i

THE RELATIONSHIP BETWEEN PSYCHOLOGICAL HAZARD FACTORS

TOWARD JOB SATISFACTION AND ENGAGEMENT IN PUBLIC SECTOR

NURUL FAZREEN BINTI ABD HAMID

Thesis submitted in fulfilment of the requirements for the award of Bachelor Degree

of Technology Management (Production and Operation) with Honors

Faculty of Technology Management and Business

Universiti Tun Hussein Onn Malaysia

JANUARY 2018

ii

I hereby declare that the work in this project report is my own except for quotations

and summaries which have been duly acknowledged

Student : ………………………………..……..

NURUL FAZREEN BINTI ABD HAMID

Date : ………………………………………….

Supervisor : ………………………………………

MADAM SITI ANISAH BINTI ATAN@YAAKUB

Date : ……………………………………………..

iii

DEDICATION

Alhamdulillah. Thank you to Allah for his merciful.

This thesis I dedicated to my beloved parents,

Abd Hamid bin Kamsin and Zalila binti Adenan,

Who have always stressed the importance of education, gave me moral and

emotional support, and and persistent determination to be whatever I wanted to be in

life without limitations.

Not forget to my lovely siblings,

Faizal, Fatihah and Fikri,

Who always give motivation and inspiration to me.

For my friends that help and support me whenever I need.

Thank you for everything.

iv

ACKNOWLEDGEMENT

All praises, thanks and adoration are due to Almighty Allah for the good health and

wellbeing that were necessary to complete this research. I am more than grateful to

Hi m for seeing me through this course.

I am extremely thankful and indebted to my supervisor, Madam Siti Anisah

binti Atan@Yaakub, whose help, stimulating suggestions, useful critiques and

encouragement helped me in all the times of study and analysis of the pre and post

research period.

My appreciation to the members of staff of the Faculty of Technology

Management and Business of Universiti Tun Hussein Onn Malaysia for giving fully

cooperation and providing a comfortable environment that enhanced my study.

To my family, thank you for your moral support and words of

encouragement. You are well appreciated. I am without any doubt indebted to my

siblings. Thanks for touching my life in a special way. My utmost gratitude goes to

my parents. You are indeed a blessing to me. Thank you for believing in me.

Finally, I dedicated my appreciation to my friends who always shared knowledge and

give support to me. Thank you for all the commitment and cooperation.

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ABSTRACT

A review of psychological hazard occur in public sector shows that 0.5 to 1 percent

of employees in public sector faced psychological and mental health problem. The

purpose of this research is to identify the factors that contribute to psychological

hazard in public sector and to determine the relationship between the factors of

psychological hazard towards job satisfaction and engagement in public sector. Two

hypothesis were examined while considering two factors; nature of work and

personal. Research was conducted at Faculty of Technology Management and

Business, Universiti Tun Hussein Onn Malaysia. Academic and administration staff

were the respondents of this research and are estimated to be 86 respondents. A

quantitative approaches was used to collect data which is survey questionnaires.

Statistical Package for Social Science (SPSS) was been used to analyse the data

collected. According to this research, the result shows that there is a significant

relationship between the psychological hazard factors towards job satisfaction and

engagement in public sector. Hypothesis A, which is the nature of work bring more

significant impact with the correlation value is 0.392. Hypothesis B, which is the

personal factor bring less significant impact with the correlation value is 0.316.

Furthermore, the data obtained from this research can be used to suggest the good

working environment and ways for staff to overcome this hazard. Due to this, it also

can help them to improve their job satisfaction and engagement.

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ABSTRAK

Kajian semula bahaya psikologi berlaku di sektor awam menunjukkan bahawa 0.5

hingga 1 peratus pekerja di sektor awam menghadapi masalah kesihatan psikologi

dan mental. Tujuan penyelidikan ini adalah untuk mengenal pasti hubungan di antara

faktor-faktor bahaya psikologi terhadap kepuasan dan penglibatan kerja di sektor

awam. Dua hipotesis diperiksa semasa mempertimbangkan dua factor iaitu sifat kerja

dan factor peribadi. Penyelidikan dijalankan di Fakulti Teknologi Pengurusan dan

Perniagaan, Universiti Tun Hussein Onn Malaysia. Staf akademik dan pentadbiran

adalah responden yang terlibat dalam kajian ini dan anggarannya adalah 86

responden. Pendekatan kuantitatif digunakan untuk mengumpul data yang

merupakan soal selidik tinjauan. Pakej Statistik untuk Sains Sosial (SPSS) telah

digunakan untuk menganalisis data yang dikumpul. Menurut kajian ini, hasil

menunjukkan terdapat hubungan yang signifikan antara faktor bahaya psikologi ke

arah kepuasan kerja dan penglibatan dalam sektor awam. Hipotesis A, iaitu sifat

kerja membawa impak yang lebih penting dengan nilai korelasi ialah 0.392.

