PENGARUH JOB SATISFACTION, PERILAKU AGRESI KONSUMEN TERHADAP INTENSITAS TURNOVER MELALUI KOMITMEN AFEKTIF SEBAGAI MEDIA INTERVENING PADA KARYAWAN PT TELEKOMUNIKASI INDONESIA
Abstract views: 36
,
pdf downloads: 47
Keywords:
PENGARUH JOB SATISFACTION, PERILAKU AGRESI KONSUMEN TERHADAP INTENSITAS TURNOVER
Abstract
Pada bidang telekomunikasi, karyawan customer service merupakan salah satu posisi yang paling sering bertemu dengan konsumen, menangani segala bentuk kendala dan gangguan produk serta jaringan yang di alami oleh konsumen sering kali membuat customer service mendapatkan komplain. Pada era saat ini posisi customer service berada dibawah naungan outsourching sehingga tidak ada jenjang karir yang diberikan oleh Perusahaan kepada karyawan. Penelitian ini dilakukan dengan menggunakan teknik sampling jenuh dengan melibatkan 63 karyawan sebagai subjek, data yang terkumpul diolah menggunakan smart-PLS4.
References
A, M. M., & Lee, B. H. (2016, November 09). Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance. International Journal of Contemporary Hospitality Management, 28(12), 1-44. doi:http://dx.doi.org/10.1108/IJCHM-04-2015-0205
Ampofo, E. T. (2020, April 11). Mediation effects of job satisfaction and work engagement on the relationship between organisational embeddedness and affective commitment among frontline employees of star–rated hotels in Accra. Journal of Hospitality and Tourism Management, 44(1), 253-262. doi:https://doi.org/10.1016/j.jhtm.2020.06.002
Armstrong, M. (2009). Armstrong's Handbook of Human Resource Management Practice. USA: Kogan Page.
Clupepper, R. A. (2011). Three-Component Commitment and Turnover: An Examination of Temporal Aspects. Journal of Vocational Behavior, 79(1), 517-527. doi:doi:10.1016/j.jvb.2011.03.004
Dewi, P. S., & Sriathi, A. A. (2019). Pengaruh Stres Kerja Terhadap Turnover Intention yang Dimedias oleh Kepuasan Kerja. E-Jurnal Management, 8(6), 1-29. doi:DOI: https://doi.org/10.24843/EJMUNUD.2019.v08.i06.p13
Fadli, A., Adriansyah, M. A., & Rahmah, D. D. (2022, Maret). Kepuasan Kerja Dengan Intensitas Turnover pada Karyawan. Jurnal Ilmiah Psikologi, 10(1), 23-31. doi:DOI: 10.30872/psikoborneo
Fong, L. N., So, A. I., & Law, R. (2017, April 03). Exploring jaycustomer behavior and handling approach in casinos. International Journal of Contemporary Hospitality Management, 29(5), 1-54. doi:doi: 10.1108/IJCHM-12-2015-0691
Gieter, S. D., Hofmans, J., & Pepermans, R. (2011, June 30). Revisiting the Impact of Job Satisfaction and Organization Commitment on Nurse Turnover Intention: An Individual Difference Analysis. International Journal od Nursing, 48(1), 1562-1569. doi:doi:10.1016/j.ijnurstu.2011.06.007
Gallardo, E., Sa´nchez-Can˜izares, S.-M., Lo´pez-Guzma´n, T., & Jesus, M. N. (2010). Employee satisfaction in the Iberian hotel industry. The case of Andalusia (Spain) and the Algarve (Portugal). International Journal of Contemporary Hospitality Management Emerald Article, 22(3), 321-334. doi:DOI 10.1108/09596111011035936
Gim, G. W., Desa, N. M., & Ramayah, T. (2015). Competitive psychological climate and turnover intention with the mediating role of affective commitment. Journal of Social and Behavioral Science, 17(2), 658-665. doi:doi: 10.1016/j.sbspro.2015.01.416
Indrasari, M. (2017). Kepuasan Kerja dan Kinerja Karyawan (1 ed.). Surabaya, Jawa Timur, Indonesia: Indomedia Pustaka. Retrieved 2023, from www.indomediapustaka.com
Indrasari, M., Purnomo, B. R., Yunus, E., Haryati, E., & Hashmi, A. R. (2018, October 1). The Effect of Salary Satisfaction, Work Satisfaction and Organizational Commitment to Work Intention. Journal of Management, 1(1), 45-53. doi:https://doi.org/10.33856/didaskalia.v1i1.54
King, C., & Grace, D. (2014, October 2014). Building and measuring employee-based brand equity. European Journal of Marketing, 44(7), 938-971. doi:http://dx.doi.org/10.1108/03090561011047472
Koo, B., Yu, J., Chua, B.-L., Lee, S., & Han, H. (2019, September 08). Relationship among Emotional and Material Rewards, Job Satisfaction, Burnout, Affective Commitment, Job Performance and Turnover Intention in the Hotel Industry. Journal of Quality Assurance in Hospitality and Tourism, 1(1), 1-32. doi:https://doi.org/10.1080/1528008X.2019.1663572
Kumar, R., Lal, R., Bansal, Y., & Kharma, S. K. (2013, December). Technostress in Relation to Job Satisfaction and Organizational Commitmen among IT Professionals. International Journal of Scientific and Research Publication, 3(12), 1-3.
