Emotional intelligence: the turnover puzzle unraveled through organizational supportand career adaptability

Abstract

This research aims to identify and analyze the impact of emotional intelligence on turnover retention at a bank in East Java, Indonesia by considering the mediating role of organizational support, as well as the moderating effect of career adaptability. Data was collected through a questionnaire distributed to frontline employees at one of the banks in East Java. Data analysis was carried out using descriptive statistical analysis for convenience of data characteristics and inferential data analysis using Structural Equation Model Partial Least Square (SEM-PLS) to test contextual relationships between variables. Data collection methods include questionnaires and semi-structured interviews to obtain primary data, while secondary data is obtained from documents, the internet, and literature. The research results show that emotional intelligence does not directly influence turnover intention but has an influence through the mediator Organizational support and is moderated by career adaptation. In conclusion, work environment factors unique to banking significantly impact an employee's decision to stay or leave a job. Organizational support is proven to be an essential mediator, while the level of career adaptability also plays a vital role in employee turnover intensity. Moreover, if an employee has high emotional intelligence and career adaptability is low, they will still have the intensity to leave their job.