The effect of digital competence, work life balance and work stress towards service performance with moderation of emotional intelligence on employees of PT.X

In today’s technology and digital era, the main problem that can impact the life sector is the aspect of Human Resources with the expertise and competence of an employee. Organizational goals will be achieved, however, with advances in information technology, activities carried out by humans can be completed efficiently and effectively to obtain optimal results. This study aims to determine employees' service performance by linking several variables including digital competence, work-life balance, work stress, and emotional intelligence. This study used the PLS (Partial Least Square) analysis tool and the number of samples was 190 respondents. The study results show that digital competence has no effect on service performance but positively impacts work-life balance and stress. Moreover, emotional intelligence does not moderate the relationship between digital competence and work life balance on service performance but moderates the relationship between work stress and service performance. This research was conducted to determine the performance of employee services and the employees of PT. X were the object of analysis. © 2023 by the authors. Licensee Bussecon International, Istanbul, Turkey. This article is an open access article distributed under the terms and


Introduction
Human Resources (HR) will always be the primary support in any organization at all times, regardless of its forms; without the expertise or competence of an employee, organizational goals will not be achieved (Hamid, 2020).In today's technology and digital era, technology growth is increasingly significant.It requires employees to develop their ability to understand digital devices so they can survive and compete in work (Danuri, 2019).An organization needs to improve new methods in providing services effectively and increasing its potential to contribute optimally towards the organization (Noni et al., 2017).
Information technology is a series of equipment that functions as a tool for processing information or data, auxiliary equipment, manipulation equipment and information management equipment (Danuri, 2019).As the knowledge possessed by each individual, it will certainly affect the performance of an organization's services.Digital progress is one of the information that has strategic access to support organizational success in educating its employees and it functions as a form of improving the quality of resources (Sugiat, 2020).Digital competence is the ability to explore in facing new technological situations which is useful to examine, select, evaluate data and information as well as utilize technological capabilities in solving problems (Muizu & Budiarti, 2017).The aspects covered in digital competence are broader and more complete when compared to digital skills, namely combining specific perspectives related to hardware and software management.

Digital Competences
Digital competence is a competency that influences a person's confidence level and criticality in working, studying, developing themselves and participating in society regarding digital technology, products and services, according to the European Commission (Muizu & Budiarti, 2017).As defined by Jarad & Abbas (2020), digital competence is a skill, along with behaviors and concepts, digital usage focuses on the application of digital.One of the most critical variables in a service process is maximizing digital competence to improve service quality and human resource performance which significantly affecting human resource performance.

Work Life Balance
According to (Greenhaus et al. (2003: 10), work life balance is a person's life in a balanced and sustainable manner with the work which is owned and responsible for those activities.In order to balance those two, adjustments are required because many employees experience difficulties in managing time properly in their working life.Therefore, the importance of balance is essential to create smoothness and success for an employee.
According to research by Praya (2019), work-life balance is essential to meet negotiable expectations based on roles related to work and family.When there is a comfort in carrying out life, employees can manage the activities carried out and reduce problems that occur, such as employees who work every day while providing time for family on weekends at the same time.Therefore, employees can manage their time well.

Work Stress
According to Grasiaswaty and Sukma (2020) employee work stress is a condition that arises from the interaction between humans and work and is characterized by human changes which force them to deviate from their normal functions.In general, stress is often interpreted as an unpleasant tense condition because a person subjectively feels that something is weighing him down.According to Abdelaal et al., (2020), work stress is divided into two types of stress: eustress and distress.Eustress results from a healthy, positive, and constructive response to stress.When the body can use the focus, it will help overcoming a barrier and improving performance.Therefore, this stress is considered as positive, healthy and challenging.On the other hand, distress is the result of a response to stress that is unhealthy, harmful, and destructive.When someone is experiencing distress, that person will tend to overreact, get confused and not be able to perform optimally.The emotional response generated by work stress is worry, anxiety and restlessness.Stress experienced by an employee can cause distraction at work and a lack of concentration.Three factors can affect tension: organizational problems in the work environment, individual characteristics, and other social matters.The physical environment that is too stressful, as well as relationships that are not familiar, and a lack of willingness to work are the causes of work stress in the work environment.In other words, work stress is not caused by internal problems but based on a stimulus from a person's subjective reaction.Every day there will be someone who experiences work stress, depending on how they deal with it and is more prone to occur in jobs that carry heavy loads.As a result, high achieving employees tend to have the potential to experience stress because they have goals for what they are doing.
Service Performance Bataineh (2019) explains the level of excellence expected from control to meet consumer desires is the quality of service.As a result, the rate will be more satisfying if the way the service obtained follows what is desired.According to Hatta and abdullah, (2020) employees can influence service quality; when employees behave according to company rules, they will maximize the services provided.Employees with behavior that is different from company standards will improve quality.

