Eksplorasi Ambiguitas Peran dan Stres Kerja Terhadap Kinerja Karyawan: Peran Mediasi Organizational Citizenship Behavior

Amirul Syah; Salman Farisi; Muhammad Arif; Ikhsan Ikhsan; Azly Anggraini Nasution

doi:10.30596/jimb.v25i2.21400

Eksplorasi Ambiguitas Peran dan Stres Kerja Terhadap Kinerja Karyawan: Peran Mediasi Organizational Citizenship Behavior

Amirul Syah, Salman Farisi, Muhammad Arif, Ikhsan Ikhsan, Azly Anggraini Nasution

Abstract

Purpose – This study aims to test and analyze the effect of role ambiguity and work stress on employee performance directly and indirectly through organizational citizenship behaviour in hospitality companies in Medan.

Method – This study used a quantitative approach with a survey method. Data were collected using a structured questionnaire to measure the research variables objectively. The research population is all permanent employees of the hospitality industry in Medan city, have a tenure of more than one year, and must work in an environment with a hierarchical structure that supports the measurement of role ambiguity. The study sample was taken from as many as 100-200 employees of the hospitality industry in Medan to meet one of the requirements of the data analysis method using SEM. The data analysis technique uses a quantitative approach using SEM_PLS.

Findings – The results of this study indicate that role ambiguity affects employee performance, work stress affects but is not significant to employee performance, role ambiguity, and organizational citizenship behaviour affect organizational citizenship behaviour, and there is a direct positive and significant effect between organizational citizenship behaviour on employee performance of hotel companies in Medan City. Indirectly, role ambiguity and work stress positively and significantly affect employee performance of hospitality companies in Medan.

Originality/Novelty – This study examines role ambiguity and work stress as more comprehensive predictors of employee performance and then explicitly explores the importance of organizational citizenship behaviour as a mediator in the relationship between role ambiguity and work stress and employee performance.

Implications – This study has shown that organizational citizenship behaviour mediates the effect of role ambiguity and work stress on employee performance. Recommendations for further research include analyzing or using organizational citizenship behaviour variables as independent variables, not as mediating variables.

Keywords

Ambiguitas, Stres Kerja, OCB, Kinerja

Full Text:

PDF

References

Adam, A., Alim, A., & Maulana, D. (2020). Effect of role ambiguity and fatigue on employee performance in Pelamonia Hospital, Makassar, Indonesia. Iranian Journal of Public Health, 49(1), 203–205. https://doi.org/10.18502/ijph.v49i1.3075

Ali, R. M. D. (2023). The Influence of Work Stress and Work Environment on Organizational Citizenship Behavior (OCB). Jurnal Ekonomi, 12(03), 2023. http://ejournal.seaninstitute.or.id/index.php/Ekonomi

Chen, B., Wang, L., Li, B., & Liu, W. (2022). Work stress, mental health, and employee performance. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.1006580

Chiang, C. F., & Hsieh, T. S. (2012). The impacts of perceived organizational support and psychological empowerment on job performance: The mediating effects of organizational citizenship behavior. International Journal of Hospitality Management, 31(1), 180–190. https://doi.org/10.1016/j.ijhm.2011.04.011

Damayanti, A., Hayati, K., & Mardiana, N. (2022). Pengaruh Stres Kerja dan Perilaku Cyberloafing terhadap Kinerja Karyawan. E-Journal Ekonomi Bisnis Dan Akuntansi, 9(2), 56. https://doi.org/10.19184/ejeba.v9i2.34074

De Clercq, D., & Belausteguigoitia, I. (2020). When does job stress limit organizational citizenship behavior, or not? Personal and contextual resources as buffers. Journal of Management and Organization, May 2020. https://doi.org/10.1017/jmo.2020.7

De Clercq, D., & Pereira, R. (2023). When does role ambiguity escalate into diminished change-oriented organizational citizenship behavior? Journal of General Management, 0(0), 1–14. https://doi.org/10.1177/03063070231191878

Dharma, Y. (2018). The Effect of Work Motivation on the Employee Performance with Organization Citizenship Behavior as Intervening Variable at Bank Aceh Syariah. In Proceedings of MICoMS 2017 (Vol. 1, pp. 7–12). Emerald Publishing Limited. https://doi.org/10.1108/978-1-78756-793-1-00065

