Pengaruh Customer Agression terhadap Turnover Intention dengan Burnout Sebagai Mediator pada Tenaga Kesehatan di Puskesmas Trauma Center
DOI:
https://doi.org/10.29313/bcsps.v6i2.26049Keywords:
Customer Aggression, Burnout, Turnover Intention, healthcare workers, primary healthcare centerAbstract
Abstrak. Penelitian ini bertujuan untuk menganalisis pengaruh customer aggression terhadap turnover intention dengan burnout sebagai variabel mediasi pada tenaga kesehatan di Puskesmas Trauma Center Samarinda Seberang. Penelitian menggunakan pendekatan kuantitatif dengan desain survei. Populasi penelitian berjumlah 60 tenaga kesehatan, dengan 48 responden yang memenuhi kriteria analisis melalui teknik sampling jenuh. Data dikumpulkan menggunakan Skala Customer Aggression, Maslach–Trisni Burnout Inventory (M-TBI), dan Nurse Turnover Intention Scale (NTIS). Analisis data dilakukan menggunakan analisis mediasi dengan pendekatan bootstrapping melalui aplikasi JASP. Hasil penelitian menunjukkan bahwa customer aggression tidak berpengaruh signifikan terhadap burnout (β = 0,007; p = 0,833) maupun turnover intention (β = 0,035; p = 0,599). Sebaliknya, burnout berpengaruh positif dan signifikan terhadap turnover intention (β = 0,866; p = 0,002). Hasil pengujian efek tidak langsung juga menunjukkan bahwa burnout tidak memediasi hubungan antara customer aggression dan turnover intention (p = 0,834). Temuan ini mengindikasikan bahwa customer aggression belum menjadi faktor yang secara langsung memengaruhi burnout maupun turnover intention pada tenaga kesehatan, sedangkan burnout merupakan faktor penting yang berkontribusi terhadap meningkatnya turnover intention. Penelitian ini memberikan implikasi bagi pengelolaan sumber daya manusia di sektor kesehatan, khususnya dalam upaya menurunkan burnout sebagai strategi untuk mengurangi kecenderungan tenaga kesehatan meninggalkan organisasi
Abstract. This study examined the effect of Customer Aggression on Turnover Intention with Burnout as a mediating variable among healthcare workers at Puskesmas Trauma Center Samarinda Seberang. A quantitative approach was employed involving 48 healthcare workers selected through saturated sampling. Data were collected using the Customer Aggression Scale, the Maslach-Trisni Burnout Inventory (M-TBI), and the Turnover Intention Scale (NTIS). Data were analyzed using path analysis with JASP and a bootstrapping approach to examine the mediation effect. The results indicated that Customer Aggression had no significant effect on Burnout (β = 0.007; p = 0.833) or Turnover Intention (β = 0.035; p = 0.599). In contrast, Burnout had a significant negative effect on Turnover Intention (β = -0.866; p = 0.002). Furthermore, Burnout did not mediate the relationship between Customer Aggression and Turnover Intention (p = 0.834). These findings suggest that longer work experience and mature coping mechanisms may play a greater role in protecting healthcare workers from the negative impact of patient aggression than the direct effect of customer aggression itself. This study contributes to the development of human resource management in the healthcare sector
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