Workload and Technostress in Employee Wellbeing: Job Satisfaction Mediation and Digital Competence Moderation among Generation Z Banking Employees
Article Sidebar
Main Article Content
Abstract
This study discusses a study to understand the relationship between workload and technostress and employee wellbeing in the digital banking setting among Generation Z employees in Indonesia using the Job Demands-Resources (JD-R) framework. The particular focus of the study is job satisfaction as a mediating factor between workload and technostress and employee wellbeing and digital competence as a personal resource that might modulate the between-job-satisfaction and employee-wellbeing relationship. This was a quantitative cross-sectional survey, wherein a five-point Likert scale questionnaire was used, which was based on existing measurement scales. Non-probability purposive sampling was used to collect 262 valid responses from Generation Z employees who were working or on an internship in the banking sector in Indonesia. Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.1.1.8 was used to analyze the data. The results show that workload and technostress have negative and significant negative associations with employee wellbeing and job satisfaction, and job satisfaction has positive and significant associations with employee wellbeing. The correlation between workload and technostress with employee wellbeing also mediated significantly through job satisfaction. Conversely, digital competence does not have a strong positive direct relationship with employee wellbeing, and the relationship between it and job satisfaction is not found to be statistically meaningful. Therefore, there is no moderating effect of digital competence as hypothesized. The research makes a contribution as the traditionally and technology-associated job demands are combined to be applied in a well-structured framework of JD-R and the empirical research is further extended to the Generation Z workforce in the Indonesian banking industry that relies heavily on technology.
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
Adi Pratama, F., & Solihin, A. (2021). Review: Journal of Multidisciplinary in Social Sciences The Role of Work Stress In Mediating the Effect of Workload and Compensation on Job Satisfaction. In Review: Journal of Multidisciplinary in Social Sciences. Retrieved https://lenteranusa.id/
Alkhayyal, S., & Bajaba, S. (2024). Countering technostress in virtual work environments: The role of work-based learning and digital leadership in enhancing employee well-being. Acta Psychologica, 248. https://doi.org/10.1016/j.actpsy.2024.104377
Andolšek, J., Černe, M., Košak, M., & Lamovšek, A. (2026). From foundations to frontiers: A 25-year bibliometric journey of job demands–resources theory. Journal of Occupational and Organizational Psychology, 99(1). https://doi.org/10.1111/joop.70079
Apenbrink, K. S., & Kuhlmann, R. (2026). Daily Gain Cycles in Hybrid Work Environments: A Multilevel Study on the Reciprocal Interplay of Job Crafting, Psychological Capital, and Work Engagement. Journal of Business and Psychology, 41(3), 673–695. https://doi.org/10.1007/s10869-025-10070-3
Awwad, R. I., Aljuhmani, H. Y., & Hamdan, S. (2022). Examining the Relationships Between Frontline Bank Employees’ Job Demands and Job Satisfaction: A Mediated Moderation Model. SAGE Open, 12(1). https://doi.org/10.1177/21582440221079880
Bakker, A. B., Demerouti, E., & Sanz-Vergel, A. (2026). Annual Review of Organizational Psychology and Organizational Behavior Job Demands-Resources Theory: Ten Years Later. Annu. Rev. Organ. Psychol. Organ. Behav. 2023, 10, 41. https://doi.org/10.1146/annurev-orgpsych-120920
Battisti, E., Alfiero, S., & Leonidou, E. (2022). Remote working and digital transformation during the COVID-19 pandemic: Economic–financial impacts and psychological drivers for employees. Journal of Business Research, 150, 38–50. https://doi.org/10.1016/j.jbusres.2022.06.010
