PENGARUH MODAL PSIKOLOGIS DAN IKLIM LAYANAN TERHADAP NIAT TURNOVER: APAKAH KETERLIBATAN KARYAWAN DAN HIERARKI ORGANISASI BERPERAN?

Muhammad Bagas Wahid Prayodya; Suryandari Istiqomah

doi:10.24198/adbispreneur.v8i3.45847

PENGARUH MODAL PSIKOLOGIS DAN IKLIM LAYANAN TERHADAP NIAT TURNOVER: APAKAH KETERLIBATAN KARYAWAN DAN HIERARKI ORGANISASI BERPERAN?

Muhammad Bagas Wahid Prayodya, Suryandari Istiqomah

Abstrak

Using the JD-R Theory approach, this study aims to examine the effect of psychological capital and service climate on the intention to leave BTN KC Solo employees with employee engagement as a mediator and organizational hierarchy as a moderator. The research was carried out with a quantitative approach that is cross-sectional in nature by collecting data through survey techniques. Respondents in this study were BTN KC Solo employees in the city of Surakarta with a total of 130 people and were collected through an online questionnaire using a purposive sampling technique. The analytical method in this study is Hierarchical Multiple Regression Analysis, and the data is processed using Smart PLS 3.0 software. The results of the study show that psychological capital and service climate have a positive effect on employee engagement. In addition, it was also found that employee engagement has a negative effect on intention to leave. Work engagement also mediates the effect of service climate and psychological capital on intention to leave. In addition, this study also shows that there is a difference between the level of employees at the manager and frontline level in each of the direct effects described in this study. These results indicate that managers have greater work engagement and have less intention to leave than employees at the staff level.

Dengan menggunakan pendekatan Teori JD-R, penelitian ini bertujuan untuk menguji pengaruh modal psikologis dan iklim layanan terhadap niat keluar karyawan BTN KC Solo dengan keterikatan karyawan sebagai mediator dan hirarki organisasi sebagai moderator. Penelitian dilakukan dengan pendekatan kuantitatif yang bersifat cross-sectional dengan pengumpulan data melalui teknik survei. Responden dalam penelitian ini adalah pegawai BTN KC Solo di kota Surakarta dengan jumlah 130 orang dan dikumpulkan melalui kuesioner online dengan menggunakan teknik purposive sampling. Metode analisis dalam penelitian ini adalah Hierarchical Multiple Regression Analysis, dan data diolah melalui software Smart PLS 3.0. Hasil penelitian menunjukkan bahwa modal psikologis dan iklim layanan berpengaruh positif terhadap keterikatan karyawan. Selain itu, ditemukan juga bahwa keterikatan karyawan berpengaruh negatif terhadap keinginan keluar. Keterikatan kerja juga memediasi pengaruh iklim pelayanan dan modal psikologis terhadap keinginan keluar. Selain itu, penelitian ini juga menunjukkan adanya perbedaan antara level karyawan pada level manager dan frontline pada masing-masing efek langsung yang dijelaskan pada penelitian ini. Hasil ini menunjukkan bahwa manajer memiliki keterikatan kerja lebih besar dan memiliki niat untuk berpindah semakin kecil dibandingkan dengan karyawan pada level staff.

Kata Kunci

psychological capital; service climate; employee engagement; turnover intention, organizational hierarchy, banking

Teks Lengkap:

PDF

Referensi

Abdullah, H., Ismail, I., Alnoor, A., & Yaqoub, E. (2021). Effect of perceived support on employee’s voice behaviour through the work engagement: A moderator role of locus of control. International Journal of Process Management and Benchmarking, 11(1), 60–79. https://doi.org/10.1504/IJPMB.2021.112253

Ahmad, A. (2018). The relationship among job characteristics organizational commitment and employee turnover intentions A reciprocation perspective. Journal of Work Applied Management, 10(1), 74–92. https://doi.org/10.1108/JWAM-09-2017-0027

Alessandri, G., Consiglio, C., Luthans, F., & Borgogni, L. (2018a). Testing a dynamic model of the impact of psychological capital on work engagement and job performance. Career Development International, 23, 33–47.

Alessandri, G., Consiglio, C., Luthans, F., & Borgogni, L. (2018b). Testing a dynamic model of the impact of psychological capital on work engagement and job performance. Career Development International, 23(1), 33–47. https://doi.org/10.1108/CDI-11-2016-0210

Alessandri, G., Consiglio, C., Luthans, F., & Borgogni, L. (2018c). Testing a dynamic model of the impact of psychological capital on work engagement and job performance. 23(1), 33–47. https://doi.org/10.1108/CDI-11-2016-0210

Angelidis, J. P., Peter, T., College, J. T., John, S., Massetti, B. L., Peter, T., College, J. T., John, S., Magee-egan, P., Peter, T., College, J. T., & John, S. (2005). Does Corporate Social Responsibility Orientation Vary by Position in the Organizational Hierarchy ?

