Determinan Turnover Intention melalui Negative Encounter Attitude pada Hotel Bintang 3 di Kota Medan

Abstract

This study focuses on the analysis of various factors that influence the negative attitudes of employees (Negative Encounter Attitude) and the intention to leave work (Turnover Intention) of 3-star hotel employees in Medan City. The purpose of this study is to form a structural equation modeling model. The design of this study refers to quantitative research based on explanatory research. Data were obtained from distributing questionnaires to 217 respondents who were processed. The results of the study prove that Difficult Co-Worker has no significant effect on Negative Encounter Attitude of hotel employees in Medan. Individual Characteristic has a significant positive effect on Negative Encounter Attitude of hotel employees in Medan. Difficult Co-Worker has a significant positive effect on Turnover Intention of hotel employees in Medan. Individual Characteristic has a significant positive effect on Turnover Intention of hotel employees in Medan. Negative Encounter Attitude has a significant positive effect on Turnover Intention of hotel employees in Medan. Negative Encounter Attitude cannot mediate the relationship between Difficult Co-Worker and Turnover Intention of hotel employees in Medan. Individual Characteristic can mediate the relationship between Difficult Co-Worker and Turnover Intention of hotel employees in Medan. Employee Engagement does not moderate the relationship between Negative Encounter Attitude and Turnover Intention of hotel employees in Medan. The novelty of this study fills the gap in previous research by examining how the combination of these variables interact and influence each other with the presence of moderating variables. The implications of this research result explain that to reduce turnover intention, companies must focus on increasing employee engagement. Engaged employees tend to be more resilient to interpersonal challenges, such as facing difficult co-workers. Programs such as interpersonal skills training, leadership development, and recognition of employee contributions can help increase engagement. In addition, difficult co-workers can be an important factor in increasing turnover intention. Therefore, companies need to implement conflict management training that involves effective communication techniques and constructive conflict resolution.