Date Log
Copyright (c) 2021 Dirga Lestari, Irsan Tricahyadinata, Rahmawati Rahmawati, Dio Caisar Darma, Siti Maria, Ariesta Heksarini
This work is licensed under a Creative Commons Attribution 4.0 International License.
The Concept of Work-Life Balance and Practical Application for Customer Services of Bank
Corresponding Author(s) : Dio Caisar Darma
Jurnal Minds: Manajemen Ide dan Inspirasi,
Vol. 8 No. 1 (2021): June
Abstract
This paper aims to examine the work-life balance (WLB) standards applied by the Limited Company of Bank Central Asia (PT BCA) Samarinda branch and their impact on employee loyalty, job performance, and turnover intentions. Our targets for employees who work in customer services (CS). We collected the data through survey techniques, where the size of the informants was 340 samples. Multiple regression analyses indicate that the WLB policy has affected employee loyalty, turnover intentions, and job performance. Employee loyalty also plays an essential role in job performance and turnover intentions. Meanwhile, job performance has a significant effect on preventing turnover intentions. The fundamental difference to this finding lies in the escalation in the causality of the variables and is worth developing.
Keywords
Download Citation
Endnote/Zotero/Mendeley (RIS)BibTeX
References
Adam, A. M. (2020). Sample size determination in survey research. Journal of Scientific Research and Reports, 26(5), 90-97. https://doi.org/10.9734/jsrr/2020/v26i530263.
Alferaih, A. (2017). Developing a conceptual model to measure talent’s turnover intention in tourism organisations of Saudi Arabia. International Journal of Organizational Analysis, 25(1), 2-23. https://doi.org/10.1108/IJOA-10-2014-0803.
Alfiyah, S. E. (2016). Work motivation, loyalty, and employee quality on the performance of employees of PT Varia Usaha Gresik. BISMA – Bisnis dan Manajemen, 8(2), 144-155. https://doi.org/10.26740/bisma.v8n2.p144-155.
Ardiansyah, C. A., & Sujanti, J. (2020). Effect of work life balance on employee performance through organizational commitment to the employees of PT Bhinneka Life Indonesia, branch Surabaya. Jurnal Ilmu Manajemen, 8(4), 1211-1221.
Bardoel, E. A., De Cieri, H., & Santos, C. (2008). A review of work—life research in Australia and New Zealand. Asia Pacific Journal of Human Resources, 46(3), 316–333. https://doi.org/10.1177/1038411108095762.
Banerjee, A., & Chaudhury, S. (2010). Statistics without tears: Populations and samples. Industrial Psychiatry Journal, 19(1), 60–65. https://doi.org/10.4103/0972-6748.77642.
Bashaw, R. E., & Grant, E. S. (1994). Exploring the distinctive nature of work commitments: Their relationships with personal characteristics, job performance, and propensity to leave. Journal of Personal Selling & Sales Management, 14(2), 41–56. https://doi.org/10.1080/08853134.1994.10753984.
Biron, M., & Boon, C. (2013). Performance and turnover intentions: A social exchange perspective. Journal of Managerial Psychology, 28(5), 511–531. https://doi.org/10.1108/JMP-09-2011-0054.
Blood, R. O., Jr., & Wolfe, D. M. (1960). Husbands and wives: The dynamics of family living. New York: Free Press Glencoe.
Britannica, E. (1998). The definition of loyalty. Accessed from http://www.web2010.com.marceric/archive/arc3.htm [28-03-2021].
Bu, N., McKeen, C. A., & Shen, W. (2011). Behavioural indicators of turnover intention: The case of young professionals in China. The International Journal of Human Resource Management, 22(16), 3338-3356. https://doi.org/10.1080/09585192.2011.561214.
Bujang, R., Kasuma, J., Isnin, N., Neging, P., Hassan, A. N., Darma, D. C., & Kuleh, Y. (2020). Relationship between client satisfaction, service quality and client perception towards the effectiveness of client consultation services. International Journal of Psychosocial Rehabilitation, 24(03), 5648-5656. https://doi.org/10.37200/IJPR/V24I3/PR2021164.
