Turnover in Financial Service Startups in Indonesia: The Mediating Effects of Civility, Job Satisfaction, and Affective Commitment
Keywords:
Civility, Job Satisfaction, Affective Commitment, Turnover Intention
Abstract
Startup companies enter the market with innovative products or services, operating in dynamic environments with limited resources. Dynamic business environments require organizations to pay attention to human resources, as employees are valuable assets. Startups experience high turnover rates, which disrupt business processes. This study aims to understand the factors and the importance of turnover in the top 10 financial service startups in Indonesia, with a sample of permanent staff with at least 1 year experience. Data collection was obtained through online questionnaires. Structural Equation Model (SEM) was used to test the research model with a sample size of 138 respondents. The results indicate that managerial support for employees and employees' perception of fairness towards the organization impact civility, known to increase employee job satisfaction, which in turn mediates civility with turnover intention, ultimately increasing affective commitment to reduce turnover intention. The study is limited to focusing on the top 10 financial service startups in Indonesia and does not explore the roles of age, gender, and job type differences, thus the results do not encompass the entire startup environment and its employees' personal factors. Future studies are expected to explore these aspects to provide deeper insights in subsequent research.
Downloads
Download data is not yet available.
References
Abbas, W., & Wu, W. (2019). Employee innovativeness, fairness and organizational support: An empirical assessment. Human Systems Management, 38(2). https://doi.org/10.3233/HSM-180385
Abid, G., Ahmed, S., Elahi, N. S., & Ilyas, S. (2020). Antecedents and mechanism of employee well-being for social sustainability: A sequential mediation. Sustainable Production and Consumption, 24. https://doi.org/10.1016/j.spc.2020.06.011
Abid, G., Sajjad, I., Elahi, N. S., Farooqi, S., & Nisar, A. (2018). The influence of prosocial motivation and civility on work engagement:The mediating role of thriving at work. Cogent Business and Management, 5(1). https://doi.org/10.1080/23311975.2018.1493712
Alias, M., Ojo, A. O., & Ameruddin, N. F. L. (2022). Workplace incivility: the impact on the Malaysian public service department. European Journal of Training and Development, 46(3–4). https://doi.org/10.1108/EJTD-02-2020-0031
Alias, M., Rasdi, R. M., Ismail, M., & Samah, B. A. (2013). Predictors of workplace deviant behaviour: HRD agenda for Malaysian support personnel. In European Journal of Training and Development (Vol. 37, Issue 2). https://doi.org/10.1108/03090591311301671
Allen, & Meyer. (1997). Measuring Organizational Commitment. Sage Publications. https://doi.org/10.1142/9789813232167_0003
Allen, N. J., & Meyer, J. P. (1990). The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational Psychology, 63(1). https://doi.org/10.1111/j.2044-8325.1990.tb00506.x
Ambrose, M. L., & Schminke, M. (2009). The Role of Overall Justice Judgments in Organizational Justice Research: A Test of Mediation. Journal of Applied Psychology, 94(2). https://doi.org/10.1037/a0013203
Anderson, S. E., Coffey, B. S., & Byerly, R. T. (2002). Formal organizational initiatives and informal workplace practices: Links to work-family conflict and job-related outcomes. Journal of Management, 28(6). https://doi.org/10.1016/S0149-2063(02)00190-3
Andersson, L. M., & Pearson, C. M. (1999). Tit for tat? the spiraling effect of incivility in the workplace. Academy of Management Review, 24(3). https://doi.org/10.5465/AMR.1999.2202131
Arshad, M., Abid, G., Contreras, F., Elahi, N. S., & Athar, M. A. (2021). Impact of prosocial motivation on organizational citizenship behavior and organizational commitment: The mediating role of managerial support. European Journal of Investigation in Health, Psychology and Education, 11(2). https://doi.org/10.3390/ejihpe11020032
Castro, M. L., & Martins, N. (2010). The relationship between organisational climate and employee satisfaction in a South African information and technology organisation. SA Journal of Industrial Psychology, 36(1). https://doi.org/10.4102/sajip.v36i1.800
Chang, V., Mou, Y., Xu, Q. A., & Xu, Y. (2023). Job satisfaction and turnover decision of employees in the Internet sector in the US. Enterprise Information Systems, 17(8). https://doi.org/10.1080/17517575.2022.2130013
Chen, H. T., & Wang, C. H. (2019). Incivility, satisfaction and turnover intention of tourist hotel chefs: Moderating effects of emotional intelligence. International Journal of Contemporary Hospitality Management, 31(5). https://doi.org/10.1108/IJCHM-02-2018-0164
Choi, J. (2008). Event Justice Perceptions and Employees’ Reactions: Perceptions of Social Entity Justice as a Moderator. Journal of Applied Psychology, 93(3). https://doi.org/10.1037/0021-9010.93.3.513
Christopher Westland, J. (2010). Lower bounds on sample size in structural equation modeling. Electronic Commerce Research and Applications, 9(6). https://doi.org/10.1016/j.elerap.2010.07.003
Cohen, J. (1988). Statistical Power Analysis for the Behavioural Science (2nd Edition). In Statistical Power Anaylsis for the Behavioral Sciences (Vol. 3, Issue 2).
