ABSTRACT
Pertamina, as the only oil company in Indonesia, establishes a system of quality standards, namely ‘Pertamina Way’, to improve the quality of customer service. The operators not only needs to provide excellent service with smiles and greetings to customers with various characteristics, but also need to face complaints. On the other hand, their work can be considered quite dangerous because they are every day exposed to smoke from motor vehicles, and inhalation of vapors of diesel fuel. The working conditions have symptoms of stress. Therefore, this study aimed to get an overview of the level stress at work of operators. The design applied was non-experimental with descriptive method and administered to 34 operators in four gas stations in Bandung. Operators filled in a questionnaire about demographic data and measurement tools, that was adopted from a stress diagnostic survey from the theory of Ivancevich and Matteson (1980) and modified by the researcher. The results indicated the stress levels of operators as being low (18 respondents – 52.94%), moderate (15 respondents – 44.12%) and high (1 respondent – 2.94%). Most of the operators have work stress work at the low and moderate levels. It indicated that any external factor in a gas station after they gave services to their costumers is felt as being a psychological and/or physical demand that was appropriate for their job. Low and moderate levels of stress indicated that they have a positive impact stress, called Eustress. Eustress can be one of the indicators of well-being, especially psychological, that makes the operator feel happy with his/her work, builds a positive relationship with customers, and allows them to deal with the stress environment and also to regulate emotion.