Campbell, J. P., McCloy, R. A., Oppler, S. H., & Sager, C. E. (1993). A theory of performance. In Schmitt, C. W and Borman, W. C (eds), Personnel Selection in Organizations. San Francisco: Jossey Bass, pp. 35-70.
Chen, G., Ployhart, R. E., Thomas, H. C., Anderson, N., & Bliese, P. D. (2011). The power of momentum: A new model of dynamic relationships between job satisfaction change and turnover intentions. Academy of Management Journal, 54(1), 159–181. https://doi.org/10.5465/AMJ.2011.59215089.
Chen, K., Zhang, Y., Zhu, G., & Mu, R. (2020). Do research institutes benefit from their network positions in research collaboration networks with industries or/and universities?. Technovation, 94‐95, 102002. https://doi.org/10.1016/j.technovation.2017.10.005.
Clark, S. C. (2000). Work/family border theory: A new theory of work/family balance. Human Relations. 53(6), 747-770. https://doi.org/10.1177/0018726700536001.
Dwipayoga, K. S., & Adnyani, I. G. (2013). The influence of physical work environment, leadership and compensation on employee loyalty at PT Gino Valentino Bali. E-Jurnal Manajemen, 2(2), 137-152.
Faradila, N., Heksarini, A., & Darma, D. C. (2020). Antecedents that affect job satisfaction and employee performance. Saudi Journal of Business and Management Studies, 5(6), 293–302. https://doi.org/10.36348/sjbms.2020.v05i06.001.
Hafni, L., & Sari, D. D. (2019). Analysis effect of compensation, job stress, and employee loyalty on the turnover intention of employees PT Wiradjaja Prima Kencana, Pekanbaru. Procuratio: Jurnal Ilmiah Manajemen, 7(1), 55-66.
Hawa, M. A., & Nurtjahjanti, H. (2018). Relationship between work-life balance with the employee loyalty PT Hanil Indonesia in Boyolali. Jurnal Empati, 7(1), 424-429.
Hernaus, T., Konforta, M., & Sitar, A. S. (2020). A multi‐informant assessment of organizational agility maturity: An exploratory case analysis. Dynamic Relationships Management Journal, 9(2), 85‐104. https://doi.org/10.17708/DRMJ.2020.v09n02a05.
Hom, P. W., & Griffeth, R. W. (1995). Employee turnover. Cincinnati, OH: South-Western College Publishing.
Hom, P. W., Lee, T. W., Shaw, J. D., & Hausknecht, J. P. (2017). One hundred years of employee turnover theory and research. Journal of Applied Psychology, 102(3), 530–545. https://doi.org/10.1037/apl0000103.
Ikbal, M., Irwansyah, I., Paminto, A., Ulfah, Y., & Darma, D. C. (2020a). Financial intelligence: Financial statement fraud in Indonesia. Journal of Intelligence Studies in Business, 10(3), 80-95. https://doi.org/10.37380/jisib.v10i3.640.
Ikbal, M., Irwansyah, I., Paminto, A., Ulfah, Y., & Darma, D. C. (2020b). Explores the specific context of financial statement fraud based on empirical from Indonesia. Universal Journal of Accounting and Finance, 8(2), 29-40. https://doi.org/10.13189/ujaf.2020.080201.
Iqbal, A., Tufail, M. S., & Lodhi, R. N. (2015). Employee loyalty and organizational commitment in Pakistani organizations. Global Journal of Human Resource Management, 3(1), 01-11.
Jaharuddin, N. S., & Zainol, L. N. (2019). The impact of work-life balance on job engagement and turnover intention. The South East Asian Journal of Management, 13(1), 106-118. https://doi.org/10.21002/seam.v13i1.10912.
Javed, M., Balouch, R., & Hassan, F. (2014). Determinants of job satisfaction and its impact on employee performance and turnover intentions. International Journal of Learning and Development, 4(2), 120-140. https://doi.org/ 10.5296/ijld.v4i2.6094.