Cortina, L. M., Magley, V. J., Williams, J. H., & Langhout, R. D. (2001). Incivility in the workplace: incidence and impact. Journal of Occupational Health Psychology, 6(1). https://doi.org/10.1037/1076-8998.6.1.64
Cropanzano, R. S., Ambrose, M. L., Colquitt, J. A., & Rodell, J. B. (2015). Measuring Justice and Fairness. In The Oxford Handbook of Justice in the Workplace. https://doi.org/10.1093/oxfordhb/9780199981410.013.8
Dai, Y. De, Hou, Y. H., Chen, K. Y., & Zhuang, W. L. (2018). To help or not to help: antecedents of hotel employees’ organizational citizenship behavior. International Journal of Contemporary Hospitality Management, 30(3). https://doi.org/10.1108/IJCHM-03-2016-0160
Demlie, W., & Endris, H. (2021a). The Effect of Work-Related Attitudes on Turnover Intention in Public Higher Education Institution: The Case of Arba Minch University, Ethiopia. Advanced Journal of Social Science, 8(1). https://doi.org/10.21467/ajss.8.1.231-245
Demlie, W., & Endris, H. (2021b). The Effect of Work-Related Attitudes on Turnover Intention in Public Higher Education Institution: The Case of Arba Minch University, Ethiopia. Advanced Journal of Social Science, 8(1). https://doi.org/10.21467/ajss.8.1.231-245
Eisenberger, R., Stinglhamber, F., Vandenberghe, C., Sucharski, I. L., & Rhoades, L. (2002). Perceived supervisor support: Contributions to perceived organizational support and employee retention. Journal of Applied Psychology, 87(3). https://doi.org/10.1037/0021-9010.87.3.565
Elahi, N. S., Abid, G., Arya, B., & Farooqi, S. (2020). Workplace behavioral antecedents of job performance: mediating role of thriving. Service Industries Journal, 40(11–12). https://doi.org/10.1080/02642069.2019.1638369
Emiroğlu, B. D., Akova, O., & Tanrıverdi, H. (2015). The Relationship Between Turnover Intention and Demographic Factors in Hotel Businesses: A Study at Five Star Hotels in Istanbul. Procedia - Social and Behavioral Sciences, 207. https://doi.org/10.1016/j.sbspro.2015.10.108
Febrian, A., Widianita, R., & Putri, Z. S. (2023). The Influence of Job Satisfaction, Distributive Justice and Affective Commitment to Organizational Citizenship Behavior (PKO) in Islamic Bank Employees in Indonesia. AL-FALAH : Journal of Islamic Economics, 8(1). https://doi.org/10.29240/alfalah.v8i1.6840
Folger, R., & Cropanzano, R. (2012). Organizational Justice and Human Resource Management. In Organizational Justice and Human Resource Management. https://doi.org/10.4135/9781452225777
Gazi, M. A. I., Islam, M. A., Sobhani, F. A., & Dhar, B. K. (2022). Does Job Satisfaction Differ at Different Levels of Employees? Measurement of Job Satisfaction among the Levels of Sugar Industrial Employees. Sustainability (Switzerland), 14(6). https://doi.org/10.3390/su14063564
Gessesse, K. T., & Premanandam, P. (2023). The mediating role of affective commitment on the relationship between job satisfaction and turnover intention using structural equation modeling: Empirical evidence from higher education institutions in Addis Ababa, Ethiopia. Cogent Social Sciences, 9(1). https://doi.org/10.1080/23311886.2023.2202959
Gill, M. J., & Sypher, B. D. (2009). Workplace incivility and organizational trust. In Destructive Organizational Communication: Processes, Consequences, and Constructive Ways of Organizing. https://doi.org/10.4324/9780203928554
Gurel, B., & Sari, I. U. (2015). Strategic Planning for Sustainability in a Start-Up Company: A Case Study on Human Resources Consulting Firm. European Journal of Sustainable Development, 4(2). https://doi.org/10.14207/ejsd.2015.v4n2p313
Hafidz, P. G. (2020). Analisis Motivasi Kerja, Kepemimpinan Transformasional Dan Budaya Organisasi Terhadap Kinerja Karyawan Dimediasi Kepuasan Kerja Pada Angkatan Kerja Generasi Z. Jurnal Ekonomi, 11(2). https://doi.org/10.47007/jeko.v11i2.3503
Hair Jr., J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: updated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2). https://doi.org/10.1504/ijmda.2017.10008574
Hernandez, W., Luthanen, A., Ramsel, D., & Osatuke, K. (2015). The mediating relationship of self-awareness on supervisor burnout and workgroup Civility & Psychological Safety: A multilevel path analysis. Burnout Research, 2(1). https://doi.org/10.1016/j.burn.2015.02.002
Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1). https://doi.org/10.1080/10705519909540118
Hui, C., Wong, A., & Tjosvold, D. (2007). Turnover intention and performance in China: The role of positive affectivity, Chinese values, perceived organizational support and constructive controversy. Journal of Occupational and Organizational Psychology, 80(4). https://doi.org/10.1348/096317906X171037
Hur, W. M., Kim, B. S., & Park, S. J. (2015). The relationship between coworker incivility, emotional exhaustion, and organizational outcomes: The mediating role of emotional exhaustion. Human Factors and Ergonomics In Manufacturing, 25(6). https://doi.org/10.1002/hfm.20587
IDC financial highlights. (2023, July 16). 10 Examples of Popular Fintech Companies in Indonesia. AlphaJWC. https://www.alphajwc.com/en/fintech-indonesia/
Indra, I. P., Sudiro, A., & Rofiq, A. (2023). Organizational and Supervisor Support on Turnover Intention Mediated by Affective Commitment. Interdisciplinary Social Studies, 2(4). https://doi.org/10.55324/iss.v2i4.381
Jannat, T., Omar, N. A., & Nazri, M. A. (2020). Analysing the mediating effects of job satisfaction and dissatisfaction on employee voluntary turnover intention. Jurnal Pengurusan, 59. https://doi.org/10.17576/pengurusan-2020-59-06
Kamel, M. M. (2013). The mediating role of affective commitment in the relationship between quality of work life and intention to leave. Life Science Journal, 10(4). https://doi.org/10.7537/marslsj100413.138
Kartika, G., & Purba, D. E. (2018). Job satisfaction and turnover intention: The mediating effect of affective commitment. Psychological Research on Urban Society, 1(2). https://doi.org/10.7454/proust.v1i2.34
Kashyap, V., & Rangnekar, S. (2016). Servant leadership, employer brand perception, trust in leaders and turnover intentions: a sequential mediation model. Review of Managerial Science, 10(3). https://doi.org/10.1007/s11846-014-0152-6
