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International Conference on Applied Human Factors and Ergonomics

AHFE 2018: Advances in Human Factors, Business Management and Society pp 461–472Cite as

Understanding the Effect of Emotional Exhaustion on Tellers’ Job Satisfaction in Teller-Task Activity in Ghanaian Retail Banks

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Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 783))

Abstract

This study explored the influencing dynamics of tellers’ emotional exhaustion on their job satisfaction necessitated by the increased customer demand of direct teller service in the banking halls, as against the usage of automated teller machines in Ghana. Using a cross-sectional design, quantitative data was collected from five banks with similar institutional arrangements for teller work. Results from factor analysis identified seven factors that are indicative of the tellers’ emotional exhaustion, and four factors that are indicative of their job satisfaction. Results from correlation and regression analyses showed that a rise in the tellers’ emotional exhaustion reduces their satisfaction with the teller job. It is concluded that tellers become emotionally exhausted and dissatisfied with their jobs due to the absence of human resources management mechanisms that could have enabled the efficient design of the teller task and work environments that are conducive with bonded relationships between tellers’ and their supervisors.

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Author information

Authors and Affiliations

  1. University of Ghana Business School, P. O. Box LG 78, Legon, Accra, Ghana

    Mohammed-Aminu Sanda & Emmanuel Mawuena

  2. Luleå University of Technology, 97187, Luleå, SE, Sweden

    Mohammed-Aminu Sanda

Authors
  1. Mohammed-Aminu Sanda
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  2. Emmanuel Mawuena
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Corresponding author

Correspondence to Mohammed-Aminu Sanda .

Editor information

Editors and Affiliations

  1. School of Technology and Innovations, University of Vaasa, Vaasa, Finland

    Jussi Ilari Kantola

  2. Institute of Maritime Operations, University College of Southeast Norway, Borre, Norway

    Salman Nazir

  3. Hungarian-Netherlands School of Educational Management, University of Szeged, Szeged, Hungary

    Tibor Barath

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Sanda, MA., Mawuena, E. (2019). Understanding the Effect of Emotional Exhaustion on Tellers’ Job Satisfaction in Teller-Task Activity in Ghanaian Retail Banks. In: Kantola, J.I., Nazir, S., Barath, T. (eds) Advances in Human Factors, Business Management and Society. AHFE 2018. Advances in Intelligent Systems and Computing, vol 783. Springer, Cham. https://doi.org/10.1007/978-3-319-94709-9_45

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  • DOI: https://doi.org/10.1007/978-3-319-94709-9_45

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-94708-2

  • Online ISBN: 978-3-319-94709-9

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