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Journal : JUDICIOUS: Journal of Management

Pengaruh Abusive Customer Behaviour terhadap Turnover Intention Karyawan Retail di Jabodetabek Karisma Amirahfatin; Tantri Yanuar Rahmat Syah
JUDICIOUS Vol 4 No 1 (2023): Judicious
Publisher : Neolectura

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37010/jdc.v4i1.1252

Abstract

This study aims to investigate the relationship between abusive customer behavior, job satisfaction, psychological well-being, and turnover intention among retail employees in several malls in the Greater Jakarta area, Indonesia. Data collection was carried out online using a Likert scale. The population in this study were frontline employees (Sales/SPG, Cashier, and Customer Service) who worked at retail stores in the Greater Jakarta area, with a total of 126 respondents. The research method used is quantitative research with Lisrel SEM analysis. The results of the study show that abusive customer behavior has a negative effect on employee job satisfaction. Furthermore, job satisfaction has a negative effect on turnover intention. However, abusive customer behavior does not have a positive effect on turnover intention. In addition, it was found that job satisfaction has a positive effect on psychological well-being. However, psychological wellbeing does not have a negative effect on turnover intention. In the context of the retail industry, this study emphasizes the importance of increasing employee job satisfaction to reduce turnover intention. This research contributes to the understanding of abusive customer behavior, job satisfaction, psychological well-being, and turnover intention in the context of the retail industry in Indonesia. The practical implication of this research is the importance of retail companies to pay attention to the protection and support of employees in dealing with bad customer behavior. Future research can broaden the scope of variables and a wider sample to deepen understanding of the factors that influence turnover intention in the retail sector in Indonesia.
Co-Authors Abadi, Ferryal Abdul Karim Ambari Abu Naim Adam Ahmad Alwansyah Adi Asriadi Sutisna Aditianata Aditianata Afia Jono Agung Hartanto Agus Diyanto Agus Munandar Agus Munandar Agusdini Banun Saptaningsih Agusdini Banun Saptaningsih Ahmad Nuh Aji Erlangga Aldhita Anggreliany Putri Alice Cynthia Dewi Alie Sutjiadi Aloysia Pranata Amalia Iskandriani Andayani Andayani Andre Depeda Prantino Angela Anjelier Anisa Noviyanti Antonius TS Prabowo Apiet Ginanjar Aqmarina Hidayah Ardian Pramana Wicaksana Arief Budiman Arini Egi Tiarawati Asep Jailani Nuriapraja Asya Zahratur Rahma Awaliya Febby Ariyanti Baiq Yuliana Andriani Putri Baiq yuliana Andriani Putri Barlian Susanti Budhi Fahlevi C.S.P. Wekadigunawan Caecilia Kwarti Krist Marsiwi Cahyo Kusumo Wijoyo Calvien Pradiptha Giovannie Candra Saputra Casmun Casmun Chartini Chartini Christian Elizar CSP Wekadigunawan Dadan Ramdhani Dadan Ramdhani Dadan Ramdhani Dadan Ramdhani Dadan Ramdhani Dadan Ramdhani Dadan Ramdhani Dadan Ramdhani Daniel Hero Fersil Punuindoong Daniel Mashudi Dany Prastio Darmansah Darmansah Darmansah Darmansah Daryanti Daryanti Debby Andriany Desvi Anggrianda Devi Widiawati Dewi ANGGRAENI Diahwati Kustianingsih Dian Alfia Purwandari Dian Alfia Purwandari Dian Primavera Widodo Diana Aulia Nuroktavia Diana Fajar Wati Diana Fajarwati Diana Fajarwati Diana Fajarwati Diana Fajarwati Diana Fajarwati Diana Fajarwati Dimas Angga Negoro Dimas Angga Negoro Dimas Angga Negoro Dimas Angga Negoro Dimas Angga Negoro Dimas Angga Negoro Dimas Imam Perdana Putra Diyah Asida Dudi Permana Dwi Joko Siswanto Dwi Joko Siswanto Edi Hamdi Edi Hamdi Edi Hamdi Edi Hamdi Edi Hamdi Edi Hamdi Hamdi Edi Suwito Ega Bonar Bastari Eko Tama Putra Saratian Eli Susiani Br Ginting Elprida Sidabutar Erlyn Shukma Dewi Eufrosina Nona Ranti Evan