Business & Economic Review: Vol. 7, Issue 2: 2015 pp.

71-84 71

Factors Affecting Employees’ Performance: A Case

of Kabul-Based Telecom Firms
Syed Umar Farooq1, Muhammad Shahid Shams2, Murtaza M. Niazi3
Abstract
This study synthesizes the body of literature on employees’ performance and develops
a conceptual framework that depicts plausible impacts of employees’ participation, job
involvement, and employees’ relations on employees’ performance. Herzberg two-factor
theory is considered for this study as a theoretical anchor. To test the model, the study
uses a sample of 200 employees working in Kabul-based telecom firms. The study finds
a positive and significant impact of employees’ participation, job involvement, and em-
ployer-employees relations on employees’ performance. This research will help managers
in the telecom sector to understand ways to enhance employees’ performance by having
an insight of the factors affecting it.

Keywords: Employee performance, job involvement, employees’ relations, employees’

participation

1. Introduction
Managing employees’ performance has always been a challenging task for man-
agers in organizations; especially in developing countries like Afghanistan. Employee
performance is considered as the product of ability and motivation and managers
have always tried to motivate employees to bring the best out of them (Moorhead &
Griffin, 1998). To improve employees’ performance, managers use both financial and
non-financial rewards as means to motivate employees in the organization. Panagiota-
kopoulos (2013), and Lavelle, Gunnigle, and McDonnell (2010) argued that financial
rewards and equality in the level of motivation are the key factors to improve employees
performance in organizations. Many studies confirm a strong correlation between
employee satisfaction and performance. With the monetary awards, the non-monetary
rewards are also used as effective tools for achieving employee satisfaction. Extensive
literature is available on the non-financial rewards and employee satisfaction (Praga,
2008). Another study by Dambisya (2007) investigated the use of non-monetary re-
wards for achieving employees’ satisfaction in the health sector. The study confirmed
the effect of non-monetary rewards and employee satisfaction. Similarly, the study by
John (2009) established the relationship between non-financial rewards and work-

1 Abasyn University Peshawar, email: [email protected]

2 Kardan University, Kabul
3 Kardan University, Kabul
72 Syed Umar Farooq, Muhammad Shahid Shams, Murtaza M. Niazi

ers’ satisfaction. Hence, an effective reward package (nonfinancial) is requisite for

motivating employees which results in their job performance. In short, non-financial
rewards motivate employees; motivation results in satisfaction, and satisfaction leads to
better employee performance. This study focuses on the use of incentives other than
monetary in nature, like employer-employees’ relations, employees’ participation and
job involvement to enhance employees’ performance in the Telecom sector.

Based on the long-term personal working experience with some of the organizations
in Afghanistan, the author has observed that majority of the managers use centralization
in their management practices. Perhaps the culture of respect for seniors and obedience
has affected the decision making style in organizations. This assumption can be sup-
ported by Mujtaba and Kaifi (2008). They categorically mentioned in their study the
difference of leadership orientation towards tasks and relationship between Afghan and
American professionals’ that the culture of Afghanistan has traditionally emphasized
hierarchy, paternalism, and mastery in contrast to egalitarianism, autonomy and har-
mony. Consequently, this provides rationale to conduct the current study. This study
shall help managers employed in the Telecommunication as well as other sectors of the
economy to understand the importance of non-monetary rewards such as participation,
job involvement and employee relations, as sources of motivation for employees, which
would result in higher employee performance.

2. Literature Review

2.1 Employee Performance

Hellriegel and Slocum (1999) define performance as a consequence of the efforts
employed by people in the organization at different levels. These efforts resultantly
lead to achieving goals and improved organizational performance (Armstrong &
Baron, 1998).

Organizational performance is entirely based on employees’ performance, i.e.

better the employees’ performance, higher the organizational performance and vice
versa. A strong correlation is reported between employees’ performance and perfor-
mance of the organization (see Collis & Montgomery, 1995; Mwita, 2000; Abbas &
Yaqoob, 2009). Armstrong and Baron (1998) also reported a strong positive correla-
tion between employees’ performance and organization’s productivity and growth.

