The Digital Dilemma: How Technostress and Digital Competence Impact Employee Performance via Job Satisfaction
Keywords:
Technostress, Digital Competence, Employee Satisfaction, Employee Performance
Abstract
This study delves into the critical relationship between technostress, digital competence, and employee performance at PT Air Minum Bandarmasih (Perseroda), with job satisfaction as a key mediating variable. The primary objective is to address the gap in existing research by examining how these technological factors influence employee outcomes within the specific context of a state-owned water utility company. Using a quantitative approach with a sample of 146 staff-level employees, the study employs Proportionate Stratified Random Sampling and SEM-PLS analysis to build upon previous studies by providing a nuanced understanding of these dynamics. The findings offer a significant novelty by confirming the negative and significant impact of technostress on both job satisfaction and performance, while simultaneously highlighting the positive and significant effect of digital competence. Crucially, the research establishes the vital role of job satisfaction as a mediator, demonstrating that managing technological demands and enhancing digital skills are not just about efficiency but are foundational to fostering employee well-being and, consequently, improving overall performance in the digital era.
References
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Bakker, A. B., & Demerouti, E. (2007). The Job Demands-Resources model: State of the art. In Journal of Managerial Psychology (Vol. 22, Issue 3, pp. 309–328). https://doi.org/10.1108/02683940710733115
Bakker, A. B., & Demerouti, E. (2008). Towards a model of work engagement. Career Development International, 13(3), 209–223. https://doi.org/10.1108/13620430810870476
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Bolli, T., & Pusterla, F. (2022). Decomposing the effects of digitalization on workers’ job satisfaction. International Review of Economics, 69(2), 263–300. https://doi.org/10.1007/s12232-022-00392-6
Brod, C. (1984). Technostress The Human Cost Of The Computer Revolution (1st ed.). Basic Books.
Brolpito, A. (2018). Digital Skills and Competence, and Digital and Online Learning.
Brynjolfsson, E., & Hitt, L. M. (2000). Beyond Computation: Information Technology, Organizational Transformation and Business Performance. Journal of Economic Perspectives, 14(4), 23–48. https://doi.org/10.1257/jep.14.4.23
Demerouti, E., Bakker, A. B., & Fried, Y. (2012). Work orientations in the job demands-resources model. Journal of Managerial Psychology, 27(6), 557–575. https://doi.org/10.1108/02683941211252428
Dweikat, nidal. (2023). The impact of job stress and job satisfaction on employee performance: The case of the Software Companies in Palestine. An-Najah University Journal for Research - B (Humanities), 37(4), 775–803. https://doi.org/10.35552/0247-037-004-007
Ferrari, A., & Punie, Y. (2013). DIGCOMP: A Framework for Developing and Understanding Digital Competence in Europe.
Firman, Saerang, I. S., & Nelwan, O. S. (2024). The Influence of Digital Competency, Digital Organizational Culture and Organizational Citizenship Behavior on Employee Performance at Bank Sulutgo. In International Journal of Human Capital and Innovative Management (Vol. 2024, Issue 2). https://pubjournals.com/http://creativecommons.org/licenses/by/4.0/
Ghozali, I., & Latan, H. (2015). Partial Least Square: Konsep, Teknik dan Aplikasi Menggunakan SmartPLS 3.0 (Edisi 2). Badan Penerbit Universitas Diponegoro.
