Menguji Peran Emotional Exhaustion sebagai Mediator dalam Hubungan Psychological Capital dan Turnover Intention pada Karyawan Tenaga Penjualan

Abstract

Turnover intention is a major organizational concern because it can increase recruitment and training costs while reducing workforce stability and organizational effectiveness. This study aimed to examine the effect of Psychological Capital on Turnover Intention with Emotional Exhaustion as a mediating variable among sales employees. A quantitative approach with a causal research design was employed. The study involved 93 respondents selected using a saturated sampling technique. Data were collected through questionnaires and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The findings revealed that Psychological Capital had a negative and significant effect on both Turnover Intention and Emotional Exhaustion. Furthermore, Emotional Exhaustion had a positive and significant effect on Turnover Intention. The mediation analysis also demonstrated that Emotional Exhaustion significantly mediated the relationship between Psychological Capital and Turnover Intention. These findings indicate that strengthening employees' Psychological Capital can reduce emotional exhaustion and, consequently, lower their intention to leave the organization. The results provide practical implications for organizations in developing human resource strategies aimed at improving employees' psychological well-being and retaining valuable employees.