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Employee
Burnout in
Banking Sector:
A Case Study of
HDFC Bank
SUBMITTED
SUBMITTED BY :
TO:
VANSHITA CHHABRA
1
127679
ACKNOWLEDGEMENT
CONTENTS
CHAPTER : INTRODUCTION
NEED OF THE STUDY
1
4-7
CHAPTER:
2
REVIEW OF
LITERATURE
8-12
CHAPTER : RESEARCH
3
METHODOLOGY
13-14
CHAPTER:
4
15-36
CHAPTER:
5
CONCLUSION AND
SUGGESTIONS
37-38
CHAPTER: 1
INTRODUCTIO
N
INTRODUCTION
Burnout syndrome is the mental, physical, and emotional effect of
stress experienced by any employee of an organization which lowers
the overall employee productivity. Many a times, work stress affects an
employees personal life as well.
Burnout strikes employees when they have exhausted their physical or
emotional strength. This usually occurs as a result of prolonged stress
or frustration. Sometimes the cause is the work environment. Stressful
jobs, lack of support and resources, and tight deadlines can all
contribute to burnout. Burnout can manifest itself in a variety of ways,
including the following:
Gradually, the victim becomes sluggish and can face an increase in the
number of absences at work. Many people try to cope with burnout
syndrome by over sleeping. However, eventually this syndrome begins
to affect the immune system - making sufferers prone to colds,
headaches, weakness and other health issues.
Common Causes:
Unrealistic goals and deadlines can leave employees feeling as
though they are always running and never getting anywhere,
causing exhaustion and frustration.
Unrealistic expectations can give employees the sense that they
never do enough. If management and colleagues always expect
more from certain staff members, they will lose initiative.
Similarly, when hard work goes unnoticed, employees can feel
that theyre not good enough.
Unrealistic workloads, such as when one employee is tasked with
doing the job of two people.
Employees who are often pulled in many directions or receive
conflicting directives will be under strain.
COMPANY PROFILE6
Objectives of the
Study
To study burnout among the employees of HDFC Bank.
To determine the causes of burnout among employees of HDFC
Bank.
7
CHAPTER: 2
REVIEW OF
LITERATURE
8
Review of literature
HalderSarmishtha in her research on A Study on Employee
Burnout in IT Sectoranalyzed results from the survey conducted to
find out burnout of Employees in IT. The main reasons which contribute
to Employees Burnout in IT Sector were identified by her and also
solutions to prevent it. The results were analyzed, and found that
Burning out of employees is creating serious problems for employees
as well as the organization as a whole.1
IllahiAbida in his research on Doctors at Risk of Job Burnout,
Diminishing Performance and Smoking Habitsexplored the
relationships among work-family conflict, workload, burnout (emotional
exhaustion) and diminishing performance in a sample of doctors. The
study investigated how these indicators of psychosocial work climate
influence respondents frequency of smoking habits. A questionnaire
survey has been carried out to explore these interrelationships. For
testing the theoretical model, the structural equation modelling (SEM)
technique was used. All hypotheses were supported and results
appeared in the expected directions. Findings showed that work-family
9
13
CHAPTER: 3
RESEARCH
METHODOLOG
Y
14
Research Methodology
The methodology which is adopted in this study is explained below Data Collection- Primary Data is collected for the purpose of
analysis.
Source of dataPrimary data is collected through a questionnaire filled by the
employees of HDFC Bank.
Sample size- 30 employees
Tools to be used- Percentage and Weighted Average is used
Duration of study- 6 months
15
Chapter : 4
ANALYSIS AND
INTERPRETATI
ON
16
Personal DetailsAgeAGE
<25
25-45
>45
Number Of Respondents
7
17
6
No. of Respondents
20%
23%
<25
25-45
>45
57%
Out of the total respondents, 57% of them belong to the age group 25-45
years, 23% of them are aged less than 25 years and only 6% of them are
aged more than 45 years.
Gender
Gender
Number of
Respondents
22
8
Male
Female
17
No.of Respondents
28%
Male
Female
72%
Out of the total emloyees taken, 72% of them were males and 28% of them
were females.
Area of responsibility:
Area of Responsibility
Customer services
Cash Operations
Accounts
Others
Number Of Respondents
6
10
8
6
Area of Responsibility
Others; 20%
Accounts; 27%
debit cards, ATMs etc. 20% were involved in providing help and services to
customers and 20% were from other areas.
1. What was the reason for you to choose this banking
profession?
Reason to choose
this profession
Own Interest
Parents Guidance
Others
Number of
Respondents
20
11
0
Parents Guidance
67%
Others
67% of the employees chose banking profession out of their own interest
while 33% of the employees has taken it on parents guidance.
