Employee Burnout in Banking

MBM 208
Employee
Burnout in
Banking Sector:
A Case Study of
HDFC Bank
SUBMITTED
SUBMITTED BY :
TO:
Dr. AKSHAY SATSANGI
VANSHITA CHHABRA
1
FACULTY OF SOCIAL SCIENCE
127679
ACKNOWLEDGEMENT
Perseverance, inspiration and motivation have always played a key

role in success of any venture. I hereby express my deep sense of
gratitude to all the personalities involved directly and indirectly in project
work.
In the first place I would like to record my gratitude to my supervisor Dr.
AKSHAY SATSANGI for his supervision, advice and guidance from the
very early stage of the project as well as giving me extraordinary
experiences throughout the work. Above all the most needed, he provided
me unflinching encouragement and support in various ways. His knowledge
and skills has made him a constant oasis of ideas and passion which
exceptionally inspire and enrich my growth as a student. I am indebted to
him more than he knows.
I would like to thank God for his blessings and my parents for their valuable
suggestion and support in my project work.
I would also like to thank my friends and all those who helped me during
the project.
CONTENTS
CHAPTER : INTRODUCTION
NEED OF THE STUDY
1
4-7
OBJECTIVES OF THE STUDY
CHAPTER:
2
REVIEW OF
LITERATURE
8-12
CHAPTER : RESEARCH
3
METHODOLOGY
13-14
CHAPTER:
4
DATA ANALYSIS &

INTERPRETATION
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:
Frustration or indifference toward work

Persistent irritability
Anger, sarcasm, or being argumentative
Exhaustion
Absenteeism
All of these things can drain an organization's morale. Burned-out

employees can be costly in terms of productivity, and if burned-out
employees quit, there are the costs of replacement searches and
training.
While burnout can't always be prevented, it can be managed. In order
to effectively manage employee burnout, people need to
Understand the reasons for burnout
Find mutually agreeable solutions
Rekindle employee motivation
The burnout syndrome has become an increasingly major and costly

issue that affects the employees of many organizations. Many
Employee Assistance Programs and counseling programs have been
initiated by organizations to counter the problem of burnout. The first
sign of a burnout syndrome is frustration, which becomes chronic at a
higher stage leading to fatigue, depression, and loss of efficiency. The
early stage of burnout syndrome is when the victim loses his/her initial
charm and works just for the sake of working and not because
she/he enjoys his/her work or life anymore.
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
HDFC Bank Limited is an Indian financial services company based

in Mumbai, Maharashtra that was incorporated in August 1994. HDFC
Bank is the fifth largest bank in India by assets and the first largest
bank by market capitalization . The bank was promoted by the Housing
Development Finance Corporation, a premier housing finance company
(set up in 1977) of India.
Need of the Study

Employee Burnout is a new concept which initially used to prevail
among teachers, lecturers, nurses etc. But now, each and every
employee is facing burnout in some way or the other including the
bank employees. Therefore, this study will be focused on the Employee
Burnout in Banking Sector.
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
To study the effect of burnout among the employees of HDFC

Bank.
To suggest measures to reduce burnout.
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
conflict and heavy workload are strong predictors of emotional

exhaustion and diminished performance of doctors. Emotional
exhaustion and diminished performance were found to be strongly
related to smoking habits. The findings draw the attention to the
importance of improving the psychosocial work environment among
doctors where examining burnout syndrome, diminishing performance
and smoking habits have not yet received priority thus far. 2
ZaraeiHasan in his paper on Do Demographic Variables
Moderate the Relationship Between Job Burnout and its
Consequences? stated the moderating effect of demographic
variables on the relationship between job burnout and its
consequences among the staff of an Iranian public sector company. In
his research, job burnout is considered as independent variable;
organizational commitment, intention to leave and the employees job
satisfaction are dependent variables; and the age, gender, marital
status and educational level are moderating variables. The results of
this study showed that firstly, the job burnout of employees in
organizations leads to the decrease of organizational commitment and
job satisfaction, and the increase of intention to leave; secondly, the
demographic variables in this research don't affect on the relationship
of job burnout with its consequences.3
CakinberkArzu in his research on Studying the relationship
between
employees
occupational
burnout
levels
and
satisfaction of life: A research in private banks identified
whether bank employees burnout levels and satisfaction of life
differentiate significantly according to certain variables and revealed
the relationship between them. Bank employees satisfaction of life
was measured by using Satisfaction of Life Scale and their burnout
levels by Maslach Burnout Inventory. The main scope of research
comprised of bank employees working in cities of Sivas and Tunceli. A
total of 264 bank employees participated in this research. As a result of
this research, it appeared that participants satisfaction of life levels
were generally high. When the mean scores obtained by them from
burnout scale were scrutinized, it was observed that samples
emotional burnout and depersonalization levels were high and the
personal accomplishment levels were medium. It was concluded in the
10
research that there was a poor relationship between burnout and

