The Influence of Competence and Workload on Employee Performance in An Indonesian Customs Office: The Mediating Role of Job Satisfaction

Abstract

This study aims to examine and analyze the influence of competence and workload on employee performance, as well as the role of job satisfaction as a mediating variable at the Regional Office of the Directorate General of Customs and Excise (DJBC) Western Sumatra. The study is motivated by issues such as inconsistent quarterly employee performance achievements, low participation in competency development training, and uneven workload distribution across work units. These factors are considered to affect job satisfaction and overall employee performance. The research employs a quantitative approach using a survey method. Data were collected through questionnaires and distributed from March to May 2025 to 180 employees selected as samples from the population working within the DJBC Regional Office of Western Sumatra, including units in Bandar Lampung and Bengkulu. The data were analyzed using Structural Equation Modeling (SEM) with Analysis of Moment Structure (AMOS) to test both direct and indirect relationships among the variables. The results of the study support the proposed hypotheses. Competence has a positive and significant effect on employee performance, while workload has a negative effect. Moreover, job satisfaction significantly mediates the influence of both competence and workload on employee performance. Based on these findings, the study recommends that the institution actively improve the quality and quantity of employee training, implement fair and proportional workload distribution, strengthen internal monitoring and performance evaluation systems, and foster a work climate that supports job satisfaction as a strategic effort to enhance employee performance.