19
Number of Respondents
4
24
2
Hours work
7%
13%
6-8 hours
8-10 hours
10-12 hours
80%
Analysis show that that the majority of the employees i.e. 80% work for 8-10
hours a day while only 13% of them work for 6-8 hours a day.7% of them
work for 10-12 hours a day. This long working hour triggers the burnout
factor among the employees. As per the bank timings, employees are
required to work till 3:30 pm. However, due to extra work pressure they stay
for longer period even after office hours which causes stress and ultimately
burnout.
20
Weights
5
4
3
2
1
Rarely; 2
Sometimes; 4
Always; 14
Often ; 10
Weights
5
4
3
2
1
Number of
Respondents
14
10
4
2
0
21
Weights * No. of
respondents
5*14 = 70
4*10 = 40
3*4 = 12
2*2 = 4
1*0 = 0
Weights
5
4
3
2
1
Extremely Satisfied; 3
Dissatiedsfi; 9
Satisfied; 13
Neither satisfied,Nor Dissatisfied; 5
Weights
5
4
3
Number of
Respondents
3
13
5
Weights * No. of
respondents
5*3 = 15
4*13 = 52
3*5= 15
2
1
9
0
2*9 = 18
1*0 = 0
22
Dissatisfied
Weights
5
4
3
2
1
Never; 2
Rarely; 6
Always; 3
Often; 8
Sometimes; 11
Weights
Number of
23
Weights * No. of
Always
Often
Sometimes
Rarely
Never
Respondents
3
8
11
6
2
5
4
3
2
1
respondents
5*3 = 15
4*8 = 32
3*11 = 33
2*6 = 12
1*2 = 2
Total = 15+32+33+12+2 = 94
Division the total with the total number of respondents
94 / 30 = 3.1
In order to get the weighted average this score is divided by the total
Number of weights and multiplied by hundred.
3.1*100 / 5 = 62%
6. Do you get proper recognition at the work place?
64% of the employees said that they get recognition at the work place
sometimes only. This may be a cause of burnout due which the
employees would not like to work well in future as no proper
recognition is being provided to them.
Calculation Of Weighted Average :
Assignment of weights:
Parameters
Always
Often
Sometimes
Rarely
Never
Weights
5
4
3
2
1
Always; 4
Rarely; 10
Often ; 7
Sometimes; 9
Weights
Number of
Respondents
24
Weights * No. of
respondents
Always
Often
Sometimes
Rarely
Never
5
4
3
2
1
4
7
9
10
0
5*4 = 20
4*7 = 28
3*9 = 27
2*10 = 20
1*0 = 0
Total = 20+28+27+20+0 = 95
Division the total with the total number of respondents
95 / 30 = 3.17
In order to get the weighted average this score is divided by the total
Number of weights and multiplied by hundred.3.17*100 / 5 = 63.5%
7. Do you feel stressed in dealing with serious projects?
Employees were asked that whether they feel stressed in dealing with
serious projects or not.71% of the employees said that they often feel
stressed in dealing with important projects which is an indication of
burnout.
Calculation Of Weighted Average :
Assignment of weights:
Parameters
Always
Often
Sometimes
Rarely
Never
Weights
5
4
3
2
1
Rarely; 2 Always; 6
Sometimes; 15
Often; 7
Weights
5
Number of
Respondents
6
25
Weights * No. of
respondents
5*6 = 30
Often
Sometimes
Rarely
Never
4
3
2
1
7
15
2
0
4*7 = 28
3*15 = 45
2*2 = 4
1*0 = 0
Weights
5
4
3
2
1
Rarely; 5
Always; 5
Sometime; 9
Often; 11
Weights
Number of
Respondents
26
Weights * No. of
respondents
Always
Often
Sometimes
Rarely
Never
5
4
3
2
1
5
11
9
5
0
5*5 = 25
4*11 = 44
3*9 = 27
2*5 = 10
1*0 = 0
Weights
5
4
3
2
1
Rarely; 3
Sometimes; 6
Always; 8
Often; 13
Weights
Number of
27
Weights * No. of
Always
Often
Sometimes
Rarely
Never
5
4
3
2
1
Respondents
8
13
6
3
0
respondents
5*8 = 40
4*13 =52
3*6 = 18
2*3 = 6
1*0 = 0
Weights
5
4
3
2
1
Rarely; 2
Sometimes; 6
Always; 8
Often; 14
Parameters
Always
Often
Sometimes
Rarely
Never
Weights
5
4
3
2
1
Number of
Respondents
8
14
6
2
0
Weights * No. of
respondents
5*8 = 40
4*14 = 56
3*6 = 18
2*4 = 8
1*0 = 0
Weighted
Factors
Long working
Average
hours
Long stay due to
4.13
meetings
Training after
3.16
office hours
Poor co-workers
2.73
relations
Less/No time for
1.44
relaxing
3.53
Rank
