Journal of Organization and Human Behaviour

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Impact Of Job Satisfaction On Performance: A Case Of Frontline Employees In Nepalese Public Banks


Affiliations
1 Faculty of Management, Tribhuvan University, Nepal, Nepal
     

   Subscribe/Renew Journal


To link the customers with the organisation in a competitive business environment, the performance of the frontline employees is vital. The workplace performance is linked with the employee’s satisfaction with the work environment and the job itself, and subsequently, their survival. Focusing on frontline employees becomes very crucial to keep the need for interactive banking service delivery. This study aimed at analysing the effect of job satisfaction on job performance of frontline employees in public banks in Nepal. In addition, it aimed to examine the association between demographic variables and job satisfaction and job performance. This study adopted the quantitative approach, with a sample of 318 responses from frontline employees. The study demonstrated that job satisfaction significantly correlates and determines job performance of frontline employees. Likewise, gender and work tenure significantly contribute to job satisfaction, and work tenure significantly contributes to job performance. Overall, this study shows that job satisfaction influences frontline employees’ job performance, subsequently affecting the organisation’s service performance.

Keywords

Job Satisfaction, Job Performance, Public Banks, Frontline Employees, Commercial Banks, Service Performance, Employee Satisfaction, Employee Performance
Subscription Login to verify subscription
User
Notifications
Font Size

  • Al-Ajmi, R. (2006). The effect of gender on job satisfaction and organisational commitment in Kuwait. International Journal of Management, 23(4), 838.

  • Armstrong, M., & Taylor, S. (2014). Armstrong’s handbook of human resource management practice.

  • Austrom, D. R., Baldwin, T. T., & Macy, G. J. (1988). The single worker: An empirical exploration of attitudes, behavior, and well-being. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de l’Administration, 5(4), 22-29.

  • Avolio, B. J., Waldman, D. A., & McDaniel, M. A. (1990).Age and work performance in non-managerial jobs: The effects of experience and occupational type. Academy of Management Journal, 33(2), 407-422.

  • Azim, M. T., Haque, M. M., & Chowdhury, R. A. (2013).Gender, marital status and job satisfaction an empirical study. International Review of Management and Business Research, 2(2), 488.

  • Aziri, B. (2011). Job satisfaction: A literature review. Management Research & Practice, 3(4).

  • Babakus, E., Yavas, U., Karatepe, O. M., & Avci, T. (2003).The effect of management commitment to service quality on employees’ affective and performance outcomes.Journal of the Academy of Marketing Science, 31(3), 272-286.

  • Babin, B. J., & Boles, J. S. (1998). Employee behavior in a service environment: A model and test of potential differences between men and women. Journal of Marketing, 62(2), 77-91.

  • Bedeian, A. G., Ferris, G. R., & Kacmar, K. M. (1992). Age, tenure, and job satisfaction: A tale of two perspectives.Journal of Vocational Behavior, 40(1), 33-48.

  • Bender, K. A., Donohue, S. M., & Heywood, J. S. (2005).Job satisfaction and gender segregation. Oxford Economic Papers, 57(3), 479-496.

  • Bernstein, D. A., & Nash, P. W. (2008). Essentials of psychology (4th ed.). Boston: Cengage Learning.

  • Bertolino, M., Truxillo, D. M., & Fraccaroli, F. (2013). Age effects on perceived personality andjob performance.Journal of Managerial Psychology, 28(7/8), 867-885.

  • Bettencourt, L. A., & Brown, S. W. (2003). Role stressors and customer-oriented boundary spanning behaviors in service organisations. Journal of the Academy of Marketing Science, 31(4), 394-408.

  • Bilgiç, R. (1998). The relationship between job satisfaction and personal characteristics of Turkish workers. The Journal of Psychology, 132(5), 549-557.

  • Black, B., & DiNitto, D. M. (1995). Volunteers who work with survivors of rape and battering: Motivations, acceptance, satisfaction length of service, and gender differences. Journal of Social Service Research, 20(1-2), 73-97.

  • Boumans, N. P., De Jong, A. H., & Janssen, S. M. (2011).Age-differences in work motivation and job satisfaction.The influence of age on the relationships between work characteristics and workers’ outcomes. The International Journal of Aging and Human Development, 73(4), 331-350.

