Impact of Conflict Handling and Employee Competence on Organizational Performance
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Date
2024
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Publisher
Bayero Journal of Africa Entrepreneurship Studies
Abstract
This study aims to investigate the extent to which conflict handling techniques and employee competence in improving organization performance with interest in customer retention and quick service delivery. Utilizing a quantitative research methodology, data were collected through a field survey targeting 250 customers of Shoprite Store in Ilorin Kwara State. The data were analysed using the descriptive and inferential statistics with the aid of Statistical Package for Social Sciences (SPSS version 29). The findings reveal that conflict handling techniques significantly influence customer retention, explaining 77.5% of its variance, while employee competence accounts for 59.9% of the variance in service delivery speed. These results underscore the importance of both conflict resolution and employee competence in enhancing organizational performance. The study concludes that to boost customer loyalty and service efficiency, organizations must refine their conflict management strategies and invest in the continuous development of employee skills. It is also recommended that organizations integrate supportive technology and cultivate a culture that encourages ongoing improvement and effective conflict resolution. Such a holistic approach will enable organizations to leverage these factors for better overall performance.
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Keywords
Competence, Conflict Handling, Customer Retention, Employee Development, Quick Service Delivery, Organizational Performance
Citation
Jatto, A.A, & Amina, O.E. (2024). Impact of Conflict Handling and Employee Competence on Organizational Performance. Bayero Journal of Africa Entrepreneurship Studies. 6(2) 19-33.