Dinamika Rekrutmen Informal dan Retensi Karyawan pada UMKM Jasa Titip

Maria Natalia Devi Wijaya, Indrayanti, S.Psi., M.Si., Ph.D., Psikolog

2026 | Tesis | S2 Manajemen

Penelitian ini bertujuan untuk memahami dinamika rekrutmen informal dan retensi karyawan pada Usaha Mikro, Kecil, dan Menengah (UMKM) jasa titip, khususnya pada Jasa Titip Elly Sandra. Penelitian menggunakan pendekatan kualitatif dengan desain studi kasus. Data penelitian diperoleh melalui wawancara semi-terstruktur dengan pemilik usaha, karyawan aktif, dan mantan karyawan, serta didukung oleh observasi dan dokumentasi. Analisis data dilakukan melalui proses coding dan thematic analysis untuk mengidentifikasi pola pengalaman kerja informan. Hasil penelitian menunjukkan bahwa praktik rekrutmen karyawan dilakukan secara informal melalui jaringan personal, seperti keluarga, teman, dan rekomendasi karyawan sebelumnya, tanpa proses seleksi formal berbasis kompetensi. Kondisi tersebut menyebabkan informasi mengenai karakteristik dan tuntutan pekerjaan yang diterima calon karyawan pada tahap awal masih terbatas, sehingga sebagian informan mengalami ketidaksesuaian antara ekspektasi awal dengan realitas pekerjaan. Selain itu, dinamika operasional usaha ditandai dengan beban kerja yang fluktuatif, tuntutan multitasking, serta fleksibilitas pembagian tugas yang dapat menimbulkan kelelahan pada sebagian karyawan. Namun, hubungan interpersonal yang positif, dukungan antar rekan kerja, lingkungan kerja yang nyaman, serta kemampuan beradaptasi menjadi faktor yang mendorong karyawan untuk bertahan. Sebaliknya, keputusan mantan karyawan untuk keluar lebih banyak dipengaruhi oleh ketidaksesuaian antara karakteristik pekerjaan dengan preferensi individu, kesulitan beradaptasi terhadap perubahan tugas, dan pengalaman menghadapi tuntutan kerja yang dinamis. Temuan penelitian menunjukkan bahwa retensi karyawan pada UMKM jasa titip tidak hanya dipengaruhi oleh beban kerja, tetapi juga oleh proses pembentukan ekspektasi kerja, kesesuaian individu dengan pekerjaan, dukungan sosial, dan kemampuan adaptasi karyawan terhadap dinamika operasional.

This study aims to understand the dynamics of informal recruitment and employee retention in micro, small, and medium-sized enterprises (MSMEs) operating in the personal shopping and parcel forwarding service sector, particularly at Jasa Titip Elly Sandra. This study employed a qualitative approach with a case study design. Data were collected through semi-structured interviews with the business owner, active employees, and former employees, supported by observation and documentation. Data were analyzed through coding and thematic analysis to identify patterns in the informants' work experiences. The findings show that employee recruitment was conducted informally through personal networks, such as family members, friends, and recommendations from existing employees, without a formal competency-based selection process. This condition resulted in limited information regarding job characteristics and work demands during the initial recruitment stage, causing some informants to experience discrepancies between their initial expectations and the actual work conditions. In addition, the operational dynamics of the business were characterized by fluctuating workloads, multitasking demands, and flexible task allocation, which could lead to fatigue among some employees. However, positive interpersonal relationships, peer support, a comfortable work environment, and employees' ability to adapt were identified as factors encouraging employees to remain in the organization. Conversely, former employees' decisions to leave were primarily influenced by a mismatch between job characteristics and individual preferences, difficulties in adapting to changing tasks, and experiences of dealing with dynamic work demands. The findings indicate that employee retention in personal shopping and parcel forwarding MSMEs is influenced not only by workload but also by the formation of job expectations, person–job fit, social support, and employees' ability to adapt to dynamic operational conditions.

Kata Kunci : Rekrutmen informal, retensi karyawan, turnover, beban kerja, person–job fit, UMKM jasa titip.