Jusriadi, E., Syafaruddin, S., & Rusydi, M. (2021). Human capital development of research staff through self-leadership, teamwork management, and culture diversity. Jurnal Minds: Manajemen Ide dan Inspirasi, 8(1), 01-14. https://doi.org/10.24252/minds.v8i1.19316.
Kahya, E. (2009). The effects of job performance on effectiveness. International Journal of Industrial Ergonomics, 39(1), 96-104. https://doi.org/10.1016/j.ergon.2008.06.006.
Kithae, D. P., & Keino, D. C. (2016). Effects of work life balance on staff performance in the telecommunication sector in Kenya. Archives of Business Research, 4(1), 129–138. https://doi.org/10.14738/abr.41.1747.
Laksono, B. F., & Wardoyo, P. (2019). Effect of work - life balance, job satisfaction and work engagement on turnover with intentions mentoring as a moderating variables in employees Hotel Dafam Semarang. Jurnal Riset Ekonomi dan Bisnis, 12(1), 17-36. https://doi.org/10.26623/jreb.v12i3.1758.
Liu, D., Mitchell, T., Lee, T., Holtom, B., & Hinkin, T. (2012). When employees are out of step with coworkers: How job satisfaction trajectory and dispersion influence individual-and unit-level voluntary turnover. Academy of Management Journal, 55(6), 1360–1380. https://doi.org/10.5465/amj.2010.0920.
Locke, E. A. (1969). What is job satisfaction?. Organizational Behavior and Human Performance, 4(4), 309-336. https://doi.org/10.1016/0030-5073(69)90013-0.
Locke, E. A. (1970). Job satisfaction and job performance: A theoretical analysis. Organizational Behavior and Human Performance, 5(5), 484-500. https://doi.org/10.1016/0030-5073(70)90036-X.
Malik, M., Wan, D., Dar, L., Akbar, A., & Naseem, M. A. (2014). The role of work life balance in job satisfaction and job benefit. Journal of Applied Business Research, 30(6), 1627-1638. https://doi.org/10.19030/jabr.v30i6.8879.
Martensen, A., & Grønholdt, L. (2006). Internal marketing: A study of employee loyalty, its determinants and consequences. Innovative Marketing, 2(4), 92-116.
Maroofi, F., & Navidinya, F. (2011). The measurement of job performance and its impact on effectiveness. International Journal of Business Performance Management, 12(3), 217-227. https://doi.org/10.1504/IJBPM.2011.039887.
Mendis, M. D., & Weerakkody, W. A. (2017). The impact of work life balance on employee performance with reference to telecommunication industry in Sri Lanka: A mediation model. Kelaniya Journal of Human Resource Management, 12(1), 72–100. https://doi.org/http://doi.org/10.4038/kjhrm.v12i1.42.
Metin, K., & Asli, K. (2018). The relationship between organizational commitment and work performance: A case of industrial enterprises. Journal of Economic and Social Development, 5(1), 46–50.
Murphy, K. R. (2008). Perspectives on the relationship between job performance and ratings of job performance. Industrial and Organizational Psychology, 1(2), 197–205. https://doi.org/10.1111/j.1754-9434.2008.00039.x.
Ötken, A. B., & Erben, G. S. (2013). The relationship between work-life balance and happiness from the perspectives of generation X and Y. Philippine Social Sciences and Humanities Review, 2(4), 45-53.
Park, C. (2020). Inter‐organizational relationships management as a knowledge strategy: A simulation approach. Dynamic Relationships Management Journal, 9(2), 5-18. https://doi.org/10.17708/DRMJ.2020.v09n02a01.
Poelmans, S., & Caligiuri, P. (2008). Harmonizing work, family and personal life: From policy to practice. Cambridge: Cambridge University Press.
Poelman, E. H., Galiart, R. J., Raaijmakers, C. E., Loon, J. J., & Dam, N. M. (2008). Performance of specialist and generalist herbivores feeding on cabbage cultivars is not explained by glucosinolate profiles. Entomologia Experimentalis et Applicata, 127(3), 218–228. https://doi.org/10.1111/j.1570-7458.2008.00700.x.