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Hidayat, F., Sumantri, S., Rumengan, A. E., Wibisono, C., & Khaddafi, M. (2023). The Effect of Digital Leadership, Information Technology and Digital Competency on Employee Performance in the Digital Era: Mediating Role of Job Satisfaction. International Journal of Advances in Social Sciences and Humanities, 2(2), 61–68. https://doi.org/10.56225/ijassh.v2i2.204
HOŞGÖR, D. G., & HOŞGÖR, H. K. (2024). Effects of Technostress and the Role of Their Descriptive Characteristics of Intensive Care Nurses on Their Job Performance. https://doi.org/10.21203/rs.3.rs-4351377/v1
Ilomäki, L., Kantosalo, A., & Lakkala, M. (2011). What is digital competence? http://linked.eun.org/web/guest/in-depth3
Islam, K. M. A., Karim, M. M., Islam, S., Haque, M. S., & Sultana, T. (2022). Exploring the effect of job satisfaction, employee empowerment, and emotional intelligence on bank employee performance: A study on commercial banks in Bangladesh. Banks and Bank Systems, 17(3), 158–166. https://doi.org/10.21511/bbs.17(3).2022.13
Judge, T. A., Thoresen, C. J., Bono, J. E., & Patton, G. K. (2001). The job satisfaction–job performance relationship: A qualitative and quantitative review. Psychological Bulletin, 127(3), 376–407. https://doi.org/10.1037/0033-2909.127.3.376
Kot, P. (2022). Role of Technostress in Job Satisfaction and Work Engagement in People Working with Information and Communication Technologies. Pakistan Journal of Psychological Research, 37(3), 331–349. https://doi.org/10.33824/PJPR.2022.37.3.20
La Torre, G., De Leonardis, V., & Chiappetta, M. (2020). Technostress: how does it affect the productivity and life of an individual? Results of an observational study. Public Health, 189, 60–65. https://doi.org/10.1016/j.puhe.2020.09.013
Lestari, N. S., Rosman, D., Veithzal, A. P., Zainal, V. R., & Triana, I. (2023). Analysing the Impact of Robot, Artificial Intelligence, and Service Automation Awareness, Technostress and Technology Anxiety on Employees’s Job Performance in The Foodservice Industry. 2023 5th International Conference on Cybernetics and Intelligent System (ICORIS), 1–6. https://doi.org/10.1109/ICORIS60118.2023.10352286
Luthans, F., Luthans, B. C., & Luthans, K. W. (2021). Organizational behavior : an evidence-based approach. Information Age Publishing, Incorporated.
Mangkunegara, A. A. A. P. (2015). Manajemen Sumber Daya Manusia Perusahaan. PT. Remaja Rosdakarya.
Muhamad, N. (2023). Indeks Kesiapan Digital Asia Tenggara, Skor Indonesia Tergolong Rendah. https://databoks.katadata.co.id/teknologi-telekomunikasi/statistik/6d3bb125b839a45/indeks-kesiapan-digital-asia-tenggara-skor-indonesia-tergolong-rendah
Mustika, M. D., Handoko, A. M., Mamoen, H. A., Siahaan, D. U., & Yasyfin, A. (2021). Your Gadgets, Stress, and Performance: The Influence of Technostress on Individual Satisfaction and Performance. Psychological Research on Urban Society, 4(2), 18. https://doi.org/10.7454/proust.v4i2.113
Ragu-Nathan, T. S., Tarafdar, M., Ragu-Nathan, B. S., & Tu, Q. (2008). The consequences of technostress for end users in organizations: Conceptual development and validation. Information Systems Research, 19(4), 417–433. https://doi.org/10.1287/isre.1070.0165
Robbins, S. P., & Judge, T. A. (2017). Organizational Behavior (17th Global Edition). Pearson Education Limtied.
Saleem, F., & Malik, M. I. (2023). Technostress, Quality of Work Life, and Job Performance: A Moderated Mediation Model. Behavioral Sciences, 13(12). https://doi.org/10.3390/bs13121014
Saleem, F., Malik, M. I., Qureshi, S. S., Farid, M. F., & Qamar, S. (2021). Technostress and Employee Performance Nexus During COVID-19: Training and Creative Self-Efficacy as Moderators. Frontiers in Psychology, 12. https://doi.org/10.3389/fpsyg.2021.595119
Schaufeli, W. B. (2017). Applying the Job Demands-Resources model: A ‘how to’ guide to measuring and tackling work engagement and burnout. Organizational Dynamics, 46(2), 120–132. https://doi.org/10.1016/j.orgdyn.2017.04.008
Sugiyono. (2022). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. ALFABETA, CV.
