Employee Perceptions of Factors Affecting Their Performance at Jambo Contact Center, Nairobi

Abstract

Today, due to much focus on organizational opinion of performance, perception of employees regarding this element has been long overlooked. As such this study aimed to investigate the employee’s perception of factors affecting their performance. The study was guided by one prime objective, that is: To establish the employee’s perception of factors affecting their performance at the Jambo Contact Center, 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 135 employees who took part in the study. Quantitative data was coded and analyzed using SPSS, version 11 for Windows and presented in frequencies and percentages in tables and graphs with accompanying descriptive details. The study established that Perceptions of employees on factors affecting their performance at the Jambo Contact Center is greatly influenced by the working environment especially in terms of pay and performance output, job security and career advancement as well as association with seniors. Other key aspects influencing this perception are motivation and job satisfaction. Motivation gives employees at Jambo a sense of satisfaction and at the same time induces preferred workplace conduct thus boosting their productivity. On the other hand, job satisfaction at the center mitigates poorer performance by easing job-related tension and triggering positive emotion at work.