Benítez-Márquez, M. D., Sánchez-Teba, E. M., Bermúdez-González, G., & Núñez-Rydman, E. S. (2022). Generation Z Within the Workforce and in the Workplace: A Bibliometric Analysis. Frontiers in Psychology, 12. https://doi.org/10.3389/fpsyg.2021.736820
Borle, P., Reichel, K., Niebuhr, F., & Voelter-Mahlknecht, S. (2021). How are techno-stressors associated with mental health and work outcomes? A systematic review of occupational exposure to information and communication technologies within the technostress model. In International Journal of Environmental Research and Public Health (Vol. 18, Number 16). MDPI. https://doi.org/10.3390/ijerph18168673
Bueno, L. A., Sigahi, T. F. A. C., Rampasso, I. S., Leal Filho, W., & Anholon, R. (2024). Impacts of digitization on operational efficiency in the banking sector: Thematic analysis and research agenda proposal. International Journal of Information Management Data Insights, 4(1). https://doi.org/10.1016/j.jjimei.2024.100230
Claes, S., Vandepitte, S., Clays, E., & Annemans, L. (2023). How job demands and job resources contribute to our overall subjective well-being. Frontiers in Psychology, 14. https://doi.org/10.3389/fpsyg.2023.1220263
Daeli, E. C., & Wedari, L. K. (2025). Exploring The Digital Transformation Impacts On Bank Profitability In Indonesia: A Textual And Sentiment Analysis Approach. Banks and Bank Systems, 20(1), 271–281. https://doi.org/10.21511/bbs.20(1).2025.22
Demerouti, E. (2025). Job demands-resources and conservation of resources theories: How do they help to explain employee well-being and future job design? Journal of Business Research, 192. https://doi.org/10.1016/j.jbusres.2025.115296
Diener, F., & Špaček, M. (2021). Digital Transformation in Banking: A Managerial Perspective on Barriers to Change. Sustainability, 13(4), 2032. https://doi.org/10.3390/su13042032
Dragano, N., & Lunau, T. (2020). Technostress at work and mental health: concepts and research results. In Current Opinion in Psychiatry (Vol. 33, Number 4, pp. 407–413). Lippincott Williams and Wilkins. https://doi.org/10.1097/YCO.0000000000000613
Dukungan Transformasi Digital dalam Mengakselerasi Pertumbuhan Ekonomi Nasional. (2025). Retrieved www.ekon.go.id
Fischer, T., Reuter, M., & Riedl, R. (2021). The Digital Stressors Scale: Development and Validation of a New Survey Instrument to Measure Digital Stress Perceptions in the Workplace Context. Frontiers in Psychology, 12. https://doi.org/10.3389/fpsyg.2021.607598
Galanakis, M. D., & Tsitouri, E. (2022). Positive psychology in the working environment. Job demands-resources theory, work engagement and burnout: A systematic literature review. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.1022102
Gallegos, A., Rodríguez Zavala, L. A., Valencia-Arias, A., & Valencia, J. (2025). Emerging trends in digital banking: technologies, usability, regulation, and transformation of the financial sector. F1000Research, 14, 727. https://doi.org/10.12688/f1000research.166554.1
Golz, C., Peter, K. A., Müller, T. J., Mutschler, J., Zwakhalen, S. M. G., & Hahn, S. (2021). Technostress and digital competence among health professionals in swiss psychiatric hospitals: Cross-sectional study. JMIR Mental Health, 8(11). https://doi.org/10.2196/31408
Gunnoo, L., Ladsawut, J., & Fauzel, S. (2026). Gen Z in the digital era: reframing job satisfaction in the modern workplace. Journal of Organizational Effectiveness, 1–24. https://doi.org/10.1108/JOEPP-12-2025-1113
Hang, Y., Hussain, G., Amin, A., & Abdullah, M. I. (2022). The Moderating Effects of Technostress Inhibitors on Techno-Stressors and Employee’s Well-Being. Frontiers in Psychology, 12. https://doi.org/10.3389/fpsyg.2021.821446
Inegbedion, H., Inegbedion, E., Peter, A., & Harry, L. (2020). Perception of workload balance and employee job satisfaction in work organisations. Heliyon, 6(1). https://doi.org/10.1016/j.heliyon.2020.e03160
Khalequzzaman, M., Wang, S., Zhang, N., & Wang, L. (2025). Digital transformation stressors in banking: Technostress as a mediator and organizational support as a moderator of job performance. Acta Psychologica, 260. https://doi.org/10.1016/j.actpsy.2025.105612
