The Influence of Motivation and Workload on Job Satisfaction as Customer Service at PT Telkom Witel North Surabaya

Annas Kharisma; Masmira Kurniawati

doi:10.30588/jmp.v13i2.1619

Authors

Annas Kharisma Universitas Airlangga, Surabaya, East Java,
Masmira Kurniawati Universitas Airlangga, Surabaya, East Java,

DOI:

https://doi.org/10.30588/jmp.v13i2.1619

Keywords:

Customer service, Job satisfaction, Motivation, Workload

Abstract

PT Telekomunikasi Indonesia (PT Telkom) will carry out an organizational transformation known as the Five Bold Moves. The purpose of this research is to analyze the relationship between employee motivation and workload on customer service satisfaction at PT Telkom Witel North Surabaya. This study employs a quantitative strategy of the explanatory kind. Multiple linear regression analysis is used here. According to the findings, intrinsic motivation significantly affects occupational fulfillment. In other words, employee happiness rises in tandem with the quality of the company's incentives. Workload also affects morale in the workplace. So, the more responsibility an employee is given, the happier they will be in their employment. Then, both intrinsic motivation and a heavy workload boost happiness on the job. That is to say, job satisfaction increases with both intrinsic desire and a reasonable amount of effort. Given the significance of the study's independent variables in explaining workers' levels of contentment on the job, it is hoped that the findings presented here will serve as a springboard for further investigation into these and related issues by researchers in the future.

Author Biographies

Annas Kharisma, Universitas Airlangga, Surabaya, East Java,

Management Department

Masmira Kurniawati, Universitas Airlangga, Surabaya, East Java,

Management Department

References

Adiele, E. E., & Abraham, N. M. (2013). Achievement of Abraham Maslow’s Needs Hierarchy Theory among Teachers: Implications for Human Resource Management in the Secondary School System in Rivers State. Journal of Curriculum and Teaching, 2(1), 140–144. https://eric.ed.gov/?id=EJ1157714

Anasi, S. N. (2020). Perceived influence of work relationship, work load and physical work environment on job satisfaction of librarians in South-West, Nigeria. Global Knowledge, Memory and Communication, 69(6/7), 377–398. https://doi.org/10.1108/GKMC-11-2019-0135

Armand, F. (2003). Social Marketing Models for Product-Based Reproductive Health Programs: A Comparative Analysis (Occasional Paper Series).

Aryanta, I. K., Sitiari, N. W., & Yasa, P. N. S. (2019). Influence of Motivation on Job Stress, Job Satisfaction and Job Performance at Alam Puri Villa Art Museum and Resort Denpasar. Jurnal Ekonomi & Bisnis Jagaditha, 6(2), 113–120.

Astiti, M. W., & Surya, I. B. K. (2020). The role of organizational commitments in mediating the effect of work motivation and job satisfaction towards turnover intention on nurses private hospital. International Research Journal of Management, IT and Social Sciences, 8(1), 25–34.

Ayalew, F., Kibwana, S., Shawula, S., Misganaw, E., Abosse, Z., Van Roosmalen, J., Stekelenburg, J., Kim, Y. M., Teshome, M., & Mariam, D. W. (2019). Understanding job satisfaction and motivation among nurses in public health facilities of Ethiopia: A cross-sectional study. BMC Nursing, 18(1), 1–13.

Bator, R. J., Bryan, A. D., & Schultz, P. W. (2011). Who Gives a Hoot? Intercept Surveys of Litterers and Disposers. Environment and Behavior, 43(3), 295–315. https://doi.org/10.1177/0013916509356884

BPS. (2014). Statistik Indonesia 2014. Badan Pusat Statistik, 676.

Gil, M. F. H., Ruiz Hernández, J. A., Ibáñez-López, F. J., Seva Llor, A. M., Roldán Valcárcel, M. D., Mikla, M., & López Montesinos, M. J. (2022). Relationship between Job Satisfaction and Workload of Nurses in Adult Inpatient Units. International Journal of Environmental Research and Public Health, 19(18), Article 18. https://doi.org/10.3390/ijerph191811701

Hee, O. C., Shi, C. H., Kowang, T. O., Fei, G. C., & Ping, L. L. (2020). Factors Influencing Job Satisfaction among Academic Staffs. International Journal of Evaluation and Research in Education, 9(2), 285–291.

Inegbedion, H., Inegbedion, E., Peter, A., & Harry, L. (2020). Perception of workload balance and employee job satisfaction in work organisations. Heliyon, 6(1), e03160.

