The Influence of Employee Performance, Supply Chain Management and Service Quality on Operational Performance Power as a Service Regional Sumbagsel PT. XYZ
This research aims to analyze the influence of Employee Performance, Supply Chain Management, and Service Quality on Operational Performance in the Power as a Service (PaaS) business at PT. XYZ Regional Sumbagsel. The resarch utilized a quantitative design involving survey data from 568 subjects including Site Engineers and Site Engineer Coordinators. Data analysis was performed utilizing the Partial Least Squares-Structural Equation Modeling (PLS-SEM) technique via SmartPLS 4. The empirical findings indicate that Employee Performance, Supply Chain Management, and Service Quality have a positive and significant effect on Operational Performance, both partially and simultaneously. The Service Quality variable has the most dominant influence on improving operational performance. The research model also showed good predictive ability with an R-Square value of 0.543 and Q-Square of 0.532. These findings indicate that the success of operational performance in the PaaS business is greatly influenced by the integration of human resource quality, supply chain effectiveness, and consistency of service quality in supporting the achievement of Service Level Agreements (SLAs). This research contributes to the development of operational management literature, especially on the telecommunications infrastructure industry which demands a high level of service reliability and minimal downtime.