JOB STRESS IN THE BANKING INDUSTRY: A CASE STUDY OF GUARANTEE TRUST BANK
ABSTRACT
The purpose of this study is to examine the effect of job stress in the banking sector using Guaranty Trust Bank as a case study. The objective of this study is to examine the effect of job stress, emotional exhaustion and organizational commitment and occupational stress on employee performance. This study employed qualitative research instrument through the administration of questionnaires to one-hundred (100) staffs of Guaranty Trust Bank in Benin City. The study adopted descriptive statistics, Cronbach Alpha test, Pearson correlation and multiple regression techniques for the empirical analysis.
The multiple regression results revealed that job stress and employee performance was significant and positively related. Emotional exhaustion employee performance was significant and positively related. Organizational commitment and occupational stress employee performance was significant and positively related.
The study recommended that management of banks should ensure that staffs are committed to the organizational goals and objectives. It is therefore suggested that further empirical work should be conducted on the areas of job stress and performance outside the banking sector.
TABLE OF CONTENTS
CHAPTER ONE: INTRODUCTION
1.1 Background To The Study    -    -    
1.2 Statement of the Problem    -    -    -    -    -
1.3 Research Questions    -    -    -    
1.4 Objectives of the Study    -    -    -    -    
1.5 Significance of the Study    -    -    -    -    -
1.6 Scope of the Study    -    -    -    -
CHAPTER TWO: LITERATURE REVIEW
2.1 Introduction    -    -    -    -    -    -
2.2 Concept of Employee Performance    -    -    -
2.2.1 Measurement of Employee Performance    -    -
2.3 Job Stress and Employee Performance    -    
2.3.1 Emotional Exhaustion and Employee Performance    -    
2.3.2 Organizational Commitment and occupational stress and
Employee Performance    -    -    -    
2.4 Theoretical Framework    -    -    -    -
2.4.1 Cybernetic Theory of Job Stress    -    
CHAPTER THREE: METHODOLOGY
3.1 Introduction    -    -    -
3.2 Research Design    -    -    -    -    -    -    
3.3 Population and Sampling    -    -    -    -    
3.4 Operationalization and Measurement of Variables    -    -
3.5 Research Instrument    -    -    -    -    
3.6 Sources of Data    -    -    -    -    
3.7 Method of Data Analysis    -    -    
CHAPTER FOUR: DATA PRESENTATION AND ANALYSES OF RESULTS
4.1 Introduction-    -    -    -    -        -    
4.2 Data Presentation and Analysis for Sample Background Variables-    -
4.3 Data Presentation and Analysis for the Variables-    -    -
4.3.1 Reliability Test    -    -    -    -    -    -
4.3.2 Correlation Matrix    -    -    -    -    -
4.3.3 Multiple Regression Result    -    -    -    
Discussion of Findings    -    -    -    -    
CHAPTER FIVE: SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS
5.1 Introduction    -    -    -    -    -    -    -    
5.2 Summary of Findings    -    -    -    -    -
5.3 Contribution to Knowledge    -    -    -    -    -    
5.4 Conclusion    -    -    -    -    -    -    -    
5.5 Policy Recommendations and Implication    -    -    -    
APPENDIX 1    -    -    -    -
APPENDIX II    -    -    -    -    
REFERENCES    -    -    -    -    
LIST OF TABLES
Table 3.1: Measurement of the Independent and Dependent Variables    -    
Table 4.1: Demography of Respondents-    -    -    -    -    
Table 4.2: Reliability Test-    -    -    -    -    -    -    
Table 4.3: Correlations Result    -    -    -    -    
Table 4.4: Multiple Regression Result    -    -    -
CHAPTER ONE
INTRODUCTION
1.1 Background to the Study
    Job stress is a state of tension that is created when a person responds to the demands and pressures that come from work, family and other external sources, as well as those that are internally generated from self-imposed demands, obligations and self-criticism. The terms work stress, job stress, or occupational stress is used interchangeably (Dollard, 2003). Employers and governments have had increasing concern about occupational stress for over twenty years. In the past decade, effects of economic globalization and rapid technological changes have resulted in increased workloads and a faster pace in the work place (Dollard 2003).  Stress is 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. Selye (1936) see stress as the force, pressure, or tension subjected upon an individual who resists these forces and attempt to uphold its true state.
