Technology Overload and Subjective Well-Being in Vietnamese Banks: The Mediating Role of Work–family Conflict, with Leader–Member Exchange and Perceived Organizational Support as Moderators

Background/ problem: Amid digital transformation in Vietnam’s banking sector, technology overload has triggered role stress and work-family conflict, raising concerns about employee well-being. This study investigates the psychological and organizational mechanisms behind these effects. Objective/ purpose: This study examines how different forms of technology overload: information, communication, and system feature overload, affect the subjective well-being of Vietnamese bank employees, with work–family conflict (WFC) as a mediator and leader–member exchange (LMX) and perceived organizational support (POS) as moderators. Design and Methodology: Data was collected from 409 bank employees in Ho Chi Minh City, Vietnam, via both online and offline surveys. Hypotheses were tested using partial least squares structural equation modeling (PLS-SEM) with SmartPLS 4 software. Results: The study found that WFC was significantly influenced by information overload (β = .23, p = .00), communication overload (β = .20, p = .00), and system feature overload (β = .29, p = .00), while WFC negatively impacted SWB (β = –.40, p = .00). Mediator effect of WFC on TO components with SWB was confirmed. Moderator effect of POS on WFC with SWB was significant (β = .11, p = .04), while LMX showed no significant moderator effect on TO components with WFC (p > .05). Conclusion and Implications: The findings highlight that employee behavior in the digital context is significantly influenced by role stress caused by technology overload, with POS playing a moderating role while LMX does not. Managers should optimize digital workload strategies, while employees need to proactively strengthen their digital adaptability.