Effects of Professional Employees Voluntary Turnover on Company’s Service Delivery: The Case of Ethiopian Insurance Corporation (EIC)
No Thumbnail Available
Date
2016-06
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Addis Ababa University
Abstract
The problems triggering this study were an increasing rate of turnover from year to year, increase in error records, customers complaining of frequently changing professionals and existing professionals‟ job hoping. The general objective of this study was to examine the actual causes behind professional employees‟ turnover and its effects on the service delivery of the corporation. The research is aimed at pointing the major causes of professional employees‟ voluntary turnover, spotting employees more susceptible for voluntary turnover, examining the direct and indirect effects as well as the magnitude and direction of professionals‟ voluntary turnover on the corporation‟s service delivery and assessing the attitudes of the higher executives regarding professional employees‟ voluntary turnover and service delivery. The research type employed in this study is descriptive. This study involved concurrent mixed design, which incorporates both qualitative and quantitative approach, for data collection. Both survey of documents (Secondary data) and structured questionnaire and interview (Primary data) tools were used. Data collected using structured questionnaire was analyzed using the Statistical Package for Social Sciences (SPSS) version 20. Interview was also conducted for triangulation. Findings of this study indicated that lack of clear path for career advancement, unfair treatment of employees, job hoping, non existence of non monetary recognition and flexible working condition and job dissatisfaction are the major causes of professional employees‟ voluntary turnover in EIC. According to findings of this research, the employees, among the professionals, who are more susceptible for voluntary turnover, are non management young professionals. The findings of this study indicated high error record and customer dissatisfaction which finally turns out to shift of the same to other service providers, as the effect of professionals‟ voluntary turnover on corporation‟s service delivery. Concerning the attitudes of higher executives on professional employees‟ voluntary turnover and service delivery, this study put forward that the management is aware of the existence of increasing rate of professionals‟ turnover. The majority stressed on the preventive measures as to retain professionals and enhance service delivery. In addition to working on the major controllable factors causing professional‟s turnover, this study recommends the introduction of structured programme for transfer of critical knowledge, instillation of service culture and placement of service improvement programme.
Key words: Professional, Employees, Voluntary, Turnover, Service delivery
Description
Keywords
Professional, Employees, Voluntary, Turnover, Service delivery