Emotional exhaustion of employees in banking sector: Empirical results from Serbia

Abstract

Emotional exhaustion has become a ubiquitous phenomenon in the banking sector. In this paper, empirical research was conducted using a specially designed questionnaire with the aim of assessing the emotional exhaustion of employees in the banking sector in Serbia in relation to their gender, length of work in the bank and contact with clients. During 2022, responses were collected from 136 respondents. In the data processing, non-parametric tests (Mann-Whitney U-test and Kruskal-Wallis H-test) were applied. The research results showed that the feeling of emotional exhaustion is more prevalent and frequent among men, compared to women, but that these differences are not statistically significant. Also, the research results indicated statistically significant differences in respondents' answers to the statements related to the feeling of tiredness and the feeling that they work too much, depending on the length of work in banks. Statistically significant differences exist in the answers of respondents who have contact with clients at their job and those who do not.