ASSESSMENT OF THE EFFECT OF JOB STRESS ON THE PERFORMANCE OF BANKERS IN NIGERIA
(A STUDY OF UNION BANK NIGERIA PLC, ENUGU MAIN OFFICE)
ABSTRACT
This research work assessed the Effect of Job Stress on the Performance of Bankers in Union Bank Nigeria Plc, Enugu Main Office. The objectives of the study included to: Find out the effect of work overload on ability to meet target set by Union Bank Nigeria plc, examine how level of pressure affects the successful balancing of account by workers of Union Bank Nigeria Plc and ascertain the relationship between stress level and punctuality of workers. The major instrument of data collection was the questionnaire. The sources of data were the primary and secondary sources. The population of the study was 95 while the sample size of 77 was determined using the Taro Yamane’s formula. The data collected were presented in tables of frequencies and percentages using the five point Likert scale. The hypotheses were tested using the chi-square distribution formula. The findings included that work overload does not have a positive effect on ability to meet target set by Union Bank Nigeria Plc, level of pressure does not positively affect the successful balancing of account by workers of Union Bank Nigeria Plc and Stress level has a positive relationship with punctuality of workers of Union Bank Nigeria Plc. The research concluded that stress can have both negative and positive effect on performance of workers and it was recommended that management should introduce stress management techniques in their organizations for the workers to meet their set target.
TABLE OF CONTENTS
CHAPTER ONE: INTRODUCTION
1.1     Background of the Study                        
1.2     Statement of the Problem                        
1.3     Objectives of the Study                         
1.4     Research Questions                            
1.5     Statement of Hypotheses                         
1.6     Significance of the Study                        
1.7    Scope of the Study                             
1.8    Limitations of the Study                        
1.9    Historical Background of Union Bank             
1.10    Operational Definition of Terms                    
CHAPTER TWO: REVIEW OF RELATED LITERATURE
2.1    Conceptual Framework of the Study                
2.1.1 Concept of Job Stress                        
2.1.2 Nature of Stress                            
2.1.3 Stress Process or Response Stages                
2.1.4 Types of Stress                                
2.1.5 Causes or Sources of Stress at Work            
2.1.6     Symptoms and Effects of Stress on
Employees Productivity                        
2.1.7 The Impact of Stress on the Organisation            
2.1.8 The Impact of Stress on Performance            
2.1.9 Managing Stress                            
2.1.10 The Concept of Organizational Performance        
2.2     Theoretical Framework of the Study                
2.2.1 Person–Environment Fit theory                
2.2.2 Conservation of Resource Theory                
2.2.3 The Transactional Model of Stress                
2.3    Empirical Review                              
2.3.1 Effect of Work Overload on Ability to Meet Target
Set by Organization                            
2.3.2 Effect of Level of Pressure on Successful Balancing
of Account                                
2.3.3 Relationship between Stress Level and Punctuality
of Workers                                   
2.4 Summary of Review of Related Literature            
CHAPTER THREE: METHODOLOGY
3.1    Research Design                            
3.2    Sources of Data                            
3.2.1    Primary Sources                            
3.2.2 Secondary Sources                            
3.3    Area of the Study                            
3.4     Population of the Study                        
3.5    Sample Size Determination                     
3.6     Instruments for Data Collection                
3.7    Validity of the Instrument                     
3.8    Reliability of the Instrument                    
3.9     Methods of Data Presentation and Analysis        
CHAPTER FOUR: DATA PRESENTATION, ANALYSIS AND DISCUSSION OF FINDINGS
4.1    Data Presentation and Analysis                 
4.2    Bio-Data                                    
4.3     Data Relating to Research Questions                
4.3.1 Research Objective One                        
4.3.2 Research Objective Two                        
4.3.3 Research Objective Three                        
4.4    Test of Hypotheses                            
4.4.1 Work Overload has a positive effect on ability to
Meet Target set by Union Bank Nigeria Plc        
4.4.2 Level of pressure positively affects the successful
    balancing of account by workers of Union Bank
Nigeria plc                                
4.4.3 Stress level has a significant relationship with
punctuality of workers of Union Bank Nigeria        
4.5    Discussion of Findings                         
4.5.1 Discussion Based on Objective One                
4.5.2: Discussion Based on Objective Two                
4.5.3: Discussion Based on Objective Three            
CHAPTER FIVE: SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS
5.1    Summary of Findings                         
5.2     Conclusion                                 
5.3     Recommendations                             
5.4    Contribution to Knowledge                     
5.5     Suggestions for Further Research                
List of References                             
Appendix:                                    
Questionnaire                                
CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
Over the past few decades, stress is emerging as an increasing problem in organizations. It is a vigorous state in which a person is confronted with an opportunity, demand or resource, related to what the individual wishes and for which the outcome is perceived to be both vague and vital (Ramzan, 2016:61). The idea was first introduced by Selye in 1936. Stress is a psychological and physical state that results when the resources of the individual are not sufficient to cope with the demands and pressure of the situation. Thus, stress is more likely in some situations than others and in some individuals than others (Michi, 2014:102). Kahn (2014:98) posits that stress is a physical, chemical or emotional factor that causes bodily or mental tension and may be a factor in disease causation. It is a normal reaction, when the brain recognizes a threat.
