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8/3/2019 Moderating Effect Report
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Group ID: F117
Research Project
(Moderating Effect of Perceived Organizational
Support between Job Stress and Burnout)
Submitted By
SADIA TARIQ L1S08MBBF2031
DANISH ALI L1S08MBBF2013
WAQAS HAFEEZ L1S08MBBF0015
ABID NADEEM L1S08MBBF2039
Faculty of Management Studies
University of Central Punjab
Lahore, Pakistan
Fall 2010
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Statement of Originality
This project is submitted in partial fulfilment of the requirements for the degree of
MBA (banking and finance) we, the undersigned, declare that this project report is
our own original work. Where we have taken ideas and or wording from another
source, this is explicitly referenced in the text.
Signed
SADIA TARIQ L1S08MBBF2031 ==============
DANISH ALI L1S08MBBF2013 ==============
WAQAS HAFEEZ L1S08MBBF0015 ==============
ABID NADEEM L1S08MBBF2039 ==============
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Certificate of Approval
(Moderating Effect of Perceived Organizational Support between Job
Stress and Burnout)
Fall 2010
It is certified that the work contained in this Research Project has been carried out by
SADIA TARIQ L1S08MBBF2031
DANISH ALI L1S08MBBF2013
WAQAS HAFEEZ L1S08MBBF0015
ABID NADEEM L1S08MBBF2039
And is approved for submission as the partial fulfillment for the Degree of MBA Program.
_____________________________ __________________________
Research Project Supervisor Research Project Cell
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Abstract
The present project report with findings represents the positive effects of perceived
organizational support between job stressors and burnout. Banking sector is the most
important part of the nations financial services industry. This research paper is based on
stress in banking industry of Pakistan. In our research we want to analyze the level of
occupational stress among the bank employees. Pakistans banking sector is growing dayby day. The extensive literature signifies the stress and related problems in bank
employees. The impact of stressors and burnout outcomes has been discussed and
analyzed. This study examined the job stress and professional burnout in different banks
of Lahore. Objective of this research is to see the impact of Perceived Organizational
Support (POS) on the factors of job stress and burnout for this a total of 302 bank
employees from public, private, conventional and Islamic banks participated in the survey.
A self-reported questionnaire was administered to bank employees for the purpose of
collecting data. Data analysis was done through descriptive statistics, correlation and
regression statistical tools.
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Table of Contents
Acknowledgement ........................................................................................................................... 7
Introduction: ..................................................................................................................................... 8
Industry for Research: ......................... .......................... .......................... ............................ ......... 14
Scope of the study: ......................................................................................................................... 14
Research Objectives: ....................... ........................... .......................... ............................ ............. 15
Literature Review: ....................... ........................... .......................... ........................... .................. 16
Research Model: ............................................................................................................................. 24
Research Variables .......................... ........................... .......................... ............................ ............. 25
Hypothesis: ...................................................................................................................................... 25
Methodology: ........................ ........................... .......................... ........................... ........................... 26
Population: ........................ ........................... .......................... ........................... ........................... 26
Sampling: ...................................................................................................................................... 26
Tools: ............................................................................................................................................. 26
Steps Involved: ......................... ........................... .......................... ............................ ...................... 27
Reliability Data: ........................ .......................... .......................... ............................ ...................... 28
Scale: Responsibility Pressure .............................................. ........................... ...................... 28
Scale: Quality Concerns ............................................................................................................ 28
Scale: Role Conflict ....................... ........................... .......................... ............................ ............. 28
Scale: Job Conflict ....................................................................................................................... 29
Scale: Workload ........................ ........................... .......................... ........................... .................. 29
Scale: Time Stress .......................... .......................... .......................... ............................ ............. 29
Scale: Anxiety .............................................................................................................................. 30
Scale: perceived organizational support ............................................. ............................ .... 30
Scale: Burnout ............................................................................................................................. 30
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Regression Data:............................................................................................................................. 31
Moderation Analysis ..................................................................................................................... 32
Correlation Data ....................... .......................... .......................... ............................ ...................... 33
Data Analysis: ....................... ........................... .......................... ........................... .......................... . 34
Findings: ........................................................................................................................................... 35
Causal Assumptions: ..................................................................................................................... 36
Timing of Measurement: .......................... .......................... .......................... ........................... ..... 36
Moderator and Causal Variable Relationship: ...................... .......................... ....................... 36
Discussion: ....................................................................................................................................... 37
LIMITATIONS ........................ ........................... .......................... ........................... ........................... 37
Managerial Implications: ......................... .......................... .......................... ........................... ..... 38
References: ...................................................................................................................................... 39
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Acknowledgement
First of all, we would like to thank Allah, for giving us the courage to complete this final
research project .
We should not forget our parents and our families by providing us their supportive advice
which is very much needed for us for completing this project. Moreover internet, news
papers, computer, books and all other source materials encouraged and supported us somuch in completing this task.
Then we would like to thank our respected teacher Prof. Farooq Hussain who guided us so
very well throughout this whole task. Whenever we want his guidance he taught us very
patiently and let us knew what to do. We had some difficulties while doing this project, but
he tried and tried their level best to teach us and let us understand what we supposed to do
in that situation.