Khan, A. H., & Aleem, M. (2014). Impact of job satisfaction on employee turnover: An empirical study of autonomous medical institutions of Pakistan. Journal of International Studies, 7(1). https://doi.org/10.14254/2071-8330.2014/7-1/11
Khan, M. S., Elahi, N. S., & Abid, G. (2021). Workplace incivility and job satisfaction: Mediation of subjective well-being and moderation of forgiveness climate in health care sector. European Journal of Investigation in Health, Psychology and Education, 11(4). https://doi.org/10.3390/ejihpe11040082
Khan, S. (2022). Predictors of Organizational Commitment: An Empirical Evidence from FMCG Sector in Oman. Open Journal of Social Sciences, 10(06). https://doi.org/10.4236/jss.2022.106007
Kim, J., Chae, D., & Yoo, J. Y. (2021). Reasons Behind Generation Z Nursing Students’ Intentions to Leave their Profession: A Cross-Sectional Study. Inquiry (United States), 58. https://doi.org/10.1177/0046958021999928
Kmieciak, R. (2022). Co-worker support, voluntary turnover intention and knowledge withholding among IT specialists: the mediating role of affective organizational commitment. Baltic Journal of Management, 17(3). https://doi.org/10.1108/BJM-03-2021-0085
Laschinger, H. K. S., & Finegan, J. (2005). Empowering nurses for work engagement and health in hospital settings. Journal of Nursing Administration, 35(10). https://doi.org/10.1097/00005110-200510000-00005
Lima, W., & Allida, D. (2021). The Relationship between Job Satisfaction and Organizational Commitment among Employees of a Selected Tertiary Educational Institution in Northwest Haiti. East African Journal of Education and Social Sciences, 2(Issue 1 (January to March 2021)). https://doi.org/10.46606/eajess2021v02i01.0063
Lubis, H. S., & Syah, T. Y. R. (2019). The Effect of Job Satisfaction and Work Motivation on Turnover Intention through Organizational Commitment in PT. Bank BPD Banten, TBK Operational Center Office of Serang. IARJSET , 6(5), 1–8. https://doi.org/10.17148/iarjset.2019.6501
Mat Rifin, H., & Danaee, M. (2022). Association between Burnout, Job Dissatisfaction and Intention to Leave among Medical Researchers in a Research Organisation in Malaysia during the COVID-19 Pandemic. International Journal of Environmental Research and Public Health, 19(16). https://doi.org/10.3390/ijerph191610017
Meria, L. (2019). Mengukur Dampak Job Insecurity Terhadap Turnover Intention Melalui Kepuasan Kerja. Jurnal Ekonomi. https://doi.org/10.47007/jeko.v10i2.2854
Meyer, J. P., Allen, N. J., & Smith, C. A. (1993). Commitment to Organizations and Occupations: Extension and Test of a Three-Component Conceptualization. Journal of Applied Psychology, 78(4). https://doi.org/10.1037/0021-9010.78.4.538
Miller, H. E., Katerberg, R., & Hulin, C. L. (1979). Evaluation of the Mobley, Horner, and Hollingsworth model of employee turnover. Journal of Applied Psychology, 64(5). https://doi.org/10.1037/0021-9010.64.5.509
Moynihan, D. P., & Landuyt, N. (2008). Explaining Turnover Intention in State Government: Examining the Roles of Gender, Life Cycle, and Loyalty. Review of Public Personnel Administration, 28(2). https://doi.org/10.1177/0734371X08315771
Muhammad, A. H. (2004). Procedural justice as mediator between participation in decision-making and organizational citizenship Behavior. International Journal of Commerce and Management, 14(3–4). https://doi.org/10.1108/10569210480000184
Nabahani, P. R., & Setyo Riyanto. (2020). Job Satisfaction and Work Motivation in Enhancing Generation Z’s Organizational Commitment. Journal of Sosial Science, 1(5). https://doi.org/10.46799/jsss.v1i5.39
Ngatuni, P., & Matoka, C. (2020). Relationships Among Job satisfaction, Organizational Affective Commitment and Turnover Intentions of University Academicians in Tanzania. In The Pan-African Journal of Business Management (Vol. 4, Issue 1). https://doi.org/10.61538/pajbm.v4i1.717
Nguyen, P., Le, N., Trieu, H., Huynh, T., & Tran, H. Q. (2022). Determinants of Turnover Intention: The Case of Public Servants in Vietnam. Problems and Perspectives in Management, 20(2). https://doi.org/10.21511/ppm.20(2).2022.13
Olubiyi, O., Smiley, G., Luckel, H., & Melaragno, R. (2019). A qualitative case study of employee turnover in retail business. Heliyon, 5(6). https://doi.org/10.1016/j.heliyon.2019.e01796
Oosthuizen, R. M., Coetzee, M., & Munro, Z. (2019). Work-life balance, job satisfaction and turnover intention amongst information technology employees. Southern African Business Review, 20. https://doi.org/10.25159/1998-8125/6059
Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000). Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26(3). https://doi.org/10.1177/014920630002600307
Porath, C. L., & Erez, A. (2009). Overlooked but not untouched: How rudeness reduces onlookers’ performance on routine and creative tasks. Organizational Behavior and Human Decision Processes, 109(1). https://doi.org/10.1016/j.obhdp.2009.01.003
Prihartanto, D. S., & Syah, T. Y. R. (2023). Pengaruh Faktor Individu, Keterikatan Karyawan, Komitmen Organisasional, dan Niat Untuk Berhenti Karyawan Bank. Jurnal Manajemen Dewantara. https://doi.org/10.26460/md.v7i2.14813
Radesman, R., Perizade, B., & Zunaidah, Z. (2023). The Effect of Job Insecurity and Job Satisfaction on Turnover Intention With Organizational Commitment as a Mediation Variable. Media Mahardhika, 21(2). https://doi.org/10.29062/mahardika.v21i1.561
Reio, T. G., & Ghosh, R. (2009). Antecedents and outcomes of workplace incivility: Implications for human resource development research and practice. Human Resource Development Quarterly, 20(3). https://doi.org/10.1002/hrdq.20020
Reknes, I., Glambek, M., & Einarsen, S. V. (2021). Injustice perceptions, workplace bullying and intention to leave. Employee Relations, 43(1). https://doi.org/10.1108/ER-10-2019-0406
Rhoades, L., Eisenberger, R., & Armeli, S. (2001). Affective commitment to the organization: The contribution of perceived organizational support. Journal of Applied Psychology, 86(5). https://doi.org/10.1037/0021-9010.86.5.825
Robehmed, N. (2016). What is a startup? Forbes, 5(7).
