Examining the Role of Coaching, Mentoring, and Work Experience in Employee Performance at the Madya Dua Tax Service Office, Surabaya

Nurul Afrian; Purwanto Purwanto; Sri Rahayu; Rifda Fitrianty

doi:10.31004/riggs.v4i4.4794

Authors

Nurul Afrian Sekolah Tinggi Ilmu Ekonomi Mahardhika
Purwanto Purwanto Sekolah Tinggi Ilmu Ekonomi Mahardhika
Sri Rahayu Sekolah Tinggi Ilmu Ekonomi Mahardhika
Rifda Fitrianty Sekolah Tinggi Ilmu Ekonomi Mahardhika

DOI:

https://doi.org/10.31004/riggs.v4i4.4794

Keywords:

Coaching, Mentoring, Work Experience, Employee Performance, Public Sector Human Resources

Abstract

This study explores the influence of coaching, mentoring, and professional experience on the performance of employees at KPP Madya Dua Surabaya, a public tax office operating under the Directorate General of Taxes. Adopting a quantitative explanatory research design, the study involved 97 civil servants who completed structured questionnaires, with data analyzed using multiple linear regression techniques. Findings indicate that each factor coaching, mentoring, and work experience independently enhances employee performance, while their combined effect produces the most substantial improvement. Coaching supports employees in developing creative solutions, adaptive problem-solving abilities, and innovative task management strategies. Mentoring enables knowledge transfer, skill refinement, leadership development, and fosters engagement through guidance and professional modeling. Work experience allows employees to translate accumulated knowledge into practical performance, building competence and efficiency over time. Descriptive insights further highlight employees’ positive perception of developmental interventions, emphasizing that structured guidance, role modeling, and hands-on experience are key to professional growth. The results underscore that employee performance is optimally achieved through a holistic approach integrating supervisory support, mentoring relationships, and practical experience rather than isolated interventions. Based on these findings, it is recommended that KPP Madya Dua Surabaya implement systematic coaching frameworks, clearly defined mentoring objectives, and strategic staff placements that capitalize on employees’ existing expertise. By doing so, the organization can enhance employee productivity, ensure consistent achievement of institutional goals, and strengthen overall human resource capacity in public sector tax administration.

Downloads

Download data is not yet available.

References

E. Knies, P. Boselie, J. Gould-Williams, and W. Vandenabeele, “Strategic human resource management and public sector performance: context matters,” Int. J. Hum. Resour. Manag., vol. 35, pp. 1–13, 2018, doi: 10.1080/09585192.2017.1407088.

M. Ahyaruddin and R. Akbar, “THE RELATIONSHIP BETWEEN THE USE OF A PERFORMANCE MEASUREMENT SYSTEM, ORGANIZATIONAL FACTORS, ACCOUNTABILITY, AND THE PERFORMANCE OF PUBLIC SECTOR ORGANIZATIONS,” J. Indones. Econ. Bus., vol. 31, p. 1, 2016, doi: 10.22146/jieb.10317.

L. Andriati and M. S. . Tanjung, “PENGARUH MOTIVASI, BEBANKERJA, DAN KEPUASAN KERJA TERHADAP KINERJA PENYULUH LAPANGAN KELUARGA BERENCANA KOTA PADANG,” 2020. [Online]. Available: https://econpapers.repec.org/RePEc:osf:osfxxx:75eu6

F. Wulansari and D. Fauzi, “PENGARUH COACHING DAN MENTORING TERHADAP KINERJA PEGAWAI,” Angew. Chemie Int. Ed., vol. 6, no. 11, pp. 951–952, 2023.

C. J. Purwanggono, Manajemen Kinerja dan Pengembangan Sumber Daya Manusia. Medan: PT Media Penerbit Indonesia, 2024.

H. K. Aman, “Analisis terhadap peran dan fungsi coach dan mentor dalam diklat kepemimpinan pada bpsdmd provinsi sumatera selatan,” E-Library-BPSDMD Provinsi Sumatera Selatan. http//elibrary. diklatsumsel. id/index. php., 2015.

C. F. U.R.P, B. Haryono, and J. Heryanto, “Penggunaan Metode Coaching dan Mentoring untuk Meningkatkan Kinerja Tim Promosi di Yayasan Pandhega Jaya, Sidoarjo,” J. Mirai Manag., vol. 9, no. 1, pp. 904–915, 2024.

S. Sudirja and R. S. Rini, “COACHING PROGRAM DALAM MENINGKATKAN PENGEMBANGAN KARYAWAN PT HUTAMA KARYA INFRASTRUKTUR,” Sci. J. Reflect. Econ. Accounting, Manag. Bus., vol. 5, no. 1, pp. 114–122, 2022, doi: 10.37481/sjr.v5i1.431.

B. Napitupulu, “COACHING DAN KINERJA INDIVIDU: ANALISIS MEDIASI KOMITMEN KERJA PADA KARYAWAN INDUSTRI MANUFAKTUR,” Value J. Manaj. dan Akunt., vol. 16, pp. 350–363, 2021, doi: 10.32534/jv.v16i2.1977.

M. Laksono, T. Rochmawan, T. Aryanto, and D. Purwaningrum, “KINERJA KARYAWAN DITINJAU DARI PELATIHAN, PENGEMBANGAN KARIR DAN PENGALAMAN KERJA,” J. Sekol. TINGGI ILMU Ekon. SEMARANG, vol. 17, no. 1, pp. 37–51, 2025.

