Relationship between quality of work life and employees perceptions of performance at Safaricom’s Jambo contact center in Nairobi

Abstract

Today, due to much focus on employees’ performance, quality of work life and how it relates to employee performance in Contact Centre has been long overlooked. As such this study aims to determine the relationship between the quality of work life and employees perceptions of performance. The study was guided by one prime objective, that is: to determine the relationship between the quality of work life and employees perceptions of performance at Safaricoms Jambo Contact Centre, Nairobi. Stratified random sampling procedure was used to arrive at the sample of employees. A semi -structured questionnaire was used to collect data from the 146 employees who took part in the study. Quantitative data was coded and analyzed using SPSS, version 18 and presented in frequencies and percentages in tables and figures with accompanying descriptive details. The study established that the factors that contribute to quality of work life at the Safaricom Jambo Contact Centre are working environment, relation and co-operation, training and development, compensation and rewards, management, involvement, team work, motivation and communication.While analysing the relationship between quality of work life and perceived employees performance, the study established that there was a strong correlation among all the quality of work life variables tested to employees performance .The study concluded that variables that contribute to a better quality of work life should be taken into consideration by the management when addressing performance concerns. On the basis of the study, it was suggested that further studies should be done by taking each individual factor which would bring out an exhaustive and most comprehensive view of the relationship between the quality of work life and employees’ performance and further studies should be done on other contact centers in Kenya.