Lee, J. H., & Ok, C. (2015, May 12). Hotel Employee Work Engagement and Its Consequences. Journal of Hospitality Marketing and Management, 1(1), 1-63. doi:10.1080/19368623.2014.994154
Liao, H., & Chuang, A. (2004, February). A multilevel investigation of factors influencing employee service performance and customer outcomes. The Academy of Management Journal, 47(1), 41-58. Retrieved from http://www.jstor.org/stable/20159559 .
Markiewicz, I., Pilszyk, A., & Kudlak, G. (2020, July 15). Psychological factors of aggressive behavior in patiens of forensic psychiatry wards with the diagnosis of schizophrenia. International Journal of Law and Psychiatry, 7(2), 1-9. doi:https://doi.org/10.1016/j.ijlp.2020.101612
O'Neill, J. W., Harrison, M. M., Cleveland, J., Almeida, D., Swatski, R., & Crouter, A. C. (2019, October 17). Work-family Climate, Organizational Commitmen and Turnover: Multilevel Contagion Effects of Leaders. Journal of Vocational Behavior, 74(1), 18-29. doi:doi:10.1016/j.jvb.2008.10.004
Porter, L. W., Steers, R. M., Mowday, R. T., & Boulian, P. V. (1974). Organizational commitment, job satisfaction and turnover among psychiatric technicians. Journal of Applied Psychology, 59(5), 603-609. doi:N00014-69-A-0200-9001
Puspitawati, N. M., & Riana, I. G. (2020, Februari). Pengaruh Kepuasan Kerja Terhadap Komitmen Organisasional dan Kualitas Layanan. Jurnal Management Strategi Bisnis dan Kewirausahaan, 8(1), 1-13.
Quach, S., Thaichon, P., & Hewege, C. (2020, May 11). Triadic relationship between customer, service provider and goverment in highly regulated industry. Journal of Retailing and Consumer Service, 55(1), 102-148.doi:https://doi.org/10.1016/j.jretconser.2020.102148
Raza, B., St-Onge, S., & Ali, M. (2021, July 2). Consumer aggression and frontline employees’ turnover intention: The role of job anxiety, organizational support, and obligation feeling. International Journal of Hospitality Management, 1(1), 1-9. doi:https://doi.org/10.1016/j.ijhm.2021.103015
Rodríguez-Rad, C., & Rio-V´azquez, M.-E. S. (2022, September 13). The relevance of participation Behavior, organizational Commitment, and attitudinal loyalty to the management of professional associations. Journal of Business Research, 15(4), 1-11. doi:https://doi.org/10.1016/j.jbusres.2022.113324
Sukamto, H., Junarto, Y., Kaihatu, T., & Kartika, E. W. (2014). Analisis Pengaruh Komitmen Afektif, Komitmen Normatif, dan Komitmen Berkelanjutan Terhadap Turnover Intention di Dragon Star Surabaya. Jurnal Pariwisata, 1(1), 7-20.
Teguh, M., Maria, A., Gulo, W. M., & Hartini, S. (2020). Perilaku Agresi Ditinjau dari Stres Kerja Pada Karyawan. Jurnal Psikologi, 9(2), 127-133.