satisfaction of life. In addition, certain differences were discovered in
each of the three sub dimensions of burnout levels of bank employees,
in terms of variables such as gender, age, marital status, education
and length of service.4
HitamMizan
in
his
research
on
ORGANIZATIONAL
COMMITMENT AND JOB BURNOUT AMONG EMPLOYEES IN
MALAYSIAthrows light onthe influence of organizational commitment
(affective, continuous and normative commitment) on burnout among
employees. Respondents were approached conveniently, from various
departments in Northport (M) Bhd. Using a sample of 50 employees
revealed that only affective commitment influence burnout.
Implications of the result are discussed.
5
Khan KhattakJamshedin his research on Occupational stress

and burnout in Pakistans Banking Sectordiscovered the
relationship between occupational stress and professional burnout in
the banking sector of Pakistan. A total of 237 bank employees (74.3%
male and 25.7% female) from different commercial banks participated
in the survey. Descriptive, correlation and regression statistical tools
were used to analyze data. The results identified that workload,
working hours, technological problem at work, inadequate salary, time
for family and job worries at home are the significant sources of stress
in the banking sector. The significant symptoms of burnout as revealed
by the results were back pain, extreme tiredness, headache and sleep
disturbance. All stressors (Organization, Job, Relationship at work,
work environment and family work interface) are significantly
correlated to all burnouts (Physical, Psychological and Organizational).
All the stress elements significantly predicted burnout in the banking
sector of Pakistan. The changing work pattern is creating stress for the
bank employees and these stressors are leading to burnout. These
results are consistent with the emergent evidence of the impact of
stress on the burnout.6
Dr. Salami Samuel in his research on Job Stress and Burnout
among Lecturers: Personality and Social Support as
Moderatorsexplored the relationship of job stress, personality and
11
social support to burnout among college of education lecturers. The

second purpose was to examine the extent to which personality and
social support can buffer the negative effects of stress on burnout.
Survey methodology was used for this study. Job stress, personality
and social support were used to predict emotional exhaustion,
depersonalization and personal accomplishment. He identified that job
stress, personality dimensions and social support jointly and separately
predicted dimensions of burnout. Personality and social support
interacted with job stress to predict personal accomplishment. Results
support the view that, environmental (job stress and social support)
and personal factors (personality traits) have influence on burnout. The
papers findings imply that interventions designed to improve lecturers
classroom management skills, social network and assessment of their
personality traits may have positive impact in combating burnout. 7
Adekola Bola in his study on Gender differences in the
experience of work burnout among university staffstated
gender differences as a factor in the experience of work-burnout
among University Staff. It made use of 1040 respondents (549 male
and 491 female). Maslach Burnout Inventory was used as an
instrument to assess the level of differences in the emotional
exhaustion, depersonalisation and reduced personal accomplishment
of staff of both sexes. Three hypotheses were posited and were tested
using t-test statistics. He identified that there is no difference in the
levels of emotional exhaustion and depersonalisation of both male and
female staff. However, the mean of the scores on the reduced personal
accomplishment of both sexes shows a significant difference. It was
confirmed also that female staff experienced higher level of reduced
personal accomplishment than their male counterparts. Implications of
these results were given while recommendations were made on how
best to tackle the growing phenomenon of burnout among both sexes. 8
Jamal Muhammad in his research on Burnout among
Employees of a Multinational Corporation in Malaysia and
Pakistan: An Empirical Examinationexamined the relationship of
job stress with burnout, job satisfaction andhealth problems among
employees
working
in
a
large
North
American-based
multinationalcorporation in Malaysia (N = 305) and Pakistan (N = 325).
12
Data were collected fromemployees by means of a structured