Kitsios, F., Giatsidis, I., & Kamariotou, M. (2021). Digital transformation and strategy in the banking sector: Evaluating the acceptance rate of e-services. Journal of Open Innovation: Technology, Market, and Complexity, 7(3). https://doi.org/10.3390/joitmc7030204
Lee, Y. K. (2021). Impacts of digital technostress and digital technology self-efficacy on fintech usage intention of Chinese gen Z consumers. Sustainability (Switzerland), 13(9). https://doi.org/10.3390/su13095077
Lepold, A., Tanzer, N., Bregenzer, A., & Jiménez, P. (2018). The efficient measurement of job satisfaction: Facet-items versus facet scales. International Journal of Environmental Research and Public Health, 15(7). https://doi.org/10.3390/ijerph15071362
Martela, F. (2025). Well-Being as Having, Loving, Doing, and Being: An Integrative Organizing Framework for Employee Well-Being. Journal of Organizational Behavior, 46(5), 641–661. https://doi.org/10.1002/job.2862
Nesindande, A. R. M., Saurombe, M. D., & Joseph, R. M. (2024). Exploring changes in banking workplaces because of digital technology implementation. SA Journal of Human Resource Management, 22(0). https://doi.org/10.4102/SAJHRM.v22i0.2542
Plekhanov, D., Franke, H., & Netland, T. H. (2023). Digital transformation: A review and research agenda. European Management Journal, 41(6), 821–844. https://doi.org/10.1016/j.emj.2022.09.007
Sibindi, N., & Platen, E. (2025). Predictors of employee burnout among frontline bank staff in South Africa: a multi-theoretical approach. African Journal of Economic and Management Studies, 1–15. https://doi.org/10.1108/AJEMS-11-2024-0672
Staniškienė, E., Stankevičiūtė, Z., Daunorienė, A., & Ramanauskaitė, J. (2026). Sustaining employee wellbeing: a mediation analysis of resilience as a pathway from sustainable HRM to happiness in healthcare and wellness settings. Frontiers in Psychology, 17. https://doi.org/10.3389/fpsyg.2026.1789646
Van Heerden, J., Du Plessis, M., & Becker, J. R. (2022). Walking the Tightrope of Job Demands and Resources: Leveraging Work Engagement to Counter Turnover Intentions of Information Technology Professionals. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.660308
Vuorikari, Riina., Punie, Yves., Carretero, Stephanie., & Brande, L. V. den. (2016). DigComp 2.0 : the digital competence framework for citizens. Publications Office.
Wang, Q., & Yao, N. (2025). Understanding the impact of technology usage at work on academics’ psychological well-being: a perspective of technostress. BMC Psychology, 13(1). https://doi.org/10.1186/s40359-025-02461-1
Yılmaz, B., Dinler Kısaçtutan, E., & Gürün Karatepe, S. (2024). Digital natives of the labor market: Generation Z as future leaders and their perspectives on leadership. Frontiers in Psychology, 15. https://doi.org/10.3389/fpsyg.2024.1378982
Zacher, H., & Rudolph, C. W. (2024). Workplace digitalization and workload: changes and reciprocal relations across 3 years. Scientific Reports, 14(1), 5924. https://doi.org/10.1038/s41598-024-56537-w
Zhang, J., Rehman, S., Addas, A., & Ahmad, J. (2024). Influence of Work-Life Balance on Mental Health Among Nurses: The Mediating Role of Psychological Capital and Job Satisfaction. Psychology Research and Behavior Management, Volume 17, 4249–4262. https://doi.org/10.2147/PRBM.S497305
Zhang, L., Yang, C., & Zheng, Y. (2026). Digital competence for sustainable education of pre-service teachers: a systematic literature review (2014–2024). In Frontiers in Psychology (Vol. 16). Frontiers Media SA. https://doi.org/10.3389/fpsyg.2025.1710983
Zito, M., Ingusci, E., Cortese, C. G., Giancaspro, M. L., Manuti, A., Molino, M., Signore, F., & Russo, V. (2021). Does the end justify the means? The role of organizational communication among work‐from‐home employees during the covid‐19 pandemic. International Journal of Environmental Research and Public Health, 18(8). https://doi.org/10.3390/ijerph18083933