Avey, J. B., Reichard, R. J., Luthans, F., Luthans, F., & Mhatre, K. H. (2011). Meta-Analysis of the Impact of Positive Psychological Capital on Employee Attitudes , Behaviors , and Performance. https://doi.org/10.1002/hrdq.20070

Bakker, A. B., & Demerouti, E. (2007). The Job Demands-Resources model: State of the art. Journal of Managerial Psychology, 22(3), 309–328. https://doi.org/10.1108/02683940710733115

Bakker, A. B., & Demerouti, E. (2008). Towards a model of work engagement. Career Development International, 13(3), 209–223. https://doi.org/10.1108/13620430810870476

Bandura, A. (1982). Self-Efficacy Mechanism in Human Agency. 37(2), 122–147.

Carter, J. W., & Youssef-morgan, C. M. (2019). The positive psychology of mentoring : A longitudinal analysis of psychological capital development and performance in a formal mentoring program. 1–23. https://doi.org/10.1002/hrdq.21348

Carver, C. S., & Scheier, M. F. (2014). Dispositional optimism. Trends in Cognitive Sciences, 18(6), 293–299. https://doi.org/10.1016/j.tics.2014.02.003

Carver, C. S., Scheier, M. F., & Segerstrom, S. C. (2010). Optimism. Clinical Psychology Review, 30, 879–889. https://doi.org/10.1016/j.cpr.2010.01.006

Cesário, F., & Cesário, F. (2017). Linking Organizational Commitment and Work Engagement to Employee Performance Linking Organizational Commitment and Work Engagement to Employee Performance. https://doi.org/10.1002/kpm.1542

Chan, S. C. H. (2019). Participative leadership and job satisfaction at work. 40(3), 319–333. https://doi.org/10.1108/LODJ-06-2018-0215

Chang, K. (2016). International Journal of Hospitality Management Effect of servicescape on customer behavioral intentions : Moderating roles of service climate and employee engagement. International Journal of Hospitality Management, 53, 116–128. https://doi.org/10.1016/j.ijhm.2015.12.003

Chin, M., Lee, C., Idris, M. A., Tuckey, M., Chin, M., & Lee, C. (2019). Supervisory coaching and performance feedback as mediators of the relationships between leadership styles , work engagement , and turnover intention work engagement , and turnover intention. Human Resource Development International, 22(3), 257–282. https://doi.org/10.1080/13678868.2018.1530170

Choi, W., & Noe, R. (2019). What is responsible for the psychological capital-job performance relationship ? An examination of the role of informal learning and person-environment fit. https://doi.org/10.1108/JMP-12-2018-0562

Cote, K., Lauzier, M., & Stinglhamber, F. (2021). The relationship between presenteeism and job satisfaction : A mediated moderation model using work engagement and perceived organizational support ^ t e. European Management Journal Journal, 39, 270–278. https://doi.org/10.1016/j.emj.2020.09.001

Deconinck, J. B., & Stilwell, C. D. (2004). Incorporating organizational justice , role states , pay satisfaction and supervisor satisfaction in a model of turnover intentions. 57, 225–231. https://doi.org/10.1016/S0148-2963(02)00289-8

Demerouti, E., Nachreiner, F., & Schaufeli, W. B. (2001). The Job Demands – Resources Model of Burnout. July. https://doi.org/10.1037/0021-9010.86.3.499

Gomes, D. (2020). Impact of psychological capital ( PsyCap ) on a ff ective commitment : mediating role of a ff ective well-being. 29(4), 1015–1029. https://doi.org/10.1108/IJOA-04-2020-2122

Gupta, M., & Shaheen, M. (2017). Impact of Work Engagement on Turnover Intention : Moderation by Psychological Capital in India. 0(1), 136–143.

Guzeller, C. O., & Celiker, N. (2020). Examining the relationship between organizational commitment and turnover intention via a meta-analysis. 14(1), 102–120. https://doi.org/10.1108/IJCTHR-05-2019-0094

Hair, J., Black, W., Babin, B., & Anderson, R. (2018). on Multivariate Data Analysis Joseph F . Hair Jr . William C . Black Eight Edition.

