Professional Documents
Culture Documents
ABSTRAC
Managing social media platforms is the main motive that contributes to the development of
the organizational performance and sustainability of the company. Managing social media
platforms has become an important matter in developing the company's performance and
establishing its brand. The most active companies on the communication platforms are the
most profitable by attracting a greater number of customers. Linking the company's strategies
to the obligation to manage social media platforms in the required manner contributes to
maintaining and developing organizational performance and the company's sustainability.
One of the most important factors affecting the management of social media platforms is the
rapid development of modern technology, which may change the company according to the
level of technology. There are many information technology tools, and the company must
choose the best and closest tool to achieve its goals. The start of Thawani Company on social
media platforms and the use of modern technology led to its remarkable success in the Omani
market. The aim of conducting the study is to study the relationship between the management
of social media platforms and the extent of the impact of organizational performance and the
sustainability of Thawani Company. Data on this study were obtained through a
questionnaire that included a sample of Thawani Company. The positive relationship of
managing social media platforms and its impact on the development of organizational
performance and company sustainability emerged.
Keywords: Impact, Social Media Management, Organizational Performance, Sustainability,
Thawani Technlogies LLC, Sultanate of Oman
CHAPTER 1
INTRODUCTION
Managing social media platforms means the process of creating content for the products and
services provided by the company. Managing social media platforms includes managing
programming, community, reputation, developing team members, advertisements, and others.
(Parveen & Ainin, 2016). Companies in the United States of America and Britain focus on
managing social media platforms to survive in the competitive market. Moreover, business
in the United States of America seeks to achieve the best management of social platforms in
order to improve the organization's performance and its sustainability in the market. The
United States of America companies enjoy great success and achieve huge profits, due to the
business’s inspection of promotion and marketing operations on social media platforms and
facilitating purchases for customers. In the recent period, businesses in the Gulf countries
have rushed to pay attention to managing social media platforms, including Saudi Arabia, the
United Arab Emirates and Qatar, because the world has found a great benefit from the
effectiveness of managing social media platforms on organizational performance and
sustainability in business. Since networks and websites began to develop during the
nineteenth century AD, they have not stopped until now. The beginning of the history of
social media on the Facebook program, then LinkedIn, and then Instagram, Twitter, and
Snapchat, until today reached the Tik Tok program, which enjoyed rapid growth in the
history of social communication. Also, contemporary with the modern world, most
businesses have started to pay attention to the world of social communication and its
management, because of its benefit in the marketing and promotion of the company. Most
companies neglected to manage social media platforms and were doomed to disappear from
the market. Managing social media platforms is not easy, but it requires leaders and officials
with creative ideas to present the company's services and products. More than that, Brands
expand through customer satisfaction on social media platforms as a result of the company's
keenness to correct problems and provide services as required (Daowd & Dey, 2021).
Thawani Technologes was founded in 2016. It is an Imani company that specialises in
providing advanced payment solutions based on financial technology (Thawani, 2022). The
Thawani Company started its investment in social media platforms, in or der to intelligently
target the audience that is present in a large number on the platforms. In addition, Thawani
has exploited it to develop applications that facilitate customers' payment and purchase
operations, and has been able to achieve wide growth since its inception. Despite the
presence of the public on social media platforms, most Omani companies are not concerned
about managing social media platforms using smart methods. Thawani Company is still
based on improving its organizational performance and sustainability in the Omani market by
providing its applications to many Omani government institutions (Al Rawahi & Tan, 2023).
Companies investing on social media platforms are the most profitable and growing in the
world, because understanding customers from platforms is easier for companies. The problem
of the study is the lack of awareness of the importance of effective management of social
media platforms by many companies, which leads to poor organizational performance in the
market and thus the lack of sustainability of the company. Greater use by customers of social
media platforms forces companies to manage platforms effectively to improve performance
and company sustainability in the market. Companies far from social media platforms
experienced a decline in their performance, and then their disappearance from the market
competitive advantage. Managing social media platforms is not an easy task for the
organization because it may cost, but its importance is greater by targeting the audience and
establishing the brand by measuring the extent of the impact of managing social media
platforms on the organizational performance and sustainability of the company. This
research will investigate the impact of managing social media platforms by Thawani. The
company is still developing its management of social media platforms and providing what
customers request in order to prove its brand step by step. Thawani is expected to become
successful at the local and even global levels after a period of time if it strategically takes
advantage of the professional management of social media platforms as required.
