Exploring the Effects of Digitalization and Workplace Incivility on Employee Turnover Intention: The Mediating Role of Job Insecurity in Pakistan's Private Banking Industry

Abstract

This study examines the factors influencing employee turnover intention in Pakistan's private banking sector, focusing on digitalization and workplace incivility. As the banking industry undergoes digital transformation, technological advancements like branchless banking and automation improve efficiency but also increase job insecurity, contributing to higher turnover intention. Workplace incivility, including customer abuse and unethical practices, exacerbates employee dissatisfaction, further heightening turnover risks. The study explores how job insecurity mediates the relationship between digitalization, workplace incivility, and turnover intention, using data from frontline employees in Punjab and analyzed through Partial Least Squares Structural Equation Modeling (PLS-SEM). Findings reveal that both digitalization and workplace incivility significantly affect turnover intention, with job insecurity amplifying these effects. The research emphasizes the importance of addressing job insecurity in the context of digital transformation and workplace behavior, offering practical recommendations for HR policies to enhance job security, employee engagement, and a positive workplace culture in the banking sector.