An empirical investigation of the impact of social media tool usage on employees work performance among Ghana Commercial Bank Workers
the moderating role of social media usage experience
DOI:
https://doi.org/10.14488/BJOPM.1382.2023Keywords:
Social Media, Employee Work, Use Experience, Ghana Commercial BankAbstract
Goal: The motivation of this paper is to forge and foster an insightful and comprehensive understanding of social media potential and its possible impact on Ghana Commercial Bank employees’ performance.
Design / Methodology / Approach: Five cities were strategically sampled using convenient sampling technique to represent the various diversifications in corporate compositions. Data was collected from 249 workers of the Ghana Commercial Bank. The study utilized the structural equation modeling technique to construct and evaluate the proposed research model.
Results: Social media usage had a significant positive relationship with employee engagement and knowledge transfer. Knowledge transfer had no significant relationship with work performance and employee engagement had a significant positive relationship with work performance. Experience with social media had a significant moderating effect on relationship between knowledge transfer and work performance.
Research limitations/implications: The study covered employees from one bank and this has implications on generalization. The study used cross sectional data and employed quantitative analysis. Mixed methods would have added some insights and longitudinal data could further unravel causal relationships among overtime.
Practical implications: Social media platform managers and policy makers within the banking sector should proactively harness social media platform and utilize to benefit corporate bodies. Banking authorities and allied stakeholders should train workers to ensure positive inclination to social media usage.
Originality/Value: Contributes to theory by validating and establishing the theoretical model. The findings provide insights with respect to development and subsequent deployment of practical guidelines for successful integration of social media in enterprise activities.
Downloads
References
Adzharuddin, N. A., & Kander, S. K. (2018), “Social Networking Sites (SNS) and Its Influence on Job Performance at the Workplace: The Review of the Literature”, International Journal of Academic Research in Business and Social Sciences, Vol. 8, No. 6. DOI: https://doi.org/10.6007/ijarbss/v8i6/4263
Agarwal, S., & Mital, M. (2009), “Focus on business practices: an exploratory study of Indian University students use of social networking web sites: implications for the workplace”. Bus.Commun, vol. 72, No. 1, pp. 105–110. DOI: https://doi.org/10.1177/1080569908330379
Ahmad, S. Z., Bakar, A. R. A., & Ahmad, N. (2019). “Social media adoption and its impact on firm performance: the case of the UAE”, International Journal of Entrepreneurial Behavior & Research. DOI: https://doi.org/10.1108/ijebr-08-2017-0299.
Akar, E., & Topcu, B., (2011), “An examination of the factors influencing consumers’ attitudes toward social media marketing” J. Internet Commer., Vol. 10, no. 1, pp. 35–67. DOI: https://doi.org/10.1080/15332861.2011.558456
Ali-Hassan, H., Nevo, D., & Wade, M. (2015), “Linking dimensions of social media use to job performance: The role of social capital”, The Journal of Strategic Information Systems, vol. 24, no. 2, pp. 65-89. DOI: https://doi.org/10.1016/j.jsis.2015.03.001
Anderson, J. C., & Gerbing, D. W. (1988), “Structural equation modelling in practice: A review and recommended two-step approach”, Psychological bulletin, vol. 103 no. 3, pp. 4-11. DOI: https://doi.org/10.1037/0033-2909.103.3.411
Aral, S., Dellarocas, C., & Godes, D., (2013), “Introduction to the special issue—social media and business transformation: a framework for research”, Information Systems Research, vol. 24. DOI: https://doi.org/10.1287/isre.1120.0470
Alsharji, A., Jabeen, F., & Ahmad, S. Z. (2019), “Factors affecting social media adoption in small and medium enterprises: evidence from the UAE”, International Journal of Business Innovation and Research, 19(2), pp. 162-182. DOI: https://doi.org/10.1504/ijbir.2019.10021687
