Advances in Economics, Business and Management Research, volume 132

6th Annual International Conference on Management Research (AICMaR 2019)

The Influence of Role Conflict and Role Overload to

Job Satisfaction

Rutinaias Haholongan*, Dedi Kusdinar

Department of management
Sekolah Tinggi Ilmu Ekonomi Indonesia
Jakarta, Indonesia
*rutinaias@[Link]

Abstract—Human resources are considered as an important company. Employees who experience role conflict will feel
source of development for the company, for the best use of that their work is a burden that must be done. Circumstances
human resources is not neglected to provide knowledge, skills underlie a compulsion in work, so the work done does not
and abilities that are controlled by employees with roles assigned provide maximum results, in accordance with the expectations
to the organization. This study aims to explain whether the and goals of the company. Role Overload is a situation where
variable role conflict, role overload on job satisfaction. The the amount of work obtained by a person exceeds the limits of
sample used in this study was 130 respondents. This test is his ability to complete the work if by himself [1].
carried out using multiple linear regression analysis. Role
conflict, role overload on job satisfaction has an effect of 47.2%. The general objective is to determine the effect between
The implication of this research is that the company is expected role conflict and role overload on job satisfaction.
to be able to reduce the excess workload by giving empathy,
motivation, bonuses to employees, so that heavy work becomes The research questions are as follows:
lighter and job satisfaction is achieved. Research Question 1 (RQ1): What is the effect of role
conflict on job satisfaction?
Keywords: role conflict, role overload, job satisfaction
Research Question 2 (RQ2): What is the effect of role
I. INTRODUCTION overload on job satisfaction?
Awareness in maximizing and maintaining the quality of This study is guided by the following hypothesis:
each mechanism in each line of the company, it is necessary to
have good management in a company, one important part that Hypothesis 1 (H1): There is an influence between role
must be managed, namely human resources. Therefore, the conflict on job satisfaction
skills and competencies of human resources in each company Hypothesis 2 (H2): There is an influence between role
will determine the results to be obtained by the company. The overload on job satisfaction.
effectiveness of a working condition is determined by how far
the working conditions are in accordance with the resources A. Job Satisfaction
and the environment. In order to achieve these goals, resources
are always required to be able to increase work productivity for Job satisfaction is a pleasant or unpleasant emotional state
the sake of continuing improvement in job satisfaction as well of employees in looking at their work [2]. Job satisfaction is
as company income and profits. If in a company with many the result of employees' perceptions of how well their work
employees who experience productivity and health problems, provides what is considered important [3]. The factors that
the company can be disrupted. The disruption in question affect job satisfaction can be used job descriptive index (JDI)
includes several things, among them there is no employee there are five namely [4]:
passion that causes work productivity to decline, this results in Payments such as salaries and wages
a routine that results in boredom and role conflict, role
overload. Work it self
The existence of role conflict and role overload is Job promotion
something that is quite influential, not only for employees
themselves in relation to work pressure, job satisfaction but Supervision (Supervision)
also for the organization where they work which affects the Co-workers
quality of work that is not in line with expectations
There are five factors that can influence the emergence of
Working conditions serve as a means to direct or regulate job satisfaction, which are as follows.
good activities so that leaders or managers can work calmly,
comfortably, so that productivity will be controlled in
accordance with what is desired by the organization or

Copyright © 2020 The Authors. Published by Atlantis Press SARL.

