Identifying the Effect of Job Stress on Frontline Staffs’ Job Burnout, Job Engagement, Job Satisfaction and Intention to Leave: An Empirical Study in Nigeria

The purpose of this study was to develop and test a model which examined the factors that causes job burnouts and turnover intentions among frontline employees in the Nigerian Banking sector. Data’s were collected through a self-administered questionnaire from a sample of frontline employees in the banking sector. Nigeria; a developing nation and the second biggest economy in Africa have gone through so many reforms in the banking sector this year (2013). All this was done to make the banking sector more reliable and the economy stronger. That is why this study is been research and taken seriously. The importance of frontline employees cannot be over emphasized as this study has seen that they are one of the strong pillars of the banking industry in Nigeria. The SPSS 17 and SMART PLS 2.0 software packages were used for data entry and further analysis. The PLS analyses results show significant relationship and provide support for majority of the hypothesis setup according to extensive literature review. Specifically, job stress has a positive effect on emotional exhaustion while, intrinsic motivation has a negative effect on it. The result also shows that job burnout have a negative effect on job engagement. However, results show that there is no significant relationship between role conflict and depersonalization but, job engagements has effects on turnover intentions of the frontline employees in the banking sector, Nigeria. Thesis concluded by managerial suggestions and future recommendation that were discussed. Keywords: Job stress, Burnout, Turnover intention, Frontline employees, Nigeria