Although performance is an individual manifestation, it ties up with variables like

ability and motivation affecting it the most (Cummings & Schwab, 1973; Whetten &
Cameron 1998). To undertake this research, a well-known two-factor theory developed
by Herzberg in 1959 is taken as a theoretical base. This theory describes two factors;
 Factors Affecting Employees’ Performance: A Case of Kabul-Based Telecom Firms 73

one of them is a motivator and the other one is hygiene factor. ‘Motivators’ are intrin-
sic motivational factors such as challenging work, recognition for one’s achievement,
responsibility, opportunity to do something significant (job involvement), contribution
in decision-making, sense of importance to an organization etc. On the other hand
hygiene factors are extrinsic motivational factors such as company policy, superviso-
ry relationship with boss (employee relations), work conditions, salary, relationship
with peers, security etc. The presence of motivators can lead to satisfaction and the
absence of hygiene factors can lead to dissatisfaction. However, an important point
is that these two factors cannot be considered as opposite to each another.

In the present study, job involvement and participation in decision making are
considered as motivators, and employee relations as a hygiene factor to see their effect
on employee performance in the Telecom sector.

2.2 Employee Participation

Locke and Schweiger (1979) define employee participation as an influence shar-
ing process among employees who are not at the same hierarchical level. Managers
and subordinates are equally involved in organization’s affairs like problem solving,
information sharing and decision making by undertaking the participative manage-
ment practices (Wagner, 1994). Another broader definition given by Beardwell and
Claydon (2007) is that employee participation exhibits the division and use of power
not only between the owners and managers but by the people employed by them
in the organization. This definition covers all the direct and indirect involvement
of employees associated with the socio-technological and political structures of the
organization in the decision making process. Here, the indirect involvement is deci-
sion-making which refers to involving representative working in broader organizational
structure. In addition to this, Luthans (2005) describes the involvement of employees
intellectually, emotionally and physically in all the formal and informal decisions of
the firm which, according to Graham and Bennet (1998), means that employees will
be provided with all sufficient information for consultation and negotiation for any
decision made and executed.

The concept of employee participation, nowadays, is a matter of grave interest for

majority of the employers as it possibly results in enhancing employee performance,
improving their morality, and eventually leading to higher job satisfaction (Likert,
1961;Wilpert, 1998; Markey, 2001). Based on the literature, a positive result is ex-
pected between employee participation and employee performance. Hence our first
proposed hypothesis for this study is:

H1: There is a significant positive relationship between employee participation

74 Syed Umar Farooq, Muhammad Shahid Shams, Murtaza M. Niazi

and employee performance in the Telecom sector of Afghanistan.

2.3 Employer-Employees’ Relations

Employee relations means the way managers interact with their employees. For
higher performance and lower absenteeism, socialization and interaction can be of
great help (Padilla-Velez, 1993). Thus, the relationship between employers and em-
ployees needs to be cordial for an effective communication and efficient performance.
Employee relations have a great influence on the success of the entire company.
Therefore, the creation and reconciliation of internal relations among employees of
different departments are very important for the successful operations in a company
and for the improved performance of employees (Ahmed & Rafiq, 2003). Moreover,
Ahmed and Rafiq (2003) argue that in an organization, through understanding and
confidentiality, trust and loyalty help in achieving good relations.

ALDamoe (2015) posits that a well maintained employee relations serves three
purposes to the organization. First, it helps in tackling and administering the conflict at
the work place, hence minimizing the disruptive behavior. Second, it assists employers
to be able to identify and avoid conflicts ahead of time which helps employees focus
on their professional development, and also support organizational goals. Third, and
above all, it creates a culture that considers the interest and wellbeing of employees.

In the light of said literature, a positive relationship between employee relations

and employee performance is expected; therefore, we propose our second hypothesis as:

H2: There is a significant positive relationship between employee relations and

employee performance in the Telecom sector of Afghanistan.

2.4 Job Involvement

Job involvement signifies the amount of an employee’s psychological connection
with his/her job (Kanungo, 1982). It indicates a cognitive attachment and his/her
concerns about the job (Paullay, Alliger, Stome, & Eugene, 1994).

Job involvement encompasses the sense of controlling one’s work, getting per-
formance feedback, and being compensated for the overall good performance of the
organization (Lawler, Mohrman, & Ledford, 1992). Their study concluded on revealing
the advantages of designing job involvement programs. Therefore, managers have
to initiate job involvement activities in the organization and these activities should
further be linked up with the performance evaluations and compensation systems.
Employees upon receiving benefits from the organization try to reciprocate it through
their on-job performance.
 Factors Affecting Employees’ Performance: A Case of Kabul-Based Telecom Firms 75

Employee involvement results in low absenteeism, low turnover, good performance

and job satisfaction (Brown, 1996). Soong (2000) also testified a strong relationship
between job involvement and job satisfaction. In the broad spectrum, employee
involvement is considered to be a key determinant of organizational productivity
(Pfeffer, 1994).

