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The workload measurement and comparison of bank tellers: a case from Indonesia

Author

Listed:
  • Hotniar Siringoringo
  • E.S. Margianti
  • Qurrota Ayyun
  • Ikhwan Arbiyanto

Abstract

This research aimed to identify the dominant dimension of the mental workload, and to compare the workload between state-owned and private bank tellers. Measuring workload was performed using NASA-TLX method. Data collected using the questionnaire of NASA-TLX that has been deployed in various organisations and modified slightly to adjust to the nature of the works. Participants in the study were tellers in a state-owned and private bank. Identification of the most and the least dominants dimensions that contribute to mental workload was performed using the Pareto diagram. Statistics technique was deployed to compare the workload between state-owned and private bank tellers. The result showed that the workload of bank tellers were categorised as very high. The most dominant dimension contributing to the very high mental workload in state-owned banks was effort whilst in the private bank was performance. Contrarily, the least dominant dimension contributing to the mental workload was frustration for both state-owned and private banks. There is no different workload between state-owned and private bank tellers.

Suggested Citation

  • Hotniar Siringoringo & E.S. Margianti & Qurrota Ayyun & Ikhwan Arbiyanto, 2021. "The workload measurement and comparison of bank tellers: a case from Indonesia," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 34(3), pages 379-398.
    • Handle: RePEc:ids:ijpqma:v:34:y:2021:i:3:p:379-398
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    Cited by:

    1. M. Abd Wahid Al Jamil & Margono Setiawan & Himmiyatul Amanah Jiwa Juwita, 2022. "Investigating factors predicting employees' turnover intention: An empirical study on islamic banking industry," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(5), pages 261-272, July.

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