Konflik dan Kesamaran Peranan dalam Kalangan Personel Teknologi Maklumat (Conflict and Role Ambiguity among Information Technology Personnel in Army Services in Malaysia)

Abstract

The study analyses the existence of role conflict and role ambiguity among information technology (IT) personnel in the army services in Malaysia. This study also attempts to determine whether there is any difference between role conflict and role ambiguity based on demographic factors such as age, gender, management group and duration of service in the army. Variables such as task satisfaction and role overload were also examined to determine their correlation with role conflict and role ambiguity. A total of 83 IT personnel including army officers and other ranks from selected army organisations within Kuala Lumpur were sampled. This study, which was conducted in 2005 employed survey method with questionnaires as instrument to collect the data. The data analysis supports the hypothesis regarding the existence of role conflict and role overload among IT personnel in the army service. However, the overall level of role conflict and role overload is low. There is significant difference of role conflict between age and gender. IT personnel do not experience role ambiguity, instead they show high role clarity regarding work objectives, scope of work, responsibilities and role undertakings. The findings also show the correlation between role conflict and role overload but no significant correlation can be seen between role conflict and job satisfaction. This research is intended to inform the Malaysian Army policy makers about the importance of a conducive working environment. Top management must be aware of the continuous stress experienced by IT personnel and seek to overcome the problem.

Keywords: Role conflict, role ambiguity, IT personnel, Army service, role overload.

ABSTRAK

Kajian in bertujuan mengetahui sama ada wujud konflik dan kesamaran peranan dalam kalangan personel teknologi maklumat (IT) dalam perkhidmatan tentera darat di Malaysia. Kajian ini juga meninjau sama ada konflik dan kesamaran peranan yang dialami oleh personel IT dipengaruhi oleh faktor demografi seperti umur, jantina, kumpulan pengurusan dan tempoh dalam perkhidmatan tentera darat. Pembolehubah seperti kepuasan terhadap tugas dan beban peranan juga dikaji untuk melihat hubungannya dengan konflik dan kesamaran peranan. Seramai 83 orang personel IT yang terdiri daripada pegawai tentera dan anggota pangkat lain daripada organisasi tentera darat di sekitar Kuala Lumpur dipilih sebagai sampel kajian. Kajian yang dijalankan pada tahun 2005 ini menggunakan kaedah survei dengan menggunakan instrumen soal selidik untuk mengumpul data. Analisis data menyokong hipotesis yang menyatakan wujudnya konflik peranan dan beban peranan dalam kalangan personel IT dalam perkhidmatan tentera darat. Bagaimanapun, tahap konflik peranan dan beban peranan yang dialami pada keseluruhannya adalah rendah. Terdapat perbezaan yang signifikan dari segi aras konflik mengikut umur dan jantina. Personel IT juga tidak mengalami kesamaran peranan, sebaliknya mereka jelas terhadap objektif tugas. Kajian ini diharapkan dapat memberi maklumat kepada penggubal dasar pada peringkat atasan Tentera Darat Malaysia mengenai kepentingan mengelakkan suasana kerja yang mendatangkan tekanan yang berlebihan kepada pegawai dan anggota tentera yang terlibat dengan bidang IT.

Kata kunci: Konflik peranan, kesamaran peranan, personel teknologi maklumat, Perkhidmatan Tentera Darat Malaysia, beban peranan