The impacts of perceived Information and Communication Technology (ICT) demands and resources on burnout and intention to quit: A sample from health sector in Kosova

Information and Communication Technologies (ICT) offer not only demands but also some resources for employees in the workplace. The main purpose of this study was to explore the effects of perceived Information and Communication Technologies (ICT) demands and resources on health professional's Burnout and Intention to quit in Kosova. For that purpose a total of 311 Healthcare employees participated to the research by filling out questionnaire. The correlation and hierarchical regression analyses were used for testing the hypotheses and answering the research question. The results have shown that ICT demands have an impact on Burnout, in particular poor communication appear to have the biggest impact of Burnout subfactors like exhaustion, cynicism and inefficacy and ultimately on Intention to quit. Workload has been found the second most impactful sub-factor of the ICT demands on exhaustion and inefficacy as Burnout subfactors. On the other hand, the results showed that ICT resources, in a form of personal assistance and resources and updates, have on Burnout, in particular on the cynicism and efficacy. Furthermore, ICT personal assistance had also significant impact on the reduction on the Intention to quit. Finally, when all the variables (ICT demands & resources and Burnout) are considered, in addition to the poor communication that contribute to the Intention to quit, the exhaustion and cynicism as Burnout sub-factors influence Intention to quit among healthcare workers in Kosova. These findings are discussed using the literature while at the same time the Kosovo cultural context was considered.