Hipotesis B, yang merupakan faktor peribadi membawa impak kurang penting

dengan nilai korelasi ialah 0.316. Selain itu, data yang diperoleh daripada

penyelidikan ini boleh digunakan untuk mencadangkan persekitaran kerja yang baik

dan cara kakitangan mengatasi bahaya ini. Disebabkan ini, ia juga boleh membantu

mereka meningkatkan kepuasan dan penglibatan mereka.

vii

TABLE OF CONTENTS

TITLE i

ACKNOWLEDGEMENT ii

ABSTRACT iii

CONTENTS iv

LIST OF TABLE xi

LIST OF FIGURE xiii

LIST OF APPENDIX xiv

CHAPTER 1 INTRODUCTION

1.0 Introduction 1

1.1 Research Background 4

1.2 Problem Statement 4

1.3 Research Question 6

1.4 Research Objective 6

1.5 Research Scope 7

1.6 Significance of Study 7

CHAPTER 2 LITERATURE REVIEW

2.1 Introduction 8

2.2 Psychological Hazard 8

2.2.1 The Nature of Work 9

viii

2.2.2 Personal factor 11

2.3 The Relationship between Psychological Hazard

Factors toward Job Satisfaction and Engagement 14

2.4 Ways to Overcome The Psychological Hazard 16

2.4.1 Increase the employee motivation by training 16

2.4.2 Provide reward to the performing employee 17

2.4.3 Having a special event to build familiarity

between employees and the company 18

2.4.4 Establish a conducive work environment to

improve performance 19

2.4.5 Having good communication between

Employees 20

2.5Research Framework 23

CHAPTER 3 METHODOLOGY

3.1 Introduction 24

3.2 Research Design 24

3.2.1 Questionnaires 25

3.2.2 Data Collection 25

3.2.2.1 Primary data 26

3.2.2.2 Secondary data 26

3.2.3 Data Collection Instrument 26

ix

3.2.3.1 Questionnaire 27

3.3 Research Process 29

3.4 Sampling 30

3.4.1 Population 30

3.4.2 Sample 31

3.5 Data Analysis 32

3.6 Summary 32

CHAPTER 4 DATA ANALYSIS AND RESULT

4.1 Introduction 33

4.2 Rate of Responds 33

4.3 Reliability 34

4.4 Respondents Demographic Analysis 35

4.5 Normality Test 42

4.6 Descriptive Analysis 43

4.6.1 The Psychological Hazard Factors 43

4.6.2 Job Satisfaction and Engagement 44

4.7 Correlation Test 44

4.7.1 The Relationship between The Nature of

Work towards Job Satisfaction and

Engagement 45

x

4.7.2 The Relationship between Personal towards

Job Satisfaction and Engagement 46

CHAPTER 5 CONCLUSION AND RECOMMENDATION

5.1 Introduction 47

5.2 Discussion 47

5.2.1 Identifying the factors of psychological

hazard in public sector 49

5.2.2 Identifying the relationship between

psychological hazard factors towards job

satisfaction and engagement in public sector 51

5.3 Conclusion 52

5.4 Research Limitation 52

5.4.1 Time 52

5.4.2 Respondent 52

5.5 Recommendation 53

5.5.1 Recommendation for Faculty of Technology

Management and Business, UTHM 53

5.5.2 Research for The Future 54

5.6 Summary 54

REFERENCES 56

APPENDICES 60

xi

LIST OF TABLE

NO. OF

TABLES TITLE PAGE

Table 3.1 Respondent profile 27

Table 3.2 Ordinal scale question 28

Table 3.3 Linkert scale question 28

Table 3.4 Krejcie and Morgan Table 31

Table 4.1 Rate of responds 33

Table 4.2 Inter-Item Consistency value for Cronbach

Alpha 34

Table 4.3 Cronbach Alpha value for each dimension 34

Table 4.4 Gender Analysis 35

Table 4.5 Race Analysis 36

Table 4.6 Age Analysis 37

Table 4.7 Marriage Status Analysis 38

Table 4.8 Level of study Analysis 39

Table 4.9 Grade Analysis 40

Table 4.10 Work Experience Analysis 41

Table 4.11 Kolmogorov-Smirnov Test for The Factor of

Psychological Hazard 42

Table 4.12 Kolmogorov-Smirnov Test for Job

Satisfaction and Engagement 42

Table 4.13 The Tendency Level for The Mean Value 43

Table 4.14 The Distribution Analysis of The

Psychological Hazard Factors 43

Table 4.15 The Distribution Analysis of Job Satisfaction

and Engagement 44

Table 4.16 Correlation coefficients size 45

xii

Table 4.17 Correlation Test 45

Table 5.1 Results Analysis 48

xiii

LIST OF FIGURE

NO. OF

FIGURE TITLE PAGE

Figure 3.1 Survey Methodology Flow Chart 29

Figure 4.1 Gender 35

Figure 4.2 Race 36

Figure 4.3 Age 37

Figure 4.4 Marriage status 38

Figure 4.5 Level of Study 39

