How Do Digitalization, Self-Efficacy, and Family Support Influence Perceived Work-Life Balance Among Indonesia’s Service Sector Employees?

Endi Rekarti; Sri Yusriani; Kabul Wahyu Utomo; Shine Pintor Siolemba Patiro; Ferry Dwi Cahya Riftana; Pitri Yanti

doi:10.46245/ijorer.v6i5.887

Endi Rekarti Universitas Terbuka, Indonesia https://orcid.org/0000-0003-1366-7384
Sri Yusriani Universiti Sains Malaysia, Malaysia https://orcid.org/0009-0000-8576-1949
Kabul Wahyu Utomo Universitas Terbuka, Indonesia https://orcid.org/0000-0003-1854-7138
Shine Pintor Siolemba Patiro Universitas Terbuka, Indonesia https://orcid.org/0000-0001-7912-4724
Ferry Dwi Cahya Riftana SCM Practitioner , Netherlands
Pitri Yanti Universitas Pendidikan Indonesia, Indonesia https://orcid.org/0009-0008-1402-6240

DOI: https://doi.org/10.46245/ijorer.v6i5.887

Keywords: Digitalization at Work, Self-Efficacy, Family Support, Service Sector, Perceived Work-Life Balance

Abstract

Objective: This study explores how digitalization, self-efficacy, and family support affect perceived work-life balance (PWLB) among service sector employees in Indonesia. While past research has primarily focused on public servants, this study shifts the lens toward private service workers who face unique pressures and demands in balancing professional and personal responsibilities. Method: A quantitative approach was employed, involving 383 service sector employees across five provinces: South Sumatra, Batam Island, Jakarta, Surabaya, and Banten. Participants were over 25 years old, employed since at least 2018, and selected through purposive non-probability sampling. Data were collected via online questionnaires and analyzed using IBM SPSS 23. Results: The findings demonstrate that digitalization, self-efficacy, and family support each have a positive and significant impact on employees’ perceived work-life balance. Digital tools enhance task efficiency, self-efficacy improves confidence in role management, and family support strengthens emotional resilience. Novelty: This study uniquely focuses on service sector employees outside the public sphere, highlighting how personal and structural factors interplay in shaping work-life balance. The inclusion of digitalization and family dynamics offers a holistic understanding of employee well-being in a rapidly evolving professional environment.

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Author Biographies

Endi Rekarti, Universitas Terbuka

Doctor with research interest in Entrepreneurship, Marketing Science, Organization, Strategic Management. Dr. Endi Rekarti is a senior lecturer and the main mentor for FORKOMPROMI, a platform for communication and creativity within the MM Program, where students and alumni collaborate at the Open University Postgraduate School.
https://orcid.org/0000-0003-1366-7384

https://www.researchgate.net/profile/Endi-Rekarti

Sri Yusriani, Universiti Sains Malaysia

Sri Yusriani Syamsuri is the leader of the FORKOMPROM! alumni association MM UT and a lecturer in Postgraduate Studies at the Indonesian Open University, specializing in Communication Science, Operations Research, and HR Management. She defended her master’s thesis in January 2024 as the top alumna and is now pursuing her PhD at GSB, Universiti Sains Malaysia (USM). She loves reading and writing and lives by the slogan: "Happy working, happy learning, happy researching!"

She has excelled in supply chain management and HRM at FK Distribution Denmark and contributed to ICRC Denmark. A skilled writer and public speaker, she has mentored over 80 authors, won multiple best paper and presenter awards, and serves as a journal reviewer.

Her educational background includes Geography (Padang State University), Arabic Language Education (Indonesian Education University), and Polish Studies (Jagiellonian University, Krakow). Since 2022, she has also attended Sprogskoler in Denmark.

Yusriani has received top awards at IEOM (Dubai & Tokyo), ISBEST, ICBEM, ISC-BEAM UNJ, SCBTII Telkom University, and ICHESMET (Dec 2024). From September 2024 to March 2025, she is joining the WESEP training course (EU ErasmusPlus Project, Luxembourg) as a women's representative from the Danish community.

