Emotional Support and Work Motivation as Drivers of Job Satisfaction: The Mediating Role of Quality of Work Life

Rifqohhul Husna; Arum Wardani Nusandani; Rusmalia  Dewi

doi:10.61987/jemr.v5i5.3210

Authors

Rifqohhul Husna Universitas Semarang, Indonesia
Arum Wardani Nusandani Universitas Semarang, Indonesia
Rusmalia Dewi Universitas Semarang, Indonesia

DOI:

https://doi.org/10.61987/jemr.v5i5.3210

Keywords:

Emotional Support, Work Motivation, Quality of Work Life, Job Satisfaction, Account Officers

Abstract

Job satisfaction is a critical factor in sustaining employee well-being and organizational effectiveness in the banking sector, where Account Officers (AOs) face demanding targets and heavy workloads. This study examines the effects of emotional support and work motivation on job satisfaction, both directly and indirectly through Quality of Work Life (QWL). A quantitative explanatory approach with a cross-sectional design was employed. Data were collected through online questionnaires from 82 AOs working in 17 banking institutions. The data were analyzed using partial least squares structural equation modeling (PLS-SEM) with SmartPLS. The results indicate that emotional support and work motivation positively affect job satisfaction and QWL, while QWL also positively affects job satisfaction. All seven hypotheses were supported. QWL partially mediates the relationships between emotional support and job satisfaction and between work motivation and job satisfaction. The model explains 78.6% of the variance in job satisfaction and 52.4% in QWL. These findings contribute to the literature by integrating emotional support, work motivation, and QWL into a single explanatory model. Practically, banking institutions should strengthen empathetic supervision, employee motivation, competency development, and working conditions to improve job satisfaction.

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