PENGARUH JOB STRESS TERHADAP TURNOVER INTENTION: PERAN MEDIASI EMOTIONAL BURNOUT DAN WORK ENGAGEMENT SERTA PERAN MODERASI SERVICE CLIMATE

Abstract

This study examines the effect of job stress on turnover intention by investigating the mediating roles of emotional burnout and work engagement and the moderating role of service climate among banking employees in Surabaya, Indonesia. A quantitative approach was employed using a survey method. Data were collected from 212 banking employees selected through purposive sampling. The research instrument was measured using a five-point Likert scale, and the data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The findings indicate that job stress positively affects emotional burnout and turnover intention while negatively affecting work engagement. Emotional burnout significantly increases turnover intention, whereas work engagement reduces employees' intention to leave the organization. Furthermore, emotional burnout and work engagement significantly mediate the relationship between job stress and turnover intention. Service climate also moderates the relationship between job stress and emotional burnout by weakening the adverse impact of job stress. These findings highlight the importance of reducing job stress, strengthening employee engagement, preventing emotional burnout, and fostering a positive service climate to minimize turnover intention in the banking sector.