questionnaire about overall job stress, job stressors, workoverload,
ambiguity, conflict, resource inadequacy, and three dependent
variables. Bivariatemultiple regression and hierarchical multiple
regression analyses were used to test the natureof the relationship
between the measures of job stress and the dependent variables. In
bothcountries, significant relationships were found between the
measures of job stress and burnout,job satisfaction, and health
problems. Overall, 90 percent of comparisons supported the
linearrelationship between the measures of job stress and the
dependent variables. Only in 10percent of instances was the ushaped/curvilinear relationship between the measures of jobstress and
dependent variables supported. Implications of the findings are
discussed for futurecross- cultural research.9
Lim Bee Ean in his research on Study On The Job Satisfaction
And Burnout Among Medical Social Workers In Government
Hospitals In Malaysia surveyed the job satisfaction and burnout
levels of all medical social workers in Malaysian government hospitals.
It aimed to find the association between the individual / demographic
factors of the medical social workers to the Human Service Job
Satisfaction Questionnaire scores (HSJSQ scores), and it identified other
important factors which influenced the medical social workers job
satisfaction and burnout levels.10
Bakker B. Arnold in his research on Burnout contagion among
intensive care nursesdisclosed whether burnout is contagious.
Previous researches has focused primarily on its organizational
antecedents, such as excessive workload or high patient care
demands, time pressure and intensive use of sophisticated technology.
This study took a totally different perspective by hypothesizing that
in intensive care units burnout is communicated from one nurse to
another.11
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
ANALYSIS AND INTERPRETATION

The data has been collected with the help of a Questionnaire which was filled
by 30 employees of HDFC Bank.
There answers were analysed as follows:
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%
Customer services; 20%
Cash Operations; 33%
33% of the employees were involved in cash operations like depositing

money, withdrawing money from the bank. 27% of them were involved in
accounts, that is, savings and current account opening, issuing of credit and
18
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
Reason to chose banking profession

Own Interest
33%
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
2. For how many hours you work in a day?

Hours they work
6-8 hours
8-10 hours
10-12 hours
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
3. Does your nature of work demands more hard work?

84% of the employees feel that their work often demands more hard
work. This may cause exhaustion to the employees.
Calculation of Weighted Average:
Assignment of weights:
Parameters
Always
Often
Sometimes
Rarely
Never
Weights
5
4
3
2
1
Rarely; 2
Sometimes; 4
Always; 14
Often ; 10
Multiplication of weights assigned to parameters with number of

respondents
Parameters
Always
Often
Sometimes
Rarely
Never
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
Total = 70+40+12+4+0 = 126

Division of the total with the total number of respondents
126 / 30 = 4.2
In order to get the weighted average this score is divided by the total
Number of weights and multiplied by hundred.4*100 / 5 = 84%
4. Are you satisfied with your present job?
On an average, 66.67% of the employees were neither satisfied nor
dissatisfied with their present job. This shows that the level of burnout
is in the infant stage as not much of the employees are dissatisfied.
Calculation Of Weighted Average :
Parameters
Extremely satisfied
Satisfied
Neither satisfied, nor dissatisfied
Dissatisfied
Extremely Dissatisfied
Weights
5
4
3
2
1
Extremely Satisfied; 3
Dissatiedsfi; 9
Satisfied; 13
Neither satisfied,Nor Dissatisfied; 5

respondents
Parameters
Extremely satisfied
Satisfied
Neither satisfied,
nor dissatisfied
Dissatisfied
Extremely
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
Total = 15+52+15+18+0 = 100

Division the total with the total number of respondents
100 / 30 = 3.33
Number of weights and multiplied by hundred.3.33*100 / 5 = 66.67%
5. Do you find any difficulty in coping up with the problems?
The employees were asked about any difficulty they face in coping up
with the problems at the work place. 62% of the employees said that
they sometimes find difficulty in coping up with the problems. This
indicates lack of personal accomplishment on the part of employees.
Thus, it states that the employees are burned out due to which the
they lack the capability of coping with the problems related with
accomplishment and performance.
Parameters
Always
Often
Sometimes
Rarely
Never
Weights
5
4
3
2
1
Never; 2
Rarely; 6
Always; 3
Often; 8
Sometimes; 11

respondents
Parameters
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
94 / 30 = 3.1
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.
Parameters
Always
Often
Sometimes
Rarely
Never
Weights
5
4
3
2
1
Always; 4
Rarely; 10
Often ; 7
Sometimes; 9

respondents
Parameters
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
95 / 30 = 3.17
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.
Parameters
Always
Often
Sometimes
Rarely
Never
Weights
5
4
3
2
1
Rarely; 2 Always; 6
Sometimes; 15
Often; 7

respondents
Parameters
Always
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
Total = 30+28+45+4+0 = 107