1.3. Aims and Objectives of the Study
1.3.1. Aims
The primary aim of this project is to conduct a study on the management of platforms for
social communication and its impact on business performance and sustainability in Thawani
Company. More than that, the main goal is to improve the company's organizational
performance and its continuity in the market through effective management of social media
platforms. Factors affecting the management of social media platforms in Thawani
Company, which in turn helped the company in growth and sustainability in the market.
Additionally, to learning about the techniques of managing social media platforms that help
Thawani Company to manage social media platforms professionally and their impact on
organizational performance and sustainability for a longer term.
1.3.2. Objectives
1. To investigate the impact of the social media management on organizational performance
and sustainability in Thawani company.
3. To identify the key factors that influence social media management in Thawani company.
4. To recommend an IT tool which will enhance social media management of the company
to ensure sustainability and improved organizational performance.
Research Questions
1. What is the impact of social media management on organizational performance and
sustainability in Thawani company?
2. What is the effectiveness of social media strategies in achieving organizational goals and
objectives in Thawani company?
3. What are the key factors that influence social media management in Thawani company?
4. Which IT tool will enhance social media management to ensure sustainability and
improved organizational performance of the company?
1.5. Research Hypothesis
The hypothesis intended is given under: -
Research Hypothesis
The research hypothesis will include three things, which is the positive relationship that
results from the impact of managing social media platforms on the organizational
performance of the company. In addition, the management of social media platforms has a
strong positive relationship with the company's survival in the competitive market. Moreover,
there is a strong positive relationship when managing social media platforms on the
sustainability and organizational performance of the company.
The scope of the research will focus on the impact of social media management and thus its
impact on the performance and sustainability of the organization in the market. In addition,
companies that do not care about the value of managing social media platforms in developing
the organization's performance and sustainability benefit from the study. More than that, the
research will enrich how a company benefits from managing social media platforms to
provide preference to customers and then raise the level of the brand. Moreover, the research
presents the relationship of managing social media platforms with organizational
performance and the sustainability of Thawani Company. In addition to Thawani Company
exploiting the great negligence by most Omani companies and institutions in managing social
media platforms in order to reach customers and consolidate the brand. The scope of the
research will be about Thawani Company, which is headquartered in Muscat Governorate,
Sultan Qaboos City, and it will include information from previous research on the importance
of managing social media platforms on corporate sustainability.
1.7. Significance of the Study
This study is useful on how to manage social media platforms in effective ways and integrate
them with the company's business strategies. This study enriches companies in how to
manage social communication and the continuous exploitation of the presence of customers,
thus trying to address complaints in order to improve the company's performance and
sustainability. This research will reveal modern social media management technology tools
that can Thawani company add to their strategies. Most companies that are ignorant of
managing social media platforms are disappearing day by day and the reason is that most of
the world's population is constantly focusing on the platforms. Marketing and promotional
methods are becoming more and more popular on social media platforms, so Thawani spends
huge sums of money to continue the path of sustainability and success.
Moreover, different categories will benefit from the study which are;
The company- The importance of the research will certainly be reflected on the issue of
managing social media platforms and its impact on the sustainability and growth of Thawani
Company. The company can go towards developing the management of social media
platforms through the recommendations presented in the research.
The industry- Industries specialized in managing social media platforms can enrich the goals
of the project. Industries are still far from managing social media platforms because they are
expensive and need qualified staff. In the recent period, industries have been racing to keep
up with social media platforms to search for their audience and promote and market products
and services.
