INFLUENCE OF TECHNOLOGY-ENABLED TRAINING PROGRAMS ON WORK MOTIVATION, COMPETENCY AND PERFORMANCE: AN ANALYSIS OF EMPLOYEES ASSOCIATED WITH SERVICE SECTOR

Abstract

This study examines the influence of technology-enabled training programs on the work motivation, competency, and performance of employees associated with the service sector. The study is descriptive in nature and is based on primary data collected through a structured questionnaire administered to 120 employees drawn from IT/ITES, banking and financial services, hospitality and tourism, retail and ecommerce, and healthcare service organisations, supplemented by secondary data drawn from journals, industry reports, and other published sources. The analysis covers the demographic profile of respondents, their exposure to and engagement with technology-enabled training tools such as e-learning modules, virtual instructor-led training, mobile learning applications, and AI-based coaching, and the perceived influence of such training on work motivation, competency development, and job performance. The results show that e-learning modules and learning management systems are the most widely used training format, that employees report high levels of engagement and motivation following technology-enabled training sessions, and that such training is perceived to meaningfully strengthen technical, communication, and problem-solving competencies as well as day-to-day job performance. The study concludes that technology-enabled training programs exert a strong and largely positive influence on the motivation, competency, and performance of service sector employees, while also revealing a clear demand among employees for more advanced, personalised, and interactive training content, underscoring the need for organisations to continue investing in accessible and engaging digital learning ecosystems.