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Employment status as a driver of absenteeism and customer satisfaction in a retail organisation
Author(s)
Singh, Randhir
Date Issued
2012
Type
Thesis
Publisher
Cape Peninsula University of Technology
Abstract
Secondary data sourced from the Kronos Time Keeping system and Human Resources department
indicate that absenteeism amongst Pick n Pay employees are constantly increasing and it seems
that management has adopted a laissez-faire attitude in response to rectifying absenteeism. This
study has endeavoured to establish if staff absenteeism is rife in supermarkets, which employment
status has higher absenteeism figures and does it affect customer services. The objectives of this
study were to answer and find solutions to the research question and the multiple questions arising
from the research problem: do the supermarket employees understand the impact of absenteeism to
the organisation? Is management aware of the causes of high employee absenteeism? Do
management have solutions to reduce the absenteeism rate? Do management know which
employee status has higher absenteeism figures? What procedures can be adopted to reduce
absenteeism? The overall effect of any solution should focus on creating a more absent free and
customer orientated organisation. The empirical investigation was carried out through quantitative as
well as qualitative research methodology. Absenteeism statistics were collected from the five
participating supermarkets in the Western Cape human resources departments and were made
available to the researcher as secondary data. Four different data collection methodology were used
to conduct the enquiries in the five participating supermarkets.
indicate that absenteeism amongst Pick n Pay employees are constantly increasing and it seems
that management has adopted a laissez-faire attitude in response to rectifying absenteeism. This
study has endeavoured to establish if staff absenteeism is rife in supermarkets, which employment
status has higher absenteeism figures and does it affect customer services. The objectives of this
study were to answer and find solutions to the research question and the multiple questions arising
from the research problem: do the supermarket employees understand the impact of absenteeism to
the organisation? Is management aware of the causes of high employee absenteeism? Do
management have solutions to reduce the absenteeism rate? Do management know which
employee status has higher absenteeism figures? What procedures can be adopted to reduce
absenteeism? The overall effect of any solution should focus on creating a more absent free and
customer orientated organisation. The empirical investigation was carried out through quantitative as
well as qualitative research methodology. Absenteeism statistics were collected from the five
participating supermarkets in the Western Cape human resources departments and were made
available to the researcher as secondary data. Four different data collection methodology were used
to conduct the enquiries in the five participating supermarkets.
Additional information
Thesis (DTech (Marketing))--Cape Peninsula University of Technology, 2012.
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