Oman society- The study includes an Omani company that has become interested in
managing social media platforms and started its journey through it. The emerging Omani
community will trust in building businesses the importance of following up on the customers’
website, keeping abreast of developments in social media programs, and managing them in a
way that calls for sustainability and growth.
Academic - Academic researchers can benefit from the research topic, which will include
rich information about social media management and its relationship to sustainability and
organizational performance. The study will cover the various objectives related to managing
social media platforms and modern technologies that help companies to manage these
platforms well.
1.8. Limitation of the Study
This research aims to study the impact of social media management on organizational
performance and sustainability in Thawani Company. The study may not include other
companies and industries, as its focus is on Thawani Company in the Sultanate of Oman,
specifically the authority concerned with managing social media. In addition, the researcher
will maintain the privacy of the company, as the strategies used to manage social media. The
researcher will focus on analysing the final results accurately in order to obtain better results.
The research sample will include employees specialized in social media management at
Thawani Company. The scope of the study is limited and it is preferable to include
technology companies to study the impact of social media management and its relationship to
the company's performance and sustainability. The research is associated with a specific
time, which is from March to June, and this short period may not include comprehensive
details on the subject of the research. The researcher will also manage the time to prepare an
accurate and integrated research that includes the basic research objectives and can be
approved by other companies.
Technological tool: It is a digital, electronic or physical tool that has the ability to expand the
human ability to produce and tasks in an easier way that exceeds human ability. Among the
most prominent works of this tool may be programs for designing, editing, processing,
formatting, or converting audio to video and and others (Ernst & Voigt, 2014).
Customer satisfaction: It is a measure that determines customer satisfaction with the
company's products or services. Customer surveys help a company change and improve what
it offers. The goal of every institution is customer satisfaction, without which the objectives
of the institutions are not achieved and they do not continue to grow (Oyewobi & Jimoh,
2021).
This chapter includes the design of the research procedure and the
Chapter 3 – Research Methodology methods chosen by the researcher to obtain information. Also,
the techniques used for sampling, analysis and data collection
tools, and the size of the sample, with mention of the population
for the study.
Chapter 4 – Results, Discussion, and This chapter represents one of the most important aspects of the
Data Analysis study because it has access to the results of the goals and
objectives of the research. In this chapter, the research will
present the results of the analysis, merging the results of the
primary data with the secondary ones, and then analysing and
interpreting them.
Chapter 5 – Summary of Findings, This fifth and final chapter includes the final comprehensive view
Conclusions, and Recommendations and the final conclusions of the study. The researcher will
present his vision towards the results of the study and then make
recommendations for the company that can be use it to improve
and sustain.
1.11. Summary
This chapter discusses the background on the subject of the study, which is the impact of
social media management on the organizational performance and sustainability of Thawani
Company. The main objective of conducting this research, the sub-objectives, the research
problem and the gap it suffers from, which still exists in many institutions, were discussed.
In addition, this research dealt with a limited scope about the management of social media
platforms in Thawani Company and its impact on performance and sustainability. The basic
terms were also discussed in the study. The results of the research will be disclosed by
publishing it to take advantage of modern techniques, strategies and tools for managing social
media platforms, which in turn help companies improve organizational performance and
sustainability in the market. Also, the parts of the project will be discussed gradually in order
to obtain future results and recommendations that work to manage social media platforms in a
professional manner. In addition, addressing the shortcomings experienced by companies
that neglect the aspect of social media platforms, managing them and not exploiting them in
the marketing aspect of the company. In the second chapter, which is the literature review,
the aims and title of the research will be discussed in more detail.
CHAPTER 2
LITERATURE REVIEW
2.1 Introduction
This chapter reviews the literature social media management, the main factors affecting
social media influence, social media strategies, impact of social media management,
information technology tool that enhances social media management. The research
hypotheses, research gap and overall framework of the study is also provided. In addition, the
literature review helps to disclose the objectives of the research and in return the reader
benefits in understanding the terms and research questions because this part of the research
covers the largest part of the Report.
