The Experiences Of Employees In Managing Their Readiness Towards Changes In Banking Sector In Sarawak

• Main Author: Siti Salimah, Othman
• Format: Final Year Project Report
• Language: English
• Published: Universiti Malaysia Sarawak (UNIMAS) 2020
• Subjects: H Social Sciences (General)
• Online Access: http://ir.unimas.my/id/eprint/32304/1/Siti%20Salimah%20ft.pdf; http://ir.unimas.my/id/eprint/32304/
• Institution: Universiti Malaysia Sarawak

This study was conducted to examine the experiences of customer service employees in managing their readiness towards changes in banking sector in Sarawak. Qualitative research was used in this study in order to gain a better understanding of the experiences of employees. This study used a sampling method aimed at choosing only a total of 10 participants from customer service employees in banking sector. An in-depth qualitative phenomenological approach was used to explore employee perceptions. The data were collected and analysed using thematic analysis. The interview data shows the type of changes experienced by participants are operational change, structural change, policy change, and branch remodeling/transformation. The findings show that the role of employees, employer, and organisations is crucial in improving level of readiness for change. This is because employee acceptance of change is vital to successfully implement the changes. Employees’ commitment, training and cooperation are factors affecting employees’ readiness for change. Therefore, this study demonstrates some strategies in improving level of readiness for change. Employees should make efforts to engage in the change, prepare for change, and set personal goals. Besides, employer and organisations should pay close attention to motivate employees, apply effective leadership style, and provide training. Overall, this study provides ideas and illustrations to organisations, human resource practitioners, and future researchers about the importance of employees’ readiness in establishing successful organisational change.