Frontliner performance at BCA Palembang Branch is directly influenced by work environment and workload, while burnout significantly reduces employee performance. This finding comes from a 2026 study by Imelda Solagracia Napitupulu, Trisninawati, Sulaiman Helmi, and M. Izman Herdiansyah from the Master of Management Program at Universitas Bina Darma. The study highlights key factors shaping service quality in the banking sector.
Frontline employees such as tellers and customer service staff serve as the face of banking services. At BCA Palembang, participants in the Magang Bakti internship program face high work pressure, including sales targets and service expectations. These demands can trigger stress and fatigue, potentially affecting performance.
Research Method
The study involved 99 frontliner employees as respondents. Data were collected through questionnaires and analyzed using statistical methods to examine relationships between variables.
The variables analyzed include:
- Workload
- Work environment
- Burnout
- Employee performance
Key Findings
The results reveal clear relationships:
- Workload does not significantly affect burnout
- Work environment significantly reduces burnout
- Burnout has a significant negative effect on performance
- Workload has a significant positive effect on performance
- Work environment has a significant positive effect on performance
Statistical results shown in the coefficient table (page 10) also indicate that burnout does not act as a mediating variable between workload or work environment and employee performance.
Interpretation
The findings confirm that workload is not always harmful. When properly managed, workload can enhance productivity and employee performance.
In contrast, the work environment plays a crucial role in maintaining employees’ psychological well-being. A supportive, comfortable workplace with good communication and leadership can effectively reduce burnout levels.
Imelda Solagracia Napitupulu from Universitas Bina Darma emphasizes that increasing burnout lowers energy, motivation, and concentration, ultimately reducing employee performance.
Implications for the Banking Sector
The study offers several practical insights:
- Organizations should manage workload in a balanced and structured way
- Work environments must support employees physically and psychologically
- Burnout should be prevented through effective work management
- Managerial support and internal communication need strengthening
For service industries like banking, service quality is closely tied to the condition and well-being of frontline employees.
Author Profile
- Imelda Solagracia Napitupulu – Universitas Bina Darma
- Trisninawati – Universitas Bina Darma
- Sulaiman Helmi – Universitas Bina Darma
- M. Izman Herdiansyah – Universitas Bina Darma
Source
Title: The Effect of Workload and Work Environment, Mediated by Burnout on the Performance of Frontliner Employees at BCA Palembang Branch
Journal: International Journal of Business and Applied Economics (IJBAE)
Year: 2026
DOI: https://doi.org/10.55927/ijbae.v5i2.21
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