Wang, C., Xu, J., Zhang, T. C., & Li, Q. M. (2020, July 7). Effect of professional identity on turnover intention in China's hotel employees: The mediating role of employee engagement and job satisfaction. Journal of Hospitality and Tourism Management, 1(1), 10-22. doi:https://doi.org/10.1016/j.jhtm.2020.07.002
Wang, C.-Y., Lin, Y.-K., Chen, I.-H., Wang, C.-S., & Peters, K. (2022, September 25). Mediating effect of job performance between emotional intelligence and turover intention among hospital nurses during the COVID-19 pandemic: A path analysis. Journal Collegian, 1(1), 1-7. doi:https://doi.org/10.1016/j.colegn.2022.09.006
Wayne, S. J., Shore, L. M., & Liden, R. C. (1997, February). Perceived Organizational Support and Leader-Member Exchange: A Social Exchange Perspective. The Academy of Management Journal, 44(1), 82-111. Retrieved from https://www.jstor.org/stable/257021
Widyantara, I. B., & Ardana, I. K. (2015). Pengaruh Kepuasan Kerja dan Komitmen Organisasi Terhadap Intensitas Turnover Karyawan. E-Jurnal Manajemen, 4(6). doi:doi:1670-1683
Zhou, S., Li, X., & Gao, B. (2020, April 20). Family/friends support, work-family conflict, organizational commitment, and turnover intention in young preschool teachers in China: A serial mediation model. Children and Youth Service Review, 1(1), 1-8. doi:https://doi.org/10.1016/j.childyouth.2020.104997
Ampofo, E. T. (2020, April 11). Mediation effects of job satisfaction and work engagement on the relationship between organisational embeddedness and affective commitment among frontline employees of star–rated hotels in Accra. Journal of Hospitality and Tourism Management, 44(1), 253-262. doi:https://doi.org/10.1016/j.jhtm.2020.06.002
Armstrong, M. (2009). Armstrong's Handbook of Human Resource Management Practice. USA: Kogan Page.
Clupepper, R. A. (2011). Three-Component Commitment and Turnover: An Examination of Temporal Aspects. Journal of Vocational Behavior, 79(1), 517-527. doi:doi:10.1016/j.jvb.2011.03.004
Dewi, P. S., & Sriathi, A. A. (2019). Pengaruh Stres Kerja Terhadap Turnover Intention yang Dimedias oleh Kepuasan Kerja. E-Jurnal Management, 8(6), 1-29. doi:DOI: https://doi.org/10.24843/EJMUNUD.2019.v08.i06.p13
Fadli, A., Adriansyah, M. A., & Rahmah, D. D. (2022, Maret). Kepuasan Kerja Dengan Intensitas Turnover pada Karyawan. Jurnal Ilmiah Psikologi, 10(1), 23-31. doi:DOI: 10.30872/psikoborneo
Fong, L. N., So, A. I., & Law, R. (2017, April 03). Exploring jaycustomer behavior and handling approach in casinos. International Journal of Contemporary Hospitality Management, 29(5), 1-54. doi:doi: 10.1108/IJCHM-12-2015-0691
Gieter, S. D., Hofmans, J., & Pepermans, R. (2011, June 30). Revisiting the Impact of Job Satisfaction and Organization Commitment on Nurse Turnover Intention: An Individual Difference Analysis. International Journal od Nursing, 48(1), 1562-1569. doi:doi:10.1016/j.ijnurstu.2011.06.007
Gallardo, E., Sa´nchez-Can˜izares, S.-M., Lo´pez-Guzma´n, T., & Jesus, M. N. (2010). Employee satisfaction in the Iberian hotel industry. The case of Andalusia (Spain) and the Algarve (Portugal). International Journal of Contemporary Hospitality Management Emerald Article, 22(3), 321-334. doi:DOI 10.1108/09596111011035936
Gim, G. W., Desa, N. M., & Ramayah, T. (2015). Competitive psychological climate and turnover intention with the mediating role of affective commitment. Journal of Social and Behavioral Science, 17(2), 658-665. doi:doi: 10.1016/j.sbspro.2015.01.416
Indrasari, M. (2017). Kepuasan Kerja dan Kinerja Karyawan (1 ed.). Surabaya, Jawa Timur, Indonesia: Indomedia Pustaka. Retrieved 2023, from www.indomediapustaka.com
Indrasari, M., Purnomo, B. R., Yunus, E., Haryati, E., & Hashmi, A. R. (2018, October 1). The Effect of Salary Satisfaction, Work Satisfaction and Organizational Commitment to Work Intention. Journal of Management, 1(1), 45-53. doi:https://doi.org/10.33856/didaskalia.v1i1.54
King, C., & Grace, D. (2014, October 2014). Building and measuring employee-based brand equity. European Journal of Marketing, 44(7), 938-971. doi:http://dx.doi.org/10.1108/03090561011047472
Koo, B., Yu, J., Chua, B.-L., Lee, S., & Han, H. (2019, September 08). Relationship among Emotional and Material Rewards, Job Satisfaction, Burnout, Affective Commitment, Job Performance and Turnover Intention in the Hotel Industry. Journal of Quality Assurance in Hospitality and Tourism, 1(1), 1-32. doi:https://doi.org/10.1080/1528008X.2019.1663572
Kumar, R., Lal, R., Bansal, Y., & Kharma, S. K. (2013, December). Technostress in Relation to Job Satisfaction and Organizational Commitmen among IT Professionals. International Journal of Scientific and Research Publication, 3(12), 1-3.
