Abstract
Support employees, historically overlooked, have emerged in this research study as critical role players in the success and overall well-being of the HEI sector. There is a gap in the literature that addresses support employees and their importance. Based on the outcome of the research study, the importance of support employees and the value that they bring to the HEI have been highlighted.
This research study examined the critical role of support employees as key stakeholders in the performance of Higher Education Institutions (HEIs). Their insights provide valuable perspectives that management can leverage to improve institutional performance and foster job satisfaction. The main objective of this study was to determine the intrinsic and extrinsic job satisfaction factors that lead to job satisfaction for employees within an HEI. The secondary objectives of the study aimed to identify and analyse both the external and internal factors that contribute to the job satisfaction of support employees within HEIs, to determine how the job satisfaction level of support employees benefits the HEI and to determine the antecedents that create an environment for job satisfaction at an HEI.
The study found that job satisfaction is a fundamental determinant of employee productivity, commitment to the HEI, and efficiency, which all directly affect the HEI’s ability to function effectively. The compensation package offered by the HEI, the number of leave days allocated to a permanent staff member annually, the general working conditions and work environment, good working relationships with colleagues, customer satisfaction, a good work-life balance, flexible working arrangements, a good leadership structure and job security were extrinsic factors that emerged that affect support employees’ job satisfaction. Autonomy, recognition and appreciation, meaningful work, opportunities for personal growth and the actual nature of the job itself were intrinsic factors that emerged that directly affect support employees’ job satisfaction.
A widely acknowledged factor stated by the participants was that the HEI has taken great lengths to provide employees with various skills training sessions and a robust Employee
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Wellness Programme (EWP). Good working relationships with colleagues and work teams within the HEI also contribute to the support employees’ levels of job satisfaction.
It emerged that a motivated and satisfied support employee workforce contributes to improved student service delivery, further enhancing the student experience and reinforcing the HEI’s ability to achieve its strategic goals. An effective leadership structure, career development opportunities, and a conducive work environment contribute to job satisfaction, which ultimately leads to increased staff retention rates and reduced staff turnover, thus leading to long-term institutional stability.
Through these research findings, actionable recommendations for HEIs to address varying levels of job satisfaction among support employees were identified. These recommendations provide practical guidance for HEIs in South Africa to enhance or sustain support employees’ job satisfaction levels, thereby promoting improved institutional outcomes.