The Impact of Motivation and Job Satisfaction on Performance and Turnover Intention: The Mediating Role of Organizational Citizenship Behaviour in the Telecom Sector

Ayesha Munir; Saad Hameed

doi:10.62270/jirms.v5i2.77

Authors

Ayesha Munir PhD Scholar, Air University School of Management (AUSOM), Air University, Islamabad https://orcid.org/0009-0005-0801-4380
Saad Hameed Customer Service Manager, Vorson MarCom, Pakistan https://orcid.org/0009-0008-6913-9349

DOI:

https://doi.org/10.62270/jirms.v5i2.77

Abstract

Purpose - The present research aims to investigate the relationship between Employee motivation and Job satisfaction related to their performance and Turnover Intention using Organizational citizenship behavior (OCB) in the Telecom sector.

Study Design/methodology/approach – To measure cross-correlation among the identified variables, a quantitative research method using structured questionnaires and statistical measures was applied. A convenient method of structured questionnaires was employed to distribute questionnaires to 240 participants across top telecom companies in Islamabad through a stratified random technique. SEM together with bootstrapping methods analyzed direct and indirect relations between study variables. Confirmatory Factor Analysis (CFA) verified both the reliability &validity of the constructs. The study obtained balanced participant data throughout different departments to improve result applicability.

Findings – The study confirmed that OCB is a strong mediator to enhance the relationship between motivation and performance outcomes. Job satisfaction stands as a statistically important predictor of turnover intention because satisfied workers demonstrate a reduced willingness to exit their positions. Findings from structural equation modeling (SEM) indicate that employee motivation positively influences job satisfaction (β = 0.78, p < 0.001), which in turn strengthens OCB (β = 0.64, p < 0.01). OCB significantly mediates the relationship between motivation and performance (β = 0.23, p < 0.05), while the turnover intention is negatively associated with OCB (β = -0.17, p < 0.05).

Research Practical Implications- The findings indicate that telecom organizations should dedicate their human resources funds to implementing performance-based recognition systems together with structured career advancement paths and work-life balance measures to boost job satisfaction levels and minimize turnover susceptibility.

Originality/value- Unlike prior research, this study exclusively emphasizes the mediating role of OCB in Pakistan’s telecom sector, providing intuitions applicable to emerging markets.

Author Biography

Ayesha Munir, PhD Scholar, Air University School of Management (AUSOM), Air University, Islamabad

I am a PhD student in Management Sciences from Air University, focusing my research on Human Resource Management. My area of research deals with ''the Role of Employee Motivation and Job Satisfaction on Employee Performance and Turnover Intention with the Mediating Effect of Organizational Citizenship Behavior: A Study of the Telecom Sector.''My area of research is 'The Role of Employee Motivation and Job Satisfaction on Employee Performance and Turnover Intention with the Mediating Effect of Organizational Citizenship Behavior: A Study of the Telecom Sector.' This study aims to analyze the interplay of major HR factors to boost performance and minimize turnover within the telecom industry.