We would also like to acknowledge and gratitude those persons without their support we
would not able to complete this project. For this we would like to pay our sincerest
gratitude to Sir Saqib Ilyas who has supported us though out our research with his patience
and knowledge whilst allowing us the room to work in or own way.
Last but not least, our friends who were doing this project with us and sharing their ideas.
They really help us a lot in gathering information from different sources.
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Introduction:
Banking sector is the most important part of the nations financial services industry. This
research paper is based on stress in banks of Lahore. In our project we want to analyze the
level of occupational stress among the bank employees. Pakistans banking sector is
growing day by day. The extensive literature signifies the stress and related problems in
bank employees. This research paper will bring out the remedies and suggestion to reduce
such problems for banking industry.
The purpose of this study is to examine stress in banking employees of Pakistan(Lahore).
There are a lot of stress factors in banking sector some of them are Work overload, Work
ambiguity, Family conflicts, Different educational levels of employees, Discrimination,
Favoritism, Delegation, Conflicting tasks, Lack of Supervisory Support, Lack of Group
Cohesiveness.
The present project report represents the positive effects of perceived organizational
support between job stressors and burnout. Workplace stress is mostly unavoidable. Stress
can be caused by anyone. It may be by the boss or by the employee or by due to different
conditions in the organization as well. Some stress may be helpful for the health of an
employer or employee but too much can be very bad. It can cause many health diseases and
can be detrimental.
Today the increasing job demands are creating job stress among employees. We focused on
the banking sector because a bank job demands a lot from their employees and employees
have to give extra attention and time to their jobs even after their working day ends. The
purpose of our research is to measure the job stress among bank employees.
We begin with an outline of Job stress as a social problem followed by a discussion of the
main perspective of Job stress. Job stress is a major concern, not only for employees but
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also for the organization and society as well. Stress is a condition or feeling that arises
when we react to a particular situation or event. It could be anything that poses a threat or
challenge to our well-being. Stress is the bodys reaction of rising to a particular challenge
or to meet a tough condition with power, strength, focus mind, stamina and alertness.
A stressful condition for one person may be relief for the others. It all depends upon the
personality and how well he tackles the situation of pressure. Too much pressure without
having a single chance to recover is the main cause of stress. Stress at work in an
organization is very important part in quality of work in an organization. In organizations
stress is considered to be the most important phenomenon associated with several
symptoms like psychological, physiological and behavioral.
Work related stress is something a new phenomenon of the modern life. The worlds
nature is changing dramatically over the last few years and these changes cause a lot of
stress in almost all professions starting from the manager to the artist, or from the surgeon
to the sales executive. These stress factors poses a threat to a persons health which in turn
leads to affect the health of an organization as well.
Work stress is recognized as a great challenge for workers health and the healthiness of
the organizations. Job stress is a recurring disease that negatively results in affecting theindividuals performance and affects his mind and body as well. It is a stress that is in from
the response of the demand and pressure on people when they dont match it with their
ability and according to their knowledge.
The managers who engaged in stress are surely less safe at work, they are poorly
motivated, less productive and they are unhealthy. Workers who are stressed are more
likely to be poorly motivated, unhealthy, less safe at work and less productive. Stress
creates a lot of pressure on the individual both at work or at home, so it creates a lot of
hurdles both for the individual as well as the organization. Organizations whose employee
faces stress cannot be successful in competitive market. A good management system can
easily resolve these problems.
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Managers cannot prevail their workers from stress outside the work but on the other side
they can protect their workers from the stress arises from the work by simply helping out
them. And in our research this is our focus that perceived organizational support can
reduce job stress which in turn leads to burnout. Perceived organization support has
positive effect on job stress therefore it is taken as Moderating Variable between job stress
and burnout. Job Stress (independent variable) when becomes a prolong depression it
turns into Burnout (dependent variable).
Stress is realizes when a person feels a pressure on him and he cant handle that situation.
If these conditions continue for a long period of time it will convert into health problems
like mental, behavioral and physical. (Health & Saftey Execuive).
The relationship between work and mental and physical health contribute to career
adjustment as well as to the productivity and economic survival of companies. People are
increasingly and dramatically exposed from the negative and positive aspects of the
employment. Interaction between the individuals and any kind of source of demand
within their environment leads to stress.
Stress is a condition which happens when one realizes the pressures on him, or the
requirements of a situation, are wider than their recognition that they can handle. And if
these requirements are large and prolong for some time without any interval then this will
leads to health problems like mental, behavioral and physical problems. (Health & Saftey
Execuive).
Stress comes as an emerging problem in organizations over the last century. It is a disease
that continuous for a longer period of time and makes the person free from the resources,
opportunities or demands to which he wishes to do something or to take part in these
activities. (Selye, 1936).
The stress is the force, pressure, or tension subjected upon an individual who resists these
forces and attempt to uphold its true state. Work related stress affects the employee to a
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certain level until he recovers from it or cope up with it. But when he fails to recover then
will leads a negative impact on him or on his health.
If a person is suffering from stress then he will face many disorders of the body just
because of the constant anxiety and worrying and he doesnt care about his diet and not
concentrate properly on his exercise which results in health problem for him. He is not
reacting properly according to the situation due to mental disturbance. Stress will
aggravate any chronic disease like allergy and skin disease.