  • Campbell, J. P. (1990). Modeling the performance prediction problem in industrial and organisational psychology. In M. D. Dunnette & L. M. Hough (Eds.), Handbook of Industrial and Organisational Psychology (pp. 687-732).Consulting Psychologists Press.

  • Campbell, J. P., & Wiernik, B. M. (2015). The modeling and assessment of work performance. Annual Review of Organisational Psychology and Organisational Behavior, 2, 47-74.

  • Choi, E. K., & Joung, H. W. (2017). Employee job satisfaction and customer-oriented behavior: A study of frontline employees in the foodservice industry. Journal of Human Resources in Hospitality & Tourism, 16(3), 235-251.

  • Clark, A. E. (1997). Job satisfaction and gender: Why are women so happy at work? Labour Economics, 4(4), 341-372.

  • Clark, A. E., & Oswald, A. J. (1996). Satisfaction and comparison income. Journal of Public Economics, 61(3), 359-381.

  • Coomber, B., & Barriball, K. L. (2007). Impact of job satisfaction components on intent to leave and turnover for hospital-based nurses: A review of the research literature. International Journal of Nursing Studies, 44(2), 297-314.

  • Cronley, C., & Kim, Y. (2017). Intentions to turnover: Testing the moderated effects of organisational culture, as mediated by job satisfaction, within the Salvation Army. Leadership & Organisation Development Journal, 38(2), 194-209.

  • Crossman, A., & Abou-Zaki, B. (2003). Job satisfaction and employee performance of Lebanese banking staff. Journal of Managerial Psychology, 18(4), 368-376.

  • Currall, S. C., Towler, A. J., Judge, T. A., & Kohn, L. (2005). Pay satisfaction and organisational outcomes. Personnel Psychology, 58(3), 613-640.

  • Davar, S. C., & RanjuBala. (2012). Relationship between job satisfaction & job performance: A meta-analysis. Indian Journal of Industrial Relations, 48(2), 290-305.

  • Day, N. E. (1993). Performance in salespeople - The impact of age. Journal of Managerial Issues, 5(2), 254-273.

  • Eren, E. (1996). Yönetim psikolojisi. Beta Yayınları, İstanbul. In Gürbüz, A. (2007). An assessment on the effect of education level on the job satisfaction from the tourism sector point of view. Doğuş Üniversitesi Dergisi, 8(1), 36-46.

  • Eskildsen, J., Kristensen, K., & Westlund, A. (2004). Work motivation and job satisfaction in the Nordic countries.Employee Relations, 26(2), 122-136.

  • Euske, K. J., Jackson, D. W., & Reif, W. E. (1980).Performance and satisfaction of bank managers. Journal of Bank Research, 11(1), 36-42.

  • Fitzmaurice, C. (2012). Job satisfaction in Ireland: An investigation into the influence of self-esteem, generalised self-efficacy and affect. Department of Psychology, DBS School of Arts.

  • Folami, L. B., & Jacobs, F. (2005). The joint effect of task characteristics and organisational context on job performance: A test using SEM. Journal of Business & Economics Research (JBER), 3(7).

  • Ford, M. E. (1992). Motivating humans: Goals, emotions, and personal agency beliefs. Sage Publications.

  • Frye, W. D., & Mount, D. J. (2007). An examination of job satisfaction of general managers based on hotel size and service type. Journal of Human Resources in Hospitality & Tourism, 6(2), 109-134.

  • Funmilola, O. F., Sola, K. T., & Olusola, A. G. (2013). Impact of job satisfaction dimensions on job performance in a small and medium enterprise in Ibadan, South Western, Nigeria. Interdisciplinary Journal of Contemporary Research in Business, 4(11), 509-521.

  • García-Bernal, J., Gargallo-Castel, A., Marzo-Navarro, M., & Rivera-Torres, P. (2005). Job satisfaction: Empirical evidence of gender differences. Women in Management Review, 20(4), 279-288.

