Tesis ini mendeskripsikan pengaruh Kompetensi dan hubungan Leader MemberExchange (LMX) terhadap Kinerja pada Customer Service di perusahaan XLAxiata. Variabel Kompetensi yang diteliti dikhususkan pada dimensi Motives andTraits, Self Concept, dan Knowledges dan Skills. Hubungan Leader MemberExchange (LMX) dalam penelitian ini berperan sebagai variabel Intervening dandilihat dari perspektif kualitas LMX dan dimensi LMX. Kinerja sebagai variabelterikat dan diukur dari tingkat pencapaian kinerja para Customer Service di tahun2014 sampai dengan bulan Maret. Penelitian ini melibatkan 257 responden dari 9unit customer service yang tersebar di seluruh Indonesia. Hasil analisismenunjukkan bahwa ada pengaruh positif yang signifikan antara Kompetensiterhadap Leader Member Exchange (LMX) secara langsung dan ada pengaruhpositif secara tidak signifikan antara Kompetensi terhadap Kinerja secaralangsung. Hubungan Leader Member Exchange (LMX) ternyata berpengaruhnegatif secara langsung dan tidak signifikan terhadap Kinerja. Untuk dapatmeningkatkan kinerja, XL Axiata tidak hanya perlu meningkatkankompetensi tetapi juga dimensi selain LMX. Selain itu perlu dilakukanreview lebih jauh terhadap efektifitas LMX terhadap upaya peningkatankinerja customer service dan tingkat hubungan atasan bawahan yang ideal.

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This thesis describes the impact of competence and relationship Leader MemberExchange (LMX) on the performance of the company's Customer Service at XLAxiata. Variables studied Competence devoted to the dimensions of Motives andTraits, Self Concept, and Knowledge and Skills. Relationship Leader MemberExchange (LMX) in this study serves as an intervening variable and viewed fromthe perspective of the quality of LMX and LMX dimensions. Performance as thedependent variable is measured from the Customer Service?s level of theperformance achievement in year 2014 (up to March). The study involved 257respondents from 9 unit customer service throughout Indonesia. The analysisshowed that there was a significant positive direct impact between thecompetencies and the Leader Member Exchange (LMX) and there isinsignificantly positive impact between the competencies and the performancedirectly. Leader Member Exchange (LMX) has insignificantly negative directimpact to performance. In order to improve performance, XL Axiata does not onlyneed to increase customer service?s competency but also LMX dimensions. Inaddition it is necessary to further review of the effectiveness of LMX onimproving the performance and the ideal level of customer service leader-memberexchange.