According to Benthaus & Beck (2016) recently, social media has gained great importance in
the success and growth of businesses. Some people think that managing social media
platforms is about answering customer inquiries, but there are more difficult tasks than that.
Businesses worldwide suffer from the difficulty of managing social media, which requires
developing accounts with the requirements of what the company offers so that it is suitable
for customers. In addition, planning for the promotion needs time from the company to think
about what is targeting customers properly. Moreover, interaction with the public is
important in managing platforms and measuring results requires careful analysis to improve
the company's performance and thus its continuity in the competitive market. By properly
managing social media platforms, some companies have managed to reduce effort and time,
increase sales and sustainability.
2.4 Sustainability
Sustainability in business refers to an organization's strategy to minimize the negative
impacts of a particular market. It involves the social, environmental and governance metrics
by which sustainability practices are analysed. Planet Earth is facing changes and risks that
must be taken into account by businesses. Mio & Panfilo (2022) have argued that business
sustainability is represented in the deployment of infrastructure that reduces gas emissions,
eliminates waste, and preserves water resources. Sustainability is defined as the good work of
all future or current stakeholders in a way that ensures the continuity and efficiency of work in
the long term. Sustainability is related to the social, economic and environmental aspects.
Businesses that focus on sustainability are concerned with current and future impacts in order to
maintain continuous growth.
Managing social media platforms helps companies manage many social accounts very
quickly, which contributes to not missing comments and interaction by the public. It is
extremely important to manage social media platforms, to enhance managers understanding
of the services and products provided by the company and to know the sales operations in
order to effectively respond to questions that relate to consumers. Platform marketing helps
increase the number of visitors to web pages to learn about the quality and services of the
company. Advertising and promotional tools contribute to the development of content.
Despite the huge data, the management of social media platforms must pay attention to
analysing them in order to modify, monitor and correct strategies.
2.7.1 Social Media Platforms: Social media platforms have diversified since the
advent of the Internet and are still evolving. Not all social media platforms target customers
and activate marketing operations. Companies study appropriate platforms for the content
provide in order to improve functionality. Some social media platforms have a higher value
in terms of customer loyalty and brand desirability. The Instagram program helps display
media and ads, unlike the YouTube program, which activates the video publishing service.
Companies are subject to studying the platforms that customers use on a daily basis, in order
to exploit their presence on that platform to display the company's content. Customer
inquiries and complaints on communication platforms help corporate leaders to improve
work (Magro, 2012).
2.7.2 Planning Strategy: Corporate planning varies according to the required needs,
which are related to the company's basic objectives. Strategies developed by companies help
improve the level of the brand after the process of understanding and analysing the data.
According to the development of performance, the company maintains its strategies.
Strategies for managing social media platforms must be on the verge of change to enable the
company to cope with changes and new platforms.
2.7.4 Goals and objectives: The company's goals are an influencing factor for the
effects of social media platforms by targeting the audience and the primary goal of managing
specific platforms. The company's goals are considered one of the sensitive matters that are
of great importance to companies, but they are involved in the management of social media
platforms, so platform managers seek to take them into account when managing, taking into
account the basic goals and objectives, and not getting involved away from them (Magro,
2012).
The effectiveness of social media strategies means the process of delivering specific content
by targeting a specific audience to display the brand using social media platforms such as
Facebook, google, Instagram, Twitter, and others. Strategies contribute to achieving the
company’s organizational goals and objectives. The methods used by companies differ
according to the company’s endeavour. Companies may not follow certain strategies, and this
leads to difficulty in managing social media platforms (Reyaee & Ahmed, 2015) companies
rush to make their presence felt on social media platforms in order to increase in sales and
target the largest audience. Reports indicated that the number of marketers on social media
platforms have reached 92%. Increasing tracking of social media platforms in the recent
period has contributed positively by 80%, so that every institution has a presence on social
media platforms in order to market its services and products. Companies employ creativity in
the strategies used to overcome the management of social media platforms at a time when
business and marketing operations have become a great competition.