  • González, F., Sánchez, S. M., & López-Guzmán, T. (2016).The effect of educational level on job satisfaction and organisational commitment: A case study in hospitality.International Journal of Hospitality & Tourism Administration, 17(3), 243-259.

  • Gordon, M. E., & Arvey, R. D. (1975). The relationship between education and satisfaction with job content. Academy of Management Journal, 18(4), 888-892.

  • Gray, A. M., & Phillips, V. L. (1994). Turnover, age and length of service: A comparison of nurses and other staff in the National Health Service. Journal of Advanced Nursing, 19(4), 819-827.

  • Greenhaus, J. H., & Parasuraman, S. (1993). Job performance attributions and career advancement prospects: An examination of gender and race effects. Organisational Behavior and Human Decision Processes, 55(2), 273-297.

  • Griffin, L. L., & Ayers, S. F. (2005). Introduction - The roles and process of mentoring. Journal of Teaching in Physical Education, 24(4), 297.

  • Gurbuz, A. (2007). The effect of education level on job satisfaction from tourism sector point of view. Journal of Educational Research, 9(1), 35-45.

  • Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52-70.

  • Hussain, K., Khan, A., & Bavik, A. (2003). The effects of job performance on frontline employee job satisfaction and quitting intent: The case of hotels in Turkish Republic of Northern Cyprus. EMU Journal of Tourism Research, 4(1), 83-94.

  • Iaffaldano, M. T., & Muchinsky, P. M. (1985). Job satisfaction and job performance: A meta-analysis. Psychological Bulletin, 97(2), 251.

  • Ilies, R., Yao, J., Curseu, P. L., & Liang, A. X. (2019).Educated and happy: A four-year study explaining the links between education, job fit, and life satisfaction.Applied Psychology, 68(1), 150-176.

  • Indermun, V., & Bayat, M. (2013). An analysis of organisational behaviour and its impact on organisational success. International Journal of Innovative Research in Management, 2(12), 43-53.

  • Jegadeesh, N., Green, T. C., & Tang, Y. (Jan. 2007). Gender and Job Performance: Evidence from Wall Street.Available at SSRN: https://ssrn.com/abstract=956101

  • Joshi, A., Son, J., & Roh, H. (2015). When can women close the gap? A meta-analytic test of sex differences in performance and rewards. Academy of Management Journal, 58(5), 1516-1545.

  • Kane, J. S. (1996). The conceptualization and representation of total performance effectiveness. Human Resource Management Review, 6(2), 123-145.

  • Kappagoda, U. W. M. R. (2012, February). Job satisfaction and its impact on task and contextual performance in the banking sector in Sri Lanka. In Proceedings, 1st International Conference on Management and Economics.

  • Karatepe, O. M., Uludag, O., Menevis, I., Hadzimehmedagic, L., & Baddar, L. (2006). The effects of selected individual characteristics on frontline employee performance and job satisfaction. Tourism Management, 27(4), 547-560.

  • Knudson, A. D. (1982). Young management women: A new look. Journal of the NAWDAC, 45(2), 3-9.

  • Koustelios, A. (2001). Personal characteristics and job satisfaction of Greek teachers. International Journal of Educational Management, 15(7), 354-358.

  • Koyuncu, M., Burke, R. and Fiksenbaum, L. (2006). Work engagement among women managers and professionals in a Turkish bank: Potential antecedents and consequences.Equal Opportunities International, 25(4), 299-310.

  • Kreitner, R., & Kinicki, A. (2013). Organisational behavior (10th ed.). USA: McGraw Hill Companies.

  • Kuncel, N. R., Hezlett, S. A., & Ones, D. S. (2004).Academic performance, career potential, creativity, and job performance: Can one construct predict them all?Journal of Personality and Social Psychology, 86(1), 148.

  • Lazear, E. (1977). Academic achievement and job performance: Note. The American Economic Review, 67(2), 252-254.

  • Lee, Y., Nam, J., Park, D., & Lee, K. (2006). What factors influence customer-oriented prosocial behavior of customer-contact employees? Journal of Services Marketing, 20(4), 251-264.

  • Lerato, M., & Oladele, O. I. (2011). Job tenure as correlate of job satisfaction among North-West University Mafikeng campus employees. Journal of Social Sciences, 29(1), 63-71.

