The Determinants of Employee Engagement in Maybank during COVID-19

Ong, Bee Chin (2022) The Determinants of Employee Engagement in Maybank during COVID-19. Masters thesis, Tunku Abdul Rahman University College.

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Abstract

Perceived organisational support, rewards, recognition, authentic leadership, career development and employee communication have been recognised by many authors as an important determinant of employee engagement. Employee engagement is important to an organisation as it will affect the success, productivity and performance of an organisation. By reviewing the existing research, there is a lack of research to examine frontline employee engagement in banking industries in the present context of Malaysia during the pandemic. Therefore, this research is aimed to address this gap by seeking to explore the key determinants that influence employee engagement in banking industries in Malaysia amid COVID-19 pandemic. For conceptual framework development, the Social Exchange Theory is employed as theoretical support of the framework development. This research investigates the direct relationship between perceived organisational support, rewards, recognition, authentic leadership, career development, employee communication and employee engagement. To implement the research objectives, a total of 376 samples were collected through online self-administered questionnaire surveys and the data is analysed by using Statistical Package for Social Sciences (SPSS). Based on the statistical outcomes generated, only four of the direct relationships between perceived organisational support, recognition, career development, employee communication and employee engagement. are supported.With the results generated in this research, this research contributes theoretical implications and managerial implications by contributing to the financial institutions in Malaysia to understand the factors that affect employee engagement during the pandemic. The result will be able to provide an overview of the areas that the banks can pay more attention to in order to improve the bank's employee engagement level, this is to create a better environment for employees to work, especially during the pandemic of COVID 19. At the end of the research, some limitations of this research and recommendation suggested are concluded for future studies to further explore the understanding of employee engagement research.