PSYCHOLOGICAL CAPITAL AND SALES PERFORMANCE OF INSURANCE AGENTS: THE MODERATING ROLE OF TRAINING AND DEVELOPMENT AT PT. XYZ

About Us

Ipmi Repository is an online archive service which is managed by IPMI Library - Learning Resource Center. Established for collecting, managing, saving, preserving and disseminating digital copies of intellectual output of IPMI International Business School such as academic journal, books, theses, Group Field Project, Community Involvement Project, Case Study, conference paper, and other types of research publication. The main objective of this repository is to provide long-term, public, open access and easily retrieve to the digital collection to support teaching-learning process.

"Knowledge without observation is nil"

Simbolon, Mahen Roul (2026) PSYCHOLOGICAL CAPITAL AND SALES PERFORMANCE OF INSURANCE AGENTS: THE MODERATING ROLE OF TRAINING AND DEVELOPMENT AT PT. XYZ. Masters thesis, IPMI Institute.

[thumbnail of Mahen Roul Simbolon.pdf] Text
Mahen Roul Simbolon.pdf
Download (595kB)

Abstract

Agent productivity remains an important challenge in agency-based life insurance distribution. At PT XYZ, the activation rate of newly recruited agents has declined over recent years and has stayed below the company target. This study examines the relationship between Psychological Capital (PsyCap) and sales performance, and whether Training and Development (T&D) is directly associated with performance and moderates the PsyCap to sales performance relationship. Grounded in Conservation of Resources (COR) theory, PsyCap is conceptualized as a higher-order construct comprising Hope, Self-Efficacy, Resilience, and Optimism (HERO), while T&D represents perceived developmental support. A sequential explanatory mixed-methods design was used. A census of licensed BP- level agents with at least half a year of service was analyzed using two-stage PLS- SEM, followed by interviews with agency leaders. The measurement model demonstrated satisfactory validity and reliability. PsyCap showed a positive and statistically significant relationship with sales performance, whereas T&D showed no significant direct relationship, and the interaction between PsyCap and T&D was not statistically significant. Self-rated sales performance was strongly aligned with recorded production. Leadership interviews suggested that standardized classroom- based development and uneven access to on-the-job coaching may help explain the quantitative findings. The results identify PsyCap as an important developable psychological resource associated with agent performance, while the hypothesized moderating role of T&D was not supported. The study recommends integrating PsyCap development with stronger individualized, on-the-job coaching during agents’ early career stages.

Keywords : Psychological Capital, Sales Performance, Training and Development, Insurance Agents, PLS-SEM.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Thesis > Master of Business Administration
Depositing User: sandra margaretha
Date Deposited: 26 Oct 2026 06:52
Last Modified: 26 Oct 2026 06:52
URI: http://repository.ipmi.ac.id/id/eprint/3095

Actions (login required)

View Item View Item