The Influence of Certification Body Management System Implementation and Organizational Personnel Competence on Personnel Performance: The Mediating Effect of Job Satisfaction Across Generations at PT Garuda Sertifikasi Indonesia
Abstract
Personnel performance is a critical determinant of service quality in certification bodies; however, studies examining the mediating role of job satisfaction remain limited. This study aims to examine the effects of certification body management system implementation and organizational personnel competence on personnel performance, with job satisfaction serving as a mediating variable across generations at PT Garuda Sertifikasi Indonesia. A quantitative explanatory research design was employed involving all 80 personnel using a census sampling technique. Primary data were collected through questionnaires and supported by company documentation, while the data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results indicate that the certification body management system and personnel competence have positive and significant effects on both job satisfaction and personnel performance. Furthermore, job satisfaction positively affects personnel performance and partially mediates the relationships between the management system, personnel competence, and personnel performance. These findings highlight the importance of integrating effective management systems, personnel competence, and job satisfaction to improve personnel performance across generations. The study contributes by extending the literature on certification bodies through a mediation model that provides practical guidance for strengthening organizational performance and service quality.
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