Romeo, M., Yepes-Baldó, M., & Lins, C. (2020). Job Satisfaction and Turnover Intention Among People With Disabilities Working in Special Employment Centers: The Moderation Effect of Organizational Commitment. Frontiers in Psychology, 11. https://doi.org/10.3389/fpsyg.2020.01035
Sadaqat, S., Abid, G., & Contreras, F. (2022). Influence of contextual factors on turnover intention: examining the mediating role of civility. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2022.2154987
Sarstedt, M., Hair, J. F., Pick, M., Liengaard, B. D., Radomir, L., & Ringle, C. M. (2022). Progress in partial least squares structural equation modeling use in marketing research in the last decade. Psychology and Marketing, 39(5). https://doi.org/10.1002/mar.21640
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2021). Partial Least Squares Structural Equation Modeling. In Handbook of Market Research. https://doi.org/10.1007/978-3-319-57413-4_15
Serhan, C., Nehmeh, N., & Sioufi, I. (2022). Assessing the effect of organisational commitment on turnover intentions amongst Islamic bank employees. ISRA International Journal of Islamic Finance, 14(2). https://doi.org/10.1108/IJIF-01-2021-0008
Suliman, A., & Al Obaidli, H. (2013). Leadership and organizational citizenship behavior (OCB) in the financial service sector: The case of the UAE. Asia-Pacific Journal of Business Administration, 5(2). https://doi.org/10.1108/17574321311321603
Suton, K., & Nefianto, T. (2023). Pengaruh Kepuasan Kerja, Keterikatan Kerja dan Lingkungan Kerja Terhadap Turnover Iintention pada Milenial. Mufakat: Jurnal Ekonomi, Manajemen Dan Akuntansi. https://doi.org/10.572349/mufakat.v2i4.1057
Tepper, B. J., & Taylor, E. C. (2003). Relationships among supervisors’ and subordinates’ procedural justice perceptions and organizational citizenship behaviors. Academy of Management Journal, 46(1). https://doi.org/10.2307/30040679
Valaei, N., & Rezaei, S. (2016). Job satisfaction and organizational commitment: An empirical investigation among ICT-SMEs. Management Research Review, 39(12). https://doi.org/10.1108/MRR-09-2015-0216
Warr, P., & Inceoglu, I. (2012). Job engagement, job satisfaction, and contrasting associations with person-job fit. Journal of Occupational Health Psychology, 17(2). https://doi.org/10.1037/a0026859
Wazir, H., & Jan, I. (2020). Moderating effects of organizational commitment on job satisfaction and turnover intention. Journal of Research in Emerging Markets, 2(4). https://doi.org/10.30585/jrems.v2i4.542
Wiesenfeld, B. M., Raghuram, S., & Garud, R. (2001). Organizational identification among virtual workers: The role of need for affiliation and perceived work-based social support. Journal of Management, 27(2). https://doi.org/10.1016/S0149-2063(00)00096-9
Wilson, N. L., & Holmvall, C. M. (2013). The development and validation of the incivility from customers scale. Journal of Occupational Health Psychology, 18(3). https://doi.org/10.1037/a0032753
Wulandari, T. V., & Hafidz, P. G. (2023). The Influence of Job Stress, Workaholism and Work Engagement on Job Satisfaction and Turnover Intention in the Garment Industry. International Journal of Social Science, Education, Communication and Economics (Sinomics Journal), 2(2), 341–354. https://doi.org/10.54443/sj.v2i2.142
Yanchus, N. J., Periard, D., Moore, S. C., Carle, A. C., & Osatuke, K. (2015). Predictors of Job Satisfaction and Turnover Intention in VHA Mental Health Employees: A Comparison Between Psychiatrists, Psychologists, Social Workers, and Mental Health Nurses. Human Service Organizations Management, Leadership and Governance, 39(3). https://doi.org/10.1080/23303131.2015.1014953
Yanchus, N. J., Periard, D., & Osatuke, K. (2017). Further examination of predictors of turnover intention among mental health professionals. Journal of Psychiatric and Mental Health Nursing, 24(1). https://doi.org/10.1111/jpm.12354