107 / 30 = 3.56
Number of weights and multiplied by hundred 3.56*100 / 5 = 71.2%
8. Do you face problematic customers relation?
The employees were asked whether they face problematic relationship
with the customers. On an average, 70% of the employees oftenface
problems with the customers. This is one of the major cause of stress
among the employees which in long run leads to burnout.
Parameters
Always
Often
Sometimes
Rarely
Never
Weights
5
4
3
2
1
Rarely; 5
Always; 5
Sometime; 9
Often; 11

respondents
Parameters
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
Total = 25+44+27+10+0 = 106

106 / 30 = 3.53
3.53*100 / 5 = 70.6%
9. Do you miss relaxing time?
On an average, 77.2% of the employees miss relaxing time. Majority of
the employees are recorded as sufferers due to which their work-life
balance is hampered causing burnout among the employees.
Parameters
Always
Often
Sometimes
Rarely
Never
Weights
5
4
3
2
1
Rarely; 3
Sometimes; 6
Always; 8
Often; 13

respondents
Parameters
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
Total = 40+52+18+6+0 = 116

116 / 30 = 3.86
10.
Do you feel tired or depressed because of work?
When the employees were asked whether they feel tired or depressed
because of work, 81.2% of the employees said that they often feel
tired and depressed. Majority of the employees are sufferers. This is a
vital indication of stress related burnout.
Parameters
Always
Often
Sometimes
Rarely
Never
Weights
5
4
3
2
1
Rarely; 2
Sometimes; 6
Always; 8
Often; 14

respondents
28
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
Total = 40+56+18+8+0 = 122

122 / 30 = 4.06
4.06*100 / 5 = 81.2%
11.
Rank these factors on a scale of 1-4 in order of how they
influence your work-life balance?( 1 the for the most influential
factor and 4 for the least influential factor)
The employees were asked to rank the factors on a scale of 1-5 (1- for the
most influential factor and 5 for the least influential factor) in order of how
they influence their work life balance. Weighted Average was calculated.
Analysis show that the the major factor which influences the work life
balance of the employees is long working hours, then lack of time for
relaxing, then long stay due to meetings, then training after office hours and
last poor co-workers relation.
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
Factors influencing work-life balance

Factors
Less/No time for relaxing
3.53
Poor co-workers relation
1.44
Training after office hours
2.73
Long stay due to meetings
3.16
Long working hours
4.13
CALCULATION OF WEIGHTED AVERAGE

Parameters
Rank 1
Rank 2
Rank 3
Rank 4
Rank 5
Weights
5
4
3
2
1
1. Long working hours

Long working hours is considered as one of the major cause of burnout
among employees.
Employees on an average ranked long working hours as a factor of
influencing work-life balance in the 2nd position.
respondents
Parameters
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
Dividing the total with the total number of respondents

85+24+9+4+2/30 = 4.13
2. Long stay due to meetings

At times, even after the office hours, employees have to stay for hours due
to meetings. Due to which, they reach home tired and stressed. They dont
get much time to stay with their families which causes emotional exhaustion
to the emloyees. Their work life balance also gets disturbed.
Weighted Average calculated is 3.16, which means that the employees
ranked long stay due to meetings as a factor of influencing work life balance
in the 3rd position.
respondents
Parameters
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

20+24+36+14+1/30 = 3.16
3. Training after office hoursWeighted Average calculated is 2.73 which means employees on an average
ranked training after office hours as a factor of influencing work-life balance
in the 3rd position.
respondents
Parameters
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.
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

5+4+0+12+22/30 = 1.44
5.Less/No relaxing time
Sometimes due to lack of relaxing time, they feel exhausted and irritated
due to which they are not able to spend their life happily. They dont get time
for themselves. This influences the work-life balance of the employees.
Weighted Average calculated in this case is 3.53 which states that the
employees have ranked No relaxing time as a factor of influencing work life
balance in between 2nd and 3rd position.
respondents
Parameters
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
25+52+21+6+2/30 = 3.53
12.
What do you feel while you are at job?
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.
Parameters
Always
Often
Sometimes
Rarely
Never
Weights
5
4
3
2
1
Multiplication of weights assigned to parameters with number of respondents

Parameters
Always
Often
Sometimes
Rarely
Never
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

81 / 30 = 2.7
2.7*100 / 5 = 54%
14.
Are you suffering from any of the following diseases?
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.
Which of the following you think can help reduce burnout.
Measures to reduce burnout

Rewards
Organizational support
Respondents
6
9
36
Extra Benefits(mention)
Recognition Programs
8
7
Respondents
Recognition Programmes; 23% Rewards; 20%
Extra-benefits; 27%
Organizational support; 30%
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)
Majority of the employees work for 8-10 hours a day.