Stiawan Evi Santi Evi Susanti Evi Susanti Fadilah Nur Azizah Fadilah Nur Azizah Fakhrudin Fakhrudin Fara Hajar Puspita Putri Faschruella Maudhiky Fathul Amal Syamsul Arifin Febry Nur Fauzi Felicia Indriana Ferry Pantjoro Prihambodo Fifi Fifi Fifiana Teresia Lilianira Fina Mirri Barlian Isa Franky Franky Frisky Valentina Hutagalung Frizky Ramadhan Gunawan Gunawan Hadriyanto Hadriyanto Hanafi, Kemal Muhammad Hanifatul Riskiya Hanut Priyanto Harefan Arief Hari Sapto Yudiarso Hariani, Swarmilah Helmy Nur Efendi Yusuf Hendra Lesmana Hendro Hendro Heppy Meilysthia Putri Herriyanto Kurniawan Heskiano Heskiano Husein Umar Husni Imron Iis Kurniasari Ikraman Ikraman Ikramina Larasati Hazrati Hafidz Ikramina Larasati Hazrati Hafidz Ikramina Larasati Hazrati Hafidz Ikramina Larasati Hazrati Havidz Ikramina Larasati Hazrati Havidz Indah Maulina Dewi Irawati Irawati Irfan Irfan Irfan Noviandy Aulia Itta Sari Jauharun Niam Jayanti Mayasari Simamora Jennifer Kristiani Adam Jesslyn Valentina Jonathan Jodi Widardi Johanes Tantra Wijaya Joni Agam Jusuf Sitorus Karisma Amirahfatin Kartika Sari Karyono Karyono Kenny Muliawan Ketut Sunaryadi Ketut Sunaryanto Ketut Sunaryanto Ketut Sunaryanto Ketut Sunaryanto Ketut Sunaryanto Kiki Kiki Kishen Kishen Krishanty Eka Putri Kristian Danuadji Lelly Cholilah Hasyim Liany Halim Lidwina Friska Adriana Pijoh Lie Phing Lili Nurlitasari Loke Fristanto Lulik Sri Adarini M. Reza Hilmy M. Reza Hilmy Made Ngurah Aditya Paramartha Maria Agnes Vetter Marudut Sitanggang Maswani Maswani, Maswani Mauritius Kurniawan Mediana Surya Melani Widyawati Sidharta Meydi Nindia Larasati Mochamad Soelton Mohamad Reza Hilmy Mohamad Reza Hilmy Mohammad Munir Muhamad Yusuf Firdaus Muhammad Dhafi Iskandar Muhammad Dhafi Iskandar Muhammad Dhafi Iskandar Muhammad Rully Firmansyah Munandar, Agus Najihatun Najihatun Nerissa Arviana Ni Kadek Ayu Kusherawati Ni Putu Diah Wahyuni Niko Garuda Adiyono Noviati Noviati Novita Sari Enny Astuti Nuraini Setiawati Suwarni Nurhayati Achmad Ratina Octaviani Poerwosasmita Prasetyo, Wisnu Budi Prihartanto Dwi Saputra Priyo Hadi Susananto Pusaka, Semerdanta R Rojuaniah R Rojuaniah Rachmawati Putri Utami Rafida Rafsanjani Ratih Pratiwi Ratna Indrawati Ratna Indrawati Ratna Indrawati Ratna Indrawati Lestariani Ratna Indrawati Lestariani Ratna Indrawati Lestariani Ratna Indrawati Lestariani Ratna Indrawati Lestariani Ratna Syaka Aprilda Rendy Arifin Reni Afriani Revin Prasetia Rhian Indradewa Rhian Indradewa Rhian Indradewa Rhian Indradewa Rhian Indradewa Rhian Indradewa Rhian Indradewa Rhian Indradewa Rhian indradewa Rhian Indradewa Rhian Indradewa Ria Oktaviani Ribut Prasetyo Riedho Agustian Rifsha Egiannelyandra Rina Anandita Rina Anindita Rio Ramadhan Risa Bela Riskung Karim Marsuki Rival Cahya Setiawan Rizaldy Baskara Rizky Artadi Roisyam Azmal Rojuaniah Rojuaniah Rojuaniah Rojuaniah Rojuaniah Rojuaniah Rokiah Kusumapradja Rokiah Kusumapradja Rokiah Kusumapradja Rokiah Kusumapradja Rona Novia Rosita Rosita Rufyan E. Sofyan Ryan Perdana Putra Safara Putri Maharani Samerdanta Pusaka Samerdanta Pusaka Samerdanta Pusaka Samerdanta Pusaka Sella Rosella Semerdanta Pusaka Semerdanta Pusaka Semerdanta Pusaka Semerdanta Pusaka Semerdanta Pusaka Septi Indartinah Serkandi Serkandi Setiana Arifwandi Shinta Shinta Sigit Wisnu Dermawan Silvi Triana Simon Petrus Hendrik Hutapea Simon Petrus Hendrik Hutapea Sri Rahayu Ningsih Suharyati Shafiyyah Sutrisno Sutrisno Suwarto Suwarto Syafriadi Cut Ali Syara Syara Sylvia Christin Syuman Takdir Taryana Taryana Tati Nugrahati Teguh Maulana Teguh Wijaya Tigor Maruhum Hutapea Tri Nurfitriati Vicky Ayu Efrilia Wahyu Agung Saputro Wahyudi, Ickhsanto Wahyuni Dian Purwati Wijoyo, Cahyo Kusumo Wiwin Gusnia Wulan Mawarti Yani Kurniawan, Yani Yani Soleha Yanto Ramli Yanto Ramli Yedi Suryadiningrat Yeni Kamalia Yonatan Setiadi Yora Harzaviona Yudi Eriyanto Yudwi Erisha Z Zulhamiadi Zaini Abdilah