Title:
THE INFLUENCE OF PERSONALITY AND ORGANIZATIONAL SUPPORT ON CUSTOMER SERVICE ORIENTATION WITH JOB STRESS AS A MEDIATOR AT PUSKESMAS SEGIRI SAMARINDA

Authors:
Iwan Arfianto, Imam Nazarudin Latif and Meiki Permana, Indonesia

Abstract:
This study aims to examine the influence of Personality and Organizational Support on Customer Service Orientation (CSO), with Job Stress acting as a mediating variable at Puskesmas Segiri Samarinda, East Kalimantan, Indonesia. The research employs a quantitative approach using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). Data was collected through a survey of 100 respondents who were visitors or patients at the health center, selected using incidental sampling. The results indicate that Personality and Organizational Support have a significant effect on Job Stress and Customer Service Orientation. Specifically, positive personality traits and strong organizational support were found to influence the level of job stress experienced by employees, which in turn affects their service orientation. The study confirms that Job Stress plays a significant mediating role; it bridges the relationship between individual/organizational factors and the quality of service provided. Theoretically, these findings support the behavioral strain theory in the context of public health services. Practically, the study suggests that to improve service orientation, the management of Puskesmas Segiri must not only focus on technical skills but also consider employee personality profiles during recruitment and provide robust organizational support to manage work-related stress effectively.