Emotional Intelligent
According to Naz et al., (2021), emotional intelligence is the ability to adaptively recognize, manifest, regulate, and deal with emotions.Emotional intelligence plays an essential role in the success of every person's business.Studies prove that emotional intelligence contributes about 80% while intellectual intelligence is only about 20%.Scientists have validated that an employee with more emotional intelligence can quickly adapt to a new environment and he will benefit their organization (Malik and Dave, 2022).It is known that strategic leaders of organizations will emerge with these critical characteristics of emotional intelligence.Emotional intelligence is also identified as one of the essential skills in 2020 to succeed.The social intelligence set that involves other people's abilities and uses information by considering thoughts and actions is called emotional intelligence or EQ (Mayuran, 2013).According to Goleman, a person's ability in emotional intelligence can help managing the emotions of his life intelligence, maintaining emotional relationships between environments through his skills, controlling himself, motivating and emerging his empathy social skills.

Empirical Review and Hypothesis Development Digital Competences and Service Performance
Research conducted by PHAM THANH HUU (2022) about digital competence and performance in the Information and Communication Technology sector shows that employees with high commitment tend to lack creativity, and the longer the employee is in his position, the more he will master things.From time to time, therefore, the need for consideration is needed for future generations.Digital competence is a skill that is in great demand in the world of work because it continues to develop from time to time.Hence, by knowing the importance of digital competence from the lower level to the upper level, society considers that digital competence is needed, as technology gets more important in everyday life (Jarad & Abbas, 2020).Evaluation of the results shows that the proposed approach makes digital competencies visible and measurable and it establishes the basis for the derivation of competency development, according to research by Steinlechner et al., (2021).The utilization of digital applications as supporting media in completing work must also be accompanied by digital competence itself.In Baharuddin 's research, et al. (2021), there are three digital competency indicators, (a) Intensity of utilization, (b) Frequency of utilization, (c) Number of applications or software used.An employee can be considered competent in using digital devices if he meets the indicator criteria.However, the finding is that there are still a few people with low digital competence whose skills need to be improved to the level of difficulty of the work to be done.Employees who do not have digital competence tend to avoid tasks that utilize digital technology applications, which will disrupt the service system.Low digital competence will decrease employee performance and reduce service quality (Milu, 2020).
When employees feel that digital competency is good enough, the lack of creating a stimulating environment in using digital competencies properly for employees is reflected.
H1: Digital Competence has a significant positive effect on Service Performance.

Work Life Balance and Service Performance
Research conducted by Babatunde et al., (2020) showed that work flexibility could influence how employees behave at work, thereby affecting their performance, when working hours are flexible for employees, it often affects the overall performance of the organization and the environment of employees can have a significant effect on performance and affect the level of employee performance.More and more organizations are providing comprehensive policies to accommodate work life balance which will impact service performance.Another thing that is important in a work life balance is to build a sense of ownership to create a commitment to work.By having a higher work life balance, employees will contribute to the company (Wiradendi et al., 2020).According to Shylaja & Prasad (2017), work life balance is an essential factor in employees' performance and it is one of the causes of employee turnover because it impacts employees in the organization.Flexible work arrangements will also improve service to employees so they can contribute to employee performance.When an employee has a flexible work schedule outside working hours, it will motivate employees to provide a good service.To improve employee performance, a leader of the employees should be more active in participating in every activity and motivate employees to work well (Buulolo et al.,).
H2: Work Life Balance has a significant positive effect on Service Performance.

Work Stress and Service Performance
An organization can change work stress by making changes to the workload and unclear roles or tasks as well as changing feelings of fear and exposure to incidents that make employees feel traumatized at work and economic instability (Ajayi, 2020).Organizations can change policies to provide more control over their work by developing support systems, sharing visions and missions, and solving decision-making problems.(Lastya et al., 2021).According to Buulolo et al., (2021), if employees find working hours that do not significantly contribute to employee performance, it will cause work stress.If an employee gets a deadline which is too tight, it will result in satisfactory work results.According to Grasiaswaty & Sukma's research (2020), work stress on the dimension of the relationship and the role of work stress significantly influences counterproductive work behavior.However, this research contradicts the analysis of Erawati et al., (2019).Work stress has a negative effect on service performance, which means that the higher the stress level, the lower the performance shown by employees.As the level of someone's stress gets higher, it will decrease his performance.

