Pengaruh Psychological Capital Terhadap Work Engagement Pada IndiHome PT. Telekomunikasi Indonesia

Sofi Wulandari Astuti, Hedi Wahyudi

Abstract


Abstract. The COVID-19 pandemic has an impact on increasing the workload for employees who are still working during the pandemic. An increase in workload can threaten to decrease employee performance, so employees need adequate self-capacity to maintain performance through involvement in their work. This study aims to empirically examine the effect of psychological capital on work engagement in service sector workers who experience an increase in workload during the COVID-19 pandemic.  This study uses a quantitative and causal approach with multiple regression techniques. The subjects in this study were 56 customer service of IndiHome service IndiHome. The psychological scale used in this study is a psychological capital measurement tool from Luthans et.al, as well as a work engagement measuring tool from Schaufeli & Bakker. The results showed that 89.29% of customer service employees had high psychological capital and 89.29% of customer service employees had high work engagement. The results of multiple regression showed that psychological capital had a significant effect on work engagement by 85.2% (R= .923 , R2 = 0.852). All dimensions of psychological capital have a significant effect on work engagement, especially the hope dimension (X2) with the largest effect of .409 and the dimension of resilience (X3) with the smallest effect of .153.

Keywords: Psychological Capital, Work Engagement, Customer Service

Abstrak. Pandemi COVID-19 memberikan dampak pada peningkatan beban kerja bagi karyawan yang masih tetap bekerja selama pandemi. Peningkatan beban kerja dapat mengancam terhadap menurunya kinerja karyawan, sehingga karyawan memerlukan kapasitas diri yang memadai untuk tetap mempertahankan kinerja melalui keterlibatan terhadap pekerjaan-nya. Penelitian ini bertujuan untuk menguji secara empiris pengaruh psychological capital terhadap work engagement pada pekerja sektor layanan yang mengalami peningkatan beban kerja selama pandemi COVID-19. Penelitian ini menggunakan pendekatan kuantitatif dan kausalitas dengan teknik multiple regression. Subjek dalam penelitian ini adalah 56 orang karyawan customer service IndiHome PT. Telekomunikasi Indonesia. Skala psikologis yang digunakan dalam penelitian ini adalah alat ukur psychological capital dari Luthans et.al, dan alat ukur work engagement dari Schaufeli & Bakker. Hasil penelitian menunjukkan bahwa 89.29% karyawan customer service memiliki psychological capital tinggi dan 89.29% karyawan customer service memiliki work engagement tinggi. Hasil multiple regression menunjukkan bahwa psychological capital memberikan pengaruh yang signifikan terhadap work engagement sebesar 85.2% (R= .923 , R2 =0.852). Seluruh dimensi psychological capital memiliki pengaruh yang signifikan terhadap work engagement, terutama dimensi hope (X2) dengan pengaruh paling besar sebanyak .409 dan dimensi resilience (X3) dengan pengaruh paling kecil sebanyak .153.

Kata Kunci: Psychological Capital, Work Engagement, Customer Service


Keywords


Psychological Capital, Work Engagement, Customer Service

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References


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DOI: http://dx.doi.org/10.29313/.v0i0.28365

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