Hubungan Resiliensi dengan Stres Kerja pada Pekerja Frontliner Perbankan di Bekasi

Abstract

Bank frontline employees are exposed to various job demands, including time pressure, service targets, direct customer interaction, and responsibility for maintaining service quality. These demands may increase job stress when employees lack adequate adaptive resources. Resilience has been identified as one of the psychological factors associated with lower levels of job stress. This study aimed to examine the relationship between resilience and job stress among bank frontline employees in Bekasi, Indonesia. A quantitative correlational design was employed involving 96 frontline employees, including customer service officers and tellers, selected through convenience sampling. Resilience was measured using the 10-item Connor-Davidson Resilience Scale (CD-RISC-10), while job stress was assessed using the Job Stress Scale (JSS). Data were analyzed using Spearman's rho correlation because the assumptions of normality and linearity were not satisfied. The findings revealed a significant negative relationship between resilience and job stress (r = -0.261, p = 0.005). Employees with higher levels of resilience tended to report lower levels of job stress. Although the correlation strength was relatively weak, the findings indicate that resilience is one of the psychological resources associated with job stress among bank frontline employees. These results provide empirical evidence supporting the importance of strengthening employee resilience as part of organizational efforts to maintain psychological well-being and service performance.