H3: Work Stress does not affect Service Performance. Emotional Intelligence Moderation with Digital Competence and Service Performance.
Research conducted by Nursehah & Chaerudin (2022).Digital competence and emotional intelligence have a positive effect on service performance.It can be said that as their capability and capacity to understand someone more deeply gets higher, they will easily take a decision.Critical evidence that can reveal digital intelligence is able to be obtained from data which has been done; therefore, more time and theoretical adjustments are needed.(Rexhepi & Berisha 2017).Digital competence is included in an indicator of cognitive and practical knowledge possessed by a person.By having these skills, the predetermined standard of behavior will blend with oneself.As a conclusion, high digital competence will result in high performance, and vice versa.(Hadi et al., 2022).According to David and Victoria's research (2019), emotional intelligence at a high level of digital competence will have a relatively good level of empathy, social skills and increased motivation.

H4: Digital Competence has a significant positive effect on Service Performance with Emotional Intelligence moderating. Emotional Intelligence Moderation with Work Life Balance and Service Performance.
Research conducted by Setiawan & Indradewa (2022) mentions that increasing work life balance can improve the results of employees' service performance.An employee who can divide his time well between life and work will improve his service performance and be more productive in improving self-quality.The findings of this study reinforce the results of research conducted by Raja (2019), which found that work life balance has a positive and significant relationship to service performance with emotional intelligence as a moderation.This shows that a more excellent value of work life balance is associated with higher levels of employee performance.Employee performance can increase when employees are happy to have activities outside of work.However, this research contradicts (Adnan Bataineh, 2019), which found that work life balance has no significant effect on employee performance.This shows that the better the implementation of work life balance, the more productive employees will be and be able to bring innovation for better performance.Hence, employee performance will increase.

H5: Work Life Balance does not affect Service Performance with Emotional Intelligence moderating Emotional Intelligence Moderation with Work Stress and Service Performance.
Research conducted by Setiawan and Indradewa (2022), the values contained in work stress can have a tangible impact on service performance because they are proven to be able to influence the quality of work being achieved by employees.Factors that form work stress on service performance can be increased by significantly contributing to improving service performance (Raja, 2019).Work stress is a big challenge for a person's mental and physical performance in the organization.It also results an imbalance between job demands and the ability of a worker.Besides, work stress means that undesirable results felt by the workers which occur in the organization can cause someone feeling uncomfortable and threatened in the environment of their work.(Setiawan & Indradewi, 2022).According to Chin Liang et al. (2017), work stress does not only have a negative side but also have some positive sides.It can provide an opportunity to achieve something by doing a better performance.In today's era, job stress is considered dramatically by researchers because it does not imply that work stress is intrinsically harmful.Some level of job stress can encourage employees to increase the effectiveness of service performance.
H6: Work Stress has a significant positive effect on Service Performance by Moderating Emotional Intelligence.

Research and Methodology
This study collected data from 190 respondents, 110 employees in Pare and 80 employees in Kediri.Questionnaires were created using the Google format and distributed to employees.The sampling technique used in this study was non-probability sampling with a purposive sampling approach.
The Likert scale has a gradation of strongly disagree with a score of 1, disagree with a score of 2, neutral with a score of 3, agree with a score of 4, and strongly agree with a score of 5 which is used as a measurement scale in this study.The proposed hypothesis is tested using the Structural Equation Model (SEM).The statistical software is PLS.Table 3 shows the results of testing hypotheses 1 to 6. Regarding to hypothesis 1, the standard regression coefficient is 0.193 with a p-value of 0.053 (more than 0.05).The relationship between digital competence and service performance is not supported.This is in line with research conducted by Baharrudin et al. (2021) where digital competence is an ability to carry out and do work based on skills and knowledge and is supported by the work attitude required by the job.The results of this study indicate that digital competence has no effect on service performance at the Pare and Kediri in PT.X.In the age range of 41-60 years, where most employees experience a technology gap in the use of digital applications to complete their work, assistance is needed from employees who have digital competence to assist those who are incapable.Therefore, we conclude that H1 is not supported.

