Research On Job Burnout Of Customer Service Staff Of A Bank

In recent years,with the rapid development of China’s economy,the number and scale of commercial banks in China have grown geometrically.With the increase of business volume,people’s demand for service quality is also getting higher and higher,and the importance of customer service personnel has increased.However,due to the special nature of the work of customer service personnel,their business volume is large and their work is tedious,most customer service personnel will have different degrees of burnout after entering the work,and the tendency of employees to leave is more serious,which will not only affect the development process of commercial banks and lead to the instability of the front-line customer service workforce,but also hinder the stable and harmonious development of China’s social economy to a certain extent.This paper takes the customer service staff of Bank A as the research object,summarizes the previous research results on the basis of the research literature,and forms a more complete burnout theory system.Under the guidance of the theory,a questionnaire was designed and distributed for the external manifestation of burnout among the customer service personnel of Bank A.The questionnaire included the general situation of customer service personnel.The questionnaire included three aspects: general situation of customer service personnel,burnout situation and burnout influencing factors,and the results were analyzed by spss software.In the empirical analysis of burnout of customer service personnel in Bank A,firstly,through descriptive analysis,it was found that customer service personnel in Bank A were in moderate burnout,and demographic characteristics had some variability on burnout;then the factors influencing burnout were analyzed,and correlation analysis and linear regression analysis were conducted;on this basis,a regression model was constructed,and it was concluded that organizational factors,work factors,and individual factors all had a significant influence on burnout in Bank A.The regression model was constructed,and it was found that organizational factors,job factors and individual factors all had significant effects on burnout of customer service staff in Bank A.Finally,based on the results of the data,we analyze the causes of customer service burnout in Bank A and propose targeted solutions.The solutions derived from this paper can not only enhance employees’ work enthusiasm and promote work efficiency,but also improve the bank’s efficiency,enhance the bank’s core competitiveness and promote the bank’s sustainable development.In addition,the research of this paper expands the research field of burnout,enriches the research scope of burnout,and has certain significance for the same type of enterprises to eliminate employee burnout.