Dodanwala, T. C., & Santoso, D. S. (2022). The mediating role of job stress on the relationship between job satisfaction facets and turnover intention of the construction professionals. Engineering, Construction and Architectural Management, 29(4), 1777–1796. https://doi.org/10.1108/ECAM-12-2020-1048

Dodanwala, T. C., Shrestha, P., & Santoso, D. S. (2021). Estrés laboral relacionado con conflictos de roles entre profesionales de la construcción : el papel moderador de la edad y la permanencia en la organización. Economía de La Construcción, 21(4), 21–37. https://search.informit.org/doi/abs/10.3316/informit.321152225042653

Farisi, S., Siswadi, Y., & Arif, M. (2024). Factor Affecting Work Engagement , Affective Commitment, and Organizational Citizenship Behavior. Jurnal Manajemen, 28(02), 293–317.

Habeeb, S. (2019). A proposed instrument for assessing organizational citizenship behavior in BFSI companies in India. Cogent Business and Management, 6(1). https://doi.org/10.1080/23311975.2019.1625702

Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least (PLS-SEM) Using R Equation Modeling Squares Structural : A Workbook. Springer. https://doi.org/10.1007/978-3-030-80519-7

Hasibuan, J. S., Jufrizen, J., Nasution, A. S. S., & Sari, M. (2024). Organizational Citizenship Behavior as A Moderator in Employee Performance: A Study on Emotional Intelligence and Job Satisfaction. International Journal of Sustainable Development and Planning, 19(1), 365–374. https://doi.org/10.18280/ijsdp.190135

Jufrizen, J., Farisi, S., Azhar, M. E., & Daulay, R. (2020). Model Empiris Organizational Citizenship Behavior dan Kinerja Dosen Perguruan Tinggi Swasta di Medan. EKUITAS (Jurnal Ekonomi Dan Keuangan), 4(2), 145–165. https://doi.org/10.24034/j25485024.y2020.v4.i2.4159

Jufrizen, J., Farisi, S., Hasibuan, J. S., & Gunawan, A. (2024). Factors affecting organizational citizenship behavior of budget hotel employees in Indonesia : Examining the mediating role of work engagement and affective commitment. Problems and Perspectives in Management, 22(1), 549–561. https://doi.org/10.21511/ppm.22(1).2024.44

Jufrizen, J., Khair, H., Dina, A. T., & Pandia, M. M. (2024). Factor Affecting Workplace Spirituality, Job Satisfaction, and Organizational Citizenship Behavior: Evidence From Indonesia. Ikonomicheski Izsledvania, 33(1), 27–48. https://www.iki.bas.bg/en/economic-studies-journal-0

Kobis, Y. S., Fanggidae, R. E., & Timuneno, T. (2023). Ekuitas: Jurnal Pendidikan Ekonomi Effect of Workload and Job Stress on Employee Performance. Ekuitas: Jurnal Pendidikan Ekonomi, 11(1), 48–56. https://ejournal.undiksha.ac.id/index.php/EKU

Latuihamallo, E. J., Latupapua, C. V., & Risambessy, A. (2024). The Effect of Work Stress and Role Ambiguity on Employee Performance with Organizational Citizenship Behavior (OCB) as A Study Mediation on Female Lecturers with Married Status at Ambon State Polytechnic. COSTING:Journal of Economic, Business and Accounting, 7(5), 4636–4650.

Mathieu, C., & Gilbreath, B. (2023). Measuring Presenteeism From Work Stress: The Job Stress-Related Presenteeism Scale. Journal of Occupational and Environmental Medicine, 65(3), 210–216. https://doi.org/10.1097/JOM.0000000000002753

Mishra, H., Mukherjee, T., & Venkatesan, M. (2023). Role of Personality on Psychological Well-being in Public Services: Theorizing the Self-Determination Theory Perspective. Global Business Review, 09721509231175224. https://doi.org/10.1177/09721509231175224

Pandia, M. M., Jufrizen, J., Khair, H., & Tanjung, H. (2023). Organization Citizenship Behavior: The Role of Spiritual Leadership, Self Efficacy, Locus of Control and Job Satisfaction. Jurnal Organisasi Dan Manajemen, 19(1), 168–187. https://doi.org/10.33830/jom.v19i1.3489.2023

Paramita, N. K. S., & Suwandana, I. G. M. (2022). Effect of Job Stress, Work Conflict, and Workload on Employees’ Performance. European Journal of Business and Management Research, 7(4), 125–128. https://doi.org/10.24018/ejbmr.2022.7.4.1508

Podsakoff, P. M. (2014). Organizational Citizenship Behaviorand the Quantity and Quality of Work Group Performance. Journal of Applied Psychology, 8(2), 262–270.

