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This study analysed corporate transformation programs through psychological empowerment and micro-innovation to improve organisational business performance. The study was conducted at the Indonesia State Electricity Company (PT PLN) with a purposive sampling technique of 99 technical customer service employees. PT PLN provides a case regarding its performance measurement, primarily focused on technical business operations. The technical and operational performance at PT PLN is assessed mainly using the System Average Interruption Frequency Index (SAIFI), System Average Interruption Duration Index (SAIDI), and the Frequency of General Technical Malfunctions (FGTM). The data collection method used a questionnaire with the Likert Scale technique. A Partial Least Square Structural Equation Modeling approach was used to test the hypotheses. The findings showed that psychological empowerment has a significant effect on micro-innovation, but it does not have a direct impact on organisational business performance. Micro-innovation significantly affects organisational business performance, and micro-innovation mediates the impact of psychological empowerment on organisational business performance. This study enhances understanding and improves an organisation’s non-financial aspects, such as response times and outage management for service delivery and customer satisfaction.

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Enhancing Business Performance Through Psychological Empowerment and Micro-innovation in Indonesia’s Electricity Sector

  • 会议论文

  • 发表日期：

    2025年

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  • Adriansyah Ekosaputro,
  • Laila Refiana Said,
  • Mohamad-Noor Salehhuddin Sharipudin

摘要

This study analysed corporate transformation programs through psychological empowerment and micro-innovation to improve organisational business performance. The study was conducted at the Indonesia State Electricity Company (PT PLN) with a purposive sampling technique of 99 technical customer service employees. PT PLN provides a case regarding its performance measurement, primarily focused on technical business operations. The technical and operational performance at PT PLN is assessed mainly using the System Average Interruption Frequency Index (SAIFI), System Average Interruption Duration Index (SAIDI), and the Frequency of General Technical Malfunctions (FGTM). The data collection method used a questionnaire with the Likert Scale technique. A Partial Least Square Structural Equation Modeling approach was used to test the hypotheses. The findings showed that psychological empowerment has a significant effect on micro-innovation, but it does not have a direct impact on organisational business performance. Micro-innovation significantly affects organisational business performance, and micro-innovation mediates the impact of psychological empowerment on organisational business performance. This study enhances understanding and improves an organisation’s non-financial aspects, such as response times and outage management for service delivery and customer satisfaction.