PENGARUH COACHING DAN TRAINING TERHADAP KINERJA CUSTOMER RELATIONSHIP OFFICER MELALUI MOTIVASI KERJA DI PT PEGADAIAN KANTOR WILAYAH XII SURABAYA

This study aimed to examine the influence of coaching and training on the performance of Customer Relationship Officers (CRO) at PT Pegadaian Regional Office XII Surabaya, both directly and indirectly through work motivation. Utilizing a causal descriptive design with a quantitative approach, the research involved 117 respondents across 70 branches selected through purposive sampling. Data analysis was conducted using the SEM-PLS method, including both the Outer Model and Inner Model analyses. The results showed that coaching had a significant positive effect on CRO work motivation, although it did not directly influence their performance. In contrast, training was found to have both a direct and significant effect on CRO performance, as well as a significant positive impact on work motivation. Furthermore, work motivation itself had a significant effect on performance, indicating its key mediating role. Both coaching and training were also found to have significant indirect effects on performance when mediated by work motivation. These findings highlight the importance of motivational factors in enhancing employee performance, particularly in the context of coaching programs.