Abstract: This study’s intentionality was to analyze the influence of employee commitment and service performance on the marketing and sales processes in Lippo Cikarang Bekasi, Inc, one of big financial services company in Indonesia. The failure of marketing and sales was not highlighted from the marketing strategy but judging from the competence of employees who were inconsistent with the knowledge or expertise that a superior performer carries. Path analysis was applied on the data collected from 218 questionnaires respondent. The results show that competence along with knowledge, ideals, motivation, personal characteristics, self-concept, and skill indicators, had a positive significant effect on employee commitment. Through commitment, a competence indictor had a significantly positive effect on service performance. This Suggests that workload can increase commitment and thereby indirectly improve service performance. According to its multiple facets, employee commitment appears to have a significant effect on service performance, the later construct operationalized via its accessibility, courtesy, credibility, reliability, responsiveness, security and tangibility indicators. Competence is a top priority in completing job responsibilities.
Keywords: Competency, workload, commitment, service performance