Ingsih, K., Wuryani, W., & Suhana, S. (2021). The Role Of Work Environment, Work Motivation, And Leadership To Improve Employee Performance With Job Satisfaction As An Intervening Variables. Academy of Strategic Management Journal, 20(3), 1–11.

Janib, J., Rasdi, R. M., Omar, Z., Alias, S. N., Zaremohzzabieh, Z., & Ahrari, S. (2021). The Relationship between Workload and Performance of Research University Academics in Malaysia: The Mediating Effects of Career Commitment and Job Satisfaction. Asian Journal of University Education, 17(2), 85–99.

Katharina, L. P. P., & Dewi, A. (2020). The Effect of Career Development on Employee Performance Through Work Satisfaction as a Variable of Mediation. International Journal of Business, Economics and Law, 22(1), 1–7.

Kotler, P., & Lee, N. R. (2009). Up and Out of Poverty: The Social Marketing Solution. Pearson Education, Inc.

Krick, A., Felfe, J., & Pischel, S. (2022). Health-oriented leadership as a job resource: Can staff care buffer the effects of job demands on employee health and job satisfaction? Journal of Managerial Psychology, 37(2), 139–152.

Lee, H.-W. (2020). A career stage analysis of the US federal employees’ job satisfaction and turnover intention: A comprehensive overview. Review of Public Personnel Administration, 40(4), 717–742.

Madjida, A., Suudb, F. M., & Bahiroh, S. (2020). Teacher Competence, Commitment and Work Motivation: What Influences Performance in Yogyakarta. International Journal of Innovation, Creativity and Change, 13(11), 135–147.

Mahendra, I. M. K., & Sanica, I. G. (2020). IndiHome product marketing strategy PT. Telekomunikasi Indonesia, Tbk Witel Denpasar Bali. International Journal of Business, Economics and Management, 3(1), 77–92.

Mansour, H., & Sharour, L. A. (2021). Results of survey on perception of patient safety culture among emergency nurses in Jordan: Influence of burnout, job satisfaction, turnover intention, and workload. Journal of Healthcare Quality Research, 36(6), 370–377.

Norsyaheera, A. W., Lailatul, F. A. H., Shahid, S. A. M., & Maon, S. N. (2016). The Relationship Between Marketing Mix and Customer Loyalty in Hijab Industry: The Mediating Effect Of Customer Satisfaction. Procedia Economics and Finance, 37, 366–371. https://doi.org/10.1016/S2212-5671(16)30138-1

Octabriyantiningtyas, D., Suryani, E., & Jatmiko, A. R. (2019). Modeling customer satisfaction with the service quality of E-money in increasing profit of Pt. Telekomunikasi Indonesia. Procedia Computer Science, 161, 943–950.

Rivaldo, Y. (2021). Leadership and motivation to performance through job satisfaction of hotel employees at D’Merlion Batam. The Winners, 22(1), 25–30.

Sandrin, É., Gillet, N., Fernet, C., Leloup, M., & Depin-Rouault, C. (2019). Effects of motivation and workload on firefighters’ perceived health, stress, and performance. Stress and Health, 35(4), 447–456. https://doi.org/10.1002/smi.2873

Skaalvik, E. M., & Skaalvik, S. (2020). Teacher burnout: Relations between dimensions of burnout, perceived school context, job satisfaction and motivation for teaching. A longitudinal study. Teachers and Teaching, 26(7–8), 602–616.

Suardhita, N., Rafik, A., & Siregar, O. (2020). Analysis of the effect of motivation and job satisfaction on employee performance in PT Gagas Energi Indonesia Jakarta. Journal of Industrial Engineering & Management Research, 1(3), 209–217.

Sugiyono, S. (2018). Metode penelitian kuantitatif, kualitatif dan R & D. Alfabeta.

Syaukat, Y. (2011). Mengembangkan Pembiayaan Syariah Pertanian. Iqtishodia: Jurnal Ekonomi Islam Republika, 24 Februari.

Toropova, A., Myrberg, E., & Johansson, S. (2021). Teacher job satisfaction: The importance of school working conditions and teacher characteristics. Educational Review, 73(1), 71–97.

Wang, H., Jin, Y., Wang, D., Zhao, S., Sang, X., & Yuan, B. (2020). Job satisfaction, burnout, and turnover intention among primary care providers in rural China: Results from structural equation modeling. BMC Family Practice, 21(1), 12. https://doi.org/10.1186/s12875-020-1083-8

Wijaya, H. F. A., & Kartini, I. A. N. (2022). The Effect of Work Motivation, Work Discipline and Compensation on Employee Performance at PT Telekomunikasi Indonesia (Telkom) Surabaya. Jurnal Ekonomi, 11(01), 546–552.