ABSTRACT
This research centered on ‘the effect of motivation on employee performance in the communication industry (A case study of MTN Enugu State Branch). The study set out to accomplish the following objectives: to determine the impact of motivation on workers performance in MTN, to examine the motivational techniques applied by MTN management to enhance the productivity and service of its employees, to determine the effectiveness of such motivational techniques on employee performance, to find out whether the incentives offered reflect the needs and aspirations of the employee. The study used a survey design and a sample random sampling technique to select the workers in MTN office located in Zik’s Avenue. A selected sample size 86 employee representing the entire population of 110 employees. It was determine using Taro Yamane formula. The main source of data collection was the primary data. A questionnaire structured in five points like scale was used. The secondary data was collected sources from business magazines, journals, newspapers etc. The frequency distribution table. The test of hypothesis was drive using chi-square method. The findings indicate that salary increase is a good motivation technique that can be used by MTN to motivate its employee. I discovered that motivation techniques applied by MTN management enhances, the services of the employee. Based on these findings, the following recommendation were made. I therefore, recommend that MTN should avoid irregular promotion of its employees rather they should promote their employees regularly.
TABLE OF CONTENTS
Title Page ii
Certification iii
Dedication iv
Acknowledgement v
Abstract vii
Table of Contents viii
Chapter one: Introduction
- Background of the Study 1
- Statement of the Problem 7
- Objectives of the Study 9
- Research Questions 10
- Research Hypotheses 10
- Significance of the Study 10
- Scope of the Study 12
- Limitations of the Study 13
- Definition of Special Terms 13
References
Chapter Two: Review of Related Literature
2.1 Theoretical Frame Work of the Study 23
2.2 Conceptual Framework of the Study 25
2.3 Historical Background of the Study 36
2.4 Reviews According to the Objective of the Study 40
References
Chapter Three: Research Design and Methodology
3.1 Research Design 41
3.2 Area of Study 41
3.3 Sources of Data 42
3.3.1 Primary Data 42
3.3.2 Secondary Data 42
3.4 Population of the Study 43
3.5 Sample Size Determination and Sampling Techniques43
3.6 Methods of Data Collection 49
3.7 Validity of the Instrument 49
3.8 Reliability of Instrument 49
3.9 Methods of Data Presentation and Analysis 50
Chapter four: Data Presentation and Analysis
- Data Presentation 51
- Test of Hypotheses 59
- Discussion of Findings 70
Chapter Five: Summary of Findings, Conclusion and Recommendation
5.1 Summary of Findings 71
5.2 Conclusions 72
5.3 Recommendations 73
Bibliography
Appendix
Questionnaire
CHAPTER ONE
INTRODUCTION
- Background of the Study
Motivation comes from the Latin word “motives” (a moving cause) and itself derived from the word “motus” (move). R.W Nickson (2008:77) says that motivation comes from within a person and cannot be imposed. Motivation is a positive impact that happens in the inner state of an individual that causes him or her to behave in a way that ensures the accomplishment of set goals. In other words, motivation explains why people behave the way they do. The more manager understands organization’s behavior, the better able they should be to influence that behavior and make it more consistent with the accomplishment of organizational targets.
Motivation is a reflection of a person’s desire to fulfill certain needs. It has to do with force that maintain and alter directions. Agabato J.O (2010 p.35) further mentioned that motivating an employee in an organization is one of the simplest and yet so complex of a manager’s job. It seems simple because people tend to be basically motivated on driven to behave in a way that leads to rewards. A manager who is concerned with performance is a manager concerned with motivation.
Motivating oneself is about setting the direction independently and then taking a course of action that will ensure that the person gets there (competence motivation 1979:482). In order words motivation, can be described as goal directed behavior, people are motivated when they expect that a course of action is likely to lead to the attainment if a goal and a valued reward, that is the one that satisfied their needs and wants. Also, it is the stimulation of people to action in order to accomplish desired goals (Fillippo 1980:14).
Employee’s motivation problem is that of getting members of on organization to do their work with zeal, willingly and enthusiastically. This problem is faced by almost all managers today where remarkable changes have take place and are still staking place in our communication industries and it include Globacom, Mobile Telecommunication Network (MTN), Airtel, Starcoms, Reltel, Zain, Etisalat (French 1978:64). According to French (1988:45), motivation as a general term for the entire class of drivers, need, wishes and similar forces, in a sinequa-non for optimum labour productivity in an organization.
Motivation has to energize individual by this is mean that motivation imbues the individual with the energy in order to ensure efficient accomplishment by energizing all other with urges to attain the goals or objective and overcome all obstacles as he or she is full of the urge, the enthusiasms and the zeal to deliver, accomplish or achieve the goal (Burnet 1984:17).
The researcher work tries to investigate the impact of motivation on the performance of employee in Nigeria communication industry. Experience in our communication industry shows evidence of substantial motivation of workers inspite of this motivation come late to work, defraud the company at the slightest opportunity, and produce poor quality of work, partial utilization of their skills for performance delivery of service and customers suffer without the right of action.
