Succession Planning
Employee Retention
Future Objectives
Customer Service Industry
Employee Turnover

How to Cite

Zafar, A., & Zaki, A. R. (2022). EFFECT OF SUCCESSION PLANNING ON EMPLOYEE RETENTION (A CASE STUDY OF CUSTOMER SERVICE INDUSTRY IN KARACHI). Global Journal for Management and Administrative Sciences, 3(3), 45–63. https://doi.org/10.46568/gjmas.v3i3.81


Employee retention is an important factor that affects the performance of the company. From the day an organization started operation to the present day. It remains a question for the organization. How do we retain productive employees? Globally, 56.5% of employees intend to change jobs for several reasons. In Pakistan, 23% of employees working in the customer service industry intend to leave their current organization. Succession planning can be an effective tool for employee retention. It is the process of preparing employees for the attainment of the future objectives of the organization by enhancing their abilities and skills. The study has focused on analyzing the impact of succession planning on employee retention, specifically for the customer service industry in Pakistan. A survey of 300 respondents was conducted through a close-ended questionnaire to collect primary and secondary data from published articles. The data were analyzed through SPSS. The respondents for the survey were selected for an interview through a multistage sample using a mixed approach based on Probability and non-probability sampling. The Study performed cross-analysis, a Chi-Square test, an independent t-test, ANOVA, and binary logistics to analyze variables. The result of the study showed that succession planning has a positive significant impact of 2.1 times on employee retention, independent of gender variation. A one-time increase in the effectiveness of a succession plan can increase employee retention by 2.1 times.



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Copyright (c) 2022 Dr Ammad Zafar, Dr Abdul Rehman Zaki