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Front-line employees are at the forefront of a bank to give a positive impression to customers. The problem in this research is the low service performance at Bank BRI in South Sulawesi. This study is aimed to analyze and examine the effect of collaborative governance and personal competence on BRI bank performance through direct and indirect Organizational Commitment. Respondents in this study were front-line employees at Bank BRI in South Sulawesi. The latter were stratified proportional random representing the characteristics of each employee, namely 170 people—collecting data through observation and questionnaires. The data were analyzed with a quantitative approach using the structural equation model analysis. The findings of this study state that collaborative governance and personal competence have a direct, accurate and significant effecton organizational commitment. Organizational commitment can mediate the relationship between collaborative governance, individual competence and employee performance. Thus, the findings of this study also indicate that indirectly, collaborative governance and personal competence have a significant effect on improving the performance of BRI employees through organizational commitment. |