  • Linz, S. (2003). Job satisfaction among Russian workers.International Journal of Manpower, 24(6), 626-652.

  • Locke, E. A. (1976). The nature and causes of job satisfaction. Handbook of Industrial and Organisational Psychology. Chicago: RandMc Narlly.

  • McNeilly, K., & Goldsmith, R. E. (1991). The moderating effects of gender and performance on job satisfaction and intentions to leave in the sales force. Journal of Business Research, 22(3), 219-232.

  • Mehay, S. L., & Bowman, W. R. (2005). Marital status and productivity: Evidence from personnel data. Southern Economic Journal, 72(1), 63-77.

  • Metle, M. K., & Alali, A. A. (2018). Gender disparity and its impact on job satisfaction: A comparative field study.Business Studies Journal, 28(1).

  • Miao, Y., Li, L., & Bian, Y. (2017). Gender differences in job quality and job satisfaction among doctors in rural western China. BMC Health Services Research, 17(1), 848.

  • Miller, J. (1980). Individual and occupational determinants of job satisfaction: A focus on gender differences. Sociology of Work and Occupations, 7(3), 337-366.

  • Mirvis, P. H., & Lawler, E. E. (1977). Measuring the financial impact of employee attitudes. Journal of Applied Psychology, 62(1), 1.

  • Moradi, E., Almutairi, D. O., Idrus, D., & Emami, R. (2013).The influence of organisational learning culture on job satisfaction among academic staff. Journal of Global Management, 5(1), 56-66.

  • Nepal Rastra Bank. (2019, April). Bank Supervision Report 2018. Kathmandu: Bank Supervision Department, Nepal Rastra Bank.

  • Ng, T. W., & Feldman, D. C. (2009). How broadly does education contribute to job performance? Personnel Psychology, 62(1), 89-134.

  • Ng, T. W., & Feldman, D. C. (2010). The relationships of age with job attitudes: A meta-analysis. Personnel Psychology, 63(3), 677-718.

  • Okpara, J. O., Squillace, M., & Erondu, E. A. (2005). Gender differences and job satisfaction: A study of university teachers in the United States. Women in Management Review, 20, 177-190.

  • Olatunji, S. O., & Mokuolu, B. O. (2014). The influence of sex, marital status, and tenure of service on job stress, and job satisfaction of health workers in a Nigerian federal health institution. African Research Review, 8(1), 126-133.

  • Oshagbemi, T. (2000). Is length of service related to the level of job satisfaction? International Journal of Social Economics, 27(3), 213-226.

  • Oshagbemi, T. (2003). Personal correlates of job satisfaction: Empirical evidence from UK universities. International Journal of Social Economics, 30(12), 1210-1232.

  • Padmanabhan, L., & Magesh, R. (2016). Difference between employees marital status and performance level in IT industry. Imperial Journal of Interdisciplinary Research, 2(6), 1173-1176.

  • Pennings, J. M., Lee, K., & Witteloostuijn, A. V. (1998).Human capital, social capital, and firm dissolution. Academy of Management Journal, 41(4), 425-440.

  • Petty, M. M., McGee, G. W., & Cavender, J. W. (1984). Ameta-analysis of the relationships between individual job satisfaction and individual performance. Academy of Management Review, 9(4), 712-721.

  • Pugno, M., & Depedri, S. (2010). Job performance and job satisfaction: An integrated survey. Economia Politica, 27(1), 175-210.

  • Quińones, M. A., Ford, J. K., & Teachout, M. S. (2001). The relationship between work experience and job performance: A conceptual and meta-analytic review. United States Air Force Research Laboratory.

  • Russell, J. E., & Rush, M. C. (1987). The effects of sex and marital/parental status on performance evaluations and attributions, Sex Roles, 17(3-4), 221-236.

  • Saks, A. M., & Waldman, D. A. (1998). The relationship between age and job performance evaluations for entry-level professionals. The International Journal of Industrial, Occupational and Organisational Psychology and Behavior, 19(4), 409-419.

  • Saner, T., & Eyüpoğlu, Ş. Z. (2012). The age and job satisfaction relationship in higher education. ProcediaSocial and Behavioral Sciences, 55, 1020-1026.

