Influence of Competence, Managerial and Organizational Support on Employee Performance in The XYZ Retail Store

Abstract

Background: Employee performance serves as a key determinant of success in modern retail businesses reliant on rapid customer service and high operational quality, influenced by individual competence, managerial support, and organizational support.
Purpose: This study aims to examine the simultaneous effects of individual competence, managerial support, and organizational support on employee performance at XYZ retail stores in Central Lampung, including their roles in enhancing competence.
Design/methodology/approach: A quantitative explanatory approach was employed via questionnaires from 170 respondents (proportional Slovin sampling from 294 employees), analyzed using Structural Equation Modeling-Partial Least Square (SEM-PLS) with SmartPLS 4.1. 
Findings/Result: Individual competence (β=0.295, p=0.003), managerial support (β=0.247, p=0.002), and organizational support (β=0.212, p=0.006) positively and significantly influenced employee performance; managerial (β=0.508, p=0.000) and organizational support (β=0.312, p=0.000) also strengthened competence, with moderate R² (0.339-0.405), Q², and high GoF (0.523).
Conclusion: Retail firms should prioritize competence development via training, effective managerial coordination, and supportive work environments to optimize employee performance and sustain competitiveness.
Originality/Value (State of the art): This research offers originality through an integrated model of three predictors using two-stage HOC-SEM-PLS in the Indonesian retail context, filling empirical gaps from separate non-retail studies, and providing practical implications for retail HR digital transformation.

Keywords: employee performance, individual competence, managerial support, organizational support, customer service