Track: Artificial Intelligence

Abstract

This study aims to determine how much influence Soft Competence has on Intellectual Capital and Talent Management and its impact on Service Quality at Mega Bank Regional Makassar. This study uses a causality design with a quantitative approach and conducts at Mega Bank Regional Makassar. The study population was all employees, as many as 201 people. A simple random sampling method was used by distributing questionnaires out in stages. All respondents were able to complete the questionnaire with various factors experienced by respondents, including being sick, being outside the city, not returning according to the specified time, etc. Only 50% managed to return the questionnaire entirely and on time. Thus, the final sample included in this research was 100 people. The procedures for collecting information are monitoring, question and answer, questionnaires, and documentation. Analysis of information using path analysis with SPSS version 25.0 software. The results showed that the direct effect of soft competence on talent management gave the highest correlation value compared to other immediate products. Smooth competence possessed by Mega Bank Regional Makassar employees is considered a personal advantage that provides benefits in the organization with the ability to measure individual characteristics that make it easier for management to capture these potentials in increasing the achievement of organizational goals. The lowest correlation is shown in the direct influence of talent management on service quality at Mega Bank Regional Makassar and the indirect effect of soft competence and intellectual capital on service quality through talent management. Internal control in organizing work in each division does not involve an independent assessor. Not all the employees' ability to manage talent is considered good. Employees who have good performance that provides added value to the organization are still not appreciated. This research's contribution is that academic ability with good intellectual capital is not always a consideration for Mega Bank Regional Makassar in improving the service quality. Still, the most important thing is the soft competence of employees.