Kecerdasan Emosional, Modal Psikologis, dan Dukungan Organisasi Sebagai Determinan Kelelahan Emosional Pada Frontliner Bank di Kota Kupang, Nusa Tenggara Timur

SAVIO, Adelaide Hindelens (2024) Kecerdasan Emosional, Modal Psikologis, dan Dukungan Organisasi Sebagai Determinan Kelelahan Emosional Pada Frontliner Bank di Kota Kupang, Nusa Tenggara Timur. Masters thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

This study aims to explore the impact of emotional intelligence, psychological capital, and organizational support on emotional exhaustion experienced by frontliners at the top 4 banks according to Forbes 2024 operating in Kupang City, East Nusa Tenggara. The research employs a quantitative design with hypothesis testing. The data used in this study are quantitative, sourced from both primary and secondary data. The research subjects are frontliners working at the top four banks in Kupang City, East Nusa Tenggara. A purposive sampling method was used to select a sample of 79 respondents. The data analysis technique employed is multiple linear regression analysis. The results indicate that emotional intelligence and psychological capital have a negative impact on emotional exhaustion, suggesting that increases in these factors can reduce the level of emotional exhaustion. Conversely, organizational support shows a positive impact, indicating that such support can increase emotional exhaustion. This phenomenon can be explained through the lens of Social Exchange Theory, which posits that high organizational support can create a sense of obligation for employees to reciprocate with greater contributions. Wayne et al. (1997) explain that this sense of obligation can trigger overcommitment, where employees feel cognitively, emotionally, and behaviorally bound to work obligations. Overcommitment poses a risk of higher emotional exhaustion as employees may struggle to disengage from their work responsibilities. This study underscores the need for effective management of organizational support to prevent the negative effects of overcommitment and maintain employees' emotional well-being in the banking sector. Additionally, the combination of emotional intelligence, psychological capital, and organizational support shows a significant relationship with emotional exhaustion. Interactional psychology emphasizes the dynamic relationship between individuals and situations in determining behavior, highlighting that behavior is influenced not only by individual or situational characteristics separately but by the ongoing interaction between the two (Terborg, 1981).

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