Figure 4.6 Grade 40

Figure 4.7 Work experience 41

xiv

LIST OF APPENDICES

NO.OF

APPENDIX TITLE PAGE

Appendix A Questionnaire 60

Appendix B Reliability test 65

Appendix C Descriptive analysis 68

Appendix D Normality test 72

Appendix E Correlation test 73

Appendix F Vita 74

1

CHAPTER 1

INTRODUCTION

1.1 Introduction

Occupational health and safety is a field that aim for worker’s safety and health

(Deros et al, 2012). It is the most important aspect in organisation. By that,

government introduced Occupational Safety and Health Act 1994 (OSHA 1994) on

25 February 1994. it is employer’s responsible in order to take care of their worker’s

safety and health in workplace. The role of employer are important and influence

their worker that can guarantee good environment in workplace (Fernandez et al.,

2007). Organization and social factors should not be overlooked as these factors also

affect worker safety.

The main objective of OSHA 1994 is to make sure safety, health and welfare

of their workers, protect workers in workplace than those are working, encourage

good workplace environment that suits to psychology and physiology of workers in

workplace, establish a legal system based on the regulations and industry codes of

practice in addition to the provisions of the act. Employer will be fined RM50,000 or

two years imprisonment or both if failure to comply the provision (Harian Metro,

2016).

2

Occupational Health and Safety Act does not detail the whole of what is

meant by the word as far as practicable, that stated only factors to be taken into

account in determining the meaning of this word. These factors are as follows :

1. Determine how serious the hazard or risk.

2. Knowledge about the hazard or risk and the way to overcome it.

3. The existence of suitable way to reduce the hazard or risk.

4. Cost that be used in order to overcome the hazard or risk.

These factors are important as a reference or guide for employers and self-

employed person in practicing the burden of responsibility on their shoulder. In other

word, these factor also important for doing good decision in court. Employers and

self-employed persons are also obligated to persons other than their employees as far

as practicable to ensure they are not exposed to hazards from the workplace and

provide information about the activities in the workplace (Jabatan Peguam Negara,

2010).By having enforcement on OSHA 1994, the world of work and industry in

Malaysia has entered a new era with serious attention given to the safety and health

of employees (Deros et al, 2012). The existence of the act introduced by government

has managed to achieve its objective of providing a safe work environment and

healthy not only for workers but anyone who was at workplace,

Hazard is any situation that can give bad impact to the health and safety of

people or to damage plant and equipment in the workplace. In other words, hazard

can be define as anything that could hurt someone either physical or mental. In

workplace, there are three types of hazard which are physical hazard, biological

hazard and psychological hazard. Three steps can be taking in order to manage health

and safety at work, which are spot the hazard (1), assess the risk (2) and make the

changes (3).

Psychological hazards terms are the relationship between individual’s thought

and behaviour. In others word, psychological hazard is a factor that an individual

may have a predisposition to with which he will struggle psychological. By having

psychological hazard, someone can caused undue stress or act as a trigger for mental

illness and failed to make a good decision in their work. The most worrying problem,

stress caused dangerous disease such as high blood pressure, heart attack and lower

the body’s defences. It also affected work performance and individual social life. By

3

that, organization should not be ignored their worker’s health so that they work

efficiently.