Tarafdar, M., Tu, Q., & Ragu-Nathan, T. (2010). Impact of technostress on end-user satisfaction and performance. Journal of Management Information Systems, 27(3), 303–334. https://doi.org/10.2753/MIS0742-1222270311
van Deursen, A. J., & van Dijk, J. A. (2019). The first-level digital divide shifts from inequalities in physical access to inequalities in material access. New Media & Society, 21(2), 354–375. https://doi.org/10.1177/1461444818797082
Wanous, J. P., Reichers, A. E., & Hudy, M. J. (1997). Overall Job Satisfaction: How Good Are Single-Item Measures. Journal of Applies Psychology, 82(2), 247–252.
Yener, S., Arslan, A., & Kilinç, S. (2021). The moderating roles of technological self-efficacy and time management in the technostress and employee performance relationship through burnout. Information Technology & People, 34(7), 1890–1919. https://doi.org/10.1108/ITP-09-2019-0462
Yu, S., & Ko, Y. (2017). Communication competency as a mediator in the self-leadership to job performance relationship. Collegian, 24(5), 421–425. https://doi.org/10.1016/j.colegn.2016.09.002
Yusanti, T. I., & Suprapti, S. (2023). Influence of Workload and Digital Competency on Performance of Employees (Study on State Civil Apparatus at the Department of Public Works and Spatial Planning of Batang Regency). The 1 St Proceeding of The International Conference on Business and Economics, 1(1), 73–85.
Aktan, O., & Toraman, Ç. (2022). The relationship between Technostress levels and job satisfaction of Teachers within the COVID-19 period. Education and Information Technologies, 27(7), 10429–10453. https://doi.org/10.1007/s10639-022-11027-2
Al-Ansari, M. A., & Alshare, K. (2019). The impact of technostress components on the employees satisfaction and perceived performance: The case of Qatar. Journal of Global Information Management, 27(3), 65–86. https://doi.org/10.4018/JGIM.2019070104
Andriana, M., & Ardi, A. (2022). Pengaruh Servant Leadership dan Digital Competence terhadap Job Satisfaction dan Work Performance dengan Mediasi Work Motivation di Sekolah XYZ Jakarta Ba. JIIP (Jurnal Ilmiah Ilmu Pendidikan), 5(9).
Bail, C., Harth, V., & Mache, S. (2023). Digitalization in Urology—A Multimethod Study of the Relationships between Physicians’ Technostress, Burnout, Work Engagement and Job Satisfaction. Healthcare, 11(16), 2255. https://doi.org/10.3390/healthcare11162255
Bakker, A. B. (2011). An evidence-based model of work engagement. In Current Directions in Psychological Science (Vol. 20, Issue 4, pp. 265–269). https://doi.org/10.1177/0963721411414534
Bakker, A. B., & Demerouti, E. (2007). The Job Demands-Resources model: State of the art. In Journal of Managerial Psychology (Vol. 22, Issue 3, pp. 309–328). https://doi.org/10.1108/02683940710733115
Bakker, A. B., & Demerouti, E. (2008). Towards a model of work engagement. Career Development International, 13(3), 209–223. https://doi.org/10.1108/13620430810870476
Bakker, A. B., & Demerouti, E. (2014). Job Demands–Resources Theory. In Wellbeing (pp. 1–28). Wiley. https://doi.org/10.1002/9781118539415.wbwell019
Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182.
Bolli, T., & Pusterla, F. (2022). Decomposing the effects of digitalization on workers’ job satisfaction. International Review of Economics, 69(2), 263–300. https://doi.org/10.1007/s12232-022-00392-6
Brod, C. (1984). Technostress The Human Cost Of The Computer Revolution (1st ed.). Basic Books.
Brolpito, A. (2018). Digital Skills and Competence, and Digital and Online Learning.