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???? ResearchGate: https://www.researchgate.net/profile/Sri-Yusriani

Kabul Wahyu Utomo, Universitas Terbuka

Dr. Kabul Wahyu Utomo is a senior lecturer in the Master of Management Program at Universitas Terbuka (Indonesia Open University), Jakarta, Indonesia. He began his academic career in 2004 at Trilogy University and has since established himself as an expert in Human Resource Development. Dr. Kabul holds a Doctorate in Management from Gadjah Mada University, Yogyakarta, Indonesia. His research primarily focuses on human resource issues both domestically and internationally, with particular emphasis on leadership, organizational behavior, workplace dynamics, political skills, and humanitarian challenges.

His scholarly work has been published in various reputable Sinta-indexed and Scopus-indexed journals. As a distinguished expert in human resource management, Dr. Kabul has received numerous "Best Paper" awards, often alongside his students from the Graduate School of Universitas Terbuka. He currently serves as the Head of the Master of Management Program at Universitas Terbuka, where he continues to lead and inspire academic excellence.

kabulwahyu@ecampus.ut.ac.id

https://www.researchgate.net/profile/Kabul-Utomo

https://orcid.org/0000-0003-1854-7138

Shine Pintor Siolemba Patiro, Universitas Terbuka

Dr. Shine Pintor Siolemba Patiro is a distinguished Associate Professor at the Faculty of Economics and Business, Postgraduate Studies, Universitas Terbuka Indonesia, where he currently serves as the Vice Director of Non-Academic Affairs at the Postgraduate School. He earned his doctoral degree from Universitas Gadjah Mada in Yogyakarta, Indonesia, in 2016.

Dr. Patiro is a prolific author who has published numerous books and scientific articles in Scopus-indexed journals, international conference proceedings, and Sinta-indexed journals. He has also received several best paper awards. As a senior lecturer, department head, and passionate researcher in scientific writing, he consistently inspires and motivates his students to achieve academic and professional excellence.

With a deep passion for scientific writing and renowned expertise in quantitative research, Dr. Patiro is widely respected in his field for his scholarly contributions and mentorship. His research is published in reputable Sinta-indexed journals, international conference proceedings, and high-impact Scopus-indexed journals.

Together with Dr. Rekarti, Sri Yusriani and his team, he has received top awards at the IEOM Master's Thesis Competition and Dissertation Awards (1st place, Dubai & Tokyo), ISBEST 2023, ICBEM, ISC-BEAM UNJ, SCBTII Telkom University (July 2024), and ICHESMET (Dec 2024) in Kuala Lumpur, winning Best Research Paper and Best Presenter in the Humanities and Management track.

ORCID: https://orcid.org/0000-0001-7912-4724

https://www.researchgate.net/profile/Shine-Pintor

Ferry Dwi Cahya Riftana, SCM Practitioner

Ferry Dwi Cahya Riftana

Alumnus of the Human Resource Management Program, Universitas Terbuka,

SCM Practitioner Groningen Netherlands

Email: ferrydwicahyariftana@gmail.com

https://scholar.google.com/citations?user=7miBCqgAAAAJ&hl=en

Pitri Yanti, Universitas Pendidikan Indonesia

Pitri Yanti

Doctoral Program Faculty of Economics and Business Education Universitas Pendidikan Indonesia, Jl. Dr. Setiabudi No.229 Bandung

Pitri Yanti is a doctoral student at the Faculty of Economics and Business Education, Universitas Pendidikan Indonesia, located at Jl. Dr. Setiabudi No.229, Bandung. She is also a lecturer at Bina Darma University, Palembang, and an alumna of Universitas Sriwijaya. She is currently pursuing her doctoral program at UPI Bandung. Pitri Yanti has a deep interest in research areas such as Marketing, Green Marketing, Technology, Business Communication, CRM (Customer Relationship Management), and CSR (Corporate Social Responsibility). Her research papers have been widely published in Sinta-indexed and Scopus-indexed journals, as well as in international proceedings. She has also received multiple Best Paper awards for her outstanding research contributions.

Email: pitri0816@upi.edu

https://orcid.org/0009-0008-1402-6240

https://scholar.google.com/citations?hl=en&user=w_k_DBgAAAAJ

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