The Impact of organisational support on employee performance in the telecommunications industry of Zimbabwe in the period 2020 to 2021
- Author
- Mugabe, Tatenda
- Title
- The Impact of organisational support on employee performance in the telecommunications industry of Zimbabwe in the period 2020 to 2021
- Abstract
- The research was motivated by the new era of remote working as a result of the social distancing requirement during the Covid19 pandemic. The workplace was overhauled limiting the number of people who physically worked from the office, with the majority directed to work remotely. The study sought to understand the support telecommunication organisations in Zimbabwe provided to employees towards seamless customer experience. The causal research design was used. A sample of three hundred and fifty-seven fully completed online surveys were prioritised in the study. From a total of 357 respondents, 192 (53.8%) were females and 165 (46.2%) were males. The Zimbabwean telecommunications industry in particular Econet, NetOne, Telecel and TelOne were used as the population where the sample was drawn from based on their capacity to provide virtual or remote services. A Google Forms online questionnaire was used as the primary research instrument to collect data from the sample. The survey link was shared with the Public Relations representatives of Econet, NetOne, Telecel and TelOne for distribution among their client services personnel. Collected data from the questionnaire was analysed using the Statistical Package for Social Sciences (SPSS) programme. The model predicted a significant amount of variance in overall employee performance, F (3, 355) =75.800, p< 0.001, R2=.392. After controlling for the other variables in the model, Management Support, t=10.686, p=.000; Technological Support, t=6.026, p=.000; and Rewards, t=.775, p=.439; were significant predictors of employee performance. In conclusion, organisational support conditions should not be imposed but must be crafted through collaboration with employees. It was recommended that organisational support mechanisms need further review as they tend to vary depending on geopolitics and era in addition the reward systems need to be investigated in view of non-financial incentives.
- Date
- June 2022
- Publisher
- BUSE
- Keywords
- Organisational support,
- Employee performance,
- Telecommunications
- Supervisor
- N/A
- Item sets
- Department of Banking and Finance