Understanding the management of social media platforms reflects on the practical effects of
the company, which is the organizational performance. The presence of the Internet has made
it easier for companies to reach millions of customers on social media platforms.
Communication platforms have become a priority for all companies at the present time,
which stimulates organizational performance to develop in the interest of the company.
Companies far from managing social media platforms get profitability and financial returns,
but not at the level of companies active on social media platforms. Despite the cost of
managing platforms, smallest and medium companies take a great initiative to engage in
internet marketing. The strategy built for the company can change according to the indication
of social media platforms towards the positive thing that improves its performance in the
market and the reputation of the brand (Parveen et al ,2015)
Social media platforms have evolved and become an essential component of most modern
institutions. Social media platforms have received great attention in order to improve
organizational behaviour. The use of social media platforms within the limits of companies'
work has become innumerable, as it is the essence of companies reaching a large financial
return by improving the company's behaviour. Companies are opening websites to collect
employee and management ideas for social media platforms on improving company
strategies. The organizational performance of any company changes on the development of
internet networks and social media platforms.
2.11.1 Content evaluation tool: This tool helps companies evaluate visual content
in order to plan publications on platforms for a specific period of time. The tool saves effort
and time, organizes the company's marketing plans, and creates consistency when publishing.
Planning through this tool will be determined by the company for a month, a week, or even a
year.
2.11.4 Post scheduling and post optimization tool: One of the most
prominent features of this tool is managing platforms in a good way, by setting a specific
period. Posts are scheduled once in order to make it easier for managers of social media
platforms. The good effect of the company publishing great content when it has an ideal
audience on the communication platforms. The audience is the most important part for
determining the comments of publications and improving them in the coming times. The
organizational performance of companies is enhanced when the management of the platforms
focuses on the fact that something needs to be changed to improve the performance and
sustainability of the company (Davis, 2012).
2.12 Research gap
Businesses will benefit from managing social media platforms and effective programs that
may help companies manage platforms. Networks and websites have been made available to
manage social media platforms in order for companies to compete in the global market. The
social media platform management model is an important and new topic that many studies
have looked at and it is still based on disclosure due to its impact on improving organizational
performance and business sustainability in recent years. Most of the Earth's population is on
social media platforms, which forced businesses to establish a professional department
specialized in social media platforms. However, the current literature reveals many gaps in
achieving good management of social media platforms, because it is not easy. Business
success at the present time depends on its ability to achieve good management of social
media platforms and achieve the goals and objectives of the company. However, it is difficult
for any company to manage social media platforms without a specialized study and
management team specialized in platform management practices. Despite the widespread
management of social media platforms at the present time, there are companies that still face
difficulty, whether from the financial side or the organizational competence of the company.
As a result, the study concluded that it is necessary to identify special tools for managing
social media platforms that may benefit the achievement of the company's goals, and
mentioned many tools that Thawani Technologies can benefit from applying them in
improving organizational performance and sustainability in the competitive market.
2.14 Summary
This chapter discusses the management of social media platforms, the importance of
managing social media platforms for organizational performance, the relationship between
managing social media platforms and organizational performance, the concept of
sustainability and the relationship of managing social media platforms to sustainability, the
importance of managing social media platforms, the challenges of managing social media
platforms, the factors affecting Managing social media platforms, effective strategies for
managing social media platforms, the impact of managing social media platforms on
organizational performance, the impact of managing social media platforms on sustainability,
and information technology tools that help in managing social media platforms. In the third
chapter, the research methodology will be discussed.
CHAPTER 3
RESEARCH METHODLOGY
3.1 Introduction
This chapter will discuss research methodology, including research design, research tools,
sample size, sampling techniques, reliability and validity testing, data analysis techniques,
data collection techniques, legal, social and ethical considerations, and a summary of the
entire chapter with an introduction to the next chapter. Research methodology is writing an
outline or strategies required to collect data for the study. The techniques used in collecting
and analysing the data for the study will be supported as justifying the approach of this
chapter.
