Examining occupational stress, job satisfaction and gender difference among bank tellers: evidence from Ghana

Abstract

Purpose

Bank tellers have been ignored in stress research. The purpose of this paper is to investigate the relationships between occupational stress, job satisfaction, and gender difference among bank tellers in Ghana.

Design/methodology/approach

Using a cross-sectional survey approach, the authors used questionnaires to collect data from bank tellers in Ghana. Valid questionnaires were retrieved from 112 tellers across four banks. The hypotheses were tested using Pearson r-test, standard multiple regression and independent t-test.

Findings

The results revealed that tellers are more likely to exhibit counterproductive behaviours such as job dissatisfaction due to work-related stress. The results further showed that gender is not a strong determinant of job satisfaction and occupational stress among the bank tellers. Thus, both male and female tellers can have similar stress perceptions and experiences. Also, both male and female tellers can be satisfied with their jobs.

Research limitations/implications

The findings must be interpreted with caution because cross-sectional surveys are often criticised for causality issues. The causality issue here is that the use of cross-sectional data did not allow the study to examine any changes in some of the constructs examined with time. Also, the results are occupation, industry and country-specific.

Practical implications

To reduce counterproductive behaviours due to occupational stress, human resource managers and line managers of the banks urgently need to train bank tellers on stress management. Emotional intelligence training is also necessary for bank tellers to obtain the needed resources and competencies to deal with daily stress.

Social implications

A stressful work environment negatively affects employee and organisational productivity and performance. The socioeconomic consequences of occupational stress are expensive for organisations, economies and society. The indirect effect of stress on employees' families and friends are often ignored by organisations.

Originality/value

The transactional stress theory has been applied towards an understanding of occupational stress and job satisfaction among bank tellers. The examination and establishment of particular relationships between occupational stress, job satisfaction and gender difference are significant for human resource managers and other line managers.

Citation

Dartey-Baah, K., Quartey, S.H. and Osafo, G.A. (2020), "Examining occupational stress, job satisfaction and gender difference among bank tellers: evidence from Ghana", International Journal of Productivity and Performance Management, Vol. 69 No. 7, pp. 1437-1454. https://doi.org/10.1108/IJPPM-07-2019-0323