Analisis tingkat Stres Karyawan pada Customer Service studi pada: Industri Layanan Seluler Telekomunikasi di Yogyakarta
YULIANTI SRI HANDAYANI(pembimbing: John Suprihanto, Dr., M.I.M), John Suprihanto, Dr., M.I.M
Penelitian ini bertujuan untuk mengetahui tingkat stres karyawan customer service, parameter stressor yang dirasakan menjadi penyebab stres paling tinggi dan perbedaan serta mekanisme dalam menghadapi stressor di tempat kerja diantara karyawan customer service. Penelitian ini dilakukan di Industri layanan seluler telekomunikasi di Yogyakarta yaitu Indosat, Telkom, Smart dan XL. Sampel dipilih dengan menggunakan metode purposive sampling. Jumlah sampel yang digunakan dalam penelitian ini yaitu 53 responden.
Metode statistik yang digunakan adalah T-test. Hasil penelitian menunjukkan terdapat perbedaan tingkat stres pada karyawan customer service Indosat, Telkom, Smart dan XL di Yogyakarta dimana kategori tingkat stres paling tinggi adalah karyawan customer service Indosat. Terdapat perbedaan parameter stressor yang dirasakan sebagai penyebab stres customer service yaitu rendahnya upah dan desakan waktu. Hasil uji beda mekanisme menghadapi stressor ditempat kerja diantara karyawan pria dan wanita tidak terdapat perbedaan mekanisme menghadapi stres pada customer service Telkom, Smart dan XL sedangkan karyawan pria dan wanita pada customer service Indosat tidak menunjukkan perbedaan mekanisme dalam menghadapi stres.
This study aims to determine the level of employee stress customer service, the parameters of the perceived stressor to cause the highest stress and differences mechanisms in dealing with stressors in the workplace between employee customer service. This research was conducted in seluler telecommunications service industry in Yogyakarta, namely Indosat, Telkom, Smart and XL. Samples were selected using purposive sampling method. The number of samples used in 53 respondent.
The statistical methods used were T-test. Results showed there were differences in the level of stress on customer service employees of Indosat, Telkom, Smart and XL in Yogyakarta, where the highest stress level category are employees of Indosat's customer service. There are differences in the perceived stressor parameters as cause of stress customer service is the low wages and time pressure. Mechanisms to face the different test results workplace stressor among male and female employees have different mechanisms of coping with stress on Telkoms customer service, Smart and XL while male and female employees in customer service Indosat showed no differences in the mechanisms of coping with stress.
Kata Kunci : Stress, Stressor, Gender, Customer Service,
