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