FAKTOR-FAKTOR YANG MEMPENGARUHI FINANCIAL PERFORMANCE, DI MEDIASI OLEH RADICAL SERVICES INNOVATION PADA PERUSAHAAN JASA SWASTA DAN BUMN

Abstract

This study aims to understand how Soft Human Resources Management affects Financial Performance. The focus of this research is only on various service companies in the Greater Jakarta area. The novelty of this research lies in the location, variables studied, research objects, and time of research. It was conducted quantitatively using an online questionnaire in the form of a Google Form with 104 respondents consisting of managers, supervisors, and echelon officials in service companies. Meanwhile, data analysis was carried out using an SEM approach using AMOS. The results of the study explain that Soft HRM and customer orientation can have a high and relevant effect on radical service innovation and financial performance. Likewise, radical service innovation has a positive effect on financial performance and acts as a mediator between independent and dependent variables. The study is limited to the service sector in the JABODETABEK area, so the results cannot be generalized to other regions or industrial sectors.