1
3
4
5
2
29
3.53
1.44
2.73
3.16
4.13
Weights
5
4
3
2
1
Weight
s
No. of
respo
dents
Rank 1
17
30
Weights *
No. of
respondents
5*17 = 85
Rank
Rank
Rank
Rank
2
3
4
5
4
3
2
1
6
3
2
2
4*6= 24
3*3 = 9
2*2 = 4
1*2 = 2
Rank
Rank
Rank
Rank
Rank
1
2
3
4
5
Weight
s
No. of
respo
dents
5
4
3
2
1
4
6
12
7
1
31
Weights *
No. of
respondents
5*4 = 20
4*6= 24
3*12 = 36
2*7 = 14
1*1 = 1
Weight
s
No. of
respo
dents
Weights *
No. of
respondents
Rank 1
5
3
5*3 = 15
Rank 2
4
4
4*4= 16
Rank 3
3
8
3*8 = 24
Rank 4
2
12
2*12 = 24
Rank 5
1
3
1*3 = 3
Dividing the total with the total number of respondents15+16+24+24+3/30
= 2.73
4.Poor co-workers relationEmployees stay 8-10 hours in a day at their working place. Lack of social
support from the colleagues and poor interpersonal relations with the coworkers may cause stress related burnout which affects their personal life.
In this case, weighted average calculated is 1.44 which means employees on
an average ranked poor co-workers relation as a factor of influencing work
life balance in the 5th position.
Multiplication of weights assigned to parameters with number of
respondents
Parameters
Weight
s
No. of
respo
dents
Rank 1
Rank 2
Rank 3
5
4
3
1
1
0
32
Weights *
No. of
respondents
5*1 = 5
4*1= 4
3*0 = 0
Rank 4
Rank 5
2
1
6
22
2*6 = 12
1*22 = 22
Weight
s
No. of
respo
dents
Weights *
No. of
respondents
Rank 1
5
5
5*5 = 25
Rank 2
4
13
4*13= 52
Rank 3
3
7
3*7 = 21
Rank 4
2
3
2*3 = 6
Rank 5
1
2
1*2 = 2
Dividing the total with the total number of respondents
25+52+21+6+2/30 = 3.53
12.
Feel at workplace
Number of
Respondents
6
17
4
3
Depressed
Lazy
Motivated
Enjoy work
33
Respondents
Enjoy wrk; 10%
Motivated; 13%
Depressed ; 20%
Lazy; 57%
Analysis show that 57% of the employees feel lazy while they are at work,
20% of them feel depressed, only 13% of them feel motivated and only 10%
enjoy work. This shows that around 77% of the employees are sufferers and
they do not enjoy work.
13.
Do you face problems in your personal life due to long
working hours?
Due to long working hours, employees often feel exhausted. They spend less
time with their family. They dont get time for relaxing. They dont get leisure
time. All these lead to problems in the personal life.
34
Analysis show that 54% of the employees sometimes face problems in their
personal life due to long working hours.
Calculation Of Weighted Average :
Assignment of weights:
Parameters
Always
Often
Sometimes
Rarely
Never
Weights
5
4
3
2
1
Weights
5
4
3
2
1
Number of
Respondents
2
5
12
4
7
Weights * No. of
respondents
5*2 = 10
4*5 = 20
3*12 = 36
2*4 = 8
1*7 = 7
Total = 10+20+36+8+7 = 81
Diseases
Headache
Hypertension
Diabetes
No disease
Respondents
10
14
4
6
35
Respondents
18%
29%
12%
Headache
Hypertension
Diabetes
Others
41%
Analysis show that around 41% of the employees are suffering from
hypertension, 29% of them are suffering from headache, 12% of the
employees are suffering from diabetes and 18% of the employees are not
suffering from any disease. Thus, it can be seen that more than 80% of the
employees are suffering from stress related diseases. Thus, employee
burnout effects employees health.
15.
Respondents
6
9
36
Extra Benefits(mention)
Recognition Programs
8
7
Respondents
Recognition Programmes; 23% Rewards; 20%
Extra-benefits; 27%
Analysis show that that 30% of the employees feel that support from the
organization as well as the coworkers can help reduce the level of burnout,
27% feel that extra benefits like health programs, counseling of employees
can help reduce the level of burnout by maintaining balance between work
and personal life. 23% of the employees feel that the recognition programs
can help reduce burnout.
FINDINGS
1) Majority of the employees chose banking profession out of their own
interest.
