Assessment Of Employee Behavior On Organizational Performance: A Case Of Nakuru Safaricom Customer Care Centre Nakuru County, Kenya

ABSTRACT

Sensible employee behavior translates to a healthy work culture, a motivated and engaged work force which translates to productivity and efficiency. Employees can at times exhibit patterns of behavior that might be considered as toxic behavior. How employee behavior in a service company is very important as it can determine whether organizations will meet their goals, this is because customers are the most important component in this industry. The human resource and administrative unit of Safaricom customer Centre in Nakuru are based in Nairobi and this might influence on how employees behave. The study therefore sought to assess employee behavior on organizational performance. It was guided by three objectives: To determine how employee communication has an influence on organization performance at Nakuru Safaricom customer care center. To assess the influence of organization culture on organization performance at Nakuru Safaricom customer care center and lastly to establish how leadership of management influences organizational performance at Nakuru Safaricom customer care center. The study was carried out in Nakuru with a target population of 50 employees. A census study was employed and descriptive research design used. Questionnaires were used as the data collection instruments and analysis entailed use of statistical package for social scientist (SPSS). Descriptive statistics entailed use of frequencies, percentages and descriptive summaries while inferential statistics entailed use of multiple regression analysis to predict the value of the variables. The study established that organizational communication is given priority at Safaricoms customer center. This is depicted through the periodic meetings held. Further trainings were availed and decisions made were based on consultations. It was concluded that communication was relatively effective in the organization and it had a significant relationship with organizational performance. There was a strong internalization of organizational culture through the set norms of the organization. The employees had a strong belief in the culture of the organization since it was customer focused. The study concluded that there was a significant statistical relationship between organizational culture and performance. There was effective leadership skills at safaricom customer care Centre in Nakuru. It was concluded that leadership at the Centre is very effective and further, there was a statistically significant relationship between leadership of organization and performance. It was recommended that Safaricom needs to incorporate training on change management to employees of safaricom customer care. The chain of command in the Centre needs to be made flexible so that information flow from the junior employees to the managers is well managed and is not derailed through the set layers of hierarchy. The employees should be allowed to use their own judgement when getting the job done. This would increase innovation and ideas that could further help to improve employee communication. Lastly on management leadership, there was need for managers to increase on their consultation with employees to be able to get feedback on the organization. The study could be significant as it would generate views and ideas that could be used by the companies to come up with policies to strengthen performance of employees as an effective tool to measure organization performance.