Gender Dynamics, Workload, and Job Satisfaction: Understanding Employee Motivation and Operational Failures at PT BRT

Elita Arya Maharani Marjuk; Andika Putra Pratama

doi:10.31004/koloni.v5i3.1092

Authors

Elita Arya Maharani Marjuk Innstitut Teknologi Bandung
Andika Putra Pratama Innstitut Teknologi Bandung

DOI:

https://doi.org/10.31004/koloni.v5i3.1092

Keywords:

gender dynamics; workload; job satisfaction; employee motivation; institutional catering

Abstract

The institutional catering industry depends heavily on human resources to maintain service quality and operational reliability. PT Boga Rasa Tama (PT BRT) has experienced recurring client complaints, employee turnover, and stagnant business performance, indicating underlying organizational challenges related to employee management. A qualitative single-case study design was employed using semi-structured interviews with seven purposively selected informants representing management, HRGA, supervisors, and operational employees, complemented by analysis of internal company documents. Data were analyzed using Braun and Clarke's six-phase thematic analysis and validated through methodological triangulation. The findings identified seven interconnected themes: gender dynamics, psychological safety, structural workforce insufficiency, recognition gap, family culture, kitchen–service communication breakdown, and the absence of formal human capital systems. Cross-theme analysis revealed that the lack of structured training, performance measurement, and recognition systems constituted the fundamental organizational condition underlying operational failures. Informal gender-based task allocation, excessive workload, weak psychological safety, and communication problems collectively reduced employee motivation and service reliability, while the family culture helped retain employees without resolving structural deficiencies. Strengthening formal human capital management systems is therefore essential for improving employee motivation, operational consistency, and long-term organizational performance in institutional catering companies.

References

Ahmed, S. K. (2024). The pillars of trustworthiness in qualitative research. 2(January), 0–3. https://doi.org/10.1016/j.glmedi.2024.100051

Arli, D., Esch, P. Van, & Weaven, S. (2024). The Impact of SERVQUAL on Consumers ’ Satisfaction , Loyalty , and Intention to Use Online Food Delivery Services The Impact of SERVQUAL on Consumers ’ Satisfaction ,. Journal of Promotion Management, 30(7), 1159–1188. https://doi.org/10.1080/10496491.2024.2372858

Bakker, A. B., & Vries, J. D. De. (2021). Job Demands – Resources theory and self- regulation : new explanations and remedies for job burnout explanations and remedies for job burnout. 5806. https://doi.org/10.1080/10615806.2020.1797695

Edmondson, A. C., & Bransby, D. P. (2023). Psychological Safety Comes of Age: Observed Themes in an Established Literature. In Annual Review of Organizational Psychology and Organizational Behavior (Vol. 10). https://doi.org/10.1146/annurev-orgpsych-120920-055217

Feinstein, R. (2012). Societies Without Borders Review of Framed by Gender : How Gender Inequality Persists in the Modern World by Cecilia L . Ridgeway Framed by Gender : How Gender Inequality Persists in the Modern World By. 7(1), 124–127.

Heilman, M. E., Caleo, S., & Manzi, F. (2024). Women at Work : Pathways from Gender Stereotypes to Gender Bias and Discrimination. 11, 165–192.

Heimerl, P., Haid, M., Benedikt, L., & Scholl-grissemann, U. (2020). Factors Influencing Job Satisfaction in Hospitality Industry. https://doi.org/10.1177/2158244020982998

ILO. (2020). Women in business and management: the business case for change.

Jin, H., & Peng, Y. (2024). The impact of team psychological safety on employee innovative performance a study with communication behavior as a mediator variable. 1–11. https://doi.org/10.1371/journal.pone.0306629

Mcanally, K., & Hagger, M. S. (2024). behavioral sciences Self-Determination Theory and Workplace Outcomes : A Conceptual Review and Future Research Directions.

Meuris, J., & Elias, A. (2023). Task interdependence and the gender wage gap : The role of the gender composition of an occupation. October 2022, 606–620. https://doi.org/10.1002/job.2677

Mohase, K., Donald, F., & Israel, N. (2025). Inclusive leadership , psychological safety , and employee voice in remote and hybrid work employees. 55(3), 432–446. https://doi.org/10.1177/00812463251365484

Nishii, L. H. (2013). THE BENEFITS OF CLIMATE FOR INCLUSION FOR GENDER-DIVERSE GROUPS. 56(6), 1754–1774.

Peters, M., Kallmuenzer, A., & Buhalis, D. (2019). Current Issues in Tourism Hospitality entrepreneurs managing quality of life and business growth. 3500. https://doi.org/10.1080/13683500.2018.1437122

Ryan, R. M., & Deci, E. L. (2020). Intrinsic and extrinsic motivation from a self-determination theory perspective: Definitions, theory, practices, and future directions Richard M. Ryan & Edward L. Deci. Contemporary Educational Psychology, 61(101680). https://doi.org/https://doi.org/10.1016/j.cedpsych.2020.101860

Shinde, D. S. (2025). Motivators and Hygiene Factors in Employee Retention : Insights from Herzberg Theory. 106–114. https://doi.org/10.53573/rhimrj.2025.v12n5.013

Shore, L. M., Randel, A. E., Chung, B. G., & Dean, M. A. (2011). Inclusion and Diversity in Work Groups : A Review and Model for Future Research. 37(4), 1262–1289. https://doi.org/10.1177/0149206310385943

Siscawati, M., Adelina, S., Eveline, R., Siscawati, M., Adelina, S., Eveline, R., & Anggriani, S. (2020). Gender Equality and Women Empowerment in The National Development of Indonesia Gender Equality and Women Empowerment in The National Development of Indonesia. 2(2). https://doi.org/10.7454/jsgs.v2i2.1021

Vansteenkiste, M., Ryan, R. M., & Soenens, B. (2020). Basic psychological need theory : Advancements , critical themes , and future directions. In Motivation and Emotion (Vol. 44, Issue 1). Springer US. https://doi.org/10.1007/s11031-019-09818-1