But if the workers are properly motivated they would surpass the predetermined standard of the company. The energies and creative in talents of the company and the energies and creative talents of the workers would be maximally utilized. The study investigates why workers who well motivated fail to provide better level of customer’s services.
- Statement Of Problem
The performance level of the workers of MTN Enugu branch is below expectation and this result in poor performance/ production of the workers. Also, they still indulge in unusual absence from duty, engage in industries disputes, work stoppages, and manifest poor attitude to work and defraud the company.
Afam (2011:16), mobile Telecommunication Network (MTN) service experience has been that it is able to recruit staff at the lowest levels and put them through training programme, but the time they have acquired enough experience to carryout their responsibility, they leave MTN for more rewarding jobs in the private sector or surprisingly in other attractive establishment.
Fillippo (2000:15), purports that despite sustained efforts made by management in reviewing the salary structure of MTN by works, the main problem in the organization is to retain them and attract new entrants, hence, the researcher has decided to write on the effect of motivation on employee’s performance in the communication industry, a case study of Mobile Telecommunication Network (MTN).
- Objectives of the Study
The main objective of the study is to determine the effect of motivation on employee’s performance in most firms in the communication industry, MTN, Enugu region, Ziks Avenue branch. Other specific objective may include:
- To determine the impact of motivation on workers performance in MTN.
- To examine the motivational techniques applied by the MTN
management to enhance the productivity and service of it’s employees.
- To determine the effectiveness of such motivational
techniques on employees performance
- To find out whether the incentive offered reflect the needs
and aspiration of the employees.
- Research Questions
- To what extent does motivation impact on workers performance?
- How to the motivational techniques applied by the MTN management enhance the productivity and services of its employees?
- How effective is such motivational techniques on employee performance.
- Does the incentive offered by MTN management reflect the need – and-aspiration of employer?
- Research Hypotheses
These hypotheses will enable the researcher in the investigation.
H0: Motivation has no significant impact on workers performance in MTN.
H1: Motivation has significant impact on workers performance in MTN.
H0: Motivation techniques applied by the MTN management do not enhance productivity and service of the employee.
H2: Motivation techniques applied by the MTN management enhance productivity and service of the employee.
H0: Motivation techniques applied by the MTN management are not effective.
H3: Motivation techniques applied by the MTN management are effective.
H0: The incentives offered by the MTN management do not reflect the needs and aspiration of the employee.
H4: The incentives offered by the MTN management reflect the needs and aspiration of the employee.
- Significance Of The Study
The study is more important to the following sectors:
- Management of firms in the communication industry: To help them to be consistent in their service delivery.
- Government will be benefited in the sense that, they realized the need of motivating workers in communication industry.
- The future researchers: To help future researchers to know about those motivational strategies in the MTN and changes that could be made for better service and competitors also to enable the researcher have thorough idea of how motivation can improve their service in MTN, Enugu.
- Additional literature on Motivation: To ensure cumulative volume of reading and research work on related area of the topic.
1.7 Scope of the Study
The scope of the study is on “The Effect of motivation on the Employee’s performance in the communication industry. The study was carried out in the years 2013, at MTN Ziks Avenue, Enugu.
1.8 Limitation of the Study
Some limitation that were identified and encountered in the process of the study includes:
- Financial Constraints: It is one of the limitations the
researcher encountered in carrying out the researcher work. The amount of money she spent in transportation and in sourcing material for the study was a serious in constraints to the researcher.
- Attitudes of Respondent: In responding to questions in
the questionnaire administration to them are another constrain, some of the respondents did not even respondent to the questions while some exhibit negative attitude in answering the question.
- Time Constraint: The researcher was equally constraints by time.
1.9 Operational Definition of Terms
– Motivation: Ezigbo (2007:339), defined motivation as the force within a person that affects his or her direction, intensity and persistence of voluntary behaviour.
– MTN: It is one of the telecommunication in industrial that its main function is to connect people every where they go.
– Management: Akpala (1996:10) defined management as a process of procuring combining, allowing and utilizing organization input for person (man, machinery, money, material), by action of function such as planning, organizing, directing and controlling in order to produce desired output that will help to achieve organization objective.
– Organization: Hicks and Gullet (1987:209) defined organization as a structured process in which individual interact for objectives.
– Job Enrichment: Ezigbo (2007:46) defined it as charging jobs specification to broaden and add challenge to the task that each worker performs.
– Service: According to Oxford Advanced in Learners Dictionary 7th Edition (1335r) a system that private company.
– Employees: Those who work for somebody or an organization in return for wages or salary.
– Performance: According to Oxford Advanced Learners Dictionary 7th edition (1080) defines it as how well or badly and individual perform something.
REFERENCE
Afam, E.F (2011) Nigeria workers: a Sacrified lamb business
times
Berhan, R. and Stanier, G. A (1964), “Human Behavior”: New
York Harcourt Brace Publisher
Burnett J.J. (1984) promotion management: a strategic
approach, new York west publishing company
Filippo. E.B (2000) personal management, NEW York McGraw
Hill French W.L (1988), “Management and Organization”
:Theory and Practice, Enugu, J Vougasen LTD
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