RESEARCH ON THE IMPACT OF WORK STRESS ON JOB PERFORMANCE FOR INDUSTRIAL BANK TELLERS

• Main Author: Binbing, Hu
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/47639
• Institution: Institut Teknologi Bandung

With the continuous development of economy and science, the challenges and shocks facing the banking industry are becoming more and more serious. How to use talents to win superiority in fierce market competition has become one of the most important problems to traditional banks development. Teller, who directly contact with customers is one of the keys. However, bank tellers often feel great stress in their work. Therefore, this paper sorts out the current stress on the tellers of China Industrial Bank (IB), studies the impact of work stress on job performance for those tellers, and provides suggestions to IB for improving the tellers’ job performance. Through qualitative analysis, this paper concluded that: (1) work task itself; (2) career development; (3) organizational management; (4) corporate culture; (5)interpersonal relationship; are the main 5 sources of Bank tellers’ work stress. Excessive work stress has negative impacts on work performance as those tellers got harmed in both physical and mental health. If the stress is too high or the work performance is too poor, the teller would be forced or actively choose to transfer position or resign. At the same time, moderate work stress has a positive impact and can promote work performance. Based on quantitative analysis, it can be concluded that the biggest pressure faced by bank tellers comes from the work tasks themselves, mainly due to work overload and overtime, heavy and tight tasks. The least stressful dimension is the job role. Industrial Bank tellers are relatively clear about their position responsibilities. The work stress sources of each dimension are as follows: work task pressure; organizational climate and structure pressure; career development pressure; interpersonal relationship pressure; family-work interaction pressure; job role pressure. The working stress of Industrial bank tellers is at the medium level in the whole industry. This paper mainly through questionnaire surveys and uses SPSS(?Statistical Product and Service Solutions?)23.0 software for statistical analysis, including reliability analysis, validity analysis, feature analysis, mean analysis, analysis of variance, correlation analysis, regression analysis and so on. At last, this article puts forward seven improvement suggestions: alleviating the pressure of the task itself and improve the working environment; clarify job responsibilities and relieve the pressure of work roles; establish clear career development channels to encourage tellers to work hard; establish good communication mechanisms and to create a harmonious working atmosphere; build new incentive system to improve the work efficiency of tellers; pay attention to family influence factors and strengthen humanistic care.