Anteseden turnover intention yang dimediasi employee cynicism pada karyawan frontliner bank mandiri area tanjung priok enggano.

DETAIL KOLEKSI

Anteseden turnover intention yang dimediasi employee cynicism pada karyawan frontliner bank mandiri area tanjung priok enggano.

Oleh : Aurelia Neva Masa

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2026

Pembimbing 1 : Dita Oki Berliyanti

Pembimbing 2 : Dita Oki Berliyanti

Kata Kunci : Customer Incivility, Supervisor Ostracism, Turnover Intention, Employee Cynicism

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2026_SK_SMJ_022002101137_Halaman-Judul.pdf
2.	2026_SK_SMJ_022002101137_Surat-Pernyataan-Revisi-Terakhir.pdf	1
3.	2026_SK_SMJ_022002101137_Surat-Hasil-Similaritas.pdf	1
4.	2026_SK_SMJ_022002101137_Halaman-Pernyataan-Persetujuan-Publikasi-Tugas-Akhir-untuk-Kepentingan-Akademis.pdf	1
5.	2026_SK_SMJ_022002101137_Lembar-Pengesahan.pdf	4
6.	2026_SK_SMJ_022002101137_Pernyataan-Orisinalitas.pdf	1
7.	2026_SK_SMJ_022002101137_Formulir-Persetujuan-Publikasi-Karya-Ilmiah.pdf	1
8.	2026_SK_SMJ_022002101137_Bab-1.pdf
9.	2026_SK_SMJ_022002101137_Bab-2.pdf
10.	2026_SK_SMJ_022002101137_Bab-3.pdf
11.	2026_SK_SMJ_022002101137_Bab-4.pdf
12.	2026_SK_SMJ_022002101137_Bab-5.pdf
13.	2026_SK_SMJ_022002101137_Daftar-Pustaka.pdf
14.	2026_SK_SMJ_022002101137_Lampiran.pdf

Abstrak
Abstract

P Penelitian ini bertujuan untuk menganalisis pengaruh customer incivility dansupervisor ostracism terhadap turnover intention dengan employee cynicismsebagai variabel mediasi. penelitian menggunakan pendekatan kuantitatif dengandesain pengujian hipotesis (hypothesis testing) dan pengumpulan data secara crosssectional. unit analisis dalam penelitian ini adalah karyawan frontliner bank mandiriarea tanjung priok enggano. data primer diperoleh melalui penyebaran kuesionerberbasis google form kepada 130 responden. teknik pengambilan sampelmenggunakan non-probability sampling dengan metode purposive sampling. analisisdata dilakukan menggunakan structural equation model (sem) dengan bantuanperangkat lunak amos, serta uji mediasi menggunakan sobel test dan statistikdeskriptif melalui spss. hasil penelitian menunjukkan bahwa customer incivilitytidak berpengaruh terhadap turnover intention. namun, supervisor ostracism danemployee cynicism terbukti berpengaruh positif terhadap turnover intention. selainitu, customer incivility dan supervisor ostracism memiliki pengaruh positif terhadapemployee cynicism. temuan selanjutnya menunjukkan bahwa employee cynicismmemediasi secara penuh pengaruh customer incivility terhadap turnover intention,serta memediasi secara parsial pengaruh supervisor ostracism terhadap turnoverintention. implikasi manajerial dari penelitian ini menekankan pentingnya penciptaanlingkungan kerja yang suportif melalui kebijakan perlindungan karyawan,kepemimpinan yang inklusif, komunikasi yang transparan, serta strategi retensi yangadil guna menekan supervisor ostracism, employee cynicism, dan turnoverintention.

T This study aims to analyze the influence of customer incivility andsupervisor ostracism on turnover intention with employee cynicism as a mediatingvariable. the study employed a quantitative approach with a hypothesis testingdesign and cross sectional data collection. the unit of analysis was frontlineemployees of bank mandiri area tanjung priok enggano. primary data werecollected through a google form questionnaire distributed to 130 respondents. thesampling technique used non probability purposive sampling. data were analyzedusing structural equation modeling with amos, mediation testing using the sobeltest, and descriptive statistical analysis with spss. the results indicate thatcustomer incivility does not have a significant effect on turnover intention. incontrast, supervisor ostracism and employee cynicism have positive and significanteffects on turnover intention. furthermore, customer incivility and supervisorostracism positively influence employee cynicism. additional findings show thatemployee cynicism fully mediates the relationship between customer incivility andturnover intention, and partially mediates the relationship between supervisorostracism and turnover intention. the managerial implications emphasize theimportance of creating a supportive work environment through employee protectionpolicies, inclusive leadership practices, transparent communication, and fair retentionstrategies to reduce negative workplace behaviors and employee turnover intentionamong frontline employees.