واقع ضُغوطِ العملِ واثرها عَلى علاقة الموظَّف بالعميل في قِطاع الخَدماتِ المَصرفيّة (مِنطقةُ الجنوب)
هِداية عريف محمّد الدّويك
Hedaya Areef Mohammad Dweik
The study aimed at identifying the reality of work overload in the banking services sector and how it affects the employee relationship with the clients. In order to achieve the objectives of the study the descriptive approach was used. The study sample consisted of (120) Palestinian banks’ employees and the banks are the Palestinian Islamic Bank and the Bank of Jordan residing in Hebron and Bethlehem. The results of the study indicate that the reality and causes of work overload in the banking sector came in a medium degree. The impact of work overload on the relationship between the employee and the clients in the banking services sector was very high. It also showed that the impact of decisions, policies and administrative procedures on increasing the work overload of the employee in the banking sector came in a moderate degree. The employee's ability to deal with the gap between management requirements and customer needs in the banking sector came in a high degree. The results indicate that there are differences in the variable of working overload between the Palestinian Islamic Bank and the Bank of Jordan and they were in favor of the Palestinian Islamic Bank. There are no differences according to the other variables which are (gender, age, job title, and years of service). The study recommends that attention should be given to the human element objectively and fairly as it is real and effective investment in the progress and the development of different institutions and companies. Also attention should be given to the process of communication among the administrators’ staff and building bridges of understanding to know the most significant causes of work overload to find effective solutions to them. Also, there should be contribution to the work process to meet the needs of the clients without detraction. In addition, modern administrative procedures should be followed to reduce the work overload such as providing an appropriate environment to release the capacities and capabilities of the staff, and direct them towards creativity at work.