EMPATHY AND ORGANISATIONAL RESPONSIVENESS OF FINTECH ORGANISATIONS IN RIVERS STATE

Alali, E. P.

Department of Business Administration, Faculty of Administration and Management, Rivers State University, Nkpolu-Oroworukwo, Port Harcourt, Rivers State.

ABSTRACT

This study examined the relationship between empathy and organisational responsiveness of Fintech organisations in Rivers State. The objective of the study was to determine the relationship between empathy and measures of organisational responsiveness (flexibility, agility, feedback) of Fintech organizations in Rivers State. The study was anchored on organisational embeddedness theory, contingency theory and the organisational learning theory. The study adopted a correlational research design. The population of the study comprised of five (5) Fintech organisations with registered offices in River’s state. While 25 respondents were studied as sample size using census method of sampling. Data for the study was generated through primary source. The main data collection instrument for this study was a structured questionnaire. To ensure the validity of the instruments for this study, the content and face validity was adopted in ascertaining the extent to which the instrument can be said to be accurate and precise in the measurement of the variables under investigation. The reliability for the study was determined using the Cronbach alpha coefficient. The bivariate analysis was carried out using Spearman Rank Order Correlation Coefficient. The findings revealed amongst others that there is a positive and significant relationship between empathy and the measures of organisational responsiveness (flexibility, agility, feedback) of Fintech organisations in Rivers State. It was concluded that empathy plays a vital role in building trust and strong relationships within organizations. Based on the findings and conclusion, it was recommended that management in Fintech organizations in Rivers State should encourage employees to paying attention and understand other people’ feelings and emotions. By doing this, organizations can create a more empathetic and responsive environment that leads to improved employee morale, customer satisfaction, and overall organizational performance.

Keywords: Empathy, Organizational Responsiveness, Flexibility, Agility, Feedback.