Brynjolfsson, E., & Hitt, L. M. (2000). Beyond Computation: Information Technology, Organizational Transformation and Business Performance. Journal of Economic Perspectives, 14(4), 23–48. https://doi.org/10.1257/jep.14.4.23
Demerouti, E., Bakker, A. B., & Fried, Y. (2012). Work orientations in the job demands-resources model. Journal of Managerial Psychology, 27(6), 557–575. https://doi.org/10.1108/02683941211252428
Dweikat, nidal. (2023). The impact of job stress and job satisfaction on employee performance: The case of the Software Companies in Palestine. An-Najah University Journal for Research - B (Humanities), 37(4), 775–803. https://doi.org/10.35552/0247-037-004-007
Ferrari, A., & Punie, Y. (2013). DIGCOMP: A Framework for Developing and Understanding Digital Competence in Europe.
Firman, Saerang, I. S., & Nelwan, O. S. (2024). The Influence of Digital Competency, Digital Organizational Culture and Organizational Citizenship Behavior on Employee Performance at Bank Sulutgo. In International Journal of Human Capital and Innovative Management (Vol. 2024, Issue 2). https://pubjournals.com/http://creativecommons.org/licenses/by/4.0/
Ghozali, I., & Latan, H. (2015). Partial Least Square: Konsep, Teknik dan Aplikasi Menggunakan SmartPLS 3.0 (Edisi 2). Badan Penerbit Universitas Diponegoro.
Hair, J. F. Jr., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). Sage Publications, Inc.
Hidayat, F., Sumantri, S., Rumengan, A. E., Wibisono, C., & Khaddafi, M. (2023). The Effect of Digital Leadership, Information Technology and Digital Competency on Employee Performance in the Digital Era: Mediating Role of Job Satisfaction. International Journal of Advances in Social Sciences and Humanities, 2(2), 61–68. https://doi.org/10.56225/ijassh.v2i2.204
HOŞGÖR, D. G., & HOŞGÖR, H. K. (2024). Effects of Technostress and the Role of Their Descriptive Characteristics of Intensive Care Nurses on Their Job Performance. https://doi.org/10.21203/rs.3.rs-4351377/v1
Ilomäki, L., Kantosalo, A., & Lakkala, M. (2011). What is digital competence? http://linked.eun.org/web/guest/in-depth3
Islam, K. M. A., Karim, M. M., Islam, S., Haque, M. S., & Sultana, T. (2022). Exploring the effect of job satisfaction, employee empowerment, and emotional intelligence on bank employee performance: A study on commercial banks in Bangladesh. Banks and Bank Systems, 17(3), 158–166. https://doi.org/10.21511/bbs.17(3).2022.13
Judge, T. A., Thoresen, C. J., Bono, J. E., & Patton, G. K. (2001). The job satisfaction–job performance relationship: A qualitative and quantitative review. Psychological Bulletin, 127(3), 376–407. https://doi.org/10.1037/0033-2909.127.3.376
Kot, P. (2022). Role of Technostress in Job Satisfaction and Work Engagement in People Working with Information and Communication Technologies. Pakistan Journal of Psychological Research, 37(3), 331–349. https://doi.org/10.33824/PJPR.2022.37.3.20
La Torre, G., De Leonardis, V., & Chiappetta, M. (2020). Technostress: how does it affect the productivity and life of an individual? Results of an observational study. Public Health, 189, 60–65. https://doi.org/10.1016/j.puhe.2020.09.013
Lestari, N. S., Rosman, D., Veithzal, A. P., Zainal, V. R., & Triana, I. (2023). Analysing the Impact of Robot, Artificial Intelligence, and Service Automation Awareness, Technostress and Technology Anxiety on Employees’s Job Performance in The Foodservice Industry. 2023 5th International Conference on Cybernetics and Intelligent System (ICORIS), 1–6. https://doi.org/10.1109/ICORIS60118.2023.10352286
Luthans, F., Luthans, B. C., & Luthans, K. W. (2021). Organizational behavior : an evidence-based approach. Information Age Publishing, Incorporated.