The quantitative scope focuses on presenting the data obtained for the investigations, and
the researcher adheres to a strict methodology of accuracy and efficiency in information.
Speed and accuracy are among the advantages of quantitative data, through computing
techniques that include survey tools, surveys, and so on (Jamieson & Pownall, 2022).
It provides opportunities to develop specific insights through the data finding out to solve
research problems.
Qualitative methods allow conducting an investigation in the useful areas in which the
researcher feels deeply contemplative in order to reach the required results (Jamieson &
Pownall, 2022).
3.2.5 Research Methods – Descriptive Research
Research methods is a process of collecting and analysing data and is part of the research
design that included both qualitative and quantitative data. The research will include
descriptive research aimed at producing a systematic and accurate research. Frequencies,
categories, and directions will be used. Descriptive research relies on quantitative research
and sometimes uses qualitative data. Surveys allow describing averages and patterns in this
research. In addition to collecting data and monitoring models that can be studied and
described.
The conceptual research framework includes three basic concepts in this research, which are
managing social media platforms, organizational performance, and sustainability. The
research will revolve around three different concepts in terms of studying the relationship
between them and how these concepts affect Thawani Company.
3.5.1.2 Observations
Observation is a method of collecting data by observing events, characteristics, or people.
Observations are among the important research techniques that help the researcher to observe
something during the work. The researcher may identify the impact of managing social media
platforms on the company's organizational performance and sustainability by monitoring
their inquiries and customers' comments on the communication platforms. The notes may be
hidden, meaning that they do not know that they are being monitored, and they may be public
that they are aware of.
Legal issues are among the things that the researcher must take into account in order to
maintain the privacy of the data used. Legal considerations are developed within authorities
and governments in order to solve legal problems through established principles and rules.
Legal rules and principles are taken into account when conducting any research to maintain
the confidentiality and privacy of the company's information. Sometimes the study is adapted
from another study, and the data presented to the public is different from the original
research. An explicit and official approval must be obtained before publication, in order to
include it in the research ethics. It requires researchers to identify the information used in the
research to protect the privacy of the respondents, whether the information is from books, on
the system, or the Internet. The Research Ethical Council does not need investigations if the
information does not include identity data, meaning that researchers cannot obtain it.
Sometimes the privacy of secondary data may cause harm to researchers in terms of
recovering consent to use. The researcher is required to follow all legal procedures, including
them, so as not to be exposed to the dangers of publication, reputation, and privacy.
3.8.4 Confidentiality
Maintaining the confidentiality of information related to people is something that must be
taken into consideration by the researcher. All participants in responding to research
questions must be aware that the information obtained by the researcher is confidential and
kept without mentioning their names. In contrast, anonymity of the participants presented a
challenge in the study design. Upon obtaining the research questionnaire responses, the
confidentiality of security, storage, encryption and disclosure is preserved.
3.9 Summary
In this chapter, the research methodology and related points are disclosed, which are
sampling techniques, the study population, data collection techniques, reliability and validity
testing, research tools, study design, and social, legal and ethical considerations. The
researcher discussed in this chapter the tools and methods used to show efficient research that
may benefit institutions, academics and researchers on the issue of the impact of managing
social media platforms on organizational performance and sustainability. In the fourth chapter
of the research, there is a discussion about data analysis and interpretation of the research
results to be collected through the use of Google Form.
CHAPTER 4
DATA ANALYSIS
4.1 Introduction
In this chapter, the results and interpretations of responses from respondents collected by
Google Forms will be discussed. The researcher relies on the circular and tabular analysis of
the results. Discuss the results on the number of responses, which are 45 respondents. The
demographic questions will first be analysed and then the closed questions. The questionnaire
used an analysis using tables and graphs to obtain the information required to cover the
research objectives.
