Theses and dissertations (Management Sciences)

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Employee perceptions of the value proposition of Employee Assistance Programmes (EAPS) in addressing absenteeism at GUD Holdings (Pty) Ltd
(2023-04) Olumene, Bertha Manvela Dasilva; Henha, Edwige Pauline Ngo
The aim of this study is to analyse the perceptions of employees of the value proposition of EAPs in addressing Absenteeism at GUD Holdings (Pty) Ltd. GUD Holdings (Pty) Ltd does not have a formal Employee Assistance Programme (EAP) in place to provide support to employees who may have personal problems. Hence, an EAP might be beneficial to GUD Holdings (Pty) Ltd in reducing absenteeism and improving performance. This has resulted in motivation for the study. Furthermore, one of the objectives of this study was to explore the perceived causes of absenteeism at GUD Holdings. The research design adopted a quantitative approach using a questionnaire. Of the 260 questionnaires issued, 251 were returned, 1 of which was not completed, which made the response rate 96.5%. Data was analysed using the computerised Statistical Programme for the Social Sciences (SPSS version 27 for Windows). This study concluded with the findings that emerged from the research. The findings revealed that there is a great need for an EAP at GUD Holdings. However, employees’ knowledge and awareness of the EAP indicated that they understood the value of the Employee Assistance Programmes. This study revealed that employees at GUD Holdings are struggling with several personal problems, which are causing absenteeism. EAPs have demonstrated the capability to improve various outcome measures. Based on the findings, the implementation of EAP resources was recommended for GUD Holdings. Another recommendation to the management of GUD Holdings highlights the speedy implementation of an EAP based on high absenteeism levels and the findings which revealed that respondents showed interest in the Programme.
Factors that influence employee morale of contact centre staff : Eskom Holding SOC LTD South Africa
(2018) Masilela, Thoko Johanna; Mbhele, Thokozani Patmond
The vital role that staff morale plays in staff performance within organisations cannot be underestimated. The main reason for human and labour development is to improve employees’ conduct in terms of confidence or approach towards the job. Eskom contact centre is an important and integral part of business that frequently handles queries from customers, thereby reducing the waiting time of customers and enhancing call routing. Leadership of Eskom contact centres is deemed to experience a high rate of absenteeism, high level of stress and high turnover rate and intention to leave by most of the employees working in the contact centres. The main objective of the study was to determine factors influence the morale of employees at Eskom contact centre in South Africa. This study further aimed to achieve the following objectives: to examine the effects of Eskom workforce performance management systems that influence the levels of motivation and morale of contact centre employees, to evaluate the impact of intrinsic and extrinsic factors influencing the morale on physical and psychological performance outcomes, and to assess the relationship between the moral behavior among the Eskom contact centre employees and the perceived employees physical and psychological performance reactions and attitudes. Statistical methods such as descriptive statistics, multiple regression, logistic regression and factor analysis were used to analyse the data collected from thirty-five (35) employees at Eskom contact centre. The main findings reveal that the most important intrinsic factors which influences job satisfaction at Eskom contact centre were acceptable pay level and employee recognition while the extrinsic factors include: reasonable work and responsibilities, positive role of supervisor, work pressures, work tension, job frustration, low service level, customer time management, high responsibility, work overload and heavy call overload. The managerial implication encompasses some recommendations that can assist management to decide on the factors that will enhance Eskom’s operations.