An ongoing prolong job stress among individuals is burnout. A classic example of burnout
is that when an individual is under a great deal of stress then he fails to take clear cut
decision and fails to reassess and reevaluate the priorities of his life and then ultimately fall
in the unproductive distractions. Burnouts are found in everywhere starting from common
men to glamour personalities. They are often engaged in risk-taking and reckless behavior.
A prolong stress leads to burnout and burnout has three different dimensions which are
emotional exhaustion, depersonalization and personal accomplishment. These three
dimensions of burnout are available almost everywhere and a lot of research is going on
these in many countries.
Maslach done a research on burnout and he concludes the result that individual stress
experience with in a larger organizational and social context of persons response to their
work. During his research he finds that the part which should need special attention is the
interpersonal dynamics between the worker and the coworkers in that workplace and
effective intervention have yet to be evaluated and developed.(Maslach)
In a life of a worker their arise a time when he doesnt like to continue the same work even
he himself choose this job that suits his nature and he will experiencing burnout. At this
time if a choice is given to him to choose to become sick and stay at home lying on the bed
and to continue to do the same work then he actually chooses to become sick and not to do
this boring job by just facing the anger of their bosses.
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Job burnout is a condition that involves three dimensions which are:
Emotional exhaustion
Depersonalization
personal accomplishment
These three dimensions are called clusters of symptoms as well.
Emotional exhaustion is something feeling drained of all energy or all used up. When
workers begin to experience emotional exhaustion they may try to reduce the stress of
working with other people by detaching from them. This separation can be explained
through a neutral behavior. Adverse and critical act upon one another might be
experienced by burned out people. Burned out person also view others as objects or
numbers.
Another common response to job burnout is for the victim person to try to reduce his or
her workload by avoiding work, absenteeism, not doing certain tasks that are experienced
as more stressful and spending more time doing other tasks that are considered less
stressful. That types of responses often results in a decline in job performance (work
quality and work quantity can suffer). Worker experiencing job burnout then feels guilty
for the poor work performance.
Perceived organizational support (POS) is something that employees perception of the
organizational commitment to them. It is the employees general belief that how well the
organization respond to their work and their contribution towards the organization well-
being. It reflects a strong impact on role-conflict and role ambiguity.
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Individual can work more hard and pay back better if the organization positively responds
to their work. Its a commitment concept, raising the question of whether employer
commitment, or POS, Using a social exchange framework. Employees, who perceived a high
level of organizational support, more likely to feel an obligation to repay the organization
in terms of affective commitment, (Kahn, 1964)
In our study moderator is Perceived Organizational Support. Employees' sense of
understanding the commitment of their organization to them is said to be as perceived
organizational support (POS). Job Stress (independent variable) when becomes a prolong
depression it turns into Burnout (dependent variable). Its a commitment concept, raising
the question of whether employer commitment, or POS, Using a social exchange
framework.
Bankers are experiencing job stress in results of many prior stressors like work overload,
Role conflict, job conflict, time stress, quality of work or technological changes. Our study is
focusing on stress in employees of banking sector of Pakistan.
The banking sector is of no exemption from stress as it is suffering advanced changes that
are due to the banks policy changes, high competition because of new banks entries in the
market, or due to downsizing or advanced technology.
Huge changes in technology as well as privatization and globalization policies can results a
change in conventional patterns in all sectors. The banking sector is not exempted.
Globalization and privatization led policies compelled the banking sector to reform and
adjust to have a competitive edge to cope with multinationals led environment.
The upcoming changes in technology and due to the wide use of computers in the banking
sector as well, change the working environment and patterns of work within the banks and
made downsizing the work force irresistible in the sector. Implications of these changes
have effect the social, psychological and economical estates and relationships of the bank
employees.
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Industry for Research:
Banking sector is an integral part of the countrys financial services industry. This research
paper is based on stress in banking industry of Pakistan(Lahore). Pakistans banking sector
is growing day by day. The extensive literature signifies the stress and related problems in
bank employees. This research paper will bring out the remedies and suggestion to reduce
such problems for banking industry. Our study is focusing on stress in banking employees
of Pakistan.
Following are major stressors in banking sector;
Responsibility pressure
Quality concern
Role conflict
Job Vs Non job conflict
Workload
Time stress
Anxiety
Scope of the study:
The study will determine the various challenges of the increasing job stress those results in
burnout. The impact of stressors and burnout outcomes has been discussed and analyzed.
This study examined the job stress and professional burnout in the banking sector of
Pakistan. A total of 302 bank employees (60.6% male and 39.1% female) from public,
private, conventional and Islamic banks participated in the survey.
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A self-reported questionnaire was administered to bank employees for the purpose of
collecting data. Data analysis was done through descriptive statistics, correlation and
regression statistical tools. The results indicates that workload, long working hours, role
conflict, time stress and anxiety are the significant sources of stress in the banking sector.
All stressors (Organization, Job, and Relationship at work, work environment and family
work interface) are significantly correlated to all burnouts (Physical, Psychological and
Organizational). All these stressors in banking sector of Pakistan predict burnout. One of
the major sources that creating stress and leads it to burnout is the changing work pattern
in the banks. Unforeseen evidences made the impact of stress on the burnout consistent.