In Malaysia, psychological are not to be expose because it cannot be seen

clearly. Media are more eager to report about physical hazard that sometime caused

death. Psychological are related to mental health which include feeling, thoughts and

behaviours. Besides, it is also related to the ability to interact well with other people,

groups and environment and how to handle the responsibilities, challenges and

pressure that arise in every life. Mentally healthy is the ability to maintain

harmonious relations with others participate in community activities and can

contribute in the community (The World Health Organization, 2016).

Even though these issue have been around many years, psychological hazard are only

now being recognized as potential workplace hazard. By that, employer and

organisation should take an action to prevent their worker from getting psychological

hazards.

Job satisfaction is work perception and the degree which there is good fit

between employee and the organization. Job satisfaction also can be observe as a

general attitude of the employee based on combination of reactions that linked on

psychological, physiology and environment orders or disorders that make employee

satisfied enough on doing their job ( Waqas et al., 2014). Job satisfaction also can be

defined as an achievement of worker when doing their job that be related to

productivity towards personal well-being. Elizabeth George and Zakkariya K.A.

(2017) defined job satisfaction as an attitude of the employee that will bring results

of the awareness of their job which produce good combination between individual

and organization.

Employee engagement is a wide topic that tells us about relationship between

employees and the organization. Shmailan (2016) defined employee engagement as

the willingness of the employee by using their skills in order to increase the

successfulness of the organization by being in various situations. Employee

engagement determine the involvement of the employee in doing their works that

will creates positive influences to other workers that would increase the importance

of their workplace ( Mun Y.S. et al, 2013). Rao (2017) defined employee

engagement as the employees been prepared enough either in physical nor mental to

implement the vision and mission of their organization. Different expectations and

aspirations of employees make it too challenging to engage them.

4

1.2 Research Background

This research was handled Faculty of Technology Management and Business in

Universiti Tun Hussein Onn Malaysia (UTHM). The public workers that have been

mentioned were including lecturers and administration staff. They was involved in

this research in order to know the relationship of psychological hazard factors toward

job satisfaction and engagement. By know the result, it shown that psychological

hazard affect their performance or not.

1.3 Problem statement

Based on Dewan Bahasa dan Pustaka (2013), work can be defined as doing duties,

activities, task to get money in order to survive in their life. But, sometimes work can

bring adverse consequence for health and wellbeing. Mental health and personal

wellbeing are including in the risk of psychological hazard in workplace.

Psychological hazard can happen in variety field of work including as a technician.

Usually, company or organization will only expose physical hazard rather than

psychological hazard. It is caused, psychological hazard is something that cannot be

seen clearly. Employer did not notice it except the employee report on what was

happen. Some employees are afraid to report any problem or disruption in the

workplace that make them vulnerable to psychological hazard.

Psychological hazard is related about integrity in someone life. Based on

Kamus Dewan Bahasa dan Pustaka (2013), integrity can be defined as honesty and

having strong moral principles in any situation. Lately, too many issues that related

to integrity were being said especially among public servants. Integrity issue are

related with ethic issue and individual lessons and organisation (Utusan Malaysia,

2016). Base on study from Megat Ayop Megat Arifin dan Abd. Halim Ahmad

(2016), it was declare that performance and integrity of public servants in Malaysia

still in problematic stage. There are many cases of wrongdoing that involved by

public servants.

5

Figure 1.1 : Factors of Psychological Hazards.

Adapted from Best Practices Guidelines for Occupational Health and Safety in the

Healthcare Industry, 2011.

This purpose of this study is to determine the psychological hazards that

occur in workplace. By this study, employer will know the hazards and can find the

way to overcome the hazards. Employees are the most important person in

organization. The best employees with good health in physical and mental will

produce excellent company. Company’s target will be achieved by that.

The research method that been used is quantitative data. Based on

Dictionary.com (2017), quantitative can be define as the data that been collected may

be estimated by quantity. Besides, it is relating to the describing or measuring of

quantity because this study will be conduct relevant questionnaire that will be

answered by the technician. Next, interview will be conduct too in order to get more

information about psychological hazard. Quantitative research is about asking people

for their opinions in a structured way so that you can produce hard facts and statistics

to guide you. To get reliable statistical results, it’s important to survey people in

fairly large numbers and to make sure they are a representative sample of your target

market.