He, Y., & Lai, K. K. (2010). Service climate , employee commitment and customer satisfaction Evidence from the hospitality industry in China. 70702011. https://doi.org/10.1108/09596111111143359

Hobfoll, S. E. (2002). Social and Psychological Resources and Adaptation. Review of General Psychology, 6(4), 307–324. https://doi.org/10.1037/1089-2680.6.4.307

Istiqomah, S. (2022). The effect of transformational leadership on voice behavior in the hospitality industry. 15(2), 177–196.

Istiqomah, S., & Riani, A. L. (2021). Linking Transformational Leadership to OCB in Hospitality Industry : the Mediating Influence of Affective Commitment and Work Engagement Menghubungkan Kepemimpinan Transformasional pada OCB dalam Industri Perhotelan : Pengaruh Mediasi Komitmen Afektif dan. 12(85), 53–67. https://doi.org/10.15294/jdm.v10i1.17359

Istiqomah, S., Riani, A. L., & Sarwoto, S. (2020). Effects of Proactive Personality , Transformational Leadership and Perceived Organizational Support on Employee Creativity : The Role of Work Meaning as a mediating variable. 3657, 3657–3676.

Kang, H. J., & Busser, J. A. (2018). Impact of service climate and psychological capital on employee engagement : The role of organizational hierarchy. International Journal of Hospitality Management, 75(March), 1–9. https://doi.org/10.1016/j.ijhm.2018.03.003

Karatepe, O. M., & Avci, T. (2016). Article information : The effects of psychological capital and work engagement on nurses ’ lateness attitude and turnover intentions. Journal of Management Development.

Karatepe, O. M., & Karadas, G. (2015). Do psychological capital and work engagement foster frontline employees ’ satisfaction ? A study in the hotel industry. International Journal of Contemporary Hospitality Management, 27(6). https://doi.org/10.1108/IJCHM-01-2014-0028

Karatepe, O. M., & Shahriari, S. (2012). Impact of Organisational Justice on. https://doi.org/10.1002/jtr

Lai, F. Y., Tang, H. C., Lu, S. C., Lee, Y. C., & Lin, C. C. (2020). Transformational Leadership and Job Performance: The Mediating Role of Work Engagement. SAGE Open, 10(1). https://doi.org/10.1177/2158244019899085

Laschinger, H. K. . S., Borgogni, L., Consiglio, C., & Read, E. (2015). The effects of authentic leadership , six areas of worklife , and occupational coping self-efficacy on new graduate nurses ’ burnout and mental health : A cross-sectional study. International Journal of Nursing Studies, 52(6), 1080–1089. https://doi.org/10.1016/j.ijnurstu.2015.03.002

Lee, Y., Kim, S., & Kim, S. Y. (2013). The Impact of Internal Branding on Employee Engagement and Outcome Variables in the Hotel Industry. Asia Pacific Journal of Tourism Research, 1360–1378. https://doi.org/10.1080/10941665.2013.863790

Liang, T. L., Chang, H. F., Ko, M. H., & Lin, C. W. (2017). Transformational leadership and employee voices in the hospitality industry. International Journal of Contemporary Hospitality Management, 29(1), 374–392. https://doi.org/10.1108/IJCHM-07-2015-0364

Luthans, F., Avey, J. B., Avolio, B. J., & Peterson, S. (2010). The Development and Resulting Performance Impact of Positive Psychological Capital. https://doi.org/10.1002/hrdq.20034

Luthans, F., & Youssef-morgan, C. M. (2017). Psychological Capital : An Evidence-Based Positive Approach.

Luthans, F., Youssef, C. M., & Avolio, B. J. (2006). Psychological Capital. Oxford University Press. https://doi.org/https://doi.org/10.1093/acprof:oso/9780195187526.001.0001

Luthans, F., Youssef, C. M., & Avolio, B. J. (2007). Psychological Capital: Developing the Human Competitive Edge. In Psychological Capital: Developing the Human Competitive Edge. https://doi.org/10.1093/acprof:oso/9780195187526.001.0001

Masta, N., & Riyanto, S. (2020). The Effect of Transformational Leadership , Perceived Organizational Support and Workload on Turnover Intention Sharia Banking Company in Jakarta. 6663, 473–481. https://doi.org/10.36348/sjbms.2020.v05i08.003

Memon, M. A., Mirza, M. Z., Ting, H., & Ahmad, M. S. (2019). Satisfaction matters : the relationships between HRM practices , work engagement and turnover intention. https://doi.org/10.1108/IJM-04-2018-0127

Memon, M. A., & Salleh, R. (2016). The link between training satisfaction , work engagement and turnover intention. 40(6), 407–429. https://doi.org/10.1108/EJTD-10-2015-0077

