Interfacing Relationship among Work Stress, Service Quality and Customer Satisfaction: Evidence from Banking Industry of Bangladesh

Abstract

The performance of the employees serving at different levels of an organization gets directly affected by work stress which is also associated with employee motivation and customer satisfaction. Many scholars have argued on the previous comment. The present study's primary purpose is to determine the interfacing relationship among work stress, quality of services, and customer satisfaction of Bangladesh's banking industries. The study mainly followed a quantitative research method based on survey technique. The study has been completed in two sections. The first one was designed for bank employees to measure job stress and job satisfaction. The second one was for customers to investigate their satisfaction level on selected banks. Using the SERVQUAL model responses on service quality and customer satisfaction were collected. A total of 200 employees of the sampled banks were selected conveniently from 40 branches. Subsequently, 110 customers of the sampled Bank were selected randomly from bank premises. Besides, a total of 130 customers were selected purposively based on the contact number collected from the Bank, and the link of the google survey was sent to the selected customers but only 90 responses were collected out of the 130 respondents. Collected data were analyzed by using SPSS and Spreadsheet. Job stress and employee satisfaction were measured with the Kahn et al. (1964) instrument by descriptive statistics. The SERVQUAL model of Parasuraman et al. (1988) was applied to measure the quality of service and satisfaction level of customers.The present study found that bank employees are not satisfied with four dimensions: Governance, working environment, structure and facilities, benefits, etc. Subsequently, the SERVQUAL model analysis found that customers are not satisfied at all on all dimensions. The study concludes with having a positive relationship between the stress level of employees, quality of service, and satisfaction level of the customer within Bangladesh's banking industry.

Keywords: Work stress, Service Quality, Customer Satisfaction, SERVQUAL model]

DOI: 10.7176/JESD/12-4-04

Publication date: February 28^th 2021