| dc.description.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. | en |
