PENGARUH EMOTIONAL LABOR DAN KOMUNIKASI INTERPERSONAL TERHADAP KINERJA KARYAWAN MELALUI WORK-LIFE BALANCE SEBAGAI VARIABEL INTERVENING PADA PT BANK MANDIRI DI KABUPATEN PAMEKASAN

THE EFFECT OF EMOTIONAL LABOR AND INTERPERSONAL COMMUNICATION ON EMPLOYEE PERFORMANCE THROUGH WORK-LIFE BALANCE AS AN INTERVENING VARIABLE AT PT BANK MANDIRI IN PAMEKASAN REGENCY

Studi ini bertujuan untuk mengkaji bagaimana emotional labor, komunikasi interpersonal, dan work–life balance memengaruhi kinerja karyawan, sekaligus menilai apakah work–life balance berperan sebagai variabel intervening pada karyawan PT Bank Mandiri di Kabupaten Pamekasan. Penelitian menggunakan metode kuantitatif dengan teknik sampel jenuh, melibatkan 54 responden yang terdiri dari Customer Service, Teller, dan Sales. Pengolahan data dilakukan melalui pendekatan Partial Least Square-Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa emotional labor memberikan pengaruh positif dan signifikan terhadap kinerja karyawan, serta berpengaruh positif dan signifikan terhadap work–life balance. Komunikasi interpersonal juga terbukti berpengaruh positif dan signifikan terhadap work–life balance dan kinerja karyawan. Selain itu, work–life balance berpengaruh positif dan signifikan terhadap kinerja karyawan. Namun, hasil uji mediasi mengungkapkan bahwa work–life balance tidak mampu menjadi mediator antara emotional labor dan kinerja karyawan. Sebaliknya, work–life balance berhasil menjadi mediator dalam pengaruh antara komunikasi interpersonal dan kinerja karyawan.

This study aims to examine how emotional labor, interpersonal communication, and work-life balance affect employee performance, while also assessing whether work-life balance acts as an intervening variable for PT Bank Mandiri employees in Pamekasan Regency. The study used a quantitative method with a saturated sample technique, involving 54 respondents consisting of Customer Service, Tellers, and Sales. Data processing was carried out using the Partial Least Square-Structural Equation Modeling (PLS-SEM) approach. The results of the study indicate that emotional labor has a positive and significant influence on employee performance, as well as a positive and significant influence on work-life balance. Interpersonal communication is also proven to have a positive and significant influence on work-life balance and employee performance. In addition, work-life balance has a positive and significant influence on employee performance. However, the results of the mediation test revealed that work-life balance was unable to mediate the relationship between emotional labor and employee performance. Conversely, work-life balance successfully mediates the effect between interpersonal communication and employee performance.