CHANGE MANAGEMENT PRACTISES AND PERFORMANCE OF TELECOMMUNICATION COMPANIES IN KENYA.

Abstract

In the current modern world, external business environment changes every day and as such business practices need to be modified accordingly in order to remain competitive. The dynamic nature of the business environment necessitates the implementation of change management practices across various industries. This study sought to evaluate the impact of these change management practices on the performance of the telecommunications industry in Kenya. To achieve this, the study specifically sought to determine the influence of; communication and employee involvement on performance of telecommunication industry in Kenya. The study reviewed previous studies done to support the research objectives from which the research gaps were extracted. Several theories were used to lay more weight on the study variables. The study employed a descriptive survey research design. The target population included the five telecommunications companies headquartered in Nairobi, Kenya: Safaricom PLC, Airtel, Telkom Kenya, Finserve, and Jamii (JTL). Primary data collection was done using structured questionnaires from the selected sample size of 370 respondents. The researcher obtained a research letter from NACOSTI showing approval to conduct research. The study used descriptive and inferential statistics to analyze the collected data with the aid of SPSS software. Regression analysis was conducted as part of the inferential statistics to evaluate the relationship between change management aspects and the performance of telecommunication companies in Kenya. The overall model summary indicated a great degree of variation implying that the study variables; communication and employee involvement accounted for a great influence on performance. The study found out that communication and employee involvement have significant influence on the performance of telecom companies in Kenya. The study recommends the need to improve change management practices through employee involvement and participation to minimize resistance, provide clear guidelines on resource management (financial, technological, and human resources) to ensure equitable distribution and alignment with strategic priorities and also prioritize upgrading and expanding their digital infrastructure, including fibre optic networks, 5G connectivity, and cloud-based systems. The study suggests that the future studies could explore how organizational culture moderates the relationship between change management practices and performance. The research findings offer actionable knowledge for managers and policymakers by identifying specific areas that enhance performance, such as leadership support in transparent communication, and fostering employee involvement.

Key Words: Change Management Practices, Performance, Communication, Employee Involvement, Telecommunications Industry in Kenya