On the basis of above literature, a positive relationship is expected between job

involvement and employee performance, leading to propose our third hypothesis of
the study as:

H3: There is a significant positive relationship between Job involvement and

employee performance in the Telecom sector of Afghanistan.

Employee performance is taken as dependent or input variable while employee

participation, employee relations, and job involvement are presented as independent
variables.

3. Methodology

3.1 Research Design

A questionnaire comprising of questions on a 5-point Likert scale (attached at the
appendix) was used as a descriptive survey design to collect information for this study.
Descriptive surveys are intended to gather comprehensive and factual information to
outline an on-hand phenomenon (Ezeani, 1998).

Scale points were labeled as: 5 = Strong Agree (SA), 4 = Agree (A), 3 = Neutral (N),
2 = Disagree (DA), 1 = Strongly Disagree (SDA).

3.2 Research Participants

Research participants were selected from the Telecom companies operating in Afghan-
istan. According to Afghanistan Telecom Regularity Authority (ATRA), currently there
are six mobile telephone operators namely AWCC (Afghan Wireless Communication
company), Roshan, AFTEL (Afghan Telecom), Wesal Telecom, Etisalat, and MTN. Conve-
nience sampling method, which is one of the types of non-probability sampling technique
(Marshal & Ward, 1996), was employed for the sample selection. The reasons behind
using convenience sampling technique were accessibility to the selected organizations and
employees working in those organizations, employees’ availability in working hours, their
willingness to provide information, and above all, the prevailing security situation in the
overall region. These were some of the limitations of the present study also.
76 Syed Umar Farooq, Muhammad Shahid Shams, Murtaza M. Niazi

As a whole, data were collected from 200 participants working in the Kabul based
branches of the above-mentioned organizations. Tabular information about the number
of participants selected from each organization is provided in the appendix. Keeping in
view the nature of the study, employees working in human resource department and other
officer level staff involved in planning and development issues were selected for the data
collection. This is because human resource department deals with the issues related to
employees like performance appraisal, training and development, employee relation and
grievances etc. Officer level staff involved in planning and development activities were
identified by the human resource department in above mentioned organizations.

3.3 Procedure
To comprehend views of the employees working in all six different Telecom sector or-
ganizations, two assistants from the local community were engaged for the questionnaire
distribution and collection. The purpose of engaging two locals for such proceedings
was to make the whole process smooth as they could easily communicate with the
employees and facilitate them with the questionnaire filling. Desired respondents
were approached by the permission of management of the concerned organizations.
While distributing the questionnaires, assistants were asked to explain participants
the purpose of the research and they were also assured about the confidentiality of
the information provided by them.

Respondents were given a week’s time to respond. Initially, the purpose was to
deliver survey questionnaire to as many employees as possible but due to certain lim-
itations, assistants could only contact 200 respondents in all the six organizations. Out
of 200 filled questionnaires, only 162 questionnaires were used for the analysis purpose
as the rest were not properly filled. This made the total response rate as 81%.

3.4 Research Instrument

The items for research instrument were taken from various sources. The variable
“Employee participation” is measured on the scale developed by Holter (1965) mentioned
in Marchington (1992), but with some amendments. The second independent variable,
“Employee relations”, is measured on the scale designed by Shockely-Zalabak, Ellis, and
Cesaria (2000). This scale was mainly developed to measure the organization trust with
some key dimensions in which, ‘concern for the employee’ was one of the dimensions.
To measure the stated employee relations variable, items were taken from that specific
“concern for employee” dimension. The same dimension also was used by Odhong (2014)
to measure employee relations. To measure “Job involvement”, statements were taken from
the scale developed by Lodahl and Kejner (1965). For measuring the dependent variable,
“Employee performance”, items were taken from the scale developed by Schneider and Barlett
 Factors Affecting Employees’ Performance: A Case of Kabul-Based Telecom Firms 77

(1968, 1970). This scale was essentially developed to examine the effect of organizational
climate on employee performance.

3.5 Model of the Study

The following regression model is estimated for this study.