However, the current turbulent environment in which some workers conduct their work requires that organizations examine their practices.  The Nigeria banking industry is an inherently stressful profession, with long working hours, heavy workloads, difficult customers and conflicting demands. The physical and psychological demands of workers in the bank, make them more vulnerable to high levels of stress. They do not dismiss from work on time. Some work on Saturday and even now that they operate the Automated Teller Machine, some work on Sundays. All these add up to stress. Sources of stress can also be from a demanding boss, annoying co-workers, poor time management, unclear job descriptions, feelings of inadequacy and insecurity, inability to get things done and complexity of task (Steiner, 2010,59).
In the same breadth, Deam (2014:93) views stress related illnesses as the leading cause of poor performance. The illness includes headaches, sleep disorders, vision problems, weight loss/gain, and high blood pressure. Stress affects cardiovascular, gastrointestinal and musculoskeletal systems. Some workers have developed chronic back pain, as an effect of long sitting hours at work.
Omolara (2016:65) opines that the positive side of stress is that it can jumpstart your adrenalin and motivate the workers to perform tasks more quickly in response to impending deadlines. However, an over whelming workload, lack of peer support and too many demands at once, contribute to a sense of frustration and panic, that there isn’t enough time to complete the work. If these conditions routinely result in overtime or having to take work home, the stress of being unable to manage time efficiently can make employees develop resentment towards the company as well as negatively influence their commitment and loyalty.
Michael (2015:79) asserts that stress is a major contributor to job burnout and strained interactions with peers and supervisors. The combined feelings of helplessness and hopelessness generate heightened sensitivities to any and all forms of criticisms, defensiveness, depression, paranoia about job security, jealousy and resentment towards co-workers, who seem to have everything under control, short-fuse tempers, diminished self-esteem and withdrawal. Stress affects that ability to remember things you already know, to process new information you are learning and to apply both to analytical situation. When an employee is mentally exhausted from all of the worries, anxieties and tension, brought on by a stressful environment or life style, the employee is more easily distracted and prone to making costly mistakes on the job.
In addition, the workers in the Nigerian banking industry work for longer hours as a result of work overload, thereby inducing job stress. It is based on this backdrop that this research assessed the effect of job stress on the performance of bankers in Nigeria, with Union Bank Nigeria Plc.
1.2 Statement of the Problem
Not managing job stress in an organization, has resulted in psychological and physical impact on the employee which has led to decline in employee performance. The load of bankers in Nigeria affect them psychologically and physically and it is very difficult for bankers to achieve optimum performance, when they are psychologically and physically affected in their workplace.
Furthermore, another effect of job stress on the performance of bankers in Nigeria is the health challenges that stress can cause for workers. Those health challenges include chronic headache, sleep disorders, vision problems etc and these have resulted in increased absenteeism and late coming among bankers in Nigeria.
The inability to manage work stress in an organization, may have resulted in bank employees finding it difficult to balance their accounts at the end of the day, as a result of errors in their day to day activities, the challenge of meeting of targets and the drop in the level of punctuality of bank workers may be attributed to the stress inherent in their job. The study became necessary to assess the effect of stress on the performance of bank workers in Union Bank, Enugu, main office.      
1.3 Objectives of the Study
The broad objective of the study was to assess the effect of job stress on the performance of bankers in Nigeria. However, the specific objectives included to:
1.    Find out the effect of work overload on ability to meet target set by Union Bank Nigeria plc.
2.    Examine how level of pressure affect the successful balancing of accounts by workers of Union Bank Nigeria plc.
3.    Ascertain the relationship between stress level and punctuality of workers of Union Bank Nigeria plc.
1.4 Research Questions
Based on the objectives of the study, the following research questions were raised.
