Occupational Burnout among Employees in Serbian Banking Sector: Evidence during Covid-19 Pandemic

Abstract

This paper examines occupational burnout among employees in the banking sector in Serbia, with an emphasis on the Covid-19 pandemic. Workload, short deadlines, role ambiguity, role conflict, lack of autonomy, job insecurity, new technologies, overly demanding clients, constant pressure for high performance, and fierce and increasing competition make the banking sector one of the most stressful. Banking institutions have undergone various changes in their strategies, organization, and structure in the past due to new technologies, processes, and working conditions caused by the Covid-19 pandemic. The research results of conducted empirical study based on the Maslach Burnout Inventory, in which 165 employees from Serbian banks participated in the first quarter of 2022, revealed a higher level of emotional exhaustion among employees who had daily direct contact with clients and those who worked from office, a higher level of depersonalization among male respondents, and a lower personal accomplishment among employees with less working experience.