AN ANALYSIS OF THE RELATIONSHIPS AMONG SOCIAL CAPITAL, OCCUPATIONAL STRESS AND CUSTOMER SATISFACTION IN BANKING INDUSTRY OF PAKISTAN

Abstract

The purpose of this study was to analyze the relationships among social capital i.e. cognitive, structural and relational social capital, occupational stress and customer satisfaction in banking industry of Pakistan. In order to analyze these relationships, a conceptual framework was developed in the light of recent literature. Survey questionnaire technique was used to collect the data from two sets of respondents i.e. employees and customers. Total response rate from employees and customers of the bank was 55% and 59% each. Multiple regression technique was used to test the hypothesis of the study. An inverse and significant relation was found between cognitive, structural and relational dimensions of social capital and occupational stress. However, this study failed to find any impact of cognitive, structural and relational social capital and occupational stress on customer satisfaction. This study is significant due to the insights it provides for the banking industry managers of Pakistan to better understand the occupational stressors inherent in the functions of their workforce. Furthermore, this study develops an understanding of the social capital and its relationship with occupational stress to enhance social capital among employees and help them in achieving organizational goals effectively.