1.    What is the effect of work overload on ability to meet target set by Union Bank Nigeria plc?
2.    How does level of pressure affect the successful balancing of account by workers of Union Bank Nigeria plc?
3.    What is the relationship between stress level and punctuality of workers of Union Bank Nigeria plc?
1.5 Research Hypotheses
Based on the research questions, the following hypotheses were formulated
1.    Work overload has a positive effect on ability to meet target set by Union Bank Nigeria plc.
2.    Level of pressure positively affects the successful balancing of account by workers of Union Bank Nigeria plc.
3.    Stress level has a direct relationship with punctuality of workers of Union Bank Nigeria.
1.6    Significance of the Study
This research work will be beneficial to the employees of Union Bank Nigeria plc. This is because they will know how job stress affects the performance of their workers. Union Bank Nigeria Plc, is known to set high targets for their employees and equally dismissing late as a result of work overload. This research work, will bring out to the forefront, how work overload causes stress among their workers and the effect on the performance of their employees.
The researcher will benefit from this research work, as it is a partial requirement for the award of a Bachelor of Science (B.Sc) degree in Business Administration.
The university will benefit as the research work increases its data bank. Finally this research work will serve as reference material for further research on this topic.
1.7    Scope of the Study
This research work covered the effect of work overload on ability to meet target, how the level of pressure affects the successful balancing of account and the relationship between stress level and punctuality of workers. The time scope is between 2016-2017.  
1.8    Limitations of the Study
The researcher encountered some problems while carrying out this study. They include uncooperative attitude of respondents, and difficulty in collecting materials from both ESUT and UNEC libraries.
Uncooperative Attitude of Respondents: The respondents of Union Bank Nigeria Plc, were economical with information, but when they confirmed that this research was purely for academic purpose , they gave out useful information necessary for the execution of the research.
Difficulty in Collecting Materials from the Libraries: The research did not find it easy collecting materials from both ESUT and UNEC libraries, but after much persuasion, the librarians were able to assist the researcher.
1.9    Historical Background of Union Bank Nigeria Plc
Union Bank of Nigeria’s rich history can be traced to 1917 when it was first established as a colonial Bank. In 1925 the bank became known as Barclays bank DCO (Dominion, colonial and overseas). Resulting from its acquisition by Barclays bank following Nigeria’s independence and the enactment of the companies’ Act of 1968, the bank was in corporated as Barclays Bank of Nigeria Limited (BBNL, 1969). Between 1971 and 1979, the bank went through a series of changes including its listing on the NSE and share acquisitions/transfers driven by the Nigeria Enterprises Promotion Act (1972 and 1977): this resulted in its evolution into a new wholly Nigerian-owned entity. To reflect the new ownerships structure and in compliance with the companies and allied matters act of 1990, it assumed the name Union Bank of Nigeria Plc, (UBN “the Bank” or “Union Bank”).  
In 1993, in line with its privatization/commercialization drive, the federal government divested by selling its controlling shares (51.6%) to private investors. Thus, Union Bank became fully owned by Nigeria citizens and organization all with the private sector. During the central Bank of Nigeria’s (CBN) banking sector consolidation policy Union Bank of Nigeria Pc acquired the formed universal trust Bank Plc and Broad Bank Ltd and absorbed its one-time subsidiary, Union merchant Bank Ltd.  
Following the banking crisis in 2009 and the intervention of the CBN via Asset Management Company of Nigeria (AMCON), the bank was recapitalized in 2012 with an injection of $500 million by Union Global Partners Limited (UGPL), a consortium of local and international investors. UGPL acquired 65% of the bank’s shareholding and in the last quarter of 2014, AMCON’s remaining 20% stake in the bank was acquired by Atlas Mara. UGPL comprises:
i.    Africa Capital Alliance
ii.    ADC African Development Corporation
iii.    Corsair Capital
iv.    FMO (the Netherlands Development Finance Company
v.    Chandler Corporation
vi.    Standard Chartered Private Equity
In compliance with CBN’s regulation 3, UBN is divesting of all non-core banking subsidiaries, which aligns with our core banking business model. Union Bank, United Kingdom (UBUK) will remain the only subsidiary of the bank.
1.10 Operational Definition of Terms
Job stress: This is an unwanted reaction which employees of Union Bank Nigeria Plc have as a result of severe pressure or other types of demand placed upon them.
Performance: This is the accomplishments of a given task by members of Union Bank Nigeria Plc measured against pre-set known standard of speed, accuracy and completeness. In the study performance measures included meeting of targets, punctuality and successful balancing of accounts.