Factors that determine support staff motivation, retention and organisational commitment at the University of KwaZulu-Natal.

Abstract

Support staff are integral to the functioning of higher education institutions, yet their motivation, retention, and organisational commitment often receive less attention compared to academic staff. This study explores the factors influencing support staff motivation, retention, and organisational commitment at the University of KwaZulu-Natal, South Africa. A qualitative research design was adopted, utilising semi-structured interviews to gain in-depth insights from ten support staff members across various roles. The purposive sampling ensured a diverse representation of support roles. Data were analysed using thematic analysis to identify recurring patterns and themes related to staff motivation and performance, enabling the identification of recurring themes related to work environment, recognition, career development, workload and organisational support. Participants consistently emphasised the importance of transparent communication, a strong sense of belonging and responsive managerial support in cultivating loyalty to the institution. In contrast, factors such as inadequate remuneration, constrained upward mobility, inflexible institutional policies and bureaucratic inefficiencies were cited as key impediments that diminish morale and heighten turnover intentions. In response to these challenges, the study highlights the need for the University of KwaZulu-Natal to implement strategies that address the specific motivational factors of support staff. Enhancing professional development opportunities, recognising staff contributions and fostering a supportive organisational culture can improve retention and commitment. Addressing these areas may lead to increased job satisfaction and performance among support staff, contributing to the overall effectiveness of the university. This study provides a contextualised understanding of the motivation and retention factors within academic support settings. Moreover, it offers practical guidance for university management to improve staff satisfaction and commitment, with lessons that can also be useful for other higher education institutions and the education sector at large.