Research Objectives:
Objective of this research is to see the impact of Perceived Organizational Support (POS) on
the factors of job stress and burnout.
The banking sector is of no exemption from stress as it is suffering advanced changes that
are due to the banks policy changes, high competition because of new banks entries in the
market, or due to downsizing or advanced technology. Our objective is to find the level of
stress in the employees of banking sector of Pakistan.
The present study aims to undertake and address specific problems of bank employees
related to occupational stress. This throw light on to the various problems related to
occupational stress among bank employees.
The study will be useful as a secondary data for further researchers and will help in drawn
future policy in banking sector and related fields.
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Literature Review:
According to (Parker & De Cotiis) Job stress is defined as constraints in an individual
environment resulted into distraction from psychological or physiological functioning
(West man)
Job stress is defined as "job stress arises when abilities are less then demands or strains are
the resulting outcomes of reactions of job related stress
According to ( Motowidlo, Packard, & Manning,1986,) defines Job stress as a bad and un
happy feelings of emotions that arises due to fear, anger , depression, irritation,
annoyance, ,soreness and anxiety
It is an important factor that affects the individual performance at workplace.
It is a feeling in which a person mind fails to work properly due to huge strain creating by
the envioronment .This feeling is the perception of an individual about uncertainty at their work place. (Beehr
& Newman, 1978).
(Cooper & Marshall, 1976) Ivancevich and Matteson, 1980a, 1980b; and (Schuler, 1980).
Job stress increases low productivity, absenteeism, allows frequent job changes and
dissatisfaction from their jobs. (Beehr & Newman, 1978; Schuler, 1980).
A combination of nervousness, tension, and strain or simply an emotional experience is
stress. Stress becomes an important part of our daily activities. It found everywhere in our
community. Researchers found that it is very difficult to enter into the practical world
without facing stress. There are a lot of reasons for the increase in the stress but some of
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(SHERRY M. B. THATCHER, 2007) results suggests that restructuring of organization can
create a paradox for managers. One of the main goals of restructuring is to place more and
more workers in front-line positions for the purpose to work under a great deal of pressure
to achieve their organizations goals. But restructuring itself might saps the employee to
face stress into higher pressure. Or changes in workplace or shifting an employee in
unfamiliar job may reduce employees commitment strength to their organizations. Such
pressures might have negative effects on employees skills.
William takes the sample groups, 1,573 employees in four different organizations, 156
registered nurses, 2o8 employees and 62 supervisors in an eastern telephone company,
2,000 high status members in a large Canadian organization, 199 employees at different
organizational levels, 80% having at least a B.A, and 725 persons in 53 focal offices in six
industrial locations. According to the research as stress increased, job satisfaction
decreased, and heavy workload was the greatest Source of job stress. His study suggested
that job-related stress in teachers is related to these four organizational variables: Role
Overload, Relationships with Students, Work Load, and Relationships with Colleagues.
(Williams, 1985)
(Dawson, 2008) Results suggest that stress at work has a positive and strong relationshipwith age and has a negative relationship with educational level and negative and weak
relationship with culture and last has a positive but weak relationship with the experience.
These results suggest that work place stress is also contributed by negatively perceiving an
organizations culture. Socio-political economic context of developing countries, as well as
workplace cultures and employer expectations, all influenced individual and attitudes
towards workplace stress (Dawson, 2008).
(Lee, 1996) Examined the correlation of demand and resource with the behavioral and
attitudinal and relate them to each of the 3 dimensions of job burnout for their correlation
with job burnout. The demand and resource were strongly related to emotional exhaustion
and suggest resource loss might made workers sensitive to their jobs.
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The purpose of the study is to scrutinize the effect of job burnout; the results revealed that
high job burnout employees, old employees and unmarried employees are less involved in
their jobs then low job burnout employees, younger and married employees.
(Habtemariam, 2009)
E. R. Green glass and R. J. Burkes paper examines factors that increases burnout in women
and men teachers. Results indicated that men are experiencing less depression, headaches,
and role conflict than female. Regression coefficient measurements indicates that a specific
model of burnout which includes marital satisfaction, role conflict, social support in women
and work source of stress shows 47% variation in burnout. However doubts about
problems and competenc with students are the main contributor to burnout in male.
(Burke, 1988)
The researchers observed that employees are focused on the organizational commitment
to them if managers are concerned with their employees commitment to the organization.
Employees therefore take an active interest in the activities assigned to them on daily basis
by their employer. (Jacqueline AM. Coyle-Shapiro, 2004)
This study aims to examine the effects of organizational characteristics, task
characteristics, and extra-organizational variables, on job satisfaction and burnout. Theresults suggest that. Single best correlation of job satisfaction is with extra-organizational
support and appreciation, while burnout major correlates with management. (Shamir,
1988)
This research results elaborate that there is a positive relationship between individual
employee sales performance and work strain and a negative relation between employee
creativity at work and home strain. (Linn Van Dyne, 2001)
In another study the other refers to stress as Strain is a rough behavioral, psychological,
and somatic responses to stressors resulting from prolonged and violent experienced affect
reactions and physiological arousal (kahn, 1964).