Berthon, P.R., Pitt, L.F., Plangger, K., and Shapiro, D., (2012), ”Marketing meets Web 2.0, social media, and creative consumers: implications for international marketing strategy”, Bus. Horiz, Vol. 55 no. 3, pp. 261–271. DOI: https://doi.org/10.1016/j.bushor.2012.01.007
Bodhi, R., Luqman, A., Hina, M., & Papa, A. (2022), “Work-related social media use and employee- related outcomes: a moderated mediation model”, International Journal of Emerging Markets. DOI: https://doi.org/10.1108/ijoem-09-2021-1359
Cao, X., Vogel, D.R., Guo, X., Liu, H., & Gu, J. (2012), ”Understanding the influence of social media in the workplace: An integration of media synchronicity and social capital theories”, Paper presented at the Hawaii International Conference on System Science, 4th –7th January 2012. DOI: https://doi.org/10.1109/hicss.2012.618
Carr, C.T., & Hayes, R.A. (2015), ”Social media: Defining, developing, and divining”, Atlantic journal of communication, 23(1), pp. 46-65. DOI: https://doi.org/10.1080/15456870.2015.972282
Chiu, C.M., Hsu, M.H. & Wang, E.T.G. (2006), “Understanding knowledge sharing in virtual communities: an integration of social capital and social cognitive theories”, Decision Support Systems, vol. 42, No. 3, pp.1872-1888. DOI: https://doi.org/10.1016/j.dss.2006.04.001
Cohen, J. (1988), “Statistical power analysis for the behavioral sciences”, Hillsdale, NJ: Lawrence Erlbaum Associates. DOI: https://doi.org/10.1002/bltj.20298
Coyle, C.L., & Vaughn, H. (2008), “Social networking: communication revolution or evolution”, Bell Labs Tech. J., vol. 13, No. 2, pp. 13–17.
Curtis, L., Edwards, C., Fraser, K.L., Gudelsky, S., Holmquist, J., Thornton, K.,and Sweetser, K.D., (2010), “Adoption of social media for public relations by nonprofit organizations”, Public Relat. Rev., vol. 36,0395079, No.1, pp.90–92. DOI: https://doi.org/10.1016/j.pubrev.2009.10.003
Dhanaraj, C., Lyles, M.A., Steensma, H.K. & Tihanyi, L. (2004), “Managing tacit and explicit knowledge transfer in IJVs: the role of relational embeddedness and the impact on performance”, Journal of International Business Studies, Vol. 35 No. 5, pp. 428-443. DOI: https://doi.org/10.1057/palgrave.jibs.8400098 Digital Report (2021), Digital in 2021, (accessed 17 December 2021).
DiMicco, J.M, Geyer, W., Millen, D.R, Dugan, C., and Brownholtz, B. (2009), “People sensemaking and relationship building on an enterprise social network site”, In 42nd Hawaii international conference on system sciences, pp. 1–10. IEEE. DOI: https://doi.org/10.1109/hicss.2009.343
Ebrahimi, P., Ahmadi, M., Gholampour, A. and Alipour, H. (2021), “CRM performance and development of media entrepreneurship in digital, social media and mobile commerce”, International Journal of Emerging Markets, Vol. 16 No. 1, pp. 25-50, doi: 10.1108/IJOEM-11-2018-0588. DOI: https://doi.org/10.1108/ijoem-11-2018-0588
Fister G.S. (2013), “Companies that don’t embrace social media might be treading water, experts say”.
Fornell, C., and Larcker, D.F. (1981), “Evaluating structural equation models with unobservable variables and measurement error”, Journal of Marketing Research, vol.18, No.1, pp.39–50. DOI: https://doi.org/10.1177/002224378101800104
Gangad, H., (2008), “Facebook me: collective self-esteem, need to belong and internet self-efficacy as predictors of the I-generations attitudes toward social networking sites”, J. Interact. Advert., vol. 8, No. 2, pp. 5–15.
Garson, G.D. (2016), “Partial least squares: Regression and structural equation models”, Asheboro, NC: Statistical Associates Publishers. DOI: https://doi.org/10.1080/15252019.2008.10722138
Green, S.C. (2016), “Risks associated with corporate social media communication-Time for internal auditing to step-up”, Southern African Journal of Accountability and Auditing Research, 18(1), pp. 73-91.
Hair, J., Anderson, R., Tatham, L. and Black, W. (1998), Multivariate data analysis. Upper Saddle River, NJ: Pearson Prentice Hall. DOI: https://doi.org/10.54055/ejtr.v6i2.134
Hair, J.F., Hult, G.T.M., Ringle, C.M. and Sarstedt, M. (2017), A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 2nd Ed., Sage: Thousand Oaks.