Zhao, W., & Nuangjamnong, C. (2023). The Effects of Work-family Conflict, Emotional Exhaustion, Job Performance on Job Satisfaction and (Emotional) Affective Commitment among Small Business in China. International Journal of Social Sciences and Humanities Invention, 10(01). https://doi.org/10.18535/ijsshi/v10i01.10
Abid, G., Ahmed, S., Elahi, N. S., & Ilyas, S. (2020). Antecedents and mechanism of employee well-being for social sustainability: A sequential mediation. Sustainable Production and Consumption, 24. https://doi.org/10.1016/j.spc.2020.06.011
Abid, G., Sajjad, I., Elahi, N. S., Farooqi, S., & Nisar, A. (2018). The influence of prosocial motivation and civility on work engagement:The mediating role of thriving at work. Cogent Business and Management, 5(1). https://doi.org/10.1080/23311975.2018.1493712
Alias, M., Ojo, A. O., & Ameruddin, N. F. L. (2022). Workplace incivility: the impact on the Malaysian public service department. European Journal of Training and Development, 46(3–4). https://doi.org/10.1108/EJTD-02-2020-0031
Alias, M., Rasdi, R. M., Ismail, M., & Samah, B. A. (2013). Predictors of workplace deviant behaviour: HRD agenda for Malaysian support personnel. In European Journal of Training and Development (Vol. 37, Issue 2). https://doi.org/10.1108/03090591311301671
Allen, & Meyer. (1997). Measuring Organizational Commitment. Sage Publications. https://doi.org/10.1142/9789813232167_0003
Allen, N. J., & Meyer, J. P. (1990). The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational Psychology, 63(1). https://doi.org/10.1111/j.2044-8325.1990.tb00506.x
Ambrose, M. L., & Schminke, M. (2009). The Role of Overall Justice Judgments in Organizational Justice Research: A Test of Mediation. Journal of Applied Psychology, 94(2). https://doi.org/10.1037/a0013203
Anderson, S. E., Coffey, B. S., & Byerly, R. T. (2002). Formal organizational initiatives and informal workplace practices: Links to work-family conflict and job-related outcomes. Journal of Management, 28(6). https://doi.org/10.1016/S0149-2063(02)00190-3
Andersson, L. M., & Pearson, C. M. (1999). Tit for tat? the spiraling effect of incivility in the workplace. Academy of Management Review, 24(3). https://doi.org/10.5465/AMR.1999.2202131
Arshad, M., Abid, G., Contreras, F., Elahi, N. S., & Athar, M. A. (2021). Impact of prosocial motivation on organizational citizenship behavior and organizational commitment: The mediating role of managerial support. European Journal of Investigation in Health, Psychology and Education, 11(2). https://doi.org/10.3390/ejihpe11020032
Castro, M. L., & Martins, N. (2010). The relationship between organisational climate and employee satisfaction in a South African information and technology organisation. SA Journal of Industrial Psychology, 36(1). https://doi.org/10.4102/sajip.v36i1.800
Chang, V., Mou, Y., Xu, Q. A., & Xu, Y. (2023). Job satisfaction and turnover decision of employees in the Internet sector in the US. Enterprise Information Systems, 17(8). https://doi.org/10.1080/17517575.2022.2130013
Chen, H. T., & Wang, C. H. (2019). Incivility, satisfaction and turnover intention of tourist hotel chefs: Moderating effects of emotional intelligence. International Journal of Contemporary Hospitality Management, 31(5). https://doi.org/10.1108/IJCHM-02-2018-0164
Choi, J. (2008). Event Justice Perceptions and Employees’ Reactions: Perceptions of Social Entity Justice as a Moderator. Journal of Applied Psychology, 93(3). https://doi.org/10.1037/0021-9010.93.3.513
Christopher Westland, J. (2010). Lower bounds on sample size in structural equation modeling. Electronic Commerce Research and Applications, 9(6). https://doi.org/10.1016/j.elerap.2010.07.003
Cohen, J. (1988). Statistical Power Analysis for the Behavioural Science (2nd Edition). In Statistical Power Anaylsis for the Behavioral Sciences (Vol. 3, Issue 2).