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Al-Amri selects the target population of all male teachers in government schools in Riyadh
city and his results show that the job stress can be reduced if job conditions and its
characteristics improved. (Amri, 2004)
Beehr had defined stress as a situation which will force a person to err from their normal
functioning due to the change in their psychological and/or physiological condition (J.E,
1978)
Management role of an organization affects the work-related stress among workers.
Workers in an organization can face occupational stress that management gives them in the
form of role stress. Expectations perceived by individuals that others have of them includes
role ambiguity and role conflict. (Alexandros-Stamatios G. A., 2003)
Motivation is a key factor in affecting job stress among employees. Highly motivated
employees are more willing to work for the organization and feel happier. Both employer
and employees are responsible to the issue of handling stress. Stress faced by the
employees or employers or other staff is due to the organizations internal and external
environment. (Nilufar Ahsan, 2009)
Employees that work only on weekend are highly exhausted and reports job stress and
health problems. Employees working in shift-time like in after noon, night or rotating shifts
faces higher overall burnout, emotional exhaustion, job stress and health problems and
employees reaction and their working hours are positively related. (Jamal, 2004)
Stress and strain in employees is created through their work hours and is also creates
constraint for workers when they are free. (M.Jamal, 1986)
Important reasons for stress in banking sector of Pakistan, as expressed by this study are
workload, working hours, technological problem at work, inadequate salary, and time for
family and job worries at home. Back pain, extreme tiredness, headache and sleep
disturbance are the major symptoms of burnout disclosed in the study. All these stressors
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are directly related to all burnouts. Stress in bank employees are created due to the change
in work environment that in turn leads to burnout. (Jamshed Khan Khattak, 2011)
Work load outcomes the stress that caused harmful effect for individual. The person who is
not fit in his work environment experiences higher level of stress. (Marshall J, 1978)
Women and men general practitioners both had different levels of job satisfaction and men
are more fed up from their jobs and use to drunk. The four major stressors seen in this
case are demands of the job and patients' expectations, interference with family life,
constant interruptions at work and home, and practice administration. (C. L. Cooper, 1989)
(Festinger, 1954) argued that people started to evaluate and compare themselves with
others when they are doubtful on their abilities and opinions.
Leading cause of stress in adults is work-related pressures and fears about their jobs and
job is seen as number one stressor in their life and work load is more stress creating then
family conflicts. (Alonso, 1990)
The current research highlights the causes of stress among employees. According to the
survey results, major intra-organizational stressors are climate, Economic, and family
problems and extra-organizational stressors are company politics, leadership, Workload,
working condition and timings. The major cause of stress is workload because employees
are been utilized more than their capabilities and the other is climate as most of the
employees needs to travel from long distances and transportation system really give them
tough time which result in stress. (Bhatti, 2010)
(Montgomery, 1996) argued that Job stress is different from the general stress and is the
extreme reaction of individual related to their organization or job. Work overload, one of
the stress aspects, is stressful itself. (Ivancevich, 1998). Job demands and a lack of job
resources are the organizational stressors. (Schaufeli, 1998)
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Employees who are emotionally committed to their organizations shows enhanced
performance, less absenteeism, and less quitting their job. (Mathieu, 1990)
Organizational support theory supposes alternate employees personify the organization;
infer the extent to which the organization values their contributions and cares about their
well-being, with increased commitment, loyalty, and performance. (Eisenberger, 2002)
(Cherniss C. , 1980) explains in his book that the psychological stress caused when there is
a perceived imbalance between resources and demands (e.g., the demand for competence,
or efficacy) that in turn cause organizational burnout in human service. Staffs who believe
that they can no longer control the factors which affect their efficacy became burnout from
their jobs.
Willmar B. concluded his research by explaining his point of view that improved human
resources management, professionalization of the CO's job, and improved social work
environment can help to reduce job stress and burnout factors in correctional institutions.
(Peeters, 2009)
Higgins in his book suggests that organizational issues, role conflict, emotional exhaustion,
and task control are the primary reasons for causing job stress among employees. The less
the time a worker spends on his job the lower the experience of job stress. (Higgins, 2006)
Carys results suggest that early career burnout does not affect much but the burnout
occurring on the later career might seriously effect long term. (Cherniss C. , Jan, 1992)
Mark and Christinas results indicate that role ambiguity and role conflict and job
satisfaction are strongly affected by Perceived Organizational Support and has moderating
effects on stressors and burn out outcomes. (Johlke, 2003)
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The result indicates that stress perceived by employees due to new technology is positively
related to role stress and perceived organizational support moderates the relationship
between techno stress and role conflict in such a way that when POS is higher, the relations
become negative but does not moderates the relationship between techno stress and role
overload. (2008)
Thomas study results suggest that by minimizing role conflict, increasing political skill, and
encouraging organizational support of employees, burnout can b minimized. (Kisamore,
2007)
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Research Model:
JobStressors
POS
Responsibility pressure
Quality Concerns
Role Conflict
Job vs. Non job Conflict
Work Load
Time Stress
Anxiety
Burnout
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Research Variables
Perceived Organizational Support (employees perception of the organizations
commitment to them) has positive effect on job stress therefore it is taken as Moderating
Variables between job stress and burnout. Job Stress (independent variable) when
becomes a prolong depression it turns into Burnout (dependent variable).
