Peran Mediasi Technostress Dalam Hubungan Beban Kerja dan Kinerja Karyawan: Studi Pada Kurir Last-Mile Delivery Di Kabupaten Garut
DOI:
https://doi.org/10.35870/jemsi.v12i5.7079Keywords:
Workload, Technostress, Employee Performance, Last-Mile Delivery, Garut, PLS-SEMAbstract
The growth of e-commerce has placed last-mile delivery courier workers at national expedition companies in Garut Regency under simultaneous physical and digital demands, yet the psychological mechanism linking this dual pressure to performance decline remains empirically unresolved. This study tests technostress as a full mediator between workload and employee performance using a quantitative explanatory design on 60 active couriers via purposive sampling and PLS-SEM analysis (SmartPLS 4.0, 5,000-subsample bootstrapping). Four findings are confirmed: (1) workload predicts technostress with a very large effect (β=0.688; f²=0.897); (2) technostress significantly degrades performance (β=−0.486; p<0.001); (3) workload has no significant direct effect on performance (p=0.302); and (4) technostress fully mediates the relationship, accounting for 73.1% of the total effect (β=−0.329; p=0.002). These findings establish technostress as the missing link explaining prior inconsistencies in the literature, while indicating that mitigating digital pressure is more effective than merely reducing delivery volume.
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