The Effect of Job Satisfaction and Work-Life Balance on Employee Performance with Organizational Commitment as Mediating Variable

Human capital is a key factor in achieving high performance by a company. However, employees who are dissatisfied with their work have low productivity, which has a negative impact on the company's performance. Therefore, it is important for company management to identify and evaluate the factors that have a significant impact on the employee performance in modern conditions. The purpose of this study is to examine the effect of job satisfaction and work-life balance on employee performance and organizational commitment as mediating variable. The object of this study is group customer operations in telecommunication companies. Data was collected using the online questionnaire on Microsoft 365. This sampling technique uses a non-probability sampling technique with purposive sampling method where six divisions of customer operations groups in a telecommunications company used as respondents can return 195 questionnaires. The sample consisted of males 116 (59.5%) and 79 females (40.5%). In this study the authors use the data analysis method using SEM (Structural Equation Model) with calculation tools. The study results show that job satisfaction and organizational commitment are the main factors that can improve employee performance and employee resilience. At the same time, work-life balance does not affect the employee performance in the studied telecommunication companies. Job satisfaction and organizational commitment in group customer operation in telecommunication must be further improved so that management gets more productive and effective human resources in increasing the company's target to become a superior company in the telecommunications industry.