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Title

Voluntary Turnover: An Empirical Study of the Factors Influencing the High Turnover of Bank Tellers

Author

Rolando Mario Ochoa, Nova Southeastern UniversityFollow

Date of Award

2009

Document Type

Dissertation - NSU Access Only

Degree Name

Doctor of Business Administration (DBA)

Department

H. Wayne Huizenga School of Business and Entrepreneurship

Advisor

Bahaudin G Mujtaba

Committee Member

Pedro F Pellet

Committee Member

Albert Williams

Abstract

This study will focus on the critical problems encountered by banks due to voluntary turnover of tellers. Voluntary turnover of bank tellers is a past and present problem for bank management. Job satisfaction and its relationship to voluntary turnover has been extensively studied since the mid-1950's, and continues to be an important topic. This dissertation is based partly on the Job Enrichment (or Two-Factor) Theory (Herzberg, 1959), and also on many other seminal studies conducted since then. This study analyzes how pay satisfaction, job satisfaction, and organizational commitment influence the intention to quit among bank tellers.

The research question was: Does low pay satisfaction and low organizational commitment lead to high intention to quit among bank tellers? This study's results indicate that there was strong support for the relationship of these variables with intention to quit. The study was based on a representative sample and the results of the correlations rejected all four proposed null hypotheses. This study finds support for the hypotheses: pay satisfaction is negatively related to intention to quit; organizational commitment is negatively related to intention to quit; job satisfaction is negatively related to intention to quit; and job satisfaction is positively related to organizational commitment. At a confidence level of 99.99%, these results were highly significant.

The study results indicate that pay satisfaction and overall job satisfaction were not at a fully satisfied level. Meanwhile, organizational commitment was high, which explains why the overall intention to quit was low. The tellers responded that they would be "somewhat likely" to "actively look for a new job in the next year." They also responded to the statement "I often think about quitting" with slight disagreement. Overall, the tellers participating in this study are somewhat committed to their banks and not quite satisfied with their pay or their overall job.

The results of this study, one of a few involving more than one bank and with a statistically large sample, could also motivate management in banks and other industries to design and implement changes that will reduce voluntary turnover.

This study of bank tellers was conducted while the banking industry is experiencing very difficult and unprecedented market conditions. Most banks have not only implemented a hiring freeze, but some have also cut personnel to try to increase profitability. The results of the study could have been influenced by the market conditions.

NSUWorks Citation

Rolando Mario Ochoa. 2009. Voluntary Turnover: An Empirical Study of the Factors Influencing the High Turnover of Bank Tellers. Doctoral dissertation. Nova Southeastern University. Retrieved from NSUWorks, H. Wayne Huizenga School of Business and Entrepreneurship. (85)
https://nsuworks.nova.edu/hsbe_etd/85.