O estresse ocupacional e sua relação com a satisfação do cliente bancário.

Abstract

Bank employees face many challenges, such as: the constant pressure to leverage profits, demand for results, task overload and long lines at the main public and private physical banks in the State of Bahia. These situations cause insecurity about the future and can make workers feel stressed and dissatisfied with their work. These changes can increase the level of occupational stress and affect the level of customer satisfaction in banking services. From the aspects punctuated above, the following question emerged: in what relation does the occupational stress of bank employees influence the satisfaction of clients of the main public and private physical banks in the State of Bahia? In the search for these variables and in the course of work, the following assumption emerged: the global occupational stress of bank employees influences the satisfaction in serving customers of the main public and private physical banks in the State of Bahia. This work is about the importance of: identifying the bank's global stress level; identify the level of customer satisfaction in service and verify the relationship between occupational stress and customer satisfaction. The type of research used was field research, in which the approach was quantitative, exploratory and descriptive, being carried out with the 528 bank employees of the main public and private physical banks in the State of Bahia, where the subjects of the research were bank employees, and the research instrument used was the questionnaire Scale for Stress at Work (TSE) adapted from Paschoal and Tamayo (2004), and the data were assessed by means of calculations of averages and the satisfaction of 7.762 customers collected on the reputation of the main public banks and from Bahia on the platform of the ReclameAQUI website, and the data were treated in a quantitative way and submitted to comparative analysis. The following were adopted for this study: research, magazines and books in the databases, by different authors between the years 1929 and 2019. Finally, by analyzing the data, based on bankers' perceptions, it was found that public banks have the highest level of occupational stress than private ones, and the lowest level of customer satisfaction. Moreover, it was also possible to identify that the two main occupational stressors are the same for both public and private banks, but in a different order