Menguc, B., Auh, S., Yeniaras, V., & Katsikeas, C. S. (2017). The role of climate : implications for service employee engagement and customer service performance. Journal of the Academy of Marketing Science, 45, 428–451. https://doi.org/10.1007/s11747-017-0526-9

Ngo, T. T. (2021). Impact of Psychological Capital on Job Performance and Job Satisfaction : A Case Study in Vietnam. 8(5), 495–503. https://doi.org/10.13106/jafeb.2021.vol8.no5.0495

Rahim, A., & Cosby, D. M. (2016). A model of workplace incivility , job burnout , turnover intentions , and job performance. 35(10), 1255–1265. https://doi.org/10.1108/JMD-09-2015-0138

Rayton, B. A., & Yalabik, Z. Y. (2014). Work engagement , psychological contract breach and job satisfaction. 5192. https://doi.org/10.1080/09585192.2013.876440

Rich, B. L., Lepine, J. A., & Crawford, E. R. (2010). Job engagement: antecedents and effects on job performance. Academy of Management Journal, 53, 617–635.

Rozkwitalska, M. (2022). The effects of relational and psychological capital on work engagement : the mediation of learning goal orientation. https://doi.org/10.1108/JOCM-07-2021-0222

Saks, A. M. (2006). Antecedents and consequences of employee engagement. https://doi.org/10.1108/02683940610690169

Saleem, M. S., Shahrul, A., Isha, N., Yusop, Y. M., Awan, M. I., Mohammed, G., & Naji, A. (2022). The Role of Psychological Capital and Work Engagement in Enhancing Construction Workers ’ Safety Behavior. Frontiers in Public Health, 10(March), 1–19. https://doi.org/10.3389/fpubh.2022.810145

Saleh, T. A., Mehmood, W., Khan, J., & Jan, F. U. (2022). The Impact of Ethical Leadership on Employees Turnover Intention : An Empirical Study of the Banking Sector in Malaysia. 9(2), 261–272. https://doi.org/10.13106/jafeb.2022.vol9.no2.0261

Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25(3), 293–315. https://doi.org/10.1002/job.248

Schaufeli, W. B., Salanova, M., González-Romá, V., & Bakker, A. B. (2002). The mea_surement of engagement and burnout: A two sample confirmatory factor analytic approach. Journal of Happiness Studies, 3, 71–92.

Schneider, B., White, S. S., & Paul, M. C. (1998). Linking Service Climate and Customer Perceptions of Service Quality : Test of a Causal Model. 83(2), 150–163.

Sekaran, U., & Bougie, R. (2017). Metode Penelitian untuk Bisnis: Pendekatan Pengembangan-Keahlian (6th ed.). Salemba Empat.

Shahnawaz, G., & Islamia, J. M. (2020). PsyCap and Performance : Wellbeing at Work as a Mediator PsyCap and Performance : Wellbeing at Work as a Mediator. June. https://doi.org/10.1177/2319510X20915999

Shuck, B., & Jr, T. G. R. (2013). Employee Engagement and Well-Being : A Moderation Model and Implications for Practice. January. https://doi.org/10.1177/1548051813494240

Singh, J., Verbeke, W., & Rhoads, G. K. (1996). Do Organizational Practices Matter in Role Stress Processes? A Study of Direct and Moderating Effects for Marketing-Oriented Boundary Spanners. Journal of Marketing, 60(July), 69–86.

Taherdoost, H. (2016). Validity and Reliability of the Research Instrument ; How to Test the Validation of a Questionnaire / Survey in a Research Hamed Taherdoost To cite this version : HAL Id : hal-02546799 Validity and Reliability of the Research Instrument ; How to Test the. International Journal of Academic Research in Management, 5(3), 28–36.

Tisu, L., Lupșa, D., Vîrgă, D., & Rusu, A. (2020). Personality characteristics, job performance and mental health the mediating role of work engagement. Personality and Individual Differences, 153(July 2019), 109644. https://doi.org/10.1016/j.paid.2019.109644

Wirawan, H., Jufri, M., & Saman, A. (2020). The effect of authentic leadership and psychological capital on work engagement : the mediating role of job satisfaction. 41(8), 1139–1154. https://doi.org/10.1108/LODJ-10-2019-0433

Yoon, M. H., Beatty, S. E., & Suh, J. (2001). The effect of work climate on critical employee and customer outcomes. International Journal of Service Industry Management, 12(5), 500–512.

Yu, X., & Wang, C. (2019). The role of psychological capital in employee creativity. 71774144. https://doi.org/10.1108/CDI-04-2018-0103