Motivação no setor bancário no varejo: estudo de caso de um banco privado

Abstract

The present study aimed to analyze, from the perspective of employees at a private retail banking agency in Chapecó/SC, the organizational factors that influence their work motivation and its relationship with indicators of Burnout Syndrome. The guiding research question was: what factors influence motivation or demotivation among private-sector bank workers in Chapecó? The methodological approach combined qualitative and quantitative methods through a census-based case study applied to a bank branch with 15 employees, of whom 12 effectively participated. A questionnaire was used, consisting of closed-ended questions, one open-ended question, and items assessing emotional dimensions related to Burnout Syndrome. Quantitative data were analyzed using simple descriptive statistics, while qualitative data were examined using content analysis techniques. The results indicated that the main demotivating factors were pressure to meet targets, performance demands, and lack of institutional recognition. On the other hand, the most motivating aspects included a shorter workday, financial return, and alignment with the role performed. Regarding emotional state, a low frequency of symptoms associated with Burnout was observed, with most responses indicating little or no occurrence of emotional exhaustion, depersonalization, and reduced professional accomplishment. The research contributes to the adoption of management practices that are more sensitive to employees’ needs, with the potential to improve quality of life at work and organizational performance.