Mangkunegara, A. A. A. P. (2015). Manajemen Sumber Daya Manusia Perusahaan. PT. Remaja Rosdakarya.
Muhamad, N. (2023). Indeks Kesiapan Digital Asia Tenggara, Skor Indonesia Tergolong Rendah. https://databoks.katadata.co.id/teknologi-telekomunikasi/statistik/6d3bb125b839a45/indeks-kesiapan-digital-asia-tenggara-skor-indonesia-tergolong-rendah
Mustika, M. D., Handoko, A. M., Mamoen, H. A., Siahaan, D. U., & Yasyfin, A. (2021). Your Gadgets, Stress, and Performance: The Influence of Technostress on Individual Satisfaction and Performance. Psychological Research on Urban Society, 4(2), 18. https://doi.org/10.7454/proust.v4i2.113
Ragu-Nathan, T. S., Tarafdar, M., Ragu-Nathan, B. S., & Tu, Q. (2008). The consequences of technostress for end users in organizations: Conceptual development and validation. Information Systems Research, 19(4), 417–433. https://doi.org/10.1287/isre.1070.0165
Robbins, S. P., & Judge, T. A. (2017). Organizational Behavior (17th Global Edition). Pearson Education Limtied.
Saleem, F., & Malik, M. I. (2023). Technostress, Quality of Work Life, and Job Performance: A Moderated Mediation Model. Behavioral Sciences, 13(12). https://doi.org/10.3390/bs13121014
Saleem, F., Malik, M. I., Qureshi, S. S., Farid, M. F., & Qamar, S. (2021). Technostress and Employee Performance Nexus During COVID-19: Training and Creative Self-Efficacy as Moderators. Frontiers in Psychology, 12. https://doi.org/10.3389/fpsyg.2021.595119
Schaufeli, W. B. (2017). Applying the Job Demands-Resources model: A ‘how to’ guide to measuring and tackling work engagement and burnout. Organizational Dynamics, 46(2), 120–132. https://doi.org/10.1016/j.orgdyn.2017.04.008
Sugiyono. (2022). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. ALFABETA, CV.
Tarafdar, M., Tu, Q., & Ragu-Nathan, T. (2010). Impact of technostress on end-user satisfaction and performance. Journal of Management Information Systems, 27(3), 303–334. https://doi.org/10.2753/MIS0742-1222270311
van Deursen, A. J., & van Dijk, J. A. (2019). The first-level digital divide shifts from inequalities in physical access to inequalities in material access. New Media & Society, 21(2), 354–375. https://doi.org/10.1177/1461444818797082
Wanous, J. P., Reichers, A. E., & Hudy, M. J. (1997). Overall Job Satisfaction: How Good Are Single-Item Measures. Journal of Applies Psychology, 82(2), 247–252.
Yener, S., Arslan, A., & Kilinç, S. (2021). The moderating roles of technological self-efficacy and time management in the technostress and employee performance relationship through burnout. Information Technology & People, 34(7), 1890–1919. https://doi.org/10.1108/ITP-09-2019-0462
Yu, S., & Ko, Y. (2017). Communication competency as a mediator in the self-leadership to job performance relationship. Collegian, 24(5), 421–425. https://doi.org/10.1016/j.colegn.2016.09.002
Yusanti, T. I., & Suprapti, S. (2023). Influence of Workload and Digital Competency on Performance of Employees (Study on State Civil Apparatus at the Department of Public Works and Spatial Planning of Batang Regency). The 1 St Proceeding of The International Conference on Business and Economics, 1(1), 73–85.
Published
2025-10-01
How to Cite
Syahputra, M. D., Rahmawati, R., Claudia, M., & Rifani, A. (2025). The Digital Dilemma: How Technostress and Digital Competence Impact Employee Performance via Job Satisfaction. International Journal of Economics, Business and Innovation Research, 4(06), 46-59. https://doi.org/10.63922/ijebir.v4i06.2331
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