Hypothesis:
H1: Responsibility pressure directly correlates with burnout.
H2: Quality concern directly correlates with burnout
H3: Role Conflict directly correlates with burnout
H4: Job vs. Non Job Conflict directly correlates with burnout
H5: Workload directly correlates with burnout
H6: Time Stress directly correlates with burnout
H7: Anxiety directly correlates with burnout
H8: POS Moderates the relationship between Responsibility pressure and burnout.
H9: POS Moderates the relationship between Quality Concerns and burnout.
H10: POS Moderates the relationship between Role Conflict and burnout.
H11: POS Moderates the relationship between Job vs. Non Job Conflict and burnout.
H12: POS Moderates the relationship between Workload and burnout.
H13: POS Moderates the relationship between Time Stress and burnout.
H14: POS Moderates the relationship between Anxiety and burnout.
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Methodology:
Population:
The purpose of the present study is to look for job stress which leads to burnout and to
reduce the factors of job stress and burnout through Perceived Organizational Support
(POS) in banking sector. The population selected for this particular study is employees of
banks in Pakistan.
Sampling:
For this research we take the sample of 302 employees 60.6% male and 39.1% female from
public, private, conventional and Islamic banks participated in the survey. This research
followed the systematic random sampling method representative population.
Tools:
Primary focus of this research is a multi dimensional analysis of job stress and coping
patterns of employees. For our research we use different tools for our findings which
include MS Excel, SPSS 17, Mean Mode, Median, Descriptive, Pearson Correlation,
Regression, Moderating relational analysis.
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To calculate the moderation there are two steps which are discussed below:
Steps Involved:
Step 1:
Step 2:
Burnout
Interaction Form
(Job Stressors x POS)
a. Job stressors
b. POS
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Reliability Data:
Scale: Responsibility Pressure
In the above table the reliability of pressure is 0.414. It is showing 41% reliability.
Scale: Quality Concerns
In this table the reliability of quality is 0.559. It is showing 56% reliability. It means it is
acceptable.
Scale: Role Conflict
In above table Role conflict showing 44% reliability.
Reliability Statistics
Cronbach's Alpha N of Items
.414 3
Reliability Statistics
Cronbach's Alpha N of Items
.559 3
Reliability Statistics
Cronbach's Alpha N of Items
.445 3
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Scale: Job Conflict
In this table the reliability of Job Conflict is 0.622 (62%) which is acceptable.
Scale: Workload
In above table the reliability of workload is 0.554(55%).
Scale: Time Stress
In this table the reliability of time stress is 0.706 which is highly acceptable. It is showing
70% reliability.
Reliability Statistics
Cronbach's Alpha N of Items
.622 3
Reliability Statistics
Cronbach's Alpha N of Items
.554 3
Reliability Statistics
Cronbach's Alpha N of Items
.706 8
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Scale: Anxiety
In this above table the reliability of anxiety is 0.714 showing 71% reliability which means it
is highly acceptable.
Scale: perceived organizational support
In this reliability table of perceived organizational support, the reliability of POS is 0.757
which is also highly acceptable as showing 75% reliabillity.
Scale: Burnout
In this table the reliability of burnout is 0.625 which is also acceptable and shows the 62%
reliability.
Reliability Statistics
Cronbach's Alpha N of Items
.714 5
Reliability Statistics
Cronbach's Alpha N of Items
.757 9
Reliability Statistics
Cronbach's Alpha N of Items
.625 20
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Regression Data:
Job
Stressors
Beta R Square Hypothesis
Responsibility
Pressure
.295*** .086 H1 Accepted
QualityConcern
.237*** .055 H2 Accepted
Role Conflict .259*** .064 H3 Accepted
Job Vs Non job
Conflict
.303*** .087 H4 Accepted
Workload .272*** .068 H5 Accepted
Time Stress .303*** .080 H6 Accepted
Anxiety .290*** .068 H7 Accepted
In this above regression table the R square of responsibility pressure is 0.86 and the value
of beta is 0.295 at a significance level of 0.00 so the hypothesis is accepted. The R square of
quality concern is 0.55 and the value of beta is 0.237 at a significance level of 0.00.
Moreover role conflict shows R square of 0.64. In this case the beta is 0.259 and the
significance level is 0.00 so the hypothesis is accepted. At last anxiety shows R square of
0.068 and the value of beta is 0.290 at a significance level of 0.00 so finally the entire
hypotheses are accepted.
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Moderation Analysis
Moderation Beta R
square
Change in R
square
Hypothesis
Responsibility
Pressure
.233*** .054 .000*** H8 Accepted
Quality Concern .182*** .033 .002*** H9 Accepted
Role Conflict .187*** .035 .001*** H10 Accepted
Job Vs Non Job
Conflict
.220*** .048 .000*** H11 Accepted
Workload .170*** .029 .003*** H12 Accepted
Time stress .148** .022 .010** H13 Accepted
Anxiety .123** .015 .033** H14 Accepted
The above table is for moderation regression analysis. In this table the moderation of
responsibility pressure shows R square 0.054 and the R square change is 0.000. The value
of beta is 0.233 at a significance level of 0.00 so the hypothesis is accepted. Hypothesis in
the case of quality concern, role conflict and Job Vs Non Job conflict also accepted because
the significant levels are 0.002, 0.001 and 0.000 simultaneously.