Descriptive Analysis
In hypothesis 2, the standard regression coefficient is -0.130 with a p-value of 0.049 (less than 0.05).The relationship between work life balance and service performance is supported.This is in line with the research of Babatunde et al. (2020) that by increasing a flexible work life balance which does not interfere personal life, employees will respond positively and also create a conducive environment.Furthermore, employees will improve the work culture which can affect their performance.This research is in line with research conducted by Wiradendi et al. (2020), where companies are required to provide a work life balance policy for employees.As a result, employees are expected to be motivated and committed to working, which giving a positive impact to work balance and improving service performance.
In hypothesis 3, the standard regression coefficient is 0.231 with a p-value of 0.016 (less than 0.05).The relationship between work stress and service performance is supported.This is in line with Lastya's research, et al. (2021), where researchers identified that nonstandard and long working hours are at significant risk of work stress.This research is in line with Buulolo et al. (2021).There is a direct relationship between individual focus and employee performance; therefore, if individual stress is resolved, employee performance tends to increase.The significant influence of individual stress is determined mainly by the dimensions/indicators that shape it, namely: 1) role conflict, which includes: doing tasks that are not related to the primary job, not being allowed to use the skills they have, and positions that are accepted are often in conflict with one another cause confusion; 2) workload, which includes: the assigned workload is too heavy, the deadline for completing work sometimes causes many errors, tasks are given simultaneously, so it is difficult to manage them, cannot complete the number of tasks assigned within a certain period; and 3) career development, including despair of not experiencing an increase in position through promotion, even though they have been working for a long time, the company does not conduct individual studies of employee careers, and there is no feedback on employee career progress.
In hypothesis 4, the study did not find that emotional intelligence moderates the relationship between digital competence and service performance with a standard coefficient of -0.072 with a p-value of 0.315 (more than 0.005).This shows that poor emotional intelligence moderates digital competency and decreases employees service performance.This is in line with Rexhepi's research (2017), where researchers identified that emotional intelligence and digital competence in business life cannot be separated from each other and they are interconnected, where all work processes are digitally implemented.With digital competence in Indonesia, which is engaged in industry 4.0, all systems change more quickly, efficiently, and effectively, as well as improving performance.
By influencing an employee's emotional intelligence, he can manage emotions better.
In hypothesis 5, the study did not find that emotional intelligence moderates the relationship between work life balance and service performance with a standard coefficient of 0.083 with a p-value of 0.316 (more than 0.005).This shows that poor emotional intelligence moderates work life balance and decreases service performance.This follows the research of Adnan Bataineh, (2019) which shows that the better the implementation of work-life balance, the more productive employees will be and they will be able to present innovations for better performance.Hence, employee performance will be increased.
In hypothesis 6, the study found that emotional intelligence moderates the relationship between work stress and service performance with a standard coefficient of 0.109 with a p-value of 0.030 (less than 0.005).At the PT.X in Pare and Kediri, employees experience high work stress because there is often poor communication among employees and the workload may sometimes be overloaded.Employees' problems, such as household disputes and sick children, will impact employee performance at the PT.X in Pare and Kediri However, the high emotional intelligence possessed by employees at PT.X will be able to weaken the effect of work stress on employee performance.This study's results align with research conducted by Raja (2019) related to the result that emotional intelligence has a positive and significant influence on employee performance.

Conclusion
This study aims to examine the effect digital competence, work life balance, and work stress with emotional intelligence as moderation to PT.X employees.Digital competence does not affect service performance.This states that digital competence is based on skills and knowledge and is supported by the work attitude demanded by the job.As digital employees develop, they need to adapt to existing developments.Work Life Balance has a positive effect on service performance.With the relationship between work life balance and service performance, employees feel a very high work-life balance.Work stress has a positive effect on service performance.This states that non-standard and long working hours are at significant risk of work stress for employees.Emotional intelligence does not moderate the relationship between digital competence and service performance.This is based on emotional intelligence and digital competence in business life, which cannot be separated from each other and they are interconnected, where all work processes are digitally implemented.Besides, emotional intelligence does not moderate the relationship between work life balance and service performance.This is based on emotional intelligence and digital competence in business life, which cannot be separated from each other and they are interconnected, where all work processes are digitally implemented.However, emotional intelligence moderates the relationship between job stress and service performance.This is based on work stress which is relatively high due to the frequent occurrence of poor communication among employees.This workload may sometimes be overloaded and employees' personal problems, such as household bickering and sick children, which will impact employee performance.

Figure 4 :
Figure 4: Research Model After Modification

Table 1 :
Table 1 displays the results of descriptive statistics representing the demographic profile of the respondents.Respondents were dominated by ages 31-40 years (40.1%) and dominated by men (65.4%).Regarding to educational background, bachelor's degree graduates account for almost 46.9%.Approximately 43.8% of respondents with an average of around more than 16 years of work, with most of the respondents in Account Representative (AR) positions.Most of the respondents are married (82.1%).Demographic of the Respondents

Table 3 :
Hypothesis Testing: Direct Effect