Lee, J. H., & Ok, C. (2015, May 12). Hotel Employee Work Engagement and Its Consequences. Journal of Hospitality Marketing and Management, 1(1), 1-63. doi:10.1080/19368623.2014.994154
Liao, H., & Chuang, A. (2004, February). A multilevel investigation of factors influencing employee service performance and customer outcomes. The Academy of Management Journal, 47(1), 41-58. Retrieved from http://www.jstor.org/stable/20159559 .
Markiewicz, I., Pilszyk, A., & Kudlak, G. (2020, July 15). Psychological factors of aggressive behavior in patiens of forensic psychiatry wards with the diagnosis of schizophrenia. International Journal of Law and Psychiatry, 7(2), 1-9. doi:https://doi.org/10.1016/j.ijlp.2020.101612
O'Neill, J. W., Harrison, M. M., Cleveland, J., Almeida, D., Swatski, R., & Crouter, A. C. (2019, October 17). Work-family Climate, Organizational Commitmen and Turnover: Multilevel Contagion Effects of Leaders. Journal of Vocational Behavior, 74(1), 18-29. doi:doi:10.1016/j.jvb.2008.10.004
Porter, L. W., Steers, R. M., Mowday, R. T., & Boulian, P. V. (1974). Organizational commitment, job satisfaction and turnover among psychiatric technicians. Journal of Applied Psychology, 59(5), 603-609. doi:N00014-69-A-0200-9001
Puspitawati, N. M., & Riana, I. G. (2020, Februari). Pengaruh Kepuasan Kerja Terhadap Komitmen Organisasional dan Kualitas Layanan. Jurnal Management Strategi Bisnis dan Kewirausahaan, 8(1), 1-13.
Quach, S., Thaichon, P., & Hewege, C. (2020, May 11). Triadic relationship between customer, service provider and goverment in highly regulated industry. Journal of Retailing and Consumer Service, 55(1), 102-148.doi:https://doi.org/10.1016/j.jretconser.2020.102148
Raza, B., St-Onge, S., & Ali, M. (2021, July 2). Consumer aggression and frontline employees’ turnover intention: The role of job anxiety, organizational support, and obligation feeling. International Journal of Hospitality Management, 1(1), 1-9. doi:https://doi.org/10.1016/j.ijhm.2021.103015
Rodríguez-Rad, C., & Rio-V´azquez, M.-E. S. (2022, September 13). The relevance of participation Behavior, organizational Commitment, and attitudinal loyalty to the management of professional associations. Journal of Business Research, 15(4), 1-11. doi:https://doi.org/10.1016/j.jbusres.2022.113324
Sukamto, H., Junarto, Y., Kaihatu, T., & Kartika, E. W. (2014). Analisis Pengaruh Komitmen Afektif, Komitmen Normatif, dan Komitmen Berkelanjutan Terhadap Turnover Intention di Dragon Star Surabaya. Jurnal Pariwisata, 1(1), 7-20.
Teguh, M., Maria, A., Gulo, W. M., & Hartini, S. (2020). Perilaku Agresi Ditinjau dari Stres Kerja Pada Karyawan. Jurnal Psikologi, 9(2), 127-133.
Wang, C., Xu, J., Zhang, T. C., & Li, Q. M. (2020, July 7). Effect of professional identity on turnover intention in China's hotel employees: The mediating role of employee engagement and job satisfaction. Journal of Hospitality and Tourism Management, 1(1), 10-22. doi:https://doi.org/10.1016/j.jhtm.2020.07.002
Wang, C.-Y., Lin, Y.-K., Chen, I.-H., Wang, C.-S., & Peters, K. (2022, September 25). Mediating effect of job performance between emotional intelligence and turover intention among hospital nurses during the COVID-19 pandemic: A path analysis. Journal Collegian, 1(1), 1-7. doi:https://doi.org/10.1016/j.colegn.2022.09.006
Wayne, S. J., Shore, L. M., & Liden, R. C. (1997, February). Perceived Organizational Support and Leader-Member Exchange: A Social Exchange Perspective. The Academy of Management Journal, 44(1), 82-111. Retrieved from https://www.jstor.org/stable/257021
Widyantara, I. B., & Ardana, I. K. (2015). Pengaruh Kepuasan Kerja dan Komitmen Organisasi Terhadap Intensitas Turnover Karyawan. E-Jurnal Manajemen, 4(6). doi:doi:1670-1683
Zhou, S., Li, X., & Gao, B. (2020, April 20). Family/friends support, work-family conflict, organizational commitment, and turnover intention in young preschool teachers in China: A serial mediation model. Children and Youth Service Review, 1(1), 1-8. doi:https://doi.org/10.1016/j.childyouth.2020.104997
