oaioai:repository.mua.ac.ke:2562

INFLUENCE OF INFORMATION COMMUNICATION TECHNOLOGY ON ORGANIZATIONAL PERFORMANCE OF TELECOMMUNICATION SERVICE PROVIDERS IN KENYA: A CASE STUDY OF UNITEL SERVICES LIMITED

Abstract

Information and communication technology (ICT) is now part and parcel of many organizations operational processes and cannot be ignored in all aspects of the day to day operations from technical, financial, HR, marketing and even up to corporate (board) levels. In order to remain relevant in the competitive business world many organizations have thrived but have not adequately addressed ICT implementation. Even though several studies have shown positive correlation between ICT and organizational performance, the link of the human factor influence in all aspects related to introduction, adoption and implementation of ICT in the organizations is still not properly investigated. This study sought to establish, as its objective, the influence of employee HR development, ICT policy in the organization as applied to staff, financial management especially in relation to financing ICT projects’ budget and the organization’s working culture, on the overall organizational performance. A descriptive survey study design was used. A stratified random sampling technique is applied with 59 employees targeted. Out of this number, a sample size of 40 staff was taken and 33 of them were interviewed using semi-structured questionnaire. The data collected was analyzed using quantitative and qualitative data analysis techniques and the results presented using frequency tables, pie charts and bar graphs. More than half of those interviewed acknowledged that ICT had a positive correlation with their productivity at work. Of all the ICT approaches employed, HR development specifically on ICT skills and knowledge has the greatest positive influence on performance. Lack of good ICT policy negatively affected productivity. Most of the staff are rarely involved in organizations’ financial matters. Organizational working culture is seen to play quite a crucial role in relating ICT to performance. Overall performance is observed to be positively related to quality, employee satisfaction and profitability. These results are attributed to the fact that most employees of Unitel are millennials and are deemed to respond better to ICT based processes within the organization. The old employees were less enthusiastic towards unidirectional ICT resolution mechanisms. We therefore recommended that the institution should focus on inclusive ICT resolution approaches as opposed to manual concepts developed in the organization if working environment is to be improved for enhanced employee productivity and improved organizational performance

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oaioai:repository.mua.ac.ke:2562Last time updated on 8/17/2019View original full text link

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