CHAPTER ONE: INTRODUCTION

1.1 Background to the Study
In recent years, the banking sector has undergone significant transformations driven by technological advancements, changes in regulatory frameworks, and evolving customer demands. These transformations have led to intensified competition among banks, increased pressure to meet performance targets, and heightened job demands for employees (Raitano & Kleiner, 2019). As a result, employees in the banking industry, including those at Zenith Bank PLC in Delta State, often face high levels of work-related stress. According to World Health Organization, (2023) Stress can be defined as a state of worry or mental tension caused by a difficult situation, it is a natural human response that prompts us to address challenges and threats in our lives. Everyone experiences stress to some degree; The way we respond to stress, however, makes a big difference to our overall well-being. Stress makes it hard for staff to relax and can come with a range of emotions, including anxiety and irritability. When stressed, most workers may find it difficult to concentrate. Stressful situations can also cause or exacerbate mental health conditions, most commonly anxiety and depression, which require access to health care. When we suffer from a mental health condition, it may be because our symptoms of stress have become persistent and have started affecting our daily functioning, including at work or school (World Health Organization, 2023).
Work stress is a feeling of pressure experienced by employees in dealing with work. This work stress can be seen from the symptoms, including unstable emotions, feelings of restlessness, like being alone, having trouble sleeping, smoking excessively, not being able to relax, being anxious, tense, nervous, increasing blood pressure, and experiencing indigestion (Dedi, 2021). If the stress becomes too great, work performance will begin to decline, because stress interferes with the implementation of work, whereby employees might loss the ability to control the stress which will make them incapable of making decisions, and their behavior becomes erratic. The most extreme consequences are likely to be zero work performance whereby employees experience disturbances, become sick and can no longer work which might lead to refusal to work in order to avoid stress. It stems from the relationship between a person and his environment, and it appears as pressure that is subjective because the same stress can affect one person but not another. When an employee can manage the pressures of the job and the possibility to complete a task is substantial, then stress can work as a motivating factor. Employee performance is adversely affected by workplace stress, which in turn reduces the effectiveness of the employees and organization Work stress among bank employees can stem from various sources, including heavy workloads, time pressures, role conflicts, job insecurity, and interpersonal conflicts (Ahmed & Ramzan, 2018). Additionally, the nature of banking operations, such as dealing with demanding customers, handling financial transactions, and complying with regulatory requirements, can contribute to heightened stress levels (Olorunsola & Adekola, 2019).
The impact of work stress on staff performance is significant and multifaceted. High levels of stress can lead to decreased job satisfaction, burnout, absenteeism, and turnover intentions among bank employees (Smith, 2020). Furthermore, work stress has been shown to impair cognitive functions, decision-making abilities, and job performance, ultimately affecting the overall productivity and efficiency of banking operations (Raitano & Kleiner, 2019).
Zenith Bank Plc, one of the largest banks in Nigeria, has a significant presence in Delta State. The bank's operational model emphasizes efficiency and high performance, which can sometimes translate into increased stress for employees. The corporate culture at Zenith Bank prioritizes customer satisfaction and financial performance, often at the expense of employee well-being. This has led to a scenario where employees are under constant pressure to perform, thereby increasing their susceptibility to work-related stress (Okwuise & Oziengbeoriuwa, 2023). Work stress in the banking sector is often attributed to high job demands, long working hours, and the pressure to meet targets. Studies have shown that these stressors can lead to decreased job satisfaction, decrease turnover rates, and diminished employee performance. Factors such as high workload, customer service pressure, job insecurity: the dynamic nature of the banking sector can lead to fears of job loss, work-life balance contribute to stress in the banking sector (Dedi, 2021).
Given the critical role of staff performance in achieving organizational objectives and maintaining customer satisfaction, it is imperative for banks like Zenith Bank PLC in Delta State to address work-related stressors effectively. By understanding the underlying causes of work stress and implementing appropriate interventions, banks can create a supportive work environment conducive to employee well-being and enhanced performance.
1.2 Statement of the Problem
Many organizations, especially banks in the world are witnessing an alarming increase of the negative effects of stress on employee productivity. Most organizations with the aim of attaining higher productivity end up saddling employees with overload of work in order to meet deadline, and this may have psychological and physical effects on the employees. This may result in something contrary to what the bank wants to achieve (Wickens & Dixon, 2017). Empirically, the relationship between stress and employee productivity have not been resolved.
Ahmad and Ramzan, (2018) revealed that for most organizations to attain higher productivity end up saddling employees with an overload of work to meet deadlines and this might have psychological and physical effects on the employees which may result in something contrary to what these organizations want to achieve. Although some banks are paying more attention than in the past to the consequences of the trauma their employees go through when they place extraordinary demands on them. Constant interaction with customers can be stressful, especially when handling complaints or complex transactions. Bankers often face heavy workloads and tight deadlines. Long working hours can impede personal time, affecting overall well-being. Also, the dynamic nature of the banking sector can lead to fears of job loss. Again, to generate enough revenue to be self-sustaining and to be able to fund the acquisition of modern equipment meant efficient service provision and optimal employment of resources (Raitano & Kleiner, 2019).
Hence, this study intends to address these demands stated that makes employees in the bank to undergo work stress in order to improve work performance in zenith bank.
1.3 Research Questions
The research seeks to answer the following
1.Does heavy workloads have effect on staff performance of Zenith Bank PLC?
2.Does time pressure influence the performance of staff members of Zenith Bank PLC?
3.Does high customer expectations have effect on work stress levels of staff in Zenith Bank Plc in Delta State?
4.Does the frequency of system failures contribute to increased work stress among employees of Zenith Bank PLC?

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