PENGARUH.DUKUNGAN REKAN KERJA DAN DUKUNGAN SUPERVISOR TERHADAP KEPUASAN KERJA MELALUI KELELAHAN EMOSIONAL SEBAGAI VARIABEL INTERVENING

Habib Naufal Ramadhan

Abstract


The purpose of this research is to provide empirical evidence regarding the influence of co-workers and superior support on job satisfaction through emotional exhaustion as an intervening variable (study of Customer Service Representatives in the city of Madiun). This research uses quantitative research methods. A total of 90 customer service representatives of state-owned and private banks in Madiun City participated in this research based on a questionnaire. The research data collection technique uses probability sampling with a sampling method using saturated samples. The data analysis method used in this research is path analysis using the SPSS 25 program. Data analysis was carried out using the classic assumption test, path analysis test, t-test, and Sobel test. The results of this research are as follows: Peer support has a negative but not significant effect on the emotional exhaustion of customer service representatives. Supervisor support has a negative and significant effect on Customer Service Representative mental fatigue. Emotional exhaustion has a negative and significant influence on Customer Service Representative job satisfaction. Coworker support did not have a negative impact on job satisfaction and was not significant, although emotional exhaustion was a mediating variable for customer service representatives. Supervisor support has a negative and significant effect on job satisfaction, and emotional exhaustion is an intervening variable for account managers.

Keywords: Coworker Support, Supervisor Support, Emotional Fatigue, Job Satisfaction


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References


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