The Effect of Human Resource Competence and Internal Service Quality on Turnover Intention Among Generation Z Employees Through Job Satisfaction at Pt Permodalan Nasional Madani, Jakarta Branch

Florida Pardede; Agus Salim

doi:10.55927/ijis.v5i10.82

Authors

Florida Pardede Perbanas Institute
Agus Salim Perbanas Institute

DOI:

https://doi.org/10.55927/ijis.v5i10.82

Keywords:

Human Resource Competence, Internal Service Quality, Job Satisfaction, Turnover Intention, Generation

Abstract

This study aims to analyze the effect of human resource competence and internal service quality on the turnover intention of Generation Z employees through job satisfaction at PT Permodalan Nasional Madani Jakarta Branch. This research is driven by a critical phenomenon regarding the imbalance of human resource distribution, specifically the shortage of field Account Officers (AO), which triggers extreme workload spikes and high turnover intention risks among the young employee cohort. Furthermore, this study addresses inconsistencies in previous empirical findings (research gaps) regarding the relationships between these variables. The theoretical framework integrates Social Exchange Theory and Job Demands-Resources (JD-R) Theory. The research method applied is a quantitative approach using explanatory research. Primary data were gathered by distributing structured questionnaires to 200 Generation Z employees holding the position of Account Officer (AO) with a minimum tenure of one year. The sampling technique utilized is purposive sampling. The data analysis technique is performed through Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) assisted by SmartPLS 4 software

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