The moderation of Workload shows R square 0.029 and change in R square is 0.003 and
the beta is 0.170 at a significance level of 0.003. In anxiety case the R square is 0.15 and
change in square is 0.033. The value of beta is .123 and the significance level is 0.033 so all
the hypotheses are accepted.
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Correlation Data
pressure Quality role_conflict Job_conflict Workload time_stress anxiety POS burn
pressure 1
Quality .371** 1
role_conflict .369** .493** 1
ob_conflict .337** .496** .465** 1
Workload .345** .321** .282** .428** 1
ime_stress .294** .435** .410** .447** .329** 1
anxiety .324** .483** .485** .469** .307** .692** 1
POS .143* .192** .245** .251** .314** .376** .447** 1
burnout .284** .222** .235** .275** .235** .247** .217** -.033 1
**. Correlation is significant at the 0.01 level.
*. Correlation is significant at the 0.05 level.
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In this above table pressure shows a correlation of 0.143 at a significant level of 0.013
which means it is significantly correlates with POS. Moreover pressure shows a correlation
of 0.284 at a significant level of 0.00 which shows it is highly significantly correlates with
burnout. At next quality shows a correlation of 0.192 at a significance level of 0.001 and
shows a correlation of 0.222 at a significance level of 0.00 which means it is highly
correlates with both pos and burnout.
Role conflict shows a correlation of 0.245 over pos at a significance level of 0.00 and also
shows a correlation of 0.235 over burnout at a significance level of 0.00 which means it is
highly correlates with pos and burnout. Moreover job conflict shows a correlation of 0.251
and shows 0.275 at a significance level of 0.00 over pos and burnout. Workload highly
significantly correlates with pos because it shows correlation of 0.314 and highly correlates
with burnout where it shows a correlation of 0.235 at a significance level of 0.00.
At next time stress shows a correlation of 0.376 at a significance level of 0.00 and shows a
correlation of 0.247 at a significance level of 0.00 which means it is highly correlates with
both pos and burnout. Anxiety shows a correlation of 0.447 at a significance level of 0.00
and shows a correlation of 0.217 at a significance level of 0.00 in this case anxiety highly
significantly correlates with pos and with burnout as well. Moreover pos show a
correlation of negative 0.33 at a significance level of 0.566 that shows a somewhat
correlation with burnout.
Data Analysis:
We start with a relationship of job stressors that suppose to cause burnout it was a linercasual relationship.
The casual relationship alerts by the moderating variable Perceived Organizational
Support. Regression coefficient is mostly use to moderator analysis measurement in the
casual relationship between job stressors and burnout
Although classically, a moderator can amplify or even reverse that effect as moderation
implies a weakening of a causal effect. When the causal effect of Job Stressors on Burnout
would go to zero and POS took on a particular value, a complete moderation would occur in
this case. Kraemer and colleagues papers in 2001-02 may be consulted by the reader for
related approaches and moderator testings.
The measurement of Job stressors to Burnout causal relationship for different values of
POS is a key part of moderation.
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Findings:
The methods commonly used to establish reliability of the measuring tool is CronbachsAlpha. To establish the reliability of the measuring tools of this study Cronbachs alpha
reliability method is used. This reliability method was applied to total sample. The value of
Cronbachs Alpha Reliability is 0.414 for pressure measuring tool, 0.559 for qualitymeasuring tool, 0.445 for Role conflict measuring tool.
The value of Cronbachs Alpha Reliability is 0.622 for Job conflict measuring tool, 0.554 for
Workload measuring tool, 0.706 for time stress measuring tool, 0.714 for anxiety
measuring tool, 0.625 for professional burnout measuring tool whereas 0.757 for
moderation of Perceived Organizational Support. These results reveal that tools used in
this study are consistent and thus reliable.
Means and standard deviations are used to identify job stress and burnout in the banking
sector of Pakistan. To find the relationship between stressors and burnouts and to
determine the impact of stressors on the burnouts the data were analyzed using
correlations and regression. SPSS17 software was used to find these statistical measures.
The focus of the study was to determine the occupational stress and professional burnout
of the bank employees in the banking sector of Pakistan. Statistical tools of mean, standard
deviation were used to identify the occupational stressors and burnouts. The results for
stress show mean of 3.224 with standard deviation of 0.814.
To determine the extent and significance to which the independent variables influence the
dependent variable, multiple regression analysis was carried out. The results of regression
analysis are presented in regression table. R square of responsibility pressure is 0.86 andthe value of beta is 0.295 at a significance level of 0.00. Thus the result supports the
formulated hypothesis. Moreover role conflict shows R square of 0.64. In this case the beta
is 0.259 and the significance level is 0.00 so the hypothesis is accepted.
The moderation of responsibility pressure shows R square 0.054 and the R square change
is 0.000. The value of beta is 0.233 at a significance level of 0.00 so the hypothesis is
accepted. Hypothesis in the case of quality concern, role conflict and Job Vs Non Job conflict
also accepted because the significant levels are 0.002, 0.001 and 0.000 simultaneously.