PM= β0+β1 (EP)+β2 (ER)+β3(JI)+ei (1)

Where,

PM = Employee performance, EP = Employee participation, ER= Employee

relation and JI= Job involvement.

3.6 Reliability Test

Cronbach’s alpha was used to check the inter-item consistency for each of the key
study variables. Table 1 presents the reliability test results.
Table 1: Cronbach’s alpha

Reliability analysis
Variables No. of items Cronbach’s alpha
Employees’ Performance 6 0.75
Employees’ Participation 6 0.77
Employees’ Relations 6 0.80
Job Involvement 7 0.81
Note : Total number of items =25

If Cronbach’s Alpha exceeds the value .70, then the constructed instrument is
highly reliable. Thus it can be seen that the reliability of the survey instrument is highly
significant that crosses the aforesaid threshold limit.

4. Analysis of Results
Table 2 presents the descriptive statistics as well as correlations among depen-
dent and independent variables. The table shows a mean value of employee par-
ticipation as 3.42, which is moderate, implying that majority of the respondents’
responses were in support of employee participation at 5-point Likert scale and
these responses deviate .71 from the average responses of the respondents. In ad-
dition, employee participation is positively related to employee performance with
a correlation value of .547, which is significant at 1%. Employee relations is also
positively related to employee performance with a value of .521, which is signifi-
78 Syed Umar Farooq, Muhammad Shahid Shams, Murtaza M. Niazi

cant at 1%. Moreover, mean value and standard deviation of employee relation
are 3.08 and 0.60 respectively. The mean value is near 3, indicating the above
average responses of the respondents in support of employee relations. However,
the mean response on the job involvement is 4.15, which is higher in comparison
to the first two variables. For job involvement, the deviation from the mean is .52,
which is also less in comparison to the first two variables. The correlation value
of job involvement is .576, which is strongly related to employee performance in
comparison to employee relations and employee participation. The correlation
value of job involvement is also significant at 1%.
Table 2: Descriptive statistics & Pearson’s correlations N= 162

Variables Mean SD EP ER JI PM
EP 3.42 0.71 1
ER 3.08 0.60 487** 1
JI 4.15 0.52 .480** .550** 1
PM 3.58 0.80 .547** .521** .576** 1
**. Correlation is significant at the 0.01 level (2-tailed)

Table 3 depicts the model summary results. It is evident from the results that all
independent variables have 45.2% (combined) impact on employee performance. The
value of R square (.452) is high enough to bring changes in the dependent variable.

Table 3: Model Summaryb

Model R R-Square Adjusted Standard Error

R-Square of the estimate
1 .672a .452 .441 3.0018
a. Predictors: (Constant), Job inv., Emp. Part., Emp. Rel.
b. Dependent Variable: Employees’ Performance

Table 4 shows the results of model fit, measured by ANOVA (F-test). Since the
p-value is less than the level of significance, it is concluded that the fit between depen-
dent and independent variables is significant, implying a good model.

Table 4: Model fit (ANOVA) results

ANOVAa
Model Sum of Squares Df Mean Square F Sig.
Regression 1173.132 3 391.044 43.415 .000b
Residual 1423.121 158 9.007
Total 2596.253 161
a. Dependent Variable: Employees Performance
b. Predictors: (Constant), Job involvement ., Employees Participation., Employees Relations
 Factors Affecting Employees’ Performance: A Case of Kabul-Based Telecom Firms 79

Table 5 shows the regression results of the study, subject to equation (1). Results
indicate a positive and significant impact of employee participation on employee
performance. Similarly, employee relations and job involvement are also found to
maintain a significant positive relationship with employee performance. All these
results are consistent with the hypotheses generated through the literature.

Table 5: Regression results

Coefficientsa
Unstandardized Coefficients Standardized Coefficients Collinearity
Statistics
B Std. Error Beta T Sig. Tolerance VIF
(Constant) 1.237 1.486 .832 .406
EP .275 .066 .293 4.161 .000 .698 1.432
ER .206 .077 .199 2.688 .008 .633 1.579
JI .291 .066 .326 4.423 .000 .639 1.566
a. Dependent Variable: Employees’ Performance
The above table reports the values for the regression model as
PM = 1.237 + 0.275 (EP) + 0.206(ER) + 0.291(JI) +error

Multi-collinearity was also checked between independent variables. The variance

inflation factor (VIF) for all the independent variables, i.e. employee participation,
employee relations, and job involvement are 1.432, 1.579, and 1.566, respectively.
Since these values are less than 5, this shows that there exists no multi-collinearity
among independent variables.