Cortina, L. M., Magley, V. J., Williams, J. H., & Langhout, R. D. (2001). Incivility in the workplace: incidence and impact. Journal of Occupational Health Psychology, 6(1). https://doi.org/10.1037/1076-8998.6.1.64
Cropanzano, R. S., Ambrose, M. L., Colquitt, J. A., & Rodell, J. B. (2015). Measuring Justice and Fairness. In The Oxford Handbook of Justice in the Workplace. https://doi.org/10.1093/oxfordhb/9780199981410.013.8
Dai, Y. De, Hou, Y. H., Chen, K. Y., & Zhuang, W. L. (2018). To help or not to help: antecedents of hotel employees’ organizational citizenship behavior. International Journal of Contemporary Hospitality Management, 30(3). https://doi.org/10.1108/IJCHM-03-2016-0160
Demlie, W., & Endris, H. (2021a). The Effect of Work-Related Attitudes on Turnover Intention in Public Higher Education Institution: The Case of Arba Minch University, Ethiopia. Advanced Journal of Social Science, 8(1). https://doi.org/10.21467/ajss.8.1.231-245
Demlie, W., & Endris, H. (2021b). The Effect of Work-Related Attitudes on Turnover Intention in Public Higher Education Institution: The Case of Arba Minch University, Ethiopia. Advanced Journal of Social Science, 8(1). https://doi.org/10.21467/ajss.8.1.231-245
Eisenberger, R., Stinglhamber, F., Vandenberghe, C., Sucharski, I. L., & Rhoades, L. (2002). Perceived supervisor support: Contributions to perceived organizational support and employee retention. Journal of Applied Psychology, 87(3). https://doi.org/10.1037/0021-9010.87.3.565
Elahi, N. S., Abid, G., Arya, B., & Farooqi, S. (2020). Workplace behavioral antecedents of job performance: mediating role of thriving. Service Industries Journal, 40(11–12). https://doi.org/10.1080/02642069.2019.1638369
Emiroğlu, B. D., Akova, O., & Tanrıverdi, H. (2015). The Relationship Between Turnover Intention and Demographic Factors in Hotel Businesses: A Study at Five Star Hotels in Istanbul. Procedia - Social and Behavioral Sciences, 207. https://doi.org/10.1016/j.sbspro.2015.10.108
Febrian, A., Widianita, R., & Putri, Z. S. (2023). The Influence of Job Satisfaction, Distributive Justice and Affective Commitment to Organizational Citizenship Behavior (PKO) in Islamic Bank Employees in Indonesia. AL-FALAH : Journal of Islamic Economics, 8(1). https://doi.org/10.29240/alfalah.v8i1.6840
Folger, R., & Cropanzano, R. (2012). Organizational Justice and Human Resource Management. In Organizational Justice and Human Resource Management. https://doi.org/10.4135/9781452225777
Gazi, M. A. I., Islam, M. A., Sobhani, F. A., & Dhar, B. K. (2022). Does Job Satisfaction Differ at Different Levels of Employees? Measurement of Job Satisfaction among the Levels of Sugar Industrial Employees. Sustainability (Switzerland), 14(6). https://doi.org/10.3390/su14063564
Gessesse, K. T., & Premanandam, P. (2023). The mediating role of affective commitment on the relationship between job satisfaction and turnover intention using structural equation modeling: Empirical evidence from higher education institutions in Addis Ababa, Ethiopia. Cogent Social Sciences, 9(1). https://doi.org/10.1080/23311886.2023.2202959
Gill, M. J., & Sypher, B. D. (2009). Workplace incivility and organizational trust. In Destructive Organizational Communication: Processes, Consequences, and Constructive Ways of Organizing. https://doi.org/10.4324/9780203928554
Gurel, B., & Sari, I. U. (2015). Strategic Planning for Sustainability in a Start-Up Company: A Case Study on Human Resources Consulting Firm. European Journal of Sustainable Development, 4(2). https://doi.org/10.14207/ejsd.2015.v4n2p313
Hafidz, P. G. (2020). Analisis Motivasi Kerja, Kepemimpinan Transformasional Dan Budaya Organisasi Terhadap Kinerja Karyawan Dimediasi Kepuasan Kerja Pada Angkatan Kerja Generasi Z. Jurnal Ekonomi, 11(2). https://doi.org/10.47007/jeko.v11i2.3503
Hair Jr., J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: updated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2). https://doi.org/10.1504/ijmda.2017.10008574
Hernandez, W., Luthanen, A., Ramsel, D., & Osatuke, K. (2015). The mediating relationship of self-awareness on supervisor burnout and workgroup Civility & Psychological Safety: A multilevel path analysis. Burnout Research, 2(1). https://doi.org/10.1016/j.burn.2015.02.002
Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1). https://doi.org/10.1080/10705519909540118
Hui, C., Wong, A., & Tjosvold, D. (2007). Turnover intention and performance in China: The role of positive affectivity, Chinese values, perceived organizational support and constructive controversy. Journal of Occupational and Organizational Psychology, 80(4). https://doi.org/10.1348/096317906X171037
Hur, W. M., Kim, B. S., & Park, S. J. (2015). The relationship between coworker incivility, emotional exhaustion, and organizational outcomes: The mediating role of emotional exhaustion. Human Factors and Ergonomics In Manufacturing, 25(6). https://doi.org/10.1002/hfm.20587
IDC financial highlights. (2023, July 16). 10 Examples of Popular Fintech Companies in Indonesia. AlphaJWC. https://www.alphajwc.com/en/fintech-indonesia/
Indra, I. P., Sudiro, A., & Rofiq, A. (2023). Organizational and Supervisor Support on Turnover Intention Mediated by Affective Commitment. Interdisciplinary Social Studies, 2(4). https://doi.org/10.55324/iss.v2i4.381
Jannat, T., Omar, N. A., & Nazri, M. A. (2020). Analysing the mediating effects of job satisfaction and dissatisfaction on employee voluntary turnover intention. Jurnal Pengurusan, 59. https://doi.org/10.17576/pengurusan-2020-59-06
Kamel, M. M. (2013). The mediating role of affective commitment in the relationship between quality of work life and intention to leave. Life Science Journal, 10(4). https://doi.org/10.7537/marslsj100413.138
Kartika, G., & Purba, D. E. (2018). Job satisfaction and turnover intention: The mediating effect of affective commitment. Psychological Research on Urban Society, 1(2). https://doi.org/10.7454/proust.v1i2.34
Kashyap, V., & Rangnekar, S. (2016). Servant leadership, employer brand perception, trust in leaders and turnover intentions: a sequential mediation model. Review of Managerial Science, 10(3). https://doi.org/10.1007/s11846-014-0152-6
