Impact of Job Satisfaction on Performance: A Case of Frontline Employees in Nepalese Public Banks

Abstract

To link the customers with the organisation in a competitive business environment, the performance of the frontline employees is vital. The workplace performance is linked with the employee’s satisfaction with the work environment and the job itself, and subsequently, their survival. Focusing on frontline employees becomes very crucial to keep the need for interactive banking service delivery. This study aimed at analysing the effect of job satisfaction on job performance of frontline employees in public banks in Nepal. In addition, it aimed to examine the association between demographic variables and job satisfaction and job performance. This study adopted the quantitative approach, with a sample of 318 responses from frontline employees. The study demonstrated that job satisfaction significantly correlates and determines job performance of frontline employees. Likewise, gender and work tenure significantly contribute to job satisfaction, and work tenure significantly contributes to job performance. Overall, this study shows that job satisfaction influences frontline employees’ job performance, subsequently affecting the organisation’s service performance.

Keywords: Job Satisfaction, Job Performance, Public Banks, Frontline Employees, Commercial Banks, Service Performance, Employee Satisfaction, Employee Performance

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