Harris, L. and Rae, A., (2009), “Social networks: the future of marketing for small business”, J. Bus. Strategy, Vol. 30, No. 5, pp. 24–31. DOI: https://doi.org/10.1108/02756660910987581
Henderson, A. and Bowley, T. (2010), “Authentic dialogue? The role of ‘‘friendship’’ in a social media recruitment campaign”, Journal of Communication Management, Vol. 14, No. 3, pp. 237–257. DOI: https://doi.org/10.1108/13632541011064517
Henseler, J., Ringle, C. M. and Sarstedt, M. (2015), “A new criterion for assessing discriminant validity in variance-based structural equation modelling”, Journal of the academy of marketing science, Vol. 43, No.1, pp. 115-135. DOI: https://doi.org/10.1007/s11747-014-0403-8
Kankanhalli, A., Tan, B. and Wei, K. (2005), “Contributing knowledge to electronic knowledge repositories: an empirical investigation”, MIS Quarterly, Vol. 29, No. 1, pp. 113-143. DOI: https://doi.org/10.2307/25148670
Kock, N. (2015), “Common Method Bias in PLS-SEM: A Full Collinearity Assessment Approach”, International Journal of e-Collaboratitaon (IJeC), Vol. 11, No. 4, pp. 1-10. DOI: http://doi.org/10.4018/ijec.2015100101
Koo, C., Wati, Y. and Jung, J.J. (2011), “Examination of how social aspects moderate the relationship between task characteristics and usage of social communication technologies (SCTs) in organizations”, Int. J. Inf. Manag., Vol. 31, No. 5, pp. 445–459. DOI: https://doi.org/10.1016/j.ijinfomgt.2011.01.003
Kuvaas, B. (2006), “Work performance, affective commitment, and work motivation: the roles of pay administration and pay level”, Journal of Organizational Behavior, Vol. 27, No. 3, pp. 365-385. DOI: https://doi.org/10.1002/job.377
LaPlaca, P.J. (2011), “Letter from the Editor”, Industrial Marketing Management, Vol. 40 No. 3, pp.331– 333.
Leftheriotis, I. and Giannakos, M. N. (2014), “Using social media for work: Losing your time or improving your work?”, Computers in Human Behavior., Vol. 31, pp. 134-142. DOI: https://doi.org/10.1016/j.chb.2013.10.016
Liao, Q., Pan, Y., Zhou, M. X. and Gan, T. (2012), “Your space or mine? Community management and user participation in a Chinese corporate blogging community”, In Proceedings of the ACM 2012 conference on computer supported cooperative work (pp. 315–324). ACM. 2012. DOI: https://doi.org/10.1145/2145204.2145255
Liu, Y. and Bakici, T. (2019), “Enterprise social media usage: The motives and the moderating role of public social media experience”, Computers in Human Behavior, 101, pp. 163-172. DOI: https://doi.org/10.1016/j.chb.2019.07.029
Ma, M. and Agarwal, R. (2007), “Through a glass darkly: information technology design, identity verification, and knowledge contribution in online communities”, Information Systems Research, Vol. 18, No. 1, pp. 42-67. DOI: https://doi.org/10.1287/isre.1070.0113
Michaelidou, N., Siamagka, N.T. and Christodoulides, G. (2011), “Usage, barriers and measurement of social media marketing: An exploratory investigation of small and medium B2B brands”, Industrial Marketing Management, Vol. 40, No. 7, pp.1153–1159. DOI: https://doi.org/10.1016/j.indmarman.2011.09.009
Nuhu, F.T. (2021), The Impact of Social Media on Employees Productivity; A Case Study of the Use of Facebook at Ghana Investment Fund for Electronic Communications (GIFEC), (Doctoral dissertation, Ghana Institute of Journalism).