Podsakoff, P. M., Mackenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000). Organizational citizenship behaviors: a critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26(3), 513–563. https://doi.org/10.1016/S0149-2063(00)00047-7.
Preko, A. K., & Adjetey, J. (2013). A study on the concept of employee loyalty and engagement on the performance of sales executives of commercial banks in Ghana. International Journal of Business Research and Management, 4(2), 51-62. https://doi.org/10.1.1.741.1639.
Pritchard, R. D., Jones, S. D., Roth, P. L., Stuebing, K. K., & Ekeberg, S. E. (1988). The effects of feedback, goal setting, and incentives on organizational productivity. Journal of Applied Psychology Monograph Series, 73(2), 337-358. https://doi.org/10.1037/0021-9010.73.2.337.
Ratnasari, S. L., Sutjahjo, G., & Adam, A. (2020). The effect of job satisfaction, organizational culture, and leadership on employee performance. Annals of Tropical Medicine & Public Health, 23(13A), SP231329. http://doi.org/10.36295/ASRO.2020.231329.
Rajput, S., Mayank, S., & Shivkant, T. (2016). Job satisfaction and employee loyalty: A study of academicians. Asian Journal of Management, 7(2), 105-109. https://doi.org/10.5958/2321-5763.2016.00015.9.
Rincy, V. M., & Panchanatham, N. (2014). Work life balance: A short review of the theoretical and contemporary concepts. Continental Journal Social Sciences, 7(1), 01-24. https://doi.org/10.5707/cjsocsci.2014.7.1.1.24.
Schuler, R. S. (1989). Strategic human resource management and industrial relations. Human Relations, 42(2), 157–184. https://doi.org/10.1177/001872678904200204.
Shore, T. H., Thornton, G. C., & Shore, L. M. (1990). Construct validity of two categories of assessment center dimension ratings. Personnel Psychology, 43(1), 101–116. https://doi.org/10.1111/j.1744-6570.1990.tb02008.x.
Stanton, J. M., Stam, K. R., Guzman, I. R., & Caledra, C. (2003). Examining the linkage between organizational commitment and information security. Conference: Systems, Man, and Cybernetics, 2003. IEEE International Conference, 3, 01-06. https://doi.org/10.1109/ICSMC.2003.1244259.
Syarif, A. F., Basuki, P. N., & Wijaya, A. F. (2017). Information system performance analysis at PT Central Bank Asia Using the IT balanced scorecard. Jurnal Nasional Teknik Elektro dan Teknologi Informasi, 7(1), 01-06. https://doi.org/10.22146/jnteti.v7i1.393.
Terek, E., Mitić, S., Cvetkoska, V., Vukonjanski, J., & Nikolić, M. (2018). The influence of information technology on job satisfaction and organizational commitment. Dynamic Relationships Management Journal, 7(2), 39-49. https://doi.org/10.17708/DRMJ.2018.v07n02a04.
Vroom, V. H. (1964). Work and motivation. New Jersey: Wiley.
Westman, M., Brough, P., & Kalliath, T. (2009). Expert commentary on work-life balance and crossover of emotions and experiences: Theoretical and practice advancements. Journal of Organizational Behavior, 30(5), 587–595. https://doi.org/10.1002/job.v30:510.1002/job.616.
Wijayanti, T. C., Setini, M., Darma, D. C., Purwadi, P., & Alka, P. R. (2020). Connectivity continuous improvement program and employee performance. International Review of Management and Marketing, 10(1), 54-62. https://doi.org/10.32479/irmm.9161.
Živčicová, E., Bulková, K., & Masárová, T. (2017). Comparison of the selected indicators of work life balance in European Union Countries. Economics and Sociology, 10(1), 222-231. https://doi.org/10.14254/2071-789X.2017/10-1/16.
Zimmerman, R. D., & Darnold, T. C. (2009). The impact of job performance on employee turnover intentions and the voluntary turnover process: A metaanalysis and path model. Personnel Review, 38(2), 142–158. https://doi.org/10.1108/00483480910931316.