| dc.description.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 | en |
