer Relationship Quality: An SEM-PLS Approach to Align with SDG. Sustainability (Switzerland), 17(2). https://doi.org/10.3390/su17020798
11. Koushki, M., Taghizadeh, H., & Pourmahmoud, J. (2025). Structural Model of the Impact of Talent Management on Human Resource Productivity and Innovation in the National Road Maintenance and Transportation Organization. Management Strategies and Engineering Sciences, 7(3), 142–150. https://doi.org/10.61838/msesj.7.3.14
12. Luna-Arocas, R. (2023). The key role played by innovation in the talent management and organizational performance relationship. Employee Realatiobs, 45(6), 1347–1370.
13. Min, W., Selamat, R., & Shanshan, T. (2025). How Talent Management Practices Drive Innovative Capabilities: Evidence from the Technology Sector. International Journal of Academic Research in Business and Social Sciences, 15(4), 177–184. https://doi.org/10.6007/ijarbss/v15-i4/25129
14. Morgan, N. A., & Rego, L. L. (2006). The value of different customer satisfaction and loyalty metrics in predicting business performance. Marketing Science, 25(5), 426–439. https://doi.org/10.1287/mksc.1050.0180
15. Pasaribu, R. D., Kartini, D., Oesman, Y. M., & Padmadisastra, S. (2016). The Effect of Customer Demand and Supplier Performance in Competitive Strategy and Business Performance ( Case of Fixed Broadband in Indonesia ). International Journal of Scientific & Research, 5(02), 123–129.
16. Praeditia, Y. A., & Sutjipto, M. R. (2025). The Influence of Technology Orientation, Human Resources Readiness, and Management Support on Digital Competence and its Implications for Mining Operational Team Performance (Case Study at PT Petrosea TBK). Enrichment: Journal of Multidisciplinary Research and Development, 3(3), 349–368. https://doi.org/10.55324/enrichment.v3i3.386
17. Sekaran, U., & Bougie, R. (2016). Research Methods for Business, Sevent Edition. Chichester: John Wiley & Sons, Inc.
18. Thakur, P., Saxena, C., & Arora, R. (2022). Exploring the link between Innovativeness and Organizational Performance. NMIMS Management Review, 30(01), 68–89. https://doi.org/10.53908/nmmr.300104
19. Wilson, A., Zeithaml, V., Bitner, M. J., & Gremler, D. (2016). EBOOK: Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill Education. https://books.google.co.id/books?id=GMsvEAAAQBAJ
20. World Bank. (2021). Beyond Unicorns: Harnessing Digital Technologies for Inclusion in Indonesia.
21. World Bank. (2024). Resilient telecommunications infrastructure.
22. World Bank. (2025). Digital Progress and Trends Report 2025: Strengthening AI Foundations. https://www.worldbank.org/en/publication/dptr2025-ai-foundations
23. Zhou, S. S., Zhou, A. J., Feng, J., & Jiang, S. (2019). Dynamic capabilities and organizational performance: The mediating role of innovation. Journal of Management &Organization, 5, 731–747. https://doi.org/10.1017/jmo.2017.20