Pratiwi, T. M., & Indiyati, D. (2023). Effect of work stress during pandemic Covid-19 on employee performance at fuel terminal Tasikmalaya: Pengaruh stress kerja saat pandemi Covid-19 terhadap kinerja karyawan di terminal bahan bakar Tasikmalaya. ISSN : 2355-9357 e-Proceeding of Management, 10(3), 1529.

Rahayu, B., & Utami, S. (2020). The Role of Organizational Citizenship Behavior In Mediating The Effect of Employee Satisfaction , Organizational Commitment And Employee Engagement on Employee Performance ( Study in Baitul Maal Wa Tamwil East Java ). IOSR Journal of Business and Management, 22(2), 42–55. https://doi.org/10.9790/487X-2202064255

Rivai, V., & Sagala, E. J. (2017). Manajemen Sumber Daya Manusia Untuk Perusahaan. Raja Grafindo.

Roemer, E., Schuberth, F., & Henseler, J. (2021). HTMT2–an improved criterion for assessing discriminant validity in structural equation modeling. Industrial Management and Data Systems, 121(12), 2637–2650. https://doi.org/10.1108/IMDS-02-2021-0082

Sarstedt, M., & Hwang, H. (2020). Advances in composite-based structural equation modeling. Behaviormetrika, 47(1), 213–217. https://doi.org/10.1007/s41237-020-00105-9

Shao, D., Zhou, E., Gao, P., Long, L., & Xiong, J. (2019). Double-edged effects of socially responsible human resource management on employee task performance and organizational citizenship behavior: Mediating by role ambiguity and moderating by prosocial motivation. Sustainability (Switzerland), 11(8). https://doi.org/10.3390/su11082271

Suriana, S., Rahmawati, R., & Ekawati, D. (2022). Partial Least Square-Structural Equation Modeling Pada Tingkat Kepuasan Dan Persepsi Mahasiswa Terhadap Perkuliahan Online. Jurnal Matematika, Sains, Dan Pembelajarannya, 8(1), 10–19. https://doi.org/10.31605/saintifik.v8i1.362

Susilo, M. A., Jufrizen, J., & Khair, H. (2023). Pengaruh Iklim Organisasi dan Motivasi terhadap Kinerja Pegawai melalui Organizational Citizenship Behavior. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 6(1), 587–605.

Unguren, E., & Arslan, S. (2021). The effect of role ambiguity and role conflict on job performance in the hotel industry: The mediating effect of job satisfaction. Tourism and Management Studies, 17(1), 45–58. https://doi.org/10.18089/TMS.2021.170104

Wahjoedi, T. (2021). The effect of organizational culture on employee performance mediated by job satisfaction and work motivation: Evident from SMEs in Indonesia. Management Science Letters, 11, 2053–2060. https://doi.org/10.5267/j.msl.2021.3.004

Wahjoedi, T. (2023). Mediation Effect of Work Stress on the Relationship between Role Conflict, Role Ambiguity, and Employees Performance. Jurnal Organisasi Dan Manajemen, 19(2), 394–409. https://doi.org/10.33830/jom.v19i2.4578.2023

Wondiwoy, J. D. R., Lengkong, V. P. K., Saerang, R. T., Kerja, P., Kinerja, T., Studi, K., Pada, K., Sam, U., & Manado, R. (2022). Pengaruh Ambiguitas Peran , Konflik Peran Dan Keseusaian Pt . Pertamina Ru Vii Kasim Sorong Papua Barat ). Jurnal EMBA, 10(1), 675–685.

Wu, G., Hu, Z., & Zheng, J. (2019). Wu, G., Wu, Y., Li, H., & Dan, C. (2018). Job burnout, work-family conflict and project performance for construction professionals: The moderating role of organizational support. International journal of environmental research and public health, 15(12), 2. International Journal of Environmental Research and Public Health, 16(13).

Yang, D., & Sentoso, A. (2023). Analisis Pengaruh Job Stress, Financial Compensation Terhadap Employees Performance Generasi Z Yang Bekerja Di Kota Batam Dengan OCB Sebagai Variabel Mediasi. Management Studies and Entrepreneurship Journal, 4(6), 9017–9026.

DOI: https://doi.org/10.30596/jimb.v25i2.21400