The Pattern of Human Resources Resilience in the Banking Industry in the COVID-19 Pandemic Situation with a Mixed Exploratory Approach

In order to study the behavior of employees during the crisis, the present study was conductedwith the aim of providing a model of human resource resilience in the banking industry duringthe Covid 19 period, which was done using qualitative and quantitative methods in a mixedapproach. This research is exploratory-descriptive based on the method of data collection andnature and development-applied in terms of purpose. Participants in the qualitative sectionwere 14 experts in the field of management and banking industry who were selected based ona purposeful method and they were interviewed semi-structured. In the quantitative part, datawere collected using a questionnaire from 196 managers and employees of Mellat Bank inAlborz province who were randomly selected. In order to present the qualitative model, thegrounded theory and MAXQDA software were used, and to validate the model, the structuralequation modeling method and SMART PLS software was used. The results of open and axialcoding led to the extraction of 4 categories (individual and personality, infrastructure andtechnology, social and cultural, political and legal factors), 9 sub-categories, and 33 indicators.The findings of the quantitative section showed that 28 out of 33 indicators are statisticallyconfirmed and all four identified factors have a positive and significant impact on the humanresource resilience of Mellat Bank in the Covid-19 era. Comparison of coefficients ofdetermination also showed that individual and personality, infrastructure and technology,social and cultural, and political and legal factors had the greatest impact on the resilience ofbank’s human resources, respectively. The results of this study allow bank managers to havean integrated plan to improve the existing conditions to deal with crises and accidents in orderto increase these factors in their organization, by identifying the basic points dimensions, andcomponents of human resilience.