Employees are neither satisfied nor dissatisfied with their present job.
Employees find difficulty in coping with the problems.
Employees do not always get proper recognition.
Majority of the employees feel stressed due to work.
Employees often face problematic relation with the customers.
The major factor which affects work-life balance of the employees is
long working hours.
9) Employees often face problems in the personal life due to long working
hours.
10)
Majority of the employees are suffering from diseases like
headache, hypertension, diabetes etc.
11)
Suggestions which were given by the employees to reduce the
level of stress and burnout area) Simplification of policies
b) Providing education to the customers
c) Reducing the work load
d) Reducing the number of working hours
e) Increasing the number of employees so that the work load is
spread
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)
Building a friendly and co-operative working environment

Proper Employee Recognition Programs
Counseling of employees for work-life balance
Regular and compulsory health programs and medication programs
Awards and gifts in appreciation of efforts
Organizational Extra curricular activities like annual day
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)
2. For how many hours you work in a day?

6-8 hours
8-10 hours
10-12 hours
3. Does your nature of work demands more hard work?

Always
Often
Sometimes
Never
4. Are you satisfied with your present job?
Extremely satisfied
Satisfied
Extremely Dissatisfied
Neutral
Rarely
Dissatisfied
5. Do you find any difficulty in coping up with the problems?

Always
Often
Sometimes
Never
Rarely
6. Do you get proper recognition at the work place?

Always
Often
Sometimes
Never
Rarely
7. Do you feel stressed in dealing with serious projects?

Always
Often
Sometimes
Never
Rarely
43
8. Do you face problematic customers relation?

Always
Often
Sometimes
Never
Rarely
9. Do you miss relaxing time?

Always
Often
Never
Sometimes
Rarely
10.Do you feel tired or depressed because of work?

Always
Often
Sometimes
Never
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

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MBM 208

Dr. AKSHAY SATSANGI

FACULTY OF SOCIAL SCIENCE

Perseverance, inspiration and motivation have always played a key

OBJECTIVES OF THE STUDY

DATA ANALYSIS &

Frustration or indifference toward work

All of these things can drain an organization's morale. Burned-out

The burnout syndrome has become an increasingly major and costly

HDFC Bank Limited is an Indian financial services company based

Need of the Study

To study the effect of burnout among the employees of HDFC

conflict and heavy workload are strong predictors of emotional

research that there was a poor relationship between burnout and

Khan KhattakJamshedin his research on Occupational stress

social support to burnout among college of education lecturers. The

Data were collected fromemployees by means of a structured

ANALYSIS AND INTERPRETATION

Customer services; 20%

Cash Operations; 33%

33% of the employees were involved in cash operations like depositing

Reason to chose banking profession

2. For how many hours you work in a day?

3. Does your nature of work demands more hard work?

Multiplication of weights assigned to parameters with number of

Total = 70+40+12+4+0 = 126

Multiplication of weights assigned to parameters with number of

Total = 15+52+15+18+0 = 100

Multiplication of weights assigned to parameters with number of

Multiplication of weights assigned to parameters with number of

Multiplication of weights assigned to parameters with number of

Total = 30+28+45+4+0 = 107

Multiplication of weights assigned to parameters with number of

Total = 25+44+27+10+0 = 106

Multiplication of weights assigned to parameters with number of

Total = 40+52+18+6+0 = 116

Multiplication of weights assigned to parameters with number of

Total = 40+56+18+8+0 = 122

Factors influencing work-life balance

Poor co-workers relation

Training after office hours

Long stay due to meetings

Long working hours

CALCULATION OF WEIGHTED AVERAGE

1. Long working hours

Dividing the total with the total number of respondents

2. Long stay due to meetings

Dividing the total with the total number of respondents

Dividing the total with the total number of respondents

What do you feel while you are at job?

Multiplication of weights assigned to parameters with number of respondents

Division the total with the total number of respondents

Are you suffering from any of the following diseases?

Which of the following you think can help reduce burnout.

Measures to reduce burnout

Organizational support; 30%

Majority of the employees work for 8-10 hours a day.

Building a friendly and co-operative working environment

2. For how many hours you work in a day?

3. Does your nature of work demands more hard work?

5. Do you find any difficulty in coping up with the problems?

6. Do you get proper recognition at the work place?

7. Do you feel stressed in dealing with serious projects?