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 Advances in Economics, Business and Management Research, volume 132

1) Need fulfillment: This model is intended that  Person-role conflict includes the employee's
satisfaction is determined by the level of job characteristics interpretation of role expectations that conflict with
provide opportunities for individuals to meet their needs. values, codes of conduct or not in accordance with their
2) Discrepancies: This model states that satisfaction is a abilities.
result of meeting expectations. Fulfillment of expectations
reflects the difference between what is expected and what C. Role Overload
individuals get from work. If expectations are greater than Role overload is a situation in which the amount of work
what is received, people will not be satisfied. Instead it is obtained by a person exceeds the limits of his ability to
estimated that individuals will be satisfied if they receive complete the work if by himself. Role overload is a conflict of
priorities arising from the hope that someone can carry out a
benefits above expectations.
broad task that is impossible to do in a limited time.
3) Value attainment: The idea of value attainment is that
satisfaction is the result of perceived work giving fulfillment Impact of role overload:
of important individual work values.  Damaging and detrimental to achieving one's goals.
4) Equity: In this model it is intended that satisfaction is a
function of how fairly individuals are treated at work.  Causing a low level of job satisfaction and a desire to
Satisfaction is the result of people's perception that the keep working in the company / intuition.
comparison between work results and inputs is relatively more Role overload indicator:
profitable compared to the comparison between outputs and
other work input.  Work under time pressure (have a tight deadline)
5) Dispositional / genetic components: Some coworkers or  Work under pressure.
friends appear to be satisfied with variations in the work
 Complete tasks that are too difficult.
environment, while others appear to be dissatisfied. This
model is based on the belief that job satisfaction is partly a  Doing things that are not important.
function of personal traits and genetic factors. The model
 Supervisory attitude that is inconsistent.
implies individual differences only have an important meaning
to explain job satisfaction as well as the characteristics of the
work environment. II. METHODS
Collecting data using a questionnaire is a data collection
B. Role Conflict technique obtained by providing well-structured question
Role conflict is the existence of two or more role items. With the questionnaire, the data obtained can be used to
expectations for individual jobs that are not compatible with support this research. This questionnaire was made with a
each other [5]. Role conflict arises if a worker experiences: Likert scale with the following weights: Strongly Agree = 5;
Agree = 4; Disagree = 3; Disagree = 2; Strongly Disagree = 1
 The conflict between the tasks that he must do and [6].
between the responsibilities he has.
The sample size can be determined by the number of
 The tasks that he must perform which in his view are questions in the questionnaire multiplied by five (5). So the
not part of his work. determination of the number of samples in this study the
 Conflicting claims from superiors, subordinates, or calculation is 26 questions x 5 = 130 respondents. Analytic
others who are considered important to him. methods describe analytic methods used to solve research
problems, where the data obtained will be processed using
 Contradicting his personal values and beliefs when SPSS software (Product Statistics and Service Solutions). The
carrying out his work duties. analysis begins with testing the validity and reliability of the
Factors that influence role conflict in terms of employee questionnaire and multiple linear regression testing conducted
perceptions aspects associated with the type of role conflict with SPSS software. 22.00
include:  Descriptive Statistics Measurement to describe the
 Intra-sender conflict includes the employee's characteristics of the research sample by percentage, to
interpretation of the conflicting role expectations of a answer research questions and arrange dimensions in
role sender (i.e.: supervisors, coworkers, subordinates) descending order.

 Inter-sender conflict includes the employee's  Multiple regression analysis to test the validity of the
interpretation of role expectations that are not aligned or study form, the impact of independent variables and
conflicting with the various role-set members (i.e.: their dimensions on the dependent variable and size.
superiors, coworkers, subordinates)  One-sample Kolmogorov-Smirnov to ensure that data
 Inter-role conflict includes the employee's interpretation follows normal distribution [7].
of the different demands of the two or more roles that The stages of this study were divided into 3 stages, namely
must be played at the same time.