37
2)
3)
4)
5)
6)
7)
8)
38
CHAPTER 5:
CONCLUSION
AND
SUGGESTIONS
39
CONCLUSION
Burnout strikes the employees when they have exhausted their physical or
mental strength. Burnout in the banking sector is still in the infant stage.
Previously, Burnout used to prevail among teachers, doctors, lecturers etc.
but now even the bank employees are facing burnout. The various causes
identified for burnout among employees in HDFC includes lack of proper
recognition, problematic relation with the customers, increased work
pressures, less time for relaxing. The burnout syndrome has several adverse
affects like lack of personal accomplishment, problems in personal life,
various kinds of diseases like headache, hypertension etc. Various measures
need to be taken in order to reduce the level of burnout.
SUGGESTIONS
The following measures should be taken in order to reduce the level of
burnouta)
b)
c)
d)
e)
f)
40
REFERENCES
1. HalderSarmishtha 2012 A Study on Employee Burnout in IT
Sector IJEMR - July 2012-Vol 2 Issue 7 - Online - ISSN 2249
2585 - Print - ISSN 2249-8672
2. IllahiAbida 2012 Doctors at Risk of Job Burnout, Diminishing
Performance and Smoking Habits Medical Sociology online
Volume 6 | Issue 3 | October 2012
3. ZaraeiHasan 2012 Do Demographic Variables Moderate the
Relationship Between Job Burnout and its Consequences?
Iranian Journal of Management Studies (IJMS) Vol.5, No.1, January 2012 PP: 47-62
4. CakinberkArzu 2011 Studying the relationship between
employees occupational burnout levels and satisfaction of life:
A research in private banks African Journal of Business
Management Vol. 5(16), pp. 6825-6838, 18 August, 2011
5. HitamMizan 2011 ORGANIZATIONAL COMMITMENT AND JOB
BURNOUT AMONG EMPLOYEES IN MALAYSIA 2011 International
Conference on Business and Economics Research Vol.1 (2011) (2011) IACSIT Press,
Kuala Lumpur, Malaysia
6. Khan KhattakJamshed 2010 Occupational stress and burnout
in Pakistans Banking Sector African Journal of Business
Management Vol. 5(3), pp. 810-817, 4 February, 2011
7. Dr. Salami O. Samuel 2010 Job Stress and Burnout among
Lecturers: Personality and Social Support as Moderators Asian
Social Science Vol. 7, No. 5; May 2011 pg 110
8. Adekola Bola 2009 Gender differences in the experience of
work burnout among university staff African Journal of Business
Management Vol. 4(6), pp. 886-889, June 2010
9. Jamal Muhammad 2008 Burnout among Employees of a
Multinational Corporation in Malaysia and Pakistan: An
Empirical Examination International Management Review Vol. 4 No. 1
2008
10.
Lim Bee Ean 2007 Study On The Job Satisfaction And
Burnout Among Medical Social Workers In Government
Hospitals In Malaysia
11.
Bakker B.
Arnold 2005 Burnout contagion among
intensive care nurses2005 Blackwell Publishing Ltd, Journal of
Advanced Nursing, 51(3), 276287
41
BIBLIOGRAPHY
www.google.com
www.papers.ssrn.com
www.googlescholar.com
42
ANNEXUREQUESTIONNAIRE
PERSONAL DETAILS:
Name:
Age:
< 25yrs
Gender:
Qualification:
25-45yrs
Male
Female
Graduation
Area of Responsibility:
Credit Management
>45yrs
Masters
Customer services
Accountancy
Others(please specify)..
MS/ M.Phil
PhD
Operations
Marketing
1. What was the reason for you to choose this banking profession?
Own Interest
Parents Guidance
Others(please mention)
10-12 hours
Neutral
Rarely
Dissatisfied
Rarely
Rarely
Rarely
43
Rarely
Sometimes
Rarely
Rarely
11.Rank these factors on a scale of 1-5 in order of how they influence your
work-life balance?( 1 the for the most influential factor and 4 for the least
influential factor)
a) Long working hours ..
b) Long stay due to meetings .
c) Training after office hours ..
d) Poor co-workers relation ..
e) No relaxing time
12.What do you feel while you are at job?
a) Depressed
b) Lazy
c) Motivated
d) Productive
e) Enjoy work
13.Do you face problems in your personal life due to long working hours?
Always
Often
Sometimes
Rarely
Never
14.Are you suffering from any of the following diseases?
a) Headache
b) Hypertension
c) Diabetes
d) Others (please mention) .
15.Which of the following you think can help reduce burnout.
a) Rewards .
b) Organizational Support
c) Extra-benefits like health programs .
d) Recognition Programs ..
16.What suggestions you would like to give to the bank to reduce the level of
stress and burnout?
THANK YOU..
44