The job stress should not be considered as a problem of an organisation alone. In general, an economy and a society consist of many socio and economic institutions. These institutions are inter-related in nature. Hence, it should be understood that the stress of an individual worker in an organization not only affects the institution or organisation concerned but also other institutions and organisations of an economy as well. Furthermore, stress is a relative term and not every one may feel stress while working under the same type of circumstance. Thus, the reason for stress may differ from person to person. Stress is not therefore to be considered harmful. On the one side, stress provides the means to express talents and energies, and pursue happiness, while on the other it can also cause exhaustion and illness, either physical or psychological. An optimum amount of stress can always act as an energizer or motivator and propel people to apply efforts and complete their work but a high level of stress can be a serious threat to the personality traits of the individual and can cause physiological and social problems (Enekwe, Agu, & Eziedo, 2014).
Job stress has been of great concern to employees and other stakeholders of organizations. Job stress researchers agree that stress is a serious problem in many organizations (Cooper & Cartwright, 1994; Varca, 1994; Ornelas & Kleiner, 2003). Job stress is defined as the perception of a discrepancy between environmental demands (stressors) and individual capacities to fill these demands (Topper, 2007; Vermut & Steensma, 2005; Ornelas & Kleiner, 2003; Varca, 1999). According to Stoppler (2011) generally, stress is said to contain external and internal factors. External factors comprise the physical atmosphere such as challenges, difficulties, and expectations that confronted by people on a day-to-day basis. Internal factors confirm body's ability to retort to, and cope with, the external stress-inducing factors. Internal factors that influence the power to handle stress consist of nutritional standing, overall health and fitness levels, emotional well-being, and also the quantity of sleep and rest that a person get. Therefore, this research will try to find out the effect of job stress in job performance and interventions that can be applied by management and employees to manage stress effectively.
    Lee and Graham (2001) stated that poor management is the major cause of stress. Occupational stress significantly reduces brain functions such as memory, concentration, and learning and impairs the immune system. These are central to effective performance at work (Chapman, 2006). It may also be manifested as ineffective coping patterns, impaired thought processes or disrupted relationships which renders the nurse incompetent and prone to errors in their clinical decision making and practice. Occupational stress reduces productivity, increases management pressures and makes people ill in many ways, evidence of which is still increasing (Chapman, 2006).
1.2 Statement of the Problem
    The present agitated environment in which some employees carry out their work requires that organizations observe their skills. Working in the Nigerian banking industry is an inherently, stressful occupation with long working hours, heavy workloads, uncooperative customers and striking demands (Ejike, Jovita, Chinwendu, Adaobi & Irene, 2014). The physical and physiological demands of employee at the bank make them weaker to high level of stress. The job stress is an increasing problem in present day organizations. It does not affect the employees work life only, but has far reaching impact on employees’ family life as well. Stress refers to the pressure or tension people feel in life.
     Selye (1979) added that job stress is a non specific response of the body to any demand made upon it and automatically affects the health of employees. It causes various psychological problems like anger, depression, anxiety, irritability and tension. Job stress is the outcome of various organizational and individual stresses. Researches (Cooper & Cartwright, 2004) provide solid evidence that various organizational stresses like, role conflict, role ambiguity, role overload, task demands etc. increase the level of stress. Job related stress can cause job related dissatisfaction and hence may also lead to lesser motivation of employees. Keeping in view the effects of job stress on employee performance in the banking industry, this study is an attempt to explore job stress among employees in the Nigerian banking industry. It is in the light of these challenges that this research inquire to find answers to the research questions.
1.3 Research Questions
This study intends to proffer answers to the following research questions
(i)    What is the effect of job stress on employee’s performance?
(ii)    What is the effect of emotional exhaustion on employee’s performance?
(iii)    What is the effect of organizational commitment and occupational stress on employee’s     performance?
1.4 Objectives of the Study
The broad objective of this study is to find out the effect of job stress on the employees and the specific objectives include:
(i)    To find out the effect of job stress on employees performance.
(ii)    To determine the effect of emotional exhaustion on employee’s performance.
(iii)       To examine the effect of organizational commitment and occupational stress on     employee’s performance.
1.5 Significance of the Study
Employers: The study will enable the employer of labour to make feasible policies that will curb the effect of job stress in the banking industry.
Employee: The study will also enable the employees to know the possible effect of job stress and how they will cope with it in meeting the goals of the organizations. Job stress is a major factor that affects the performance of employees.
Practitioners and Consultants: This group of management teams, consultants, employees, practitioners and other relevant stakeholders will benefit from the study in coming out with sound policies that will the job stress among employees.
1.6 Scope of the Study
    This research focuses on job stress among employees in the banking industry. This study is delimited to the staff of Guaranty Trust bank in Benin City, Edo State, Nigeria. The study will employ qualitative research instrument through the administration of structure questionnaire to one-hundred (100) staffs of Guaranty Trust bank through simple random sampling techniques.