Khan, A. H., & Aleem, M. (2014). Impact of job satisfaction on employee turnover: An empirical study of autonomous medical institutions of Pakistan. Journal of International Studies, 7(1). https://doi.org/10.14254/2071-8330.2014/7-1/11
Khan, M. S., Elahi, N. S., & Abid, G. (2021). Workplace incivility and job satisfaction: Mediation of subjective well-being and moderation of forgiveness climate in health care sector. European Journal of Investigation in Health, Psychology and Education, 11(4). https://doi.org/10.3390/ejihpe11040082
Khan, S. (2022). Predictors of Organizational Commitment: An Empirical Evidence from FMCG Sector in Oman. Open Journal of Social Sciences, 10(06). https://doi.org/10.4236/jss.2022.106007
Kim, J., Chae, D., & Yoo, J. Y. (2021). Reasons Behind Generation Z Nursing Students’ Intentions to Leave their Profession: A Cross-Sectional Study. Inquiry (United States), 58. https://doi.org/10.1177/0046958021999928
Kmieciak, R. (2022). Co-worker support, voluntary turnover intention and knowledge withholding among IT specialists: the mediating role of affective organizational commitment. Baltic Journal of Management, 17(3). https://doi.org/10.1108/BJM-03-2021-0085
Laschinger, H. K. S., & Finegan, J. (2005). Empowering nurses for work engagement and health in hospital settings. Journal of Nursing Administration, 35(10). https://doi.org/10.1097/00005110-200510000-00005
Lima, W., & Allida, D. (2021). The Relationship between Job Satisfaction and Organizational Commitment among Employees of a Selected Tertiary Educational Institution in Northwest Haiti. East African Journal of Education and Social Sciences, 2(Issue 1 (January to March 2021)). https://doi.org/10.46606/eajess2021v02i01.0063
Lubis, H. S., & Syah, T. Y. R. (2019). The Effect of Job Satisfaction and Work Motivation on Turnover Intention through Organizational Commitment in PT. Bank BPD Banten, TBK Operational Center Office of Serang. IARJSET , 6(5), 1–8. https://doi.org/10.17148/iarjset.2019.6501
Mat Rifin, H., & Danaee, M. (2022). Association between Burnout, Job Dissatisfaction and Intention to Leave among Medical Researchers in a Research Organisation in Malaysia during the COVID-19 Pandemic. International Journal of Environmental Research and Public Health, 19(16). https://doi.org/10.3390/ijerph191610017
Meria, L. (2019). Mengukur Dampak Job Insecurity Terhadap Turnover Intention Melalui Kepuasan Kerja. Jurnal Ekonomi. https://doi.org/10.47007/jeko.v10i2.2854
Meyer, J. P., Allen, N. J., & Smith, C. A. (1993). Commitment to Organizations and Occupations: Extension and Test of a Three-Component Conceptualization. Journal of Applied Psychology, 78(4). https://doi.org/10.1037/0021-9010.78.4.538
Miller, H. E., Katerberg, R., & Hulin, C. L. (1979). Evaluation of the Mobley, Horner, and Hollingsworth model of employee turnover. Journal of Applied Psychology, 64(5). https://doi.org/10.1037/0021-9010.64.5.509
Moynihan, D. P., & Landuyt, N. (2008). Explaining Turnover Intention in State Government: Examining the Roles of Gender, Life Cycle, and Loyalty. Review of Public Personnel Administration, 28(2). https://doi.org/10.1177/0734371X08315771
Muhammad, A. H. (2004). Procedural justice as mediator between participation in decision-making and organizational citizenship Behavior. International Journal of Commerce and Management, 14(3–4). https://doi.org/10.1108/10569210480000184
Nabahani, P. R., & Setyo Riyanto. (2020). Job Satisfaction and Work Motivation in Enhancing Generation Z’s Organizational Commitment. Journal of Sosial Science, 1(5). https://doi.org/10.46799/jsss.v1i5.39
Ngatuni, P., & Matoka, C. (2020). Relationships Among Job satisfaction, Organizational Affective Commitment and Turnover Intentions of University Academicians in Tanzania. In The Pan-African Journal of Business Management (Vol. 4, Issue 1). https://doi.org/10.61538/pajbm.v4i1.717
Nguyen, P., Le, N., Trieu, H., Huynh, T., & Tran, H. Q. (2022). Determinants of Turnover Intention: The Case of Public Servants in Vietnam. Problems and Perspectives in Management, 20(2). https://doi.org/10.21511/ppm.20(2).2022.13
Olubiyi, O., Smiley, G., Luckel, H., & Melaragno, R. (2019). A qualitative case study of employee turnover in retail business. Heliyon, 5(6). https://doi.org/10.1016/j.heliyon.2019.e01796
Oosthuizen, R. M., Coetzee, M., & Munro, Z. (2019). Work-life balance, job satisfaction and turnover intention amongst information technology employees. Southern African Business Review, 20. https://doi.org/10.25159/1998-8125/6059
Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000). Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26(3). https://doi.org/10.1177/014920630002600307
Porath, C. L., & Erez, A. (2009). Overlooked but not untouched: How rudeness reduces onlookers’ performance on routine and creative tasks. Organizational Behavior and Human Decision Processes, 109(1). https://doi.org/10.1016/j.obhdp.2009.01.003
Prihartanto, D. S., & Syah, T. Y. R. (2023). Pengaruh Faktor Individu, Keterikatan Karyawan, Komitmen Organisasional, dan Niat Untuk Berhenti Karyawan Bank. Jurnal Manajemen Dewantara. https://doi.org/10.26460/md.v7i2.14813
Radesman, R., Perizade, B., & Zunaidah, Z. (2023). The Effect of Job Insecurity and Job Satisfaction on Turnover Intention With Organizational Commitment as a Mediation Variable. Media Mahardhika, 21(2). https://doi.org/10.29062/mahardika.v21i1.561
Reio, T. G., & Ghosh, R. (2009). Antecedents and outcomes of workplace incivility: Implications for human resource development research and practice. Human Resource Development Quarterly, 20(3). https://doi.org/10.1002/hrdq.20020
Reknes, I., Glambek, M., & Einarsen, S. V. (2021). Injustice perceptions, workplace bullying and intention to leave. Employee Relations, 43(1). https://doi.org/10.1108/ER-10-2019-0406
Rhoades, L., Eisenberger, R., & Armeli, S. (2001). Affective commitment to the organization: The contribution of perceived organizational support. Journal of Applied Psychology, 86(5). https://doi.org/10.1037/0021-9010.86.5.825
Robehmed, N. (2016). What is a startup? Forbes, 5(7).