A. Alabi and M. Jelili, “Clarifying likert scale misconceptions for improved application in urban studies,” Qual. Quant., vol. 57, 2022, doi: 10.1007/s11135-022-01415-8.

T. M. B. Virgawenda, A. Ardansyah, and B. Sumenang, “Pengaruh Coaching Dan Motivasi Terhadap Kinerja Pegawai Pada PT Jasa Raharja (Persero) Cabang Lampung,” Sos. J. Ilmu Adm., vol. 16, no. 1, 2021.

T. Lalitaratri, “Pengaruh Coaching, Mentoring, dan Coworker Support Terhadap Job Performance Pada Pegawai PT. Pegadaian (Persero) Cabang Nganjuk,” SINOMIKA J. Publ. Ilm. Bid. Ekon. dan Akunt., vol. 2, no. 1, pp. 111–126, May 2023, doi: 10.54443/sinomika.v2i1.1183.

Khaeruman et al., Meningkatkan Kinerja Manajemen Sumber Daya Manusia (Konsep & Studi Kasus) i Meningkatkan Kinerja MANAJEMEN SUMBER DAYA MANUSIA. 2021.

S. Y. Warella et al., Penilaian Kinerja Sumber Daya Manusia, Cetakan 1. YAYASAN KITA MENULIS, 2021.

H. Hildawati et al., Buku Ajar Metodologi Penelitian Kuantitatif & Aplikasi Pengolahan Analisa Data Statistik. PT. Sonpedia Publishing Indonesia, 2024. [Online]. Available: https://books.google.co.id/books?id=_eL8EAAAQBAJ

T. B. Sembiring, Irmawati, M. Sabir, and I. Tjahyadi, BUKU AJAR METODOLOGI PENELITIAN (TEORI DAN PRAKTIK), Cetakan Pe. Karawang: CV Saba Jaya Publisher, 2024.

S. T. EL Hajjar, “STATISTICAL ANALYSIS: INTERNAL-CONSISTENCY RELIABILITY AND CONSTRUCT VALIDITY,” Int. J. Quant. Qual. Res. Methods, vol. 6, no. 1, pp. 46–57, 2018.

Z. Zhang, “Residuals and regression diagnostics: Focusing on logistic regression,” Ann. Transl. Med., vol. 4, p. 195, 2016, doi: 10.21037/atm.2016.03.36.

J.-H. Kim and S. (Shawn) Jang, “Determinants of authentic experiences: An extended Gilmore and Pine model for ethnic restaurants,” Int. J. Contemp. Hosp. Manag., vol. 28, no. 10, pp. 2247–2266, 2016, doi: 10.1108/IJCHM-06-2015-0284.

R. Osemeke, J. Igabari, and N. Christian, “Detection and Correction of Violations of Linear Model Assumptions by Means of Residuals,” 2024.

Arikunto, Metodelogi Penelitian, Suatu Pengantar Pendidikan. Jakarta: Rineka Cipta, 2019.

A. P. M.Si et al., Buku Metode Penelitian Kualitatif & Kuantitatif. 2020.

A. D. Priutami, L. A. Manafe, and A. K. Sari, “EMPLOYEE PERFORMANCE ANALYSIS; POST MUTATIONS IMPLEMENTATION AT PT. JASA RAHARJA SURABAYA REPRESENTATIVE,” Int. J. Econ. Bus. Account. Res., vol. 7, no. 2, 2023, doi: 10.29040/ijebar.v7i2.9215.

C. R and D. M. Nathan, “ENHANCING ORGANIZATIONAL PERFORMANCE THROUGH EMPLOYEE COACHING: A REVIEW OF CURRENT PRACTICES AND FUTURE DIRECTIONS,” Cah. MAGELLANES-NS, vol. 6, no. 2, pp. 1090–1101, 2024.

C. Deng and N. Turner, “Identifying key mentor characteristics for successful workplace mentoring relationships and programmes,” Pers. Rev., vol. 53, no. 1, pp. 580–604, 2023, doi: 10.1108/pr-08-2022-0535.

T. M. Hutahaean, J. Johannes, and E. Edward, “ANALISIS COACHING DAN MENTORING TERHADAP KINERJA PEGAWAI DENGAN MEDIASI MOTIVASI KERJA,” J. Manaj. Terap. dan Keuang., vol. 12, no. 2, pp. 516–526, 2023, doi: 10.22437/jmk.v12i2.21644.

A. Faisal, “The Effect of Training , Mentoring , and Resilience on Employee Performance is Mediated by Employee Engagement,” Dinasti Int. J. Digit. Bus. Manag., vol. 5, no. 3, pp. 511–531, 2024.

M. Yunus, “Pengaruh pengalaman kerja, motivasi kerja, disiplin kerja terhadap kinerja karyawan,” J. Ilmu dan Ris. Manaj., vol. 12, no. 1, pp. 1–19, 2020.

H. Fauli, J. Aprilia, and N. Matiin, “Pengaruh Kompetensi dan Pengalaman Kerja Terhadap Kinerja Karyawan,” Mult. (Jurnal Magister Manajemen), vol. 5942, pp. 364–374, 2025.

L. A. Manafe, M. Wahib, M. Zebua, R. Andriana, and Y. Erawati, “IS EMPLOYEE PERFORMANCE INFLUENCED BY DISCIPLINE, MOTIVATION, AND COMPETENCE? A STUDY ON SALON AND BEAUTY EQUIPMENT BUSINESS,” Int. J. Econ. Bus. Account. Res., vol. 8, no. 1, 2024, doi: 10.29040/ijebar.v8i1.12756.