The moderation of Workload shows R square 0.029 and change in R square is 0.003 and
the beta is 0.170 at a significance level of 0.003. In anxiety case the R square is 0.15 and
change in square is 0.033. The value of beta is .123 and the significance level is 0.033. Thus
the result supports the entire formulated hypothesis.
The relationship between job stress factors and burnout was established through Pearsons
coefficient of correlation. The results of the correlation analysis are presented in
Correlation Table above. It is evident from the results in Table that there is significant
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positive relationship between the job stress factors which are responsibility pressure,
quality concern, role conflict, job Vs non job conflict, workload, time stress, anxiety and job
burnout of the employees working in the banking sector of Pakistan. The results prove that
higher the job stress, higher the burnout of the bank employees.
Causal Assumptions:
Uncertainties can arise when Job Stress is not randomized so we have taken job stressors
as randomized variables because of some ambiguities. Direction of causation should b
assumed if job stressors are not manipulated. Moderator effect can reverse if causationdirection is flipped (shown in Judd & Kenny 2010 papers).
Timing of Measurement:
Job stressors should be measured before the measurement of the moderator. It is obvious
that if the moderator which is POS is not changed then it is easy to measure it and also less
problematic as well. Pos can be both the term as mediation and moderation but in our
research we take it as the moderator.
Moderator and Causal Variable Relationship:
In principal, there should be no relationship between stressors and burnout if variable job
stress is manipulated. Randomized Job Stressors may not be correlated with POS. so the job
stress is not randomized because there is no need of a correlation between job stress and
POS as there is no special interpretation of their correlation. However, estimation
problems can v=be occurred if job stress and POS are highly correlated.
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Discussion:
The study analyzed occupational stress and burnout in the banking sector of Pakistan. Theobjective of the study was to identify the stress and burnout of the bank employees brought
by the changing work patterns, rapid growth, globalization and liberalization. In summary,
the results of this study show what might be expected intuitively. The study brought intolight some interesting findings regarding the factors causing stress leading to various
burnouts. In the light of the results the study come to conclude that negative feelings about the Responsibility Pressures, Work load, Quality Concerns, Time Stress, Role conflicts,
Anxiety Job vs. Non job Conflicts major stress creating factors in the banks. It is important
to note that the major cause of the stress is work load and time stress.
The undue work load and prolong working hours affect most of the employees. The results
reveal that this stressor is causing burnout. The long day working leads employees to
physical burnout and causing extreme tiredness. Continuous interaction with customers,
and dealing with amounts all the day is the basic job of bank employees. Employees are
also keeping off from all other activities due to long working hours.
These aspects lead to emotional exhaustion of banking sector employees which causes
mental and physical disturbance for them. Nature of the job in the banking sector has a
significant influence on the stress and burnout. The negative feelings about organization
structure, job elements, relationship at work, and family/work interface are the potential
sources of stress for bank employees.
There is significantly positive relationship between all elements of stress with each
category of burnout. It is evident that increasing stress in the banking sector will lead to
higher level of burnout. Present research shows that Perceived Organizational Support plays the important role in reducing stress and moderates the relationship between job
stress and burnout. POS have the positive impact over burnout and it influences therelationship of these variables.
LIMITATIONS
The generalization of the results is limited because instead of using psychological test, the
study has evaluated stress and burnout on the self rating of the banking sector employees.
The sample size is not large enough and do not cover all banks working in Pakistan.
The non-serious attitude of the respondent and other delicate issues might manipulate theresponses to some extent. However, given the above mentioned limitations, the results of this study highlighted some significant stresses/burnouts and brought to light the need for
the future research. As this area of knowledge has not been investigated by the researchers
in Pakistan, so for, the study also has contributed important information about the stress
and burnout in the banking sector of Pakistan.
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Managerial Implications:
This study will provide new insights for stress management in banking sector in addition to
the theoretical contributions described. As this study was conducted from the bank
employees, the most important area of the study is managing stress among employees. In
addition to contributions POS influence the relationship between stress and burnout.
According to our personal observation a way to reduce feelings of emotional exhaustion,
prevent depersonalization, are valuing employees contributions, acting in their best
interests, showing concern, and helping employees when they need help, or enhancing
organizational support. Thus our results suggest that as role conflict decreases and
organizational support enhance burnout can be overcome.
The study disclosed that banking sector employees irrespective of their nature of job are
facing stress. The potential stressors identified by the study are workload, long working
hours, lack of ample time for family and job worries at home. The study also revealed that
these stresses are leading to physical and psychological burnout of employees.
The study suggests that the elements which are creating stress leading to burnout needsattention of the State Bank of Pakistan and Human Resource departments of the banks. The
study recommends that reducing the work load of employees by either appropriate
division of labor or increasing number of employees is of significant importance.
Shifts in bank work hours may reduce the stress. Staff should be highly trained by the HRDso that fewer problems would be faced by employees and reduce communication lack. The
stress caused by inadequate salary, needs an adequate salary structure. Reasons foremotional exhaustion are seen due to the lack of ample time for family and job worries at
home, it needs special attention because it is highly contributed to the burnout and it needs
reconsideration.
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