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
Highlights
Over the last decades, scholars, likewise, managers noticed that the working environment of employees' has a substantial impact on their service quality
The performance of the employees serving at different levels of an organization gets directly affected by work stress is associated with employee motivation and customer satisfaction (Varca, 1999)
3.0 Research Objectives This study aims to point out the relationship between work stress, quality of services, and customer satisfaction in the Bangladeshi banking industries
Summary
Scholars, likewise, managers noticed that the working environment of employees' has a substantial impact on their service quality This conviction countersigned in the last decades by other research (Varca, 1999). Work stress is rooted in changes in the organization, diversity in the workforce, www.iiste.org security in a job, changes in economic conditions and policies, the introduction of new technologies, change within the organization, workload, conflict between colleagues, the security of a job, etc. These determinants affect the stress level of the employees and have its influence on personal and organizational performance. According to Barley (1990), employees' family bonds, financial condition, and concern about the gloomy future can affect the productivity and efficiency of work
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
