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All Journal International Journal of Social and Education (INJOSEDU)
Bahtiar Usman
Faculty of Economics and Business, Trisakti University

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ANTECEDENTS OF TURNOVER INTENTION AND THE ROLE OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR AS A MEDIATOR IN TRAVEL AGENT EMPLOYEES IN INDONESIA Septi Wahyuningsih; Bahtiar Usman; Dita Oki Berliyanti
INJOSEDU: International Journal of Social and Education Vol. 2 No. 10 (2026): International Journal of Social and Education (INJOSEDU)
Publisher : Adisam Publisher

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Abstract

This study was conducted to analyze the influence of workplace friendship, work stress, and psychological empowerment on turnover intention in travel agent companies in Indonesia, mediated by organizational citizenship behavior. This study used a quantitative approach with 1,020 respondents as the main subject who are the members of the Association of The Indonesian Tours and Travel Agencies (ASITA) and have worked for more than 3 months. Cross-sectional and one-shot data collection is conducted through the distribution of questionnaires in the form of Google Forms. The proposed model includes 10 hypotheses which are tested using Structural Equation Modeling (SEM). The majority of respondents are women aged 25–34 years, with high school education, 1–5 years of work experience, and working in the front office division. The results show that workplace friendship and psychological empowerment have a significant positive effect on organizational citizenship behavior, while work stress had a significant positive effect on turnover intention. Organizational citizenship behavior does not act as a mediating variable. This study proposes the concept of mission power in the job (MPJ) as the meaning of work that can reduce turnover intention. In addition, the effectiveness of workplace friendship is strengthened through teamwork communication (TWC), while time load, mental effort load, and psychological load are the main sources of work stress for travel agent employees
ANALYSIS OF TRADITIONAL AND DIGITAL BANKING SYSTEMS ON CUSTOMER TRUST AND PURCHASING DECISIONS BY USING TECHNOLOGICAL INNOVATION ADOPTION AS MEDIATION Steffani Beatrix Nur’ain Lule; Umi Narimawati; Bahtiar Usman
INJOSEDU: International Journal of Social and Education Vol. 2 No. 10 (2026): International Journal of Social and Education (INJOSEDU)
Publisher : Adisam Publisher

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Abstract

This study aims to analyze the influence of traditional and digital banking systems on customer trust and purchasing decisions with the adoption of technological innovation as a mediating variable. The population of this study is bank customers domiciled in the Greater Jakarta area who have made online transactions or use mobile banking and ATM services at least once. The sampling technique used is non-probability purposive sampling with a total of 200 respondents. Data analysis is quantitative using the Structural Equation Modeling (SEM) method with the assistance of the LISREL 8.80 program. The result shows that bank branch offices, mobile banking, and artificial intelligence (AI) have a positive and significant effect on customer trust.  Meanwhile the presence of ATMs, transfer fees, interest rates, and social media marketing have no direct effect. The adoption of technological innovation has proven to mediate the positive influence of digital factors such as mobile banking, AI, and interest rates on customer trust. Customer trust has a significant effect on purchasing decisions. The originality of this study lies in   positioning of technological innovation adoption as a mediating variable that bridges the relationship between banking system transformation and the building of customer trust. It emphasizes the role of technological innovation adoption as a determining factor in the success of banking digitalization in Indonesia
Co-Authors Dita Oki Berliyanti Septi Wahyuningsih Steffani Beatrix Nur’ain Lule Umi Narimawati