Factors Affecting Utilization of Employee Assistance Program: A Case Study of ABSA Bank Zambia

Abstract

Employee Assistance Programs (EAPs) are programs implemented in the workplace to support individual employees in dealing with personal and work-related problems, with the goal of improving their well-being and contributing to organizational performance (Masi, 2010). An EAP is a program sponsored by an employer, a collective bargaining group, or an association of professionals, and is designed to help identify and resolve productivity issues that may arise from employees experiencing personal problems (EACC, 1991). ABSA bank implemented an EAP as a staff wellness initiative to assist employees. However, according to management reports, less than 5% of employees are utilizing the wellness program, which falls short of management's expectation of more than 50% participation. Therefore, this study aims to determine the reasons for the underutilization of EAPs. To achieve the research objectives, the study employed both descriptive and causal research designs, and logistic regression analysis was used to statistically identify the factors that influence the use of EAPs. A survey was conducted with employees at ABSA bank, with 100 employees selected as respondents through simple random sampling. Primary data was collected using a structured questionnaire. The study revealed that employees still value EAPs and consider them important. Through logistic regression analysis, the study identified lack of information, stigma, confidentiality, trust, and peer influence as factors that affect the utilization of EAPs, as reported by the respondents. All the results were statistically significant at p < 0.05. Therefore, the study recommends that ABSA management should implement measures to ensure the confidentiality of information shared during EAPs, provide more information to employees about the content and benefits of EAPs to encourage greater participation, clearly communicate the purpose of EAPs to employees, and select a dedicated team for EAPs who understand and uphold ethical standards.