THE EFFECTS OF HUMAN RESOURCE READINESS AND ORGANIZATIONAL SUPPORT ON SERVICE DIGITALIZATION: THE MEDIATING ROLE OF ORGANIZATIONAL COMMITMENT AT PURWAKARTA REGENCY SAMSAT

Abstract

This study aims to analyze the influence of human resource readiness and organizational support on service digitalization, as well as the role of organizational commitment as a mediating variable at SAMSAT Purwakarta Regency. This research employs a quantitative approach using survey method. The population consists of all 44 employees of SAMSAT Purwakarta Regency, all of whom were taken as samples using the census technique. Data were collected through questionnaires, while data analysis was carried out using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) with SmartPLS 4 software. The results indicate that: (1) human resource readiness has no significant effect on organizational commitment with a path coefficient of 0.032 and p-value of 0.850; (2) organizational support has a positive and significant effect on organizational commitment with a path coefficient of 0.847 and p-value of 0.000; (3) human resource readiness has no significant effect on service digitalization with a path coefficient of 0.066 and p-value of 0.627; (4) organizational support has a positive and significant effect on service digitalization with a path coefficient of 0.543 and p-value of 0.005; (5) organizational commitment has a positive and significant effect on service digitalization with a path coefficient of 0.328 and p-value of 0.038; (6) organizational commitment does not act as a mediating variable in the relationship between human resource readiness and service digitalization with an indirect effect of 0.010 and p-value of 0.867; and (7) organizational commitment acts as a mediating variable in the relationship between organizational support and service digitalization with an indirect effect of 0.278 and p-value of 0.033. Overall, the research model explains 76.4% of the variance in organizational commitment (R² = 0.764) and 81.3% of the variance in service digitalization success (R² = 0.813). This study implies that the success of service digitalization is more determined by comprehensive organizational support and the improvement of employee commitment, while maintaining the existing level of human resource readiness. The findings are expected to provide recommendations for the management of SAMSAT Purwakarta Regency and related institutions in formulating human resource development strategies and organizational policies to support successful digital transformation.