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Research on JS Bank Employees Job Burnout and Satisfaction Survey and Countermeasures

Author: FengWei
Tutor: QinXiaoLi
School: Jilin University
Course: Senior management of Business Administration
Keywords: frontline employees job burnout job satisfaction
CLC: F272.92
Type: Master's thesis
Year: 2012
Downloads: 188
Quote: 0
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Abstract


The fierce competitions in the service industry urge the organizations to improvetheir service quality. Thus, higher demands are put forward to the staffs, who are thecarriers of organizational service quality. And now, the banking industry is in such astate. The perception of service quality is positively related to the employees’performance, especially to the psychological state of employees. Traditionalmanagement pays much attention to the employees’ ability, especially to the technicalskills, while the management of modern service industry demands more emotionalintelligence of employees. Emotional labor is related to emotional intelligence, and itasks the employees to express the emotion that the organization needs, such ashappiness, enthusiasm and kindness, thus, the delighted experience when the customsare purchasing is enhanced, and then, the customs’ loyalty is affected. In order to keepthe fine psychological state, the employees need to enjoy the delighted experiencethemselves. However, if the employees don’t do it from the inside, it will affect thecustoms experience, and at the same time, it will cause the negative emotion ofemployees, which is the origin of employees’ working pressure. The articleinvestigates the job burnout which is caused by work pressure, and job satisfactionwhich will cause job burnout, and then, we study the structure which affects the jobsatisfaction. We analysis the relationship between job satisfaction and job burnout,thus provide the theoretical basis and support for the bank employees to relieve theirjob burnout.Job burnout is a phenomenon of employees’ emotional exhaustion which is caused by job pressure. Employees in such a state often feel exhausted, without asense of achievement and lost their character. It will seriously affect the employees’health and the service quality. The result indicates that job satisfaction have a heavyimpact on the job burnout. Job satisfaction is a satisfied feeling to the work climatethat the employees feels and it is both physiological and psychological. Studiessuggest that job satisfaction includes many dimensions. The most general means isMinnesota Satisfaction Questionnaire, which includes many dimensions, such asability use, payment, colleagues and appreciation. The study of the influence that thejob satisfaction dimensions do to the job burnout will contribute to elaborate theinfluencing factors of the job burnout.For the service industry, the frontline employees which make contact with thecustoms are the carriers of the attitude and impression the customs made to theorganizations. The frontline employees are the core staffs for the service industry, andthey are made up by the employees in the basic positions, especially the tellers. Howto make the frontline employees satisfied and less the job burnout is an importantsubject the bank facing, which based on the modern management concept of humanresources.150frontline employees from JS bank take part in the experiment and fillin the questionnaire. The questionnaire is made up by the sections, that is, basicdemographic variables, Minnesota Burnout Inventory (MBI-GS) and Minnesota jobsatisfaction questionnaire (MSQ). Relativity analysis to the questionnaire data showsthat the level of job burnout in the bank industry is relatively high, and it has negativerelationship with the job satisfaction. And also, job burnout has a close relationshipwith the leadership level, task autonomy and interpersonal relationship. According tothe analysis to the questionnaire data, we put forward some suggestions to the bankaccordingly. For the bank, they should improve the leadership level, classify theemployees by their individualities, then supervise them by categories, providecomfortable working climate, advance the level of human resource management, establish a favorable communication mechanism and create a harmonious relationshipbetween colleagues.And for the employees, they should establish the concept of life-long learning,make efforts to achieve their own value and adapt to the work environment actively.Finally,we discuss the deficiencies of the article, such as the sample capacity isrelatively small, the control of the test process is not very rigorous and due to thecharacter of the study, the variable of the job burnout and job satisfaction is not verysufficient.

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