An Empirical Investigation into the Linkage of Self-Efficacy, Job Stress and Internal Service Quality
The purpose of the study is to ascertain the mediating role of job stress on the relationship between self-efficacy and internal service quality. The study is conducted on five different banks listed on Pakistan stock exchange. Branches are selected through simple random sampling. This study is based on branch level bankers in the city of Peshawar. A questionnaire consisting of 54 items was adopted to measure self-efficacy, job stress and internal service quality. The results of the study revealed that there is a significant impact of Self-Efficacy on Job Stress and Internal Service Quality. Furthermore, Job Stress had a significant negative influence on Internal Service Quality. However, the study finds out the partial mediating role of Job Stress on the linkage between Self-Efficacy and Internal Service Quality. A significant limitation emerges from the existing researches. Individual studies have focused on the relationship of self-efficacy with job stress and the relationship between stress and service quality from employee perspective. There is lack of research that seeks to establish the causal chain of relationship between the three variables. Not Longitudinal data, further studies may involve a longitudinal research design to evaluate how self-efficacy changes over time. Future research may also involve other institutions such as higher education and IT Industry. The study would help in identifying the current level of self-efficacy in banking sector. The study would help in devising strategies to further enhance the level of self-efficacy rather than combating stress to increase internal service quality.