AMBIGUITAS DAN KONFLIK PERAN : DAMPAKNYA TERHADAP PRESTASI KERJA MELALUI KEPUASAN KERJA PADA PEGAWAI BANK NAGARI CABANG SOLOK
Abstract
Penelitian ini dilatarbelakangi oleh fenomena prestasi kerja pegawai Bank Nagari Cabang Solok yang masih berada pada kategori sedang. Kondisi tersebut diduga dipengaruhi oleh faktor ambiguitas peran dan konflik peran yang dapat menurunkan kepuasan kerja serta berdampak pada prestasi kerja. Tujuan penelitian ini adalah untuk menganalisis pengaruh ambiguitas peran dan konflik peran terhadap prestasi kerja dengan kepuasan kerja sebagai variabel mediasi. Metode penelitian menggunakan pendekatan kuantitatif dengan teknik total sampling, melibatkan seluruh 133 pegawai Bank Nagari Cabang Solok sebagai responden. Pengumpulan data dilakukan melalui kuesioner, kemudian dianalisis dengan teknik Structural Equation Modeling (SEM) berbasis Partial Least Squares (PLS). Hasil penelitian menunjukkan bahwa ambiguitas peran tidak berpengaruh signifikan terhadap kepuasan kerja maupun prestasi kerja. Sebaliknya, konflik peran berpengaruh negatif signifikan terhadap kepuasan kerja dan prestasi kerja. Selain itu, kepuasan kerja terbukti berpengaruh positif signifikan terhadap prestasi kerja. Analisis mediasi menemukan bahwa kepuasan kerja tidak memediasi hubungan ambiguitas peran dengan prestasi kerja, namun memediasi secara signifikan hubungan konflik peran terhadap prestasi kerja. Kesimpulan penelitian ini menegaskan bahwa konflik peran merupakan faktor dominan yang menurunkan kepuasan dan prestasi kerja, baik secara langsung maupun tidak langsung, sedangkan ambiguitas peran tidak memberikan kontribusi berarti terhadap pencapaian kinerja pegawai.
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Ali, Bayad Jamal, and Govand Anwar. 2021. “Work Engagement: How Does Employee Work Engagement Influence Employee Satisfaction?” International Journal of Advanced Engineering, Management and Science 7 (6): 10–21. https://doi.org/ 10.22161/ijaems.76.2.
Ariani, Dorothea W., and Nur Feriyanto. 2024. “How Leader-Member Exchange Affects Work Outcomes in Small-and-Medium Enterprises?” SA Journal of Human Resource Management 22:1–12. https://doi.org/10.4102/sajhrm.v22i0.2397.
Arikunto, Suharsimi. 2019. Prosedur Penelitian Suatu Pendekatan Praktik. Rineka Cipta. Jakarta.
Bagozzi, Richard P., and Youjae Yi. 1988. “On the Evaluation of Structural Equation Models.” Academy of Marketing Ascience 16 (1): 74.
Borman, W. C., and S. J. Motowidlo. 1993. Expanding the Criterion Domain to Include Elements of Contextual Performance. Personnel Selection in Organizations.
Campbell, John P., and Brenton M. Wiernik. 2015. The Modeling and Assessment of Work Performance. Annual Review of Organizational Psychology and Organizational Behavior. Vol. 2. https://doi.org/10.1146/annurev-orgpsych-032414-111427.
Ferdinand, Augusty. 2014. “Metode Penelitian Manajemen: Pedoman Penelitian Untuk Penulisan Skripsi, Tesis, Dan Disertasi Ilmu Manajemen (Edisi Ke-5).” Badan Penerbit Universitas Diponegoro.
Hair, J. F., G. T. Hult M., & Ringle, C. M., and M. Sarstedt. 2017. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Sage. Second. Los Angeles.
Herzberg, F. 1966. Work and the Nature of Man. World Publishing Company.
Ivancevich, J. M., R. Konopaske, and M. T. Matteson. 2020. Organizational Behavior and Management (11th Ed.). McGraw-Hill Education.
Judge, Timoti A., Joyce E. Bono, Carl J. Thoresen, and Gregory K. Patton. 2001. “The Job Satisfaction-Job Performance Relationship A Qualitative and Quantitative Review.” Psychological Bulletin 127 (3): 376–407. https://doi.org/10.1037/0033-2909.127.3. 376.
Kahn, R. L., D. M. Wolfe, R. P. Quinn, J. D. Snoek, and R. A. Rosenthal. 1964. “Organizational Stress: Studies in Role Conflict and Ambiguity.” Wiley.
Kristinsson, Kari, Sigurdur Gudjonsson, and Bryndis Kristjansdottir. 2023. “Tough Times Require Tough People: The Benefits of Grit for Reducing Employee Burnout.” International Journal of Environmental Research and Public Health 20 (11). https://doi.org/10.3390/ijerph 20116024.
