The Empirical Testing of Complaint Handling and Job Satisfaction with Workload and Work Stress of Private Banks Frontliner in Jember


Authors : Ponti Primastuti Aulia Nugraheni; Sudarsih; Alwan Abdulrahman

Volume/Issue : Volume 10 - 2025, Issue 5 - May

Google Scholar : https://tinyurl.com/36zd5cez

DOI : https://doi.org/10.38124/ijisrt/25may1648

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Abstract : This study aims were to analyze the effect of workload and job stress on job satisfaction and handling complaints of bank frontliners and to test and analyze the mediation of job satisfaction on the effect of workload and job stress on complaint handling skills on bank frontliners. This research was conducted on frontline employees of private banks. The data in this study were collected using a survey method. This study used sampling with the sampling method used is non- probability sampling, namely the probability of each member of the population is unknown. In this study, the sample taken is Employee as Frontliner in a private bank as many as 100 employees. The data analysis method used path analysis. Based on the results of the overall discussion in this study, it can be concluded that 1) Workload has a negative and significant effect on the job satisfaction of frontline employees of private banks in Jember. Work stress has a negative and significant effect on the job satisfaction of frontline employees of private banks in Jember. Workload has a negative effect on complaint handling skills. Work stress does not affect the complaint handling skills of private banks in Jember. Job satisfaction does not affect the complaint handling skills of private banks in Jember. Workload does not affect the performance of frontline employees of private banks in Jember through job satisfaction. Work stress does not affect the complaint handling skills of private banks in Jember through job satisfaction

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This study aims were to analyze the effect of workload and job stress on job satisfaction and handling complaints of bank frontliners and to test and analyze the mediation of job satisfaction on the effect of workload and job stress on complaint handling skills on bank frontliners. This research was conducted on frontline employees of private banks. The data in this study were collected using a survey method. This study used sampling with the sampling method used is non- probability sampling, namely the probability of each member of the population is unknown. In this study, the sample taken is Employee as Frontliner in a private bank as many as 100 employees. The data analysis method used path analysis. Based on the results of the overall discussion in this study, it can be concluded that 1) Workload has a negative and significant effect on the job satisfaction of frontline employees of private banks in Jember. Work stress has a negative and significant effect on the job satisfaction of frontline employees of private banks in Jember. Workload has a negative effect on complaint handling skills. Work stress does not affect the complaint handling skills of private banks in Jember. Job satisfaction does not affect the complaint handling skills of private banks in Jember. Workload does not affect the performance of frontline employees of private banks in Jember through job satisfaction. Work stress does not affect the complaint handling skills of private banks in Jember through job satisfaction

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