Kecerdasan Emosional, Modal Psikologis, dan Dukungan Organisasi sebagai Determinan Kelelahan Emosional pada Frontliner Bank di Kota Kupang, Nusa Tenggara Timur
DOI:
https://doi.org/10.37385/msej.v5i2.6007Keywords:
Kecerdasan Emosional, Modal Psikologis, Dukungan Organsisasi, Kelelahan Emosional, Frontiline bank.Abstract
Penelitian ini bertujuan untuk mengeksplorasi pengaruh kecerdasan emosional, modal psikologis, dan dukungan organisasi terhadap kelelahan emosional yang dialami oleh frontliner pada 4 bank terbaik menurut Forbes 2024 yang beroperasi di Kota Kupang, Nusa Tenggara Timur. Penelitian ini menggunakan desain penelitian kuantitatif dengan pengujian hipotesis. Jenis data yang digunakan dalam penelitian ini adalah data kuantitatif dengan sumber data yang digunakan adalah data primer dan sekunder. Teknik analisis data yang digunakan adalah analisis regresi linear berganda. Hasil penelitian menunjukkan bahwa kecerdasan emosional dan modal psikologis memiliki pengaruh negatif terhadap kelelahan emosional, yang berarti bahwa peningkatan kedua faktor tersebut dapat mengurangi tingkat kelelahan emosional. Sebaliknya, dukungan organisasi menunjukkan pengaruh positif, mengindikasikan bahwa dukungan tersebut dapat meningkatkan kelelahan emosional. Fenomena ini dapat dijelaskan melalui sudut pandang Social Exchange Theory, yang menyatakan bahwa tingginya dukungan organisasi dapat menciptakan perasaan kewajiban bagi karyawan untuk membalas dukungan tersebut dengan kontribusi yang lebih besar. Overcommitment ini berisiko menyebabkan kelelahan emosional yang lebih tinggi karena karyawan tidak dapat melepaskan diri dari kewajiban pekerjaan yang ada. Penelitian ini menegaskan perlunya pengelolaan dukungan organisasi yang efektif untuk mencegah dampak negatif dari komitmen berlebihan dan menjaga kesejahteraan emosional karyawan di sektor perbankan. Selain itu, kombinasi dari kecerdasan emosional, modal psikologis, dan dukungan organisasi menunjukkan hubungan yang signifikan terhadap kelelahan emosional. Interactional psychology menekankan hubungan dinamis antara individu dan situasi dalam menentukan perilaku, menggarisbawahi bahwa perilaku tidak hanya dipengaruhi oleh karakteristik individu atau situasi secara terpisah, tetapi oleh interaksi berkelanjutan di antara keduanya.
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