5. Conclusion
This study attempted to empirically test the relationship between employees’ per-
formance and job involvement, employee participation, and employee participation.
The data used in this study is perception based, collected from the employees working
in the Telecom sector of Kabul. The results confirmed the effect of job involvement
on employee performance. Moreover, employee relations and employee participation
were found to have significant relationship with employee performance. Results
of this study are important for managers in the Telecom sector that non-monetary
rewards and the change in their managerial styles from being autocratic to democratic
improve employees’ performance.

Employee performance is one of the key variables to be considered by any organiza-

tion to perform effectively. Higher the employee performance, higher the productivity
level in the organization, which eventually leads to higher profitability. Managers
80 Syed Umar Farooq, Muhammad Shahid Shams, Murtaza M. Niazi

should work on initiating programs and activities to enhance employees’ participation,

job involvement, and employee relations, which shall ultimately improve employees’
performance. Because of the traditional mindsets, Afghan managers do not consider
employees’ participation, involvement, and employee relations as important factors
to improve employee performance. This study may be a good step in this direction.

Following were some limitations faced while conducting the study. Some ques-
tionnaires were not properly filled which resulted in missing values. Few employees
had some language and literacy problems as they were not able to read and understand
English properly. Assistants from local community were hired to help employees with
English language, hence resulting in a time consuming procedure. Also, the sample size
used in this study is off course small as data were collected from the branches located
in Kabul city only. And finally, this research has considered only three variables from
the Herzberg two-factor theory model to see their impact on employee performance;
however, other variables can also be taken into consideration to see their impact on
employee performance for future researches.

This research does not differentiate between employees working in public and
private Telecom organizations in Afghanistan. Future researches can be conducted
on employees’ performance in public and private Telecom organizations separately.

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Appendix
List of Telecommunication companies and number of respondents from each
company

Table A1: List of companies and number of participant

Company name Survey questionnaires distributed (No. No. of survey Questionnaires
of participants in total) used for the analysis
AWCC 38 31
AFTEL 32 24
ROSHAN 34 25
MTN 29 26
Etisalat 36 32
Wasel Telecom 31 24
Total 200 162

Survey Instrument

Employee Participation
SA A N DA SDA
I am always asked to complete employee surveys 5 4 3 2 1
I participate in an employee suggestion programs and meetings for 5 4 3 2 1
giving suggestions and ideas for improvement
My organization gives me opportunity of job rotation 5 4 3 2 1
Organization provides me training programs for learning 5 4 3 2 1
I am always informed about overall workplace Performance or any 5 4 3 2 1
changes to workplace environment
I have the opportunity of independent thought and actions In my 5 4 3 2 1
job.
Employee Relations
1- At my company grievances are handled fairly 5 4 3 2 1
2- Recruitment is handled fairly 5 4 3 2 1
3- All employees have equal chance of promotion 5 4 3 2 1
4- Disciplinary processes & procedures are handled fairly. 5 4 3 2 1
5- Management has confidence on staff 5 4 3 2 1
6- There is high level of discrimination in my Organization (R) 5 4 3 2 1
Job Involvement
84 Syed Umar Farooq, Muhammad Shahid Shams, Murtaza M. Niazi

1- I have very strong ties with my present job this would be difficult 5 4 3 2 1
to break
2- I feel relaxed when it is time to go 5 4 3 2 1
3- Most of my personal goals are job oriented 5 4 3 2 1
4- I like everything about my job 5 4 3 2 1
5- I wait impatiently for holidays 5 4 3 2 1
6- For me the best form of relaxation is doing my job 5 4 3 2 1
7- I am not willingly devote my free time to job 5 4 3 2 1
Employee Performance
My present job gives me the opportunity to enhance my Perfor- 5 4 3 2 1
mance on job
My present job has a direct impact on achieving the Organizational 5 4 3 2 1
objectives
My job performance outcomes are consistent with the goals of the 5 4 3 2 1
organization
My good performance on job is rewarded financial terms 5 4 3 2 1
My good performance on job is given formal appreciation by the 5 4 3 2 1
higher ups
The job performance evaluation system is objective 5 4 3 2 1