The results showed that the number of male participants in solving the questionnaire
represented 6.7%, while the percentage of females reached 93.3%, as the number of females
exceeds the number of males, and this indicates that the number of female employees is
higher in Thawani Company than the number of males. The theory includes both females and
males regardless of the outcome shown on the questionnaire. There is no missing number in
solving this question, as 45 employees, including females and males, answered the question.
The recurrence rate shows the same proportions for females and males.
The graph shows the ages of the participants who answered the questionnaire, where 77.8%,
aged between 18-25 years, include the largest number, representing 35 females and males,
which is the most responsive category. While 17.8% is the age group between 26-35 years,
which is the second highest category, and they number 8 people, including both males and
females. The age group 36-50 years represented 4.4%, there is 0% in the age group between
51-65 and 65 and over. The results show that there is no missing number of 45 people who
answered the question. The ages that Thawani includes are between 18 to 25, and this
category is active in the world of information technology. They have innovations and ideas
that are better than other ages because of their contemporary technology.
The results show that the percentage of Omanis who respond to Thawani Company is higher
than the percentage of foreign workers, as the percentage of Omanis reached 91.1%, while
the percentage of non-Omanis reached 8.9%. In addition, through the ratio, it indicates the
superiority of the number of Omani employees in the company due to the application of
Omanization and thus giving the priority of employment to Omanis over foreigners. It is
good for the company to contain employees from the same country, due to the comprehensive
knowledge that the employees include of the requirements and needs of customers in the
country and their view of the company’s products and services.
Most of the participants have practical experience ranging from one to two years, and this
amounted to 72.3%, or their number is 33, while the percentage of employees who have
practical experience from two to five years’ ranges from 13.3%. In addition to the percentage
of employees with work experience from five to ten years and more than 25 years, 4.4%. The
results also indicate that the percentage of employees who have work experience from ten to
20 years is 2.2%, while employees who have work experience of more than 25 years 6.7%.
The respondents answered the question, who numbered 45 employees, and there is no
missing number, and the recurrence rates are similar to the original and valid ones. The
results showed that most of them are employees with work experience ranging from one to
two years and up to five years.
In response to the question two part A, “The social media team in Thawani had a positive
impact on organizational performance and sustainability,” with an average of 3.5 this result
show the mean is very high relation with question whenever smart and expert in
measurement, this helps measure customer behaviour on platforms and understand the
requirements and needs of the company to improve the performance of the products or
services it provides in order to maintain the company in the competitive market. The
arithmetic mean is 3.53, which indicates that the social media team has an impact on Thawani
Company in improving the level of performance and sustainability. The management team of
social media platforms had a valuable value, as they are the ones who decide the fate of the
company. Therefore, the total number of respondents to the question appeared on the one
hand corresponding to 17 and strongly agreeing 27 That is, the total agreement is 44 people,
which means that the relationship is positive and interdependent. It shows a standard
deviation of 0.726, which indicates significant agreement between the mean and the standard
deviation, and the trend is that survey respondents agree that the social media team has a role
in helping target audiences and improving company productivity and market sustainability.
The mean appears at a value of 4, which means that most of the responses were in strong
agreement with the topic. The median represents a rate of 4, where it is equal to and meets the
arithmetic mean, and this means that the relationship is indeed positive and correlated. The
standard deviation and the arithmetic mean are close. This shows that the relationship of the
social media platforms management team has the ability to determine the efficiency,
productivity and sustainability of the company. The significant impact of Thawani’s
sustainability on success in the market since its presence in the Omani Market it is due to the
selection of the team that is able to manage the platforms in smart ways so that the company
can obtain a brand with a good reputation. The work team certainly affects the improvement
of the company's performance by deducing customers' inquiries and desires, which achieves
various services from the company according to the customers' desire and this is what is
settled Thawani Company achieved its achievement in the Omani market, which is to provide
easy payment programs for the customer without the need to bring a bank card, etc. The
appearance of average 3 indicates the positive relationship reflected by the employees’
responses to the issue of the work team and its relationship and its impact on improving the
company’s performance level and its sustainability in the competitive market (Huang &
Fatima, 2022).
