The Mediating Role of Job Satisfaction in the Relationship between Digitalization and Turnover Intention: A Case Study in the Banking Sector

Abstract

Purpose – The aim of the study is to determine the effects of digitalization on employees' job satisfaction and turnover intention in the banking sector and to reveal the mediating role of job satisfaction in this relationship. Design/Method/Approach – This research was conducted using a quantitative method. A survey was used as the data collection technique, and data were gathered from 392 employees working in banks operating in Istanbul in December 2024. Three main variables—digitalization, job satisfaction, and turnover intention—were analyzed. The study was ethically approved by the Ethics Committee of Istanbul Nişantaşı University on November 22, 2024, with the decision number SOSETKK2024-09. Findings – The findings indicate that digitalization positively affects job satisfaction, while job satisfaction negatively affects turnover intention. Additionally, job satisfaction partially mediates the relationship between digitalization and turnover intention. Discussion – The study observed that digitalization enhances employees' job satisfaction and reduces their turnover intention. Job satisfaction plays a critical role in strengthening employee commitment and reducing turnover intention. These results highlight the importance of understanding the impact of digitalization processes on employee satisfaction and commitment. The study's limitations include its cross-sectional design and its focus solely on employees in the banking sector. Future research should consider broader samples across different industries and employ more comprehensive longitudinal designs.