An assessment of burnout syndrome and work performance among retail staff of Safaricom limited, Nairobi, Kenya

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dc.contributor.authorChege, Rahab N.
dc.date.accessioned2024-04-30T09:14:25Z
dc.date.available2024-04-30T09:14:25Z
dc.date.issued2023-10
dc.descriptionMasters Thesis
dc.description.abstractABSTRACT The main goal of this study was to evaluate burnout syndrome and work performance among retail staff at Safaricom Limited in Nairobi, Kenya. The objectives of this study were: To determine the prevalence of burnout among retail employees of Safaricom limited, Nairobi, Kenya; establish the relationship between the social demographic characteristics and burnout among retail staff of Safaricom limited, Nairobi, Kenya; assess the factors influencing burnout syndrome among employees of Safaricom limited, Nairobi, Kenya, and finally to investigate the relationship between burnout and work performance among Safaricom limited retail employees in Nairobi, Kenya. The study was guided by guided by two theories: Bakker and Demerouti's (2007) Job Demands-Resource (JD-R) theory and Maslach's Multi-Dimensional (MMD) theory (1993). Descriptive research design was used in this study incorporating a sample of 248 employees. Simple random sampling was used in choosing 248 participants from the 19 retail stores. Pretesting was done among retail employees working at the Airtel Limited Company. The findings of the study revealed that the total mean scores for burnout syndrome among employees working at the retail shops at Safaricom PLC was 55.03 ± 15.680 SD. The mean level of Emotional Exhaustion was 1.98 ± 0.931; Level of Depersonalization was 2.94 ± 0.339 while level of Personal Accomplishment was 2.52 ±0.791. Also 90(44.1%) of employees had low levels of EE (<17), 86(42.2%) of employees had high levels of EE (>30) while 28(13.7%) of employees had moderate levels of EE (18-29). 198(97.1%) of the employees had high levels of Depersonalization while only 6(2.9%) had low levels. 144(70.6%) of the employees reported high levels of PA. 38(18.6%) reported low levels (>40) while 22(10.8%) reported moderate levels. This study revealed that there was a negative statistically significant correlation between burnout and work performance (r=-.373**, p=0.000). The study recommended that Safaricom PLC need to have measures in place to ensure that employees are cushioned from high levels of burnout; needed awellness program; and teamwork was to be be encouraged to improve work relationships and achieve more in terms of personal accomplishment.
dc.description.sponsorshipDaystar University
dc.identifier.citationChege, N., (2023, Thesis). An assessment of burnout syndrome and work performance among retail staff of Safaricom limited, Nairobi, Kenya.School of Applied Human Sciences Daystar University
dc.identifier.urihttps://repository.daystar.ac.ke/handle/123456789/4297
dc.language.isoen
dc.publisherSchool of Applied Human Sciences Daystar University
dc.titleAn assessment of burnout syndrome and work performance among retail staff of Safaricom limited, Nairobi, Kenya
dc.typeThesis

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