Romeo, M., Yepes-Baldó, M., & Lins, C. (2020). Job Satisfaction and Turnover Intention Among People With Disabilities Working in Special Employment Centers: The Moderation Effect of Organizational Commitment. Frontiers in Psychology, 11. https://doi.org/10.3389/fpsyg.2020.01035
Sadaqat, S., Abid, G., & Contreras, F. (2022). Influence of contextual factors on turnover intention: examining the mediating role of civility. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2022.2154987
Sarstedt, M., Hair, J. F., Pick, M., Liengaard, B. D., Radomir, L., & Ringle, C. M. (2022). Progress in partial least squares structural equation modeling use in marketing research in the last decade. Psychology and Marketing, 39(5). https://doi.org/10.1002/mar.21640
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2021). Partial Least Squares Structural Equation Modeling. In Handbook of Market Research. https://doi.org/10.1007/978-3-319-57413-4_15
Serhan, C., Nehmeh, N., & Sioufi, I. (2022). Assessing the effect of organisational commitment on turnover intentions amongst Islamic bank employees. ISRA International Journal of Islamic Finance, 14(2). https://doi.org/10.1108/IJIF-01-2021-0008
Suliman, A., & Al Obaidli, H. (2013). Leadership and organizational citizenship behavior (OCB) in the financial service sector: The case of the UAE. Asia-Pacific Journal of Business Administration, 5(2). https://doi.org/10.1108/17574321311321603
Suton, K., & Nefianto, T. (2023). Pengaruh Kepuasan Kerja, Keterikatan Kerja dan Lingkungan Kerja Terhadap Turnover Iintention pada Milenial. Mufakat: Jurnal Ekonomi, Manajemen Dan Akuntansi. https://doi.org/10.572349/mufakat.v2i4.1057
Tepper, B. J., & Taylor, E. C. (2003). Relationships among supervisors’ and subordinates’ procedural justice perceptions and organizational citizenship behaviors. Academy of Management Journal, 46(1). https://doi.org/10.2307/30040679
Valaei, N., & Rezaei, S. (2016). Job satisfaction and organizational commitment: An empirical investigation among ICT-SMEs. Management Research Review, 39(12). https://doi.org/10.1108/MRR-09-2015-0216
Warr, P., & Inceoglu, I. (2012). Job engagement, job satisfaction, and contrasting associations with person-job fit. Journal of Occupational Health Psychology, 17(2). https://doi.org/10.1037/a0026859
Wazir, H., & Jan, I. (2020). Moderating effects of organizational commitment on job satisfaction and turnover intention. Journal of Research in Emerging Markets, 2(4). https://doi.org/10.30585/jrems.v2i4.542
Wiesenfeld, B. M., Raghuram, S., & Garud, R. (2001). Organizational identification among virtual workers: The role of need for affiliation and perceived work-based social support. Journal of Management, 27(2). https://doi.org/10.1016/S0149-2063(00)00096-9
Wilson, N. L., & Holmvall, C. M. (2013). The development and validation of the incivility from customers scale. Journal of Occupational Health Psychology, 18(3). https://doi.org/10.1037/a0032753
Wulandari, T. V., & Hafidz, P. G. (2023). The Influence of Job Stress, Workaholism and Work Engagement on Job Satisfaction and Turnover Intention in the Garment Industry. International Journal of Social Science, Education, Communication and Economics (Sinomics Journal), 2(2), 341–354. https://doi.org/10.54443/sj.v2i2.142
Yanchus, N. J., Periard, D., Moore, S. C., Carle, A. C., & Osatuke, K. (2015). Predictors of Job Satisfaction and Turnover Intention in VHA Mental Health Employees: A Comparison Between Psychiatrists, Psychologists, Social Workers, and Mental Health Nurses. Human Service Organizations Management, Leadership and Governance, 39(3). https://doi.org/10.1080/23303131.2015.1014953
Yanchus, N. J., Periard, D., & Osatuke, K. (2017). Further examination of predictors of turnover intention among mental health professionals. Journal of Psychiatric and Mental Health Nursing, 24(1). https://doi.org/10.1111/jpm.12354
Zhao, W., & Nuangjamnong, C. (2023). The Effects of Work-family Conflict, Emotional Exhaustion, Job Performance on Job Satisfaction and (Emotional) Affective Commitment among Small Business in China. International Journal of Social Sciences and Humanities Invention, 10(01). https://doi.org/10.18535/ijsshi/v10i01.10
Published
2026-04-20
How to Cite
Anfal, A. F., & Hafidz, G. P. (2026). Turnover in Financial Service Startups in Indonesia: The Mediating Effects of Civility, Job Satisfaction, and Affective Commitment. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 9(1), 9750-9768. https://doi.org/10.31538/iijse.v9i1.9992
Section
Articles
Copyright (c) 2026 Al Fitra Netera Anfal, Gilang Pratama Hafidz
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
