PENGARUH EMOTIONAL LABOR DAN STRES KERJA TERHADAP BURNOUT DENGAN KECERDASAN EMOSIONAL SEBAGAI VARIABEL MODERASI: STUDI KASUS PADA KARYAWAN BANK UMUM SYARIAH (BUS) DAN UNIT USAHA (UUS) SYARIAH DI YOGYAKARTA

Defina Mutiara Gusfiyani, NIM.: 19108020105 (2023) PENGARUH EMOTIONAL LABOR DAN STRES KERJA TERHADAP BURNOUT DENGAN KECERDASAN EMOSIONAL SEBAGAI VARIABEL MODERASI: STUDI KASUS PADA KARYAWAN BANK UMUM SYARIAH (BUS) DAN UNIT USAHA (UUS) SYARIAH DI YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study aims to determine the effect of Emotional Labor and Work Stress on Burnout with Emotional Intelligence as a Moderation Variable. The object of this research is employees of Sharia Commercial Banks and Sharia Business Units in Yogyakarta, including employees of Bank Syariah Indonesia KCP Yogyakarta Kusumanegara, Bank Syariah Indonesia KCP Yogyakarta FE UII, Bank BPD DIY Syariah and Bank Permata Syariah. The research data used can be primary obtained through the distribution of questionnaires directly filled out by respondents as many as 71 people. The analysis tools used in this study used WarpPLS 7.0 and Microsoft Excel. The data analysis techniques used are Outer Model, Inner Model, and Hypothesis Test. The results of this study showed that the Emotional Labor variable had no effect on burnout. Work Stress variables have a negative and significant effect on burnout. Emotional Intelligence variables have a positive and significant effect on Emotional Labor. Emotional Intelligence variables negatively and significantly affect Work Stress. Emotional Intelligence variables have no effect on burnout. Emotional Intelligence variables can moderate Emotional Labor to Burnout. Emotional Intelligence variables can moderate Work Stress against Burnout.

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