E-RECORDS MANAGEMENT CAPACITY AND JOB PERFORMANCE OF CUSTOMER SERVICE AGENTS IN AIRLINES IN PORT HARCOURT

Abstract

The study examined the relationship between e- record management capability and Customer Service Agents job performance of Airlines in Port Harcourt. The explanatory cross-sectional survey research design was adopted for the study. The population of the study consisted of ninety-five (95) full-time Customer Service Agents of 8 Airline Operators in Port Harcourt, Rivers State. Using census method, the entire population of 95 Customer Service Agents was used without sampling. Structured questionnaire was used as instrument for data collection. After validation by the supervisors and two other experts in Management, Cronbach Alpha was used to test the reliability of the instrument. Out of 95 copies of the questionnaire administered, a total of 90 copies were retrieved. Mean and standard deviation were used for the univariate analysis; Pearson Product Moment Correlation Coefficient was used for the bivariate analysis, while the multivariate analysis was done using Partial Correlation. The findings revealed that a significant positive relationship exists between e-records management capability and Customer Service Agents’ job performance such as information tracking, good office relations, and effective information dissemination in Airlines in Port Harcourt. The study concluded that e-information management capability optimizes Customer Service Agents’ job performance in Airlines in Port Harcourt. Amongst others, it was recommended that management of Airlines should provide regular hands-on digital upskilling opportunities for Customer Service Agents.