HUBUNGAN ANTARA WORKPLACE TELEPRESSURE DAN RESILIENSI DENGAN BURNOUT PADA KARYAWAN

ADELIA, SAFITRI (2025) HUBUNGAN ANTARA WORKPLACE TELEPRESSURE DAN RESILIENSI DENGAN BURNOUT PADA KARYAWAN. Diploma thesis, UIN Raden Intan Lampung.

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Abstract

ABSTRAK Permasalahan burnout atau kelelahan kerja menjadi isu serius yang dihadapi oleh karyawan, khususnya mereka yang bekerja di bidang layanan pelanggan (customer service). Burnout dapat disebabkan oleh beban kerja yang tinggi dan tuntutan untuk selalu merespons cepat melalui teknologi komunikasi, sebuah fenomena yang dikenal sebagai workplace telepressure. Faktor resiliensi dinilai mampu membantu karyawan dalam menghadapi tekanan tersebut dan menekan risiko burnout. Penelitian ini bertujuan untuk menganalisis hubungan antara workplace telepressure dan resiliensi terhadap burnout pada karyawan customer service di bank swasta. Penelitian ini merupakan penelitian kuantitatif dengan Teknik Accidental Sampling dengan sampel penelitian karyawan yang bekerja sebagai Costumer Service di Bank Swasta. Metode pengumpulan data menggunakan Skala Burnout berjumlah 29 aitem (α= 0,968), Skala Workplace Telepressure berjumlah 22 aitem (α= 0,947), Skala Resiliensi berjumlah 28 aitem (α= 0,948). Teknik analisis yang digunakan dalam penelitian adalah analisis regresi berganda menggunakan Software JASP Versi 16.2 for windows. Berdasarkan hasil penelitian yang dilakukan menunjukkan adanya hubungan yang signifikan antara workplace telepressure dan resiliensi dengan burnout pada karyawan, dengan nilai koefisen R 0,778 dan nilai F 108.535 dengan taraf signifikan p<0.001. Selain itu, te.rdapat hubungan positif signifikan antara workplace. te.le.pre.ssure. dan burnout pada karyawan, (r = 0,700 ; p<0,001). Terdapat hubungan ne.gatif antara re.silie.nsi dan burnout pada karyawan, (r = <0,181 ; p<0,029). Berdasarkan hal itu dapat disimpulkan bahwa ada hubungan antara workplace telepressure dn resiliensi dengan burnout dengan peningkatan workplace telepressure dapat memperparah burnout pada karyawan, sedangkan resiliensi berperan dalam mengurangi dampak negatif tersebut. Kata kunci: Workplace telepressure, Resiliensi, Burnout, Customer service, Bank Swasta. ABSTRACT The problem of burnout or work fatigue is a serious issue that is being faced by employees, especially those working in customer service (customer service). Burnout can be caused by high workloads and demands to always respond quickly through communication technology, a phenomenon known as Workplace Telepressure. Resilience factors are assessed able to help employees deal with such pressure and reduce the risk burnout. This study aims to analyze the relationship between Workplace Telepressure and Resilience to burnout in customer service employees at Private Bank. This research is a quantitative research with Accidental Sampling Technique with a research sample of employees who work as a Costumer Service at a Private Bank. The data collection method using the Burnout Scale is 29 items (α= 0,968), the Workplace Telepressure Scale is 22 items (α= 0,947), the Resilience Scale is 28 items (α= 0,948). The analysis technique used in the research is multiple regression analysis using JASP Software Version 16.2 for windows. Based on the results of the research conducted showed that there is a significant relationship between workplace telepressure and resilience with burnout in employees, with a R value of 0.778 and a F value of 108.535 with a significant level of p<0.001. In addition, there is a significant positive relationship between workplace. te.le.pre.ssure. and burnout in employees, (r = 0,700 ; p<0,001). There is a negative relationship between re.silie.nsi and burnout in employees, (r = <0,181; p<0,029). Based on that, it can be concluded that there is a relationship between workplace telepressure and resilience with burnout with an increase in workplace telepressure that can aggravate burnout in employees, while resilience plays a role in reducing the negative impact. Keywords: Workplace telepressure, Resilience, Burnout, Customer service, Private Bank.

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