The Indonesian Journal of Occupational Safety and Health
ISSN 2301-8046
Vol. 2 / No. 2 / Published : 2013-07
Order : 5, and page :137 - 144
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Original Article :
Hubungan karakteristik individu dan shift kerja dengan stress kerja (studi pada agent contact center pln 123 pt. pln (persero) distribusi jawa timur site surabaya tahun 2013)
Author :
- Muhammad Abdurrahman*1
- Mas Sulaksmono *2
- Mahasiswa Fakultas Kesehatan Masyarakat
- Dosen Fakultas Kesehatan Masyarakat
Abstract :
Work related stress is a condition that arises in the interaction between workers and jobs. Work related stress in contact center agents due to work pressure when dealing the customers continuously. Work related stress is influenced by individual characteristics (age, gender, education level, marriage status, working period and personality type) and work shift. The main purposes were to analyze the associations between individual characteristics and work shift with work related stress. This study was carried out in contact center agents PLN 123 PT. PLN (Persero) Distribusi Jawa Timur Site Surabaya, in 2013. The sample was 54 contact center agents and samples were taken by using stratified random sampling. Data were obtained by using the questionnair. Data collected were analyzed by using statistical tests i.e. Pearson Chi-Square and Spearman Correlation with significant level of 0.05. The results showed that most of the respondens aged 21−24 years (39%), male (56%) with education level under graduate (61%), married (50%), duration of employment < 1 year (56%), and type B personality (54%). The majority of contact center agents were group shift (56%). Stress level experienced by respondens were categorized low (50%). There were no associations between individual characteristics and work shift with work related stress except education level (p = 0.003) and personality type (p = 0.015). To create awareness of negative impact of work related stress, the company is recommended to provide training to all contact center agents on work related stress and each prevention and conduct selection for new contact center agents as well. Keywords: Work related stress, individual characteristics, work shift, contact center.
Keyword :
Work related stress, individual characteristics, work shift, contact center,
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Volume : 2 / No. : 2 / Pub. : 2013-07 |
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