Locke, E. A. 1976. “The Nature and Causes of Job Satisfaction. In M. D. Dunnette (Ed.), Handbook of Industrial and Organizational Psychology.” Rand McNally.
Ludyani, Andi Tendry Dwi, Rina Anindita, and Intan Silviana Mustikawati. 2023. “The Impact of Role Conflict on the Decrease in Perceived Productivity to the General Practitioner of Type A Hospital in Jakarta.” Devotion : Journal of Research and Community Service 4 (10): 1992–2000. https://doi.org/10.59188/devotion.v4i10.575.
Lukersmith, Sue, Julia Taylor, and Luis Salvador-Carulla. 2021. “Vagueness and Ambiguity in Communication of Case Management: A Content Analysis in the Australian National Disability Insurance Scheme.” International Journal of Integrated Care 21 (1): 1–13. https://doi.org/10.5334/ijic.5590.
Mas’ud, Fuad. 2004. Survai Diagnosis Organisasional (Konsep Dan Aplikasi). Badan Penerbit Universitas Diponegoro. Semarang.
Mittal, Monika, and S. S. Bhakar. 2018. “Examining the Impact of Role Overload on Job Stress, Job Satisfaction and Job Performance-A Study among Married Working Women in Banking Sector.” International Journal of Management Studies V (2(7)): 01. https://doi.org/10. 18843/ijms/v5i2(7)/01.
Morikawa, Merit, Frank Martela, and Jari J. Hakanen. 2024. “Are Employee Self-Management and Organizational Self-Management Related to Work Engagement or Burnout? Evidence from Two Studies.” BRQ Business Research Quarterly. https://doi.org/10.1177/ 23409444241307734.
Pecino, Vicente, Miguel A. Mañas, Pedro A. Díaz-Fúnez, José M. Aguilar-Parra, David Padilla-Góngora, and Remedios López-Liria. 2019. “Organisational Climate, Role Stress, and Public Employees’ Job Satisfaction.” International Journal of Environmental Research and Public Health 16 (10). https://doi.org/10.3390 /ijerph16101792.
Pio, Riane Johnly. 2021. “The Mediation Effect of Quality of Worklife and Job Satisfaction in the Relationship between Spiritual Leadership to Employee Performance.” International Journal of Law and Management 61 (1). https://doi.org/https://doi.org/ 10.1108/IJLMA-07-2018-0138.
Rizzo, John R, Robert J House, and Sidney I Lirtzman. 1970. “Role Conflict and Ambiguity in Complex Organizations.” Administrative Science Quarterly 15 (2): 150–63. http://www.jstor. org/stable/2391486 .
Robbins, Stephen P, and Timothy A Judge. 2022. Essentials of Organizational Behavior, Global Edition. Pearson.
Rotundo, Maria, and Paul R. Sackett. 2002. “The Relative Importance of Task, Citizenship, and Counterproductive Performance to Global Ratings of Job Performance: A Policy-Capturing Approach.” The Journal of Applied Psychology 87 (1): 66–80. https://doi.org/10.1037/0021-9010.87.1.66.
Santoso, Kwik Singgih, and Anoesyirwan Moeins. 2021. “The Influence of Multiple Role Conflicts and Work Stress on Job Satisfaction and Its Implications for Employee Performance in BPS Environment of West Java Province.” Journal of Accounting and Finance Management 2 (3): 152–59. https://doi.org/10.38035/jafm.v2i3.132.
Sugiyono. 2020. Metode Penelitian Kuantitatif, Kualitatif Dan R&D. Alfabeta. Bandung.
Unguren, Engin, and Serdar Arslan. 2021. “The Effect of Role Ambiguity and Role Conflict on Job Performance in the Hotel Industry: The Mediating Effect of Job Satisfaction.” Tourism and Management Studies 17 (1): 45–58. https://doi.org/10.18089/ TMS.2021.170104.
Zhao, Xinshu, John G. Lynch, and Qimei Chen. 2010. “Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis.” Journal of Consumer Research 37 (2): 197–206. https://doi.org/10.1086/651257.
Zulkarnaen, W., Fitriani, I., & Widia, R. (2018). The Influence Of Work Motivation To Work Achievement Of Employees In PT. Alva Karya Perkasa Bandung. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 2(1), 42-62. https://doi.org/10.31955/mea.v2i1.28.
Published
2026-03-18
How to Cite
Oktavia, R., Yuliviona, R., & Muslim, I. (2026). AMBIGUITAS DAN KONFLIK PERAN : DAMPAKNYA TERHADAP PRESTASI KERJA MELALUI KEPUASAN KERJA PADA PEGAWAI BANK NAGARI CABANG SOLOK. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 10(1), 1872-1887. https://doi.org/10.31955/mea.v10i1.7263
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