THE EFFECT OF PSYCHOSOCIAL FACTORS TO THE ACCOUNT MANAGERS PERFORMANCE : A CASE STUDY AT DIVISI GOVERNMENT SERVICE PT TELKOM INDONESIA

• Main Author: Putri Hadijah Somantri, Regita
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/64894
• Institution: Institut Teknologi Bandung

PT Telkom Indonesia (Persero) Tbk (Telkom) is a state-owned information and communications technology enterprise and telecommunications network in Indonesia (Telkom Indonesia, 2021). Telkom supplies the digital and telecommunication services for many market segments in Indonesia, including Government Segment that handled by Division for Government Service (DGS). To generate revenue at some units, Telkom create the Account Manager (AM) role as the striker that be the company’s representative to the customer. The AMs are targeted annually, and their performance being reviewed quarterly and annually. In 2020, turns out that the AM who could successfully achieve their annual target at DGS are only 40,61% of them. To face the new challenge in 2022, Telkom DGS should find out about the factors that could affect the account managers performance. According to the testimonies of Account Managers and theory of employee performance, the possible factors that might affecting the employee performance is the psychosocial at work. In that case, we analyze Psychosocial Factors at work. The methodology in this research is using Quantitative methods. We used COPSOQ III (Copenhagen Psychosocial Questionnaire) to find analyse the Psychosocial at AM’s work environment, perceived performance questionnaire, and AM’s performance data to analyse the correlation between the psychosocial factors. The data analysed further by the SPSS and root cause analysis to generate the best business solution of this phenomenon. The respondents on this research are the Account Managers that work at Division of Government Services (DGS). The research’ result conclude that Psychosocial at work simultaneously have a correlation with the performance of Account Managers and partially with some factors. The Psychosocial factors that have a high correlation with the Account Manager’s performance at Telkom DGS are Quality of Leadership, Commitment to the Workplace, Possibilities for Development, Quality of Work, and Self-efficacy.