The Effect of Recruitment and Selection Process on Job Performance in Telecommunication Industry in Nigeria: An Assessment of MTN Customer Service Centre Abeokuta

Jolaosho S.O1, Shodiya Olayink A2, Olajide Alade Raji3, Akintan I.O4

 DOI :



This study examines how the recruitment and selection process of people impinge on job performance in the Nigeria telecommunication industry. People are vital to organizations as they offer perspectives, values and attributes to organizational life; and when managed effectively, these human traits can be of considerable benefits to the organizations. A survey research was used in the study. The target population comprised all the members of staff of MTN telecom service Centre in Abeokuta. Simple random sampling technique was adopted to select 50 members of staff of the customer service centre.  The analysis was conducted using SPSS AMOS (maximum likelihood method of parameter estimation) based on the information collected from the field. The chi-square statistic was reported to test the goodness of fit of the model where p-value indicates that the data fit the model. Also, the Root Mean Square Error of Approximation (RMSEA), the Comparative Fit Index (CFI) Values for the CFI greater than 0.94 suggesting good fit between data sets and path model. Estimated path coefficients for the hypothesized model differed significantly from zero, X2 (9, N=45) = 10.923, p < .01 which indicated that the data fit the model. Squared multiple correlation values for overall performance (R2 = .56) and key performance indicators (KPIs) (R2 = .58) indicated that the predictor variables capture large percentages of the observed variance in the dependent variables. It is hereby recommended that the centre should continue with the key performance indicators tools used in evaluating the performances of its staff because the staffs are satisfied with the tools and that the recruitment process (approach) should be sustained as it confronted empirically to support greater performance of the employees.