Data-Driven Evaluation of Employee Performance as a Mediator between Technology, Work Culture, and Service Quality

Abstract

Introduction: technology adoption, work culture, and servant leadership are critical organizational factors influencing service quality in public sector institutions. Understanding their impact requires a data-driven approach to evaluate how these variables interact through employee performance. This study aims to provide a quantitative assessment of the relationships between organizational factors, employee performance, and service quality within Indonesia’s national social security agency, highlighting the mediating role of employee performance.

Method: data were collected through a structured questionnaire administered to employees in April 2025. Using Structural Equation Modeling (SEM), the study analyzed the direct and indirect effects of technology adoption, work culture, and servant leadership on service quality via employee performance. Metadata-driven techniques were applied to organize survey responses and extract insights regarding the relative influence of each factor.

Results: the analysis reveals that technology adoption and work culture significantly enhance employee performance, which in turn positively mediates their effect on service quality. Servant leadership, however, does not demonstrate a direct influence on service quality, suggesting its role may operate through indirect or contextual mechanisms. Quantitative metrics indicate that employee performance serves as a key pathway linking organizational resources to service outcomes.

Conclusions: This data-driven assessment highlights the critical role of employee performance in translating organizational initiatives into improved service quality. The findings underscore the importance of fostering digital transformation and a strong work culture while integrating leadership strategies that indirectly support performance. By framing the study within a quantitative and metadata-informed perspective, the results provide actionable insights for policymakers and managers seeking to optimize service delivery in public sector organizations.