PERAN EFIKASI DIRI DALAM MEMODERASI PENGARUH KETIDAKSOPANAN OLEH PELANGGAN TERHADAP KELELAHAN EMOSI
Main Article Content
Farhana Lailati Rahmah
Dewi Syarifah
Penelitian ini bertujuan untuk menguji pengaruh ketidaksopanan oleh pelanggan terhadap kelelahan emosi, serta menguji efikasi diri sebagai variabel moderator pada pengaruh ketidaksopanan oleh pelanggan terhadap kelelahan emosi pada karyawan hotel. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei yang terdiri dari 95 partisipan yang berprofesi sebagai karyawan hotel. Teknik analisis yang digunakan adalah regresi linear sederhana dan Moderated Regression Analysis (MRA) menggunakan SPSS versi 25 for Windows. Hasil penelitian menunjukkan bahwa ketidaksopanan oleh pelanggan berpengaruh positif secara signifikan terhadap kelelahan emosi (p=0,000) dan efikasi diri tidak memoderasi pengaruh ketidaksopanan oleh pelanggan terhadap kelelahan emosi pada karyawan hotel (p=0,139).
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