Pengaruh Customer Incivility terhadap Job Satisfaction Frontliner PT. Bank BPD DIY: Peran Mediasi Emotional Exhaustion dan Moderasi Supervisor Support

Rahmania Ayu Handyta Putri, Yuni Siswanti, Hendro Widjanarko

Abstract


This study aims to examine the effect of customer incivility on the job satisfaction of frontliners at PT. Bank BPD DIY by investigating the mediating role of emotional exhaustion and the moderating role of supervisor support. The study is motivated by the need to understand how customers' uncivil behavior affects employees' psychological well-being and job satisfaction in service organizations. A quantitative research approach was employed using a survey of frontliner employees at PT. Bank BPD DIY. Data were collected through structured questionnaires and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to examine direct, indirect, and moderating relationships among variables. The results indicate that customer incivility has a significant negative effect on job satisfaction and a significant positive effect on emotional exhaustion. Emotional exhaustion has a significant negative effect on job satisfaction and significantly mediates the relationship between customer incivility and job satisfaction. These findings suggest that uncivil customer behavior increases frontliners' emotional exhaustion, which subsequently reduces their job satisfaction. However, supervisor support was not found to moderate the relationship between customer incivility and job satisfaction. The findings highlight emotional exhaustion as the primary psychological mechanism explaining how customer incivility influences job satisfaction among banking frontliners. The study implies that organizations should strengthen strategies to manage customer incivility, implement psychological well-being programs, and enhance employees' emotional coping capabilities to maintain job satisfaction and service quality.

Keywords


customer incivility, emotional exhaustion, job satisfaction, supervisor support, frontliner

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DOI: http://dx.doi.org/10.33087/jmas.v11i2.2458

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