Job Satisfaction and Employee Performance in the Telecommunication Sector in Kenya: A Case of Telkom Kenya Limited

By: Christopher O. Otera and Dr. Lawrence Wainaina


Globalization and increased e-commerce has heightened the level of competition between organizations as they seek to have a competitive advantage over their peers in the industry. Subsequently, the need to attain company objectives has become paramount and therefore the productivity and performance of employees has become a key aspect for human resource management. The telecommunication sector in Kenya has transformed significantly over the past two decades and many companies have been operating in Kenya but some have failed to thrive. The industry has companies that have proven profitable over the years while some have struggled in the same market. Telkom Kenya Limited has operated in Kenya since 1999 but has not been able to become the dominant firm in this industry. Subsequently, this research focuses on Telkom Kenya Ltd. The main objective was to explore the effect of Job Satisfaction Dimensions on Employee Performance among employees in the telecommunication sector in Kenya. The performance of employees is dependent on several dimensions that constitute their job satisfaction. The dimensions include economic rewards, interpersonal relationships, personal fulfillment and organizational commitment. The specific objectives of the study were: to assess the effect of economic rewards, interpersonal relations, personal fulfillment and organizational commitment on Employee Performance among employees at Telkom Kenya.  The main theories used in this research are Equity theory that is linked with this study as it helps define the particular behaviors that affect performance exhibited by employees in regards to their level of satisfaction. The other theory is Herzberg’s theory which is relevant to this study as it explains the motivating factors that guide employees in the telecommunication sector. The scope of the research is limited to the technical department at Telkom Kenya Ltd. In order to achieve the objectives of the study a descriptive research design was adopted. The target population of the study was the 670 staff members of the technical department at Telkom Kenya Ltd. The target population comprised of supervisors and technicians in the department. Subsequently, stratified random sampling was adopted in order to generate a representative sample for the study. Questionnaires were used to collect data and comprised of open and closed-ended questions. The research instrument was pilot tested before the actual data collection in order to ascertain its level of reliability and validity. The data collected was analyzed using Statistical Package for Social Sciences (SPSS) version 23 software. Multiple regressions were used to measure the strength of the relationship existing between the independent and dependent variables. The study established that economic rewards, interpersonal relations, personal fulfillment and organizational commitment were positively associated with employee performance. The study recommends that organizations put more emphasis on the reward systems adopted for their employees as this affects their satisfaction levels and performance. Moreover, organizations must monitor the conflict management structures in order to heighten positive relations in the workplace. Organizations should also endeavor to create conducive working environment that encourages use of employee skills and knowledge on the right job tasks.

Key Words: Job Satisfaction, Employee Performance, Telecommunication Sector in Kenya, Telkom Kenya Limited

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This is an open-access article published and distributed under the terms and conditions of the  Creative Commons Attribution 4.0 International License, United States unless otherwise stated.

About the Authors:

  • Christopher O. Otera- Correspondent Author, School of Business, Kenyatta University, Kenya
  • Dr. Lawrence Wainaina- Human Resources Management Department, School of Business, Kenyatta University, Kenya