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 Determine the research problem, at this stage the The role conflict variable shows a significance value of
researcher conducts a preliminary study. 0.532 greater than 0.05 so hypothesis 1 (one) is rejected,
meaning that role conflict has no effect on job satisfaction. The
 Data collection, at this stage the researcher began by role overload variable shows β = 0.820 and the significance
determining the source of the data, namely books value of 0.000 is smaller than 0.05. So that hypothesis 2 two is
relating to the problem. At this stage it ends with accepted means that role overload has a positive effect on job
collecting data using observation and documentation satisfaction. Job satisfaction is influenced by role conflict (X1)
methods. and role overload (X2) simultaneously by 47.2% and the
 Analysis and presentation of data, namely analyzing remaining 52.8% is influenced by other factors outside the
data and finally drawing conclusions. study.
This study provides results that explain the role conflict has
III. RESULTS AND DISCUSSION no effect on employee job satisfaction. This is evidenced by the
significance value 0.532> 0.05. This is contrary to the proposed
Distribution of questionnaires as a whole 130 sheets or
100%. Questionnaires collected were 130 sheets or 100%, hypothesis that is influential on job satisfaction. In reality,
questionnaires were not collected 0% and questionnaires that Company still feels there is a mismatch between work roles
and their expectations.
could be processed were 130 or 100%.
The reliability coefficient is calculated, according to Employees experiencing mismatch expectations such as
Cronbach Alpha for completely internal consistency and for compliance with one expectation will make it difficult or
impossible to effectively meet the expectations of another.
each variable. The results were as shown in Table 1:
Employees realize that their work is hard, but the work should
be done. Although employees are faced with various kinds of
TABLE I. THE VALUE OF RELIABILITY COEFFICIENT jobs that cause role conflict, but employees are still able to
Reliability Statistics control themselves from awareness of work responsibilities
Variable Cronbach's Alpha N of Item that must be considered so that employee job satisfaction is
Role Conflict 0,775 4 maintained. The number of jobs still makes employees feel
Role Overload 0,904 5 satisfied with the facilities and infrastructure that support the
Job Satisfaction 0,950 13 completion of the work, as well as support from colleagues and
the General Manager. The results showed that employees
From the reliability test results above obtained 3 outputs responded positively to work demands and responsibilities, not
from the variables obtained by each variable having a affecting satisfaction with their work.
reliability value (Cronbach's Alpha) above 0.60, it can be
concluded that the measuring instrument in this study is This study reinforces the findings of which states that role
reliable. conflict does not affect job satisfaction, role conflict at high or
low levels does not affect employee job satisfaction [8]. which
states that role conflict has an effect on job satisfaction,
TABLE II. THE VALUE NORMALITY ONE –SAMPLE KOLMOGOROV
SMIRNOV TEST carrying out tasks at one boss but not in accordance with other
superiors, inadequate facilities in carrying out tasks and doing
Unstandardized tasks not in accordance with the desires will decrease job
Description Residual
satisfaction which indicates that the role of conflict [9].
N 130
Normal Parametersa,b Mean 0.0000000 This study provides results that explain the role overload
Std. Deviation 0.35494261
Most Extreme Differences Absolute 0.051
effect on employee job satisfaction. This is evidenced by the
Positive 0.048 significance value of 0,000 <0.05. This is consistent with the
Negative -0.051 proposed hypothesis that is influential on job satisfaction. Role
Test Statistic 0.051 overload has an influence on job satisfaction, meaning that the
Asymp. Sig. (2-tailed) .200c,d higher the role overload causes the lower the job satisfaction
a. Test distribution is Normal.
b. Calculated from data. and the lower the role overload causes the higher the job
c. Lilliefors Significance Correction.
d. This is a lower bound of the true significance.
satisfaction. There are various factors that cause role overload.
One cause is the increase in work.
Based on table II, the calculation results using the normality
test shows the sig value of KS-Z of 0.200> 0.05 so that the data Role overload is also not only caused by physical factors,
is said to be normal. namely the increase in the amount of work but also caused by
increased workload. Role overload can occur because of
expectations that are too big on the role of employees, meaning
TABLE III. SUMMARY OF RESULTS OF DATA that there are excessive expectations of something that can be
Variable T Sig F Sig done by employees.
Role conflict 0.627 0.532
4.597 0.000
58.573 0.000 Role overload affects job satisfaction. Supporting job
Role Overload
Adjusted R square 47.2 satisfaction causes lower levels of role overload [9]. Role
overload had an effect on job satisfaction. The occurrence of

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