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

Authors: Hotniar Siringoringo; E.S. Margianti; Qurrota Ayyun; Ikhwan Arbiyanto

Addresses: Universitas Gunadarma, Jakarta, 16424, Indonesia ' Gunadarma University, Jalan Margonda Raya No. 100 Depok 16424 Jawa Barat, Indonesia ' Faculty of Industrial Technology, Gunadarma University, Jalan Margonda Raya No. 100 Depok 16424 Jawa Barat, Indonesia ' Faculty of Industrial Technology, Gunadarma University, Jalan Margonda Raya No. 100 Depok 16424 Jawa Barat, Indonesia

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.

Keywords: mental workload; bank teller; NASA-TLX; state-owned bank; private bank; subjective methods; performance; Indonesia.

DOI: 10.1504/IJPQM.2021.119763

International Journal of Productivity and Quality Management, 2021 Vol.34 No.3, pp.379 - 398

Received: 25 May 2020
Accepted: 15 Jun 2020
Published online: 20 Dec 2021 *

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