Factors Affecting Employees' Turnover Intention: The Case of Ethio Telecom
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Date
2022-06
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Addis Ababa University
Abstract
The main objective of this research was to examine factors affecting employees' turnover intention in the Ethio telecom contact center. The study used four factors namely work environment, job stress, promotion opportunity, and pay level and reward as predictors of turnover intention based on the developed conceptual framework. A quantitative research design was used to conduct the study. The target population of the study was Ethio Telecom contact center employees. The total number of these contact center employees was 1719. A probability sampling technique called stratified sampling was used to divide the population into four strata or subgroups based on their position of responsibility. The representatives from each stratum were selected by using a simple random sampling technique. The questionnaire was distributed to 325 employees based on the calculated sample size. The collected data were analyzed by using descriptive and inferential statistics. The analysis was made by SPSS version 28. The finding of the study has shown that the level of turnover intention among Ethio telecom contact center employees is moderately high. The study result also indicated that all the independent variables are correlated with the dependent variable. The research has shown that job stress, promotion opportunities, and work environment have a significant effect on turnover intention. Job stress has a higher effect followed by promotion opportunities and work environment. Pay level and reward have no significant impact on turnover intention. Finally, the study forwarded recommendations to Ethio telecom to design techniques that can reduce job stress, increase promotion opportunities and create a better work environment to retain its employees. The company can build stress reduction breaks, and flexible work schedules, offer paid time off and maintain physical and mental health benefits to reduce job stress. The study also suggested the company design a clear career path, create training and development programs, and reduce barriers to promotion opportunities or might need to revise policies regarding career growth and promotion opportunities. The study also suggested that Ethio telecom has to closely follow the factors that are causing employees' turnover intention and design a retention mechanism accordingly
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Keywords
Turnover intention, work environment, promotion opportunity