PRATAMA, RAMA SETIAJI (2020) MEDIASI ORGANIZATIONAL CITIZENSHIP BEHAVIOR PADA PENGARUH STRES KERJA DAN DISIPLIN KERJA PEGAWAI TERHADAP KINERJA PEGAWAI CONTACT CENTER PT BANK “X”(Persero) TBK. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aims to examine and analyze the effects of employee job stress and employee discipline on the performance of employees, as mediated by employee Organizational Citizenship Behavior (OCB). This is a quantitative research. There were 109 respondents were taken as sample from a population of 150 employees of Contact Center PT Bank “X” (Persero)Tbk. by using Slovin’s formula with 5% error tolerance. The technique used a convenience sampling. Data were analyzed using SEM-PLS with the help of SmartPLS version 3.2.8 software for Windows. The results of this study show that (1) employee job stress has a significant but negative effect on employee performance; (2) employee job stress has a significant but negative effect on Organizational Citizenship Behavior; (3) employee discipline has a significant and positive effect on employee performance; (4) employee discipline has a significant and positive effect on Organizational Citizenship Behavior; and (5) Organizational Citizenship Behavior has a significant and positive effect on employee performance. The indirect effect of employee job stress on employee performance is greater than the direct effect; therefore, there is a mediating role of Organizational Citizenship Behavior on increasing the influence of employee job stress on employee performance.The direct effect of employee discipline on employee performance is greater than the indirect effect. Therefore, the implications for Contact Center PT Bank “X” (Persero)Tbk. are the management is suggested to reduce the employee job stress and to increase the employee discipline, so it will improve the employee performance. Keywords: Job Stress, Work Discipline, Organizational Citizenship Behavior (OCB), Employee Performance. Penelitian ini bertujuan untuk menganalisis pengaruh stres kerja pegawai dan disiplin kerja pegawai terhadap kinerja pegawai Contact Center PT Bank "X" (Persero) Tbk. yang dimediasi oleh variabel Organizational Citizenship Behavior (OCB). Ini adalah penelitian kuantitatif. Ada 109 responden yang diambil sebagai sampel dari populasi 150 Pegawai Contact Center PT Bank “X” (Persero) Tbk. dengan menggunakan rumus Slovin dengan toleransi kesalahan 5%. Teknik pengambilan sampel menggunakan convenience sampling, data dianalisis menggunakan SEM-PLS dengan bantuan perangkat lunak SmartPLS versi 3.2.8 untuk Windows, Hasil penelitian ini menunjukkan bahwa (1) stres kerja pegawai memiliki pengaruh signifikan tetapi negatif terhadap kinerja pegawai; (2) stres kerja pegawai berpengaruh signifikan tetapi negatif terhadap Organizational Citizenship Behavior (OCB); (3) disiplinan pegawai berpengaruh signifikan dan positif terhadap kinerja pegawai; (4) disiplinan pegawai berpengaruh signifikan dan positif terhadap Organizational Citizenship Behavior (OCB); dan (5) Organizational Citizenship Behavior (OCB) berpengaruh signifikan dan positif terhadap kinerja pegawai. Efek tidak langsung dari stres kerja pegawai pada kinerja pegawai lebih besar daripada efek langsungnya. Oleh karena itu, terdapat peran mediasi Organizational Citizenship Behavior (OCB) pada pengaruh stres kerja pegawai terhadap kinerja pegawai. Sementara itu, efek langsung pengaruh disiplin pegawai terhadap kinerja pegawai sedikit lebih besar daripada efek tidak langsungnya. Implikasi bagi Contact Center PT Bank “X” (Persero) Tbk. adalah manajemen disarankan untuk mengurangi stres kerja pegawai dan meningkatkan disiplin pegawai hal ini akan meningkatkan kinerja pegawai. Kata kunci: stres kerja, disiplin kerja, Organizational Citizenship Behavior(OCB), kinerja pegawai
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