Public servants did not notice that sometime their daily jobs are conflict

towards their integrity as public servants (Harun, 2014). The thing happen during

their daily job looks like ordinary but actually it was disciplinary problems that have

a conflict to their values and ethics as a public servant. According to Hamsa (2015),

5000 over 1.61 million of public servant been monitored by Public Service

Department because there were identified having a disciplinary problem such as skip

their work, coming late to office, more interest to side job rather than their usual job

and lost the focus. Their work performance is under 60 percent because of the

Work Organizational

• Technology change

• Workload

• Lack of fairness

•Role ambiguity

Personal

• Depression

• Age-related factor

• Work-life conflict

• Presenteeism

6

disciplinary problems. Before their service will be terminated, they are having a

chance in order to fix their work performance within six month. They will be

terminated if not taking any action toward it. According to Momin (2016), job

satisfaction can be created and it should not be oriented only to certain factors.

Besides, a research about Job Satisfaction towards worker in Malaysia has been

conduct by JobStreet.com and it shown that 78 percent of their respondents are not

happy doing their work (Utusan Online, 2012). Besides, it states that 0.5 to 1 percent

from 1.4 million employee of public sector in Malaysia which face psychological

problems and mental health (Kasan, 2012, October 10).

1.4 Research Question

Based on the problem statement stated, the research questions are:

1. What are the factors that contributed to psychological hazard in public sector?

2. What is the relationship between factors of psychological hazard towards job

satisfaction and engagement?

1.5 Research Objective

This study aims to:

1. To identify the factors that contributes to psychological hazard among

employee in public sector;

2. To determine the relationship between the factors of psychological hazard

towards job satisfaction and engagement in public sector. In order to reach

these objectives, a survey and an interview will be carrying out.

7

1.6 Research Scope

This research was conducted in public sector which is Faculty of Technology

Management and Business, Universiti Tun Hussein On Malaysia. The respondent

consist of academic and administration staff which employee of public sector. This

research was used quantitative approach method by using survey questionnaire. This

research also to define the factors that contribute to psychological hazard and to

determine the relationship between psychological hazard factors towards job

satisfaction and engagement.

1.7 Significance of study

This study was significant in promoting good work environment in the workplace.

Many employees experienced this hazard, but they did not know how to handle it. By

understanding the factors, either employee or employer will educate on how to do

and what to do to overcome the hazard.

8

CHAPTER 2

LITERATURE REVIEW

2.1 Introduction

Based on Amani Dahaman (2011), literature review is a review of any information

that the researcher get from journals, books, and previous research in order to carry

on the new research. Literature review is collecting data about the problem based on

the research’s title by the researcher. A researcher will figure out on what has been

learned by others about issues that are similar to the problems examined. Other than

that, literature review is a systematic process which in need to give high focus in

reading and attention. Based on Fauzi and Zainodin (2014), the importance of

literature review is to identify the variables of the research. Usually, by having a

literature review, it will help the researcher to find the clear idea about the variables

of the research. Then, literature review will help researcher to find the definition of

certain term about the research. All of the information used in this literature review

based on reference obtained.

2.2 Psychological hazards.

Societal issues may also predispose individuals to conditions or behaviours that may

cause psychological effects work organizational factors, health factors and

9

environment factors have significant impacts on the psychological health of worker.

The legislation states that employer must ensure the health and safety of all workers

at the work site. Psychological injuries may impact to health and safety of workers

and other workers. Then, senior’s management should know on how to identify and

controlling psychological hazards in workplace. All the incidents either physical or

psychological should be reported and investigated. It was the way on how an

employer should be responsible to their workers. Based on book titled, Best Practices

for the Assessment and Control of Psychological Hazards (2011), psychological

hazards identified caused result of stress. Stress is a psychological response to

demand. Stress will effect worker to feel not interesting doing their work, low

communication with other workers and etc. Every worker has different level of

stress. By that, worker should know on how to control their stress in workplace.

Many factors that can contribute towards the development of stress which will

leading to psychological injuries. The factors will be divided into three categories.

2.2.1 The Nature of Work

Work organizational factors are conditions of work that have been widely implicated

in the literature as stressors for workers. Psychological hazards of working alone

relate to the potential threat of violence or abuse that may be increased when there is

no one else present to intervene or deter acts of violence. Employees are poor in

communication to others. By that, it will be in danger when something emergency

happen. Where possible, the employer should schedule and organize work so that

workers are not required to work alone. Working alone can increase the likelihood of

some workplace hazards or risks occurring. And when incidents occur, the

consequences can be more severe when people work alone.