Nunnaly, J. C. (1978), Psychometric theory. McGraw-Hill. Podsakoff, P.M., MacKenzie S.B., Lee, J.Y., and Podsakoff, N.P. (2003), “Common method biases in behavioral research: A critical review of the literature and recommended remedies”, The Journal of Applied Psychology, Vol. 88, No. 5, pp. 879–903. DOI: https://doi.org/10.1037/0021-9010.88.5.879
Rialp-Criado, A. and Rialp-Criado, J. (2018), “Examining the impact of managerial involvement with social media on exporting firm performance”, International Business Review, Vol. 27, No. 2, pp. 355-366. DOI: https://doi.org/10.1016/j.ibusrev.2017.09.003
Sarwar, B., Zulfiqar, S., Aziz, S. and Ejaz Chandia, K. (2019), “Usage of social media tools for collaborative learning: The effect on learning success with the moderating role of cyberbullying”, Journal of Educational Computing Research, Vol. 57, No.1, pp. 246-279. DOI: https://doi.org/10.1177/0735633117748415
Schultz, R.J., Schwepker Jr, C.H. and Good, D.J., (2012), “Social media usage: an investigation of B2B salespeople”, Am. J. Bus., Vol. 27, No. 2, pp. 174–194. DOI: https://doi.org/10.1108/19355181211274460
Seyyedamiri, N. and Tajrobehkar, L. (2021), “Social content marketing, social media and product development process effectiveness in high-tech companies”, International Journal of Emerging Markets, Vol. 16, No. 1, pp. 75-91, DOI: https://doi.org/10.1108/ijoem-06-2018-0323
Shi, S. (2013), “The use of Web 2.0 style technologies among Chinese civil society organizations”, Telematics Inform., Vol. 30, No. 4, pp. 346–358. DOI: https://doi.org/10.1016/j.tele.2012.04.003
SteenKamp, M. and Hyde-Clarke, N., (2014), “The use of Facebook for political commentary in South Africa”, Telematics Inform., Vol. 31, No. 1, pp.91–97. DOI: https://doi.org/10.1016/j.tele.2012.10.002
Tikkanen, H., Hietanen, J., Henttonen, T. and Rokka, J., (2009), “Exploring virtual worlds: success factors in virtual world marketing”, Manag. Decis., Vol. 47 No. 8, pp.1357–1381. DOI: https://doi.org/10.1108/00251740910984596
Tlapana, T. and Dike, A. (2020), “Social Media Usage Patterns amongst Small and Medium Enterprises (SMMEs) in East London, South Africa”, Global Media Journal, Vol. 18, No. 35, pp. 1-7.
Tsai, W. and Ghoshal, S. (1998), “Social capital and value creation: the role of intrafirm networks”, Academy of Management Journal, Vol. 41, No. 4, pp. 464-476. DOI: https://doi.org/10.5465/257085
Tsay, J. T, Dabbish, L. and Herbsleb, J. (2012), “Social media and success in open-source projects”, In Proceedings of the ACM 2012 conference on computer supported cooperative work companion (pp. 223–226). ACM. DOI: https://doi.org/10.1145/2141512.2141583
Turban, E., Bolloju, N. and Liang, T.P. (2011), “Enterprise social networking opportunities, adoption, and risk mitigation”, Journal of Organizational Computing and Electronic Commerce, Vol. 21, pp. 202– 220. DOI: https://doi.org/10.1080/10919392.2011.590109
Wamba, S.F. and Carter, L. (2014), “Social media tools adoption and use by SMEs: An empirical study”, Journal of Organizational and End User Computing (JOEUC), Vol. 26, No. 2, pp. 1–17. DOI: https://doi.org/10.4018/joeuc.2014040101
Wang, P., Chaudhry, S., Li, L., Cao, X., Guo, X., Vogel, D. and Zhang, X. (2016b), “Exploring the influence of social media on employee work performance”, Internet Research. DOI: https://doi.org/10.1108/intr-11-2014-0299
Wang, W. Y., Pauleen, D. J. & Zhang, T. (2016a), “How social media applications affect B2B communication and improve business performance in SMEs”, Industrial Marketing Management, Vol. 54, pp. 4-14. DOI: https://doi.org/10.1016/j.indmarman.2015.12.004
Waters, R.D., Burnett, E., Lamm, A. and Lucas, J. (2009), “Engaging stakeholders through social networking: How nonprofit organizations are using Facebook”, Public Relat. Rev., Vol. 35, No. 2, pp. 102–106. DOI: https://doi.org/10.1016/j.pubrev.2009.01.006
Yu, L., Cao, X., Liu, Z. and Wang, J. (2018), “Excessive social media use at work”, Information technology & people.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2022 Abubakari Sadiq Mohammed, Sylvester Nsobire Ayambila, Sadia Lukman
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors must have a written permission from any third-party materials used in the article, such as figures and graphics. The permission must explicitly allow authors to use the materials. The permission should be submitted with the article, as a supplementary file.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) after BJO&PM publishes it (See The Effect of Open Access).
