Relative importance of factors influencing job satisfaction among Safaricom’s retail centre agents in Nairobi

Abstract

The primary purpose of this study was to establish the relative importance of factors that influence job satisfaction among Safaricom retail centre agents. The objective of the study was to establish the relative importance of factors influencing job satisfaction among retail centre agents at Safaricom. The research design was a survey. The population of interest consisted of retail centre agents in the 8 retail shops in Nairobi. The data was collected using semi structured questionnaires. The drop and pick later method was used to administer the questionnaires. The response rate was 86% The data was analyzed using descriptive statistics The findings of the study showed that salary is an extremely important factor in influencing the job satisfaction of the retail centre agents with 81.9% of the respondents rating it as such. 32.6% of the respondents rated the nature of supervision as not important in influencing the job satisfaction of the retail centre agents. The relative importance of the factors that influence job satisfaction among Safaricom retail agents as rated by the respondents are: salary, responsibility for the job, recognition for a job well done, opportunity for achievement, the job itself, opportunity for advancement, interpersonal relations, working condition, company policies and administration, and nature of supervision The recommendation from the study is that HR administrators’ need to benchmark the salaries for the retail agents to the prevailing market rates in order to maintain or increase the level of job satisfaction for the retail agents since this factor has been identified as being extremely important to the agents. The job itself is also very important to the employees; strategies such as job rotation, job enrichment and job enlargement can be employed in order to positively enhance the job satisfaction of the retail center agents