THE PARADOX OF DIGITAL TRANSFORMATION: JOB RESOURCES, TECHNOSTRESS, AND RETENTION INTENTION

Abstract

This study aims to examine the impact of Job Resources and Technostress on Job Engagement and their influence on Retention Intention among bank employees. Furthermore, this study investigates the mediating role of Perceived Organizational Support (POS) in navigating the digital transformation era. This study employed a quantitative research design, surveying employees at Bank XYZ, a large financial institution in Indonesia experiencing digital disruption. Data were analyzed using Structural Equation Modeling (SEM) to test the hypothesized relationships and mediation effects. The results showed that Job Resources significantly increased Perceived Organizational Support (POS). Technostress did not decrease employees' perceptions of organizational support. POS was a strong predictor of Work Engagement, which in turn became a key determinant of Retention Intention. POS was shown to strengthen the influence of job resources on job engagement. However, POS was found to be ineffective in mitigating the negative impact of Technostress. This study is limited to one banking institution in Indonesia. Future research should consider cross-industry comparisons to generalize the findings. This paper integrates the Job Demands-Resources (JD-R) model with Social Exchange Theory in the specific context of the transition from traditional to digital banking in emerging markets.