AN ASSESSMENT OF THE IMPACT OF JOB DESIGN ON EMPLOYEES JOB PERFORMANCE IN SERVICE INDUSTRY IN CAMEROON

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

The performance of workers, particularly in Cameroonian service industry, is a crucial factor that significantly contributes to the overall success and prosperity of corporate organizations. According to Ejabefio and Nwaeke (2018), the productivity of organizations is a crucial factor for businesses, since they must keep up with ever-changing economic needs. However, writers emphasized that organizations, regardless of whether they are profit or nonprofit, must have a necessity to assess their level of effectiveness and efficiency. In a study conducted by Onu, Akinlabi, and Adegbola (2018), it was shown that organizations cannot achieve their full potential unless employees adhere to the norms of the organization, which enhances their unity and performance. Furthermore, Beloor, Nanfundeswaraswamy, and Swamy (2017) assert that employees are vital resource, despite the tendency of many managers to prioritize technological development and neglect the well-being of their employees. Similarly, they asserted that employees in organizations are "social beings" who originate from many social systems, cultures, family backgrounds, and lifestyles. This suggests that in order for organizations to prioritize employee performance, they must have a comprehensive awareness of the distinct qualities that include the employee Hence, it is imperative for management to implement effective techniques that foster cohesion among employee, enabling them to attain the organization's and employees' predetermined objectives at the highest level of efficiency (Chukwuma, 2019). However, Cook and Artino (2016) observed that many organizations are inclined to prioritize their goals over the well-being of their employees, which can have a negative impact on their long-term success. Therefore, it is crucial to adopt tactics such as job design in order to effectively create and oversee an organization's resources. Job design and analysis are techniques used to optimize employees' performance by modifying job processes and content to increase worker motivation, satisfaction, and output capacity (Knapp & Mujtaba, 2020). Furthermore, studies such as Ejabefio and Nwaeke (2018) have explored the importance of employees' performance in relation to job design and analysis. They specifically examined the correlation between innovativeness and performance. However, their focus was primarily on innovative behaviour and identifying indicators of performance such as effectiveness, efficiency, quality, market share, and profit. Therefore, the study did not take into account the influence of job design on productivity, specifically in respect to indicators based on direct employees. In addition, Ali and Zia-ur-Rehman (2019) conducted a survey on the "impact of job design on workers' productivity, with a focus on the mediating role of job satisfaction. The study specifically examined the FMCG sector in Pakistan and assessed indicators of workers' performance, including task productivity and career productivity. However, the findings regarding these indicators appear to lack credibility. The study therefore aims to conduct a survey in order to assess the impact of job design on employee job performance in service industries in Cameroon.

1.2 Statement of the Problem

Job design plays a crucial role in optimizing employee performance. However, in order to enhance job satisfaction and motivation among employees, it is crucial to prioritize job design. Furthermore, job design evaluates the extent to which an employee is involved in tasks and assignments. Despite its longevity, job design has not garnered significant attention from managers. (Zareen, Razzaq, Mujtaba, 2018). While, numerous studies have examined various aspects that influence job performance, such as training, motivation, and employee satisfaction (Hijr & Haleem, 2017; Zhangpeidi, 2016; Hailesilasie, 2019), there is less empirical evidence available to assess the impact of job design on job performance. Currently, there is a lack of research investigating the influence of work design on job performance among employees in the service industry in Cameroon, specifically in Mokolo. Therefore, this study is unique as it aims to fill this research gap in the North Province of Cameroon. Nevertheless, variables influencing work designs have been explored through empirical research include organizational variables, environmental factors, and behavioural factors (Rajaguru, 2019). Thus, it is in the light of this, the study seeks to assess the impact of job design on employee job performance in service industries in Cameroon.

1.3  Objectives of the Study

The main purpose of this study is to assess the impact of job design on employee job performance in service industries in Cameroon. Specifically, the study will;

Examine the  job design practices employed by service industries in Cameroon.

Assess employees' perceptions of job design and its influence on job satisfaction  in the service sector in Cameroon.

Assess the direct impact of job design factors on employees' job performance in the service sector in Cameroon.

1.4 Research Questions 

The following questions have been prepared for the study:

What are the level of worker’s productivity in telecommunication companies in Cameroon?

Does job design impact worker’s motivation in telecommunication companies?

Does job design impact worker’s job performance in telecommunication companies?

Is there a relationship between job design and workforce productivity in telecommunication companies in Cameroon?

1.5 Research Hypotheses

H0: There is no significant impact of job design on employees job performance in service industries in Cameroon.

Ha: There is a significant impact of job design on employees job performance in service industries in Cameroon.

1.6 Significance of the Study

This study aims to assist organizations in implementing initiatives that will enhance job design practices and cultivate  more efficient employees. Further, the study's results will offer valuable direction for enhancing recruiting, training, and performance assessment protocols, so ensuring employees possess the necessary expertise and resources needed to carry out their duties effectively. Additionally, subsequent researchers will use it as a literature review. This means that other students who may decide to conduct studies in this area will have the opportunity to use this study as available literature that can be subjected to critical review. Invariably, the result of the study contributes immensely to the body of academic knowledge with regard to the impact of job design on employee job performance in service industries in Cameroon.

1.7 Scope of the study

The scope of this study is boarded on the impact of job design on employee job performance in service industries in Cameroon. Empirically, this study will examine the  job design practices employed by service industries in Cameroon, assess employees' perceptions of job design and its influence on job satisfaction  in the service sector in Cameroon and the direct impact of job design factors on employees' job performance in the service sector in Cameroon.

Geographically, the study will be delimited to employee in the banking sector of Cameroon.

1.8 Limitation of the study

In the course of carrying out this study, the researcher experienced some constraints, which included time constraints, financial constraints, language barriers, and the attitude of the respondents. In addition, there was the element of researcher bias. Here, the researcher possessed some biases that may have been reflected in the way the data was collected, the type of people interviewed or sampled, and how the data gathered was interpreted thereafter. The potential for all this to influence the findings and conclusions could not be downplayed. 

More so, the findings of this study are limited to the sample population in the study area, hence they may not be suitable for use in comparison to other schools, local governments, states, and other countries in the world.

1.9 Definition of Terms

Job design: the process of structuring, organizing, and defining the tasks, responsibilities, and roles associated with a particular job within an organization. 

Employee job performance: the extent to which an individual fulfills their job duties, achieves performance targets, and contributes to organizational goals in a service industry.

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