The risks of working alone are rarely understood. When we think of working

alone our minds usually turn to farmers on tractors, nurses in remote areas, security

guards on a lonely beat or tradesmen working domestically. All raise very real

security or physical risks. However, these are the tip of the iceberg and often skew

businesses’ perception of the hidden risks. It is important to consider all situations

carefully. Working alone includes all employees who may go for a period of time

10

where they do not have direct contact with a co-worker. For example, the receptionist

in a large office building may be considered a "lone" worker. Alternatively, a

construction worker who is doing work in a bathroom or other location that cannot

be seen by co-workers may also be considered a lone worker. Other examples are gas

station attendants, convenience store clerks, food outlet employees, taxi drivers,

home care employees, social service workers, security guards or custodians. While it

is not always hazardous to work alone, it can be when other circumstances are

present. Whether a situation is a high or low risk will depend on the location, type of

work, interaction with the public, or the consequences of an emergency, accident,

injury, etc. This wide variety of circumstances makes it important to assess each

situation individually.

Advances in technology have contributed to improved healthcare by

improving diagnostic tools and treatment options. Clinical technology may include

medical devices, clinical procedures and services, drugs and pharmaceuticals, and

information technology. In addition, technological advances in communication have

changed the way healthcare is delivered and enabled efficient and effective

management of medical records. This change creates dissatisfaction for the lower

skilled workers because of their inability to adapt to the new manufacturing process.

Work dissatisfaction reduces the performance of workers and, in turn, company

performance is negatively affected. Hence, the strategies related to the use of

sophisticated technology and to manage human resources for the production of

garments for the international markets are crucial (Zafar et al, 2014). The process of

change is a phenomenon that takes place in organizations large and small. The

changes in competition, technology, and the ongoing development and evolution of

organizations are just some of the issues contributing to organizational change.

Specifically, psychological detachment represents the cognitive

disengagement from work during off-job time. It means that an individual stops

thinking about work and being occupied by work-related affairs and problems when

he is not at work. Relaxation is a process generally associated with leisure activities.

It refers to feeling calm and peaceful. Heavy workloads can negatively affect the

psychological well-being of employees, their blood pressure and heart health, the

stability of their family relationships, and their safety in the workplace. All of these

negative effects can fluctuate on a daily basis based on the employees' perception of

the amount of work they have to do.

11

Fairness at work has been an important research topic in the field of

organization behaviour, only recently has fairness gained attention among

occupational stress researcher. In the last few years, a small but growing literature

has found associations between a lack of fairness at work and a decline in employee

health indicated by lower self-rated health status, increase sick leave, and more

psychiatric disorders (Palaiologos et al, 2011). Employees’ perceptions of and

responses to fairness at the workplace, termed organizational justice, have been

important topics in organizational psychology. Employees who perceive unfairness

in the workplace may experience feelings of under-appreciation, lack of respect and

recognition. Furthermore, the presence of hierarchal divisions and cliques increases

the potential for perceptions of unfairness, breaks connections between employees

and prevents groups from working together.

Fairness does not exclusively revolve around the schedule, it just happens

that these are some of the top issues within the category. Fairness or the lack of

fairness can be perceived in many different areas of the workplace. Fairness is

important for a good workplace, unfairness is often workers’ actual experience (

Belwalkar and Limaye, 2015).

Role ambiguity can be defined as the lack of information available to perform

one’s responsibilities effectively (Srikanth and Jomon, 2013). Individuals

experiencing role ambiguity lack adequate information about what their

responsibilities are and insufficient information about the process to accomplish

these responsibilities. Role ambiguity, the lack of clear and specific information

regarding work role requirements, has also been linked repeatedly with job stress and

low job satisfaction. According to Nicolaidis and Katsaros (2011), a person with a

high tolerance of ambiguity perceives ambiguous situations as desirable, challenging

and interesting; tends to think creatively; and approaches changes and problems from

innovative perspectives.

2.2.2 Personal factor

According to Posen (2016), stress can be defined as reaction of someone because of

something that burdens them. Besides, stress also can be defined as illness that can

lead to depression. Stress can be defined as the reaction of body towards challenge