  • Saner, T., & Eyüpoğlu, Ş. Z. (2013). The gender-marital status job satisfaction relationship of academics. Procedia-Social and Behavioral Sciences, 106, 2817-2821.

  • Schick, G. J., & Kunnecke, B. F. (1982). Do high grades, top schools, or an advanced degree lead to job security and extraordinary salary progression? Interfaces, 12(1), 9-18.

  • Schober, P., Boer, C., & Schwarte, L. A. (2018). Correlation coefficients: appropriate use and interpretation. Anesthesia & Analgesia, 126(5), 1763-1768.

  • Schwab, D. P., & Heneman, H. G. (1977). Effects of age and experience on productivity. Industrial Gerontology, 4(2),113-117.

  • Shmailan, B., & Abdulwahab, S. (2016). The relationship between job satisfaction, job performance and employee engagement: An explorative study. Issues in Business Management and Economics, 4(1), 1-8.

  • Sinha, D., & Sarma, K. C. (1962). Union attitude and job satisfaction in Indian workers. Journal of Applied Psychology, 46(4), 247.

  • Sloane, P. J., & Williams, H. (2000). Job satisfaction, comparison earnings, and gender. Labour, 14(3), 473-502.

  • Sonnentag, S., Volmer, J., & Spychala, A. (2008). Job performance. The Sage Handbook of Organisational Behavior, 1, 427-447.

  • Sousa-Poza, A., & Sousa-Poza, A. A. (2000). Taking another look at the gender/job-satisfaction paradox. Kyklos, 53(2),135-152.

  • Spector, P. E. (1997). Job satisfaction: Application, assessment, causes, and consequences (vol. 3). Sage publications.

  • Ssesanga, K., & Garrett, R. M. (2005). Job satisfaction of university academics: Perspectives from Uganda. Higher Education, 50(1), 33-56.

  • Sulkin, H. A., & Pranis, R. W. (1967). Comparison of grievants with non-grievants in a heavy machinery company. Personnel Psychology.

  • Vroom, V. H. (1964). Work and motivation. New York:Wiley.

  • Waldman, D. A., & Avolio, B. J. (1993). Aging and work performance in perspective: Contextual and developmental considerations. Research in Personnel and Human Resources Management, 11, 133-162.

  • Ward, M. E., & Sloane, P. J. (2000). Non-pecuniary advantages versus pecuniary disadvantages: Job satisfaction among male and female academics in Scottish universities. Scottish Journal of Political Economy, 47(3), 273-303.

  • Wilson, A., & Frimpong, J. (2004). A reconceptualisation of the satisfaction-service performance thesis. Journal of Services Marketing, 18(6), 471-481.


Abstract Views: 190

PDF Views: 0




  • Impact Of Job Satisfaction On Performance: A Case Of Frontline Employees In Nepalese Public Banks

Abstract Views: 190  |  PDF Views: 0

Authors

Gangaram Biswakarma
Faculty of Management, Tribhuvan University, Nepal, Nepal
Achyut Gnawali
Faculty of Management, Tribhuvan University, Nepal, Nepal

Abstract


To link the customers with the organisation in a competitive business environment, the performance of the frontline employees is vital. The workplace performance is linked with the employee’s satisfaction with the work environment and the job itself, and subsequently, their survival. Focusing on frontline employees becomes very crucial to keep the need for interactive banking service delivery. This study aimed at analysing the effect of job satisfaction on job performance of frontline employees in public banks in Nepal. In addition, it aimed to examine the association between demographic variables and job satisfaction and job performance. This study adopted the quantitative approach, with a sample of 318 responses from frontline employees. The study demonstrated that job satisfaction significantly correlates and determines job performance of frontline employees. Likewise, gender and work tenure significantly contribute to job satisfaction, and work tenure significantly contributes to job performance. Overall, this study shows that job satisfaction influences frontline employees’ job performance, subsequently affecting the organisation’s service performance.

Keywords


Job Satisfaction, Job Performance, Public Banks, Frontline Employees, Commercial Banks, Service Performance, Employee Satisfaction, Employee Performance

References