In response to question three part A, social media management helps an organization stay
competitive in the market. The results indicate that the mean is 3.4, meaning that most of the
respondents strongly agreed. The standard deviation shows a value of 1.053, which indicates
a good agreement between the arithmetic mean and the standard deviation, so that the
respondents agree that social media has a role in maintaining competitiveness in the market
by continuing to pay attention to social media platforms, knowing customer behaviour and
implementing their requirements. The highest value appears in the table, 4, which represents
strongly agree, and the lowest value is zero, which represents strongly disagree. Arithmetic
mean of 4 is also shown, which represents a value that strongly agrees with the effect
produced by managing social media platforms. The table indicates the number of strongly
disagreed 2, neutral 4, disagreed 1, and strongly agreed 30. The total number of participants
who solved the questionnaire and strongly agreed are the most numerous on the agreement
effect. Managing social media platforms really helps companies to maintain their
competitiveness in the market, through customer opinions by monitoring their behaviours and
inquiries across different platform (Zuhdi, & Shankar ,2019) in the recent period, the
importance of managing social media platforms for companies has become clear, by
comparing companies that are far from the platforms. The advertisements that the company
publishes on different platforms activate the matter among competitors, and the more the
company excels in managing social media platforms in an exploitative and intelligent way
that helps it secure its position in the competitive market. Customers constantly use social
media platforms, as the world depends on electronic networks, in order to obtain products and
services from companies, so competition nowadays has become marketing and advertising
through various Internet platforms.
In response to the question, “Management of social media platforms helps the company with
sustainability in the market,” the histogram shows 4 is high number and it means strongly
agree and then number three is the high and the option mean agree. As the responses were
strongly agreed upon, with an average of 3.5. The standard deviation is 0.735. This indicates
that the relationship is positive in that the management of social media platforms contributes
to the sustainability of the company. The arithmetic mean is 4 and indicates the number of
strongly agreeing with the question. The number of strongly agreeing was 31, 11 agreeing, 1
neutral and 2 disagreeing. The highest value represents 4, which is strongly agree, and the
lowest value, zero, indicates strongly disagree. The responses indicate the positive
relationship of the impact of managing social media platforms on the sustainability of the
company. Managing social media platforms makes it easier to meet customer needs, which
helps the company connect with the public and sustain itself in the market. Most of the
companies active on social media platforms are steadfast in their competition in the market
due to the development of technology and the focus of people on using the platforms. It is not
like before, companies work hard to reach a reasonable number of customers, but within a
second, companies can attract thousands of targeted customers.
In response to this question, strategies affect the management of social media platforms and
organizational performance, with an average of 1.5, and the responses indicate that there is
indeed an impact on corporate strategies, which reflects the aspect of organizational
performance. The standard deviation is 0.499 and the arithmetic mean is 1.58. This indicates
that the relationship is semi-acceptable in that the strategies affect the management of social
media platforms. The arithmetic mean is 2 and refers to the number of respondents who chose
an average effect on the question. A higher value of 2 represents a medium effect, and a
lower value of 1 indicates a lower effect. Through the results, the responses showed that there
is no total impact of the strategies that the company sets on managing social media platforms.
Whenever the company is interested in providing good content to target the audience, it
includes it as one of the basic strategies that support a company to improve services and build
its brand in the competitive market. In addition, the strategies and goals of the company are
among the reasons for the interest in managing the platforms, as some companies neglect the
aspect of managing the platforms and their great importance to the company. The company's
success is really related to the company's strategy, and this is what Thawani has included
since its appearance in the market. It displays the contents and services it provides through
various platforms, which made the beginning of its career successful and received loyalty to
its brand. The responses included a large impact and a medium impact, and this indicates an
influence in terms of strategies followed by the company.
In response to the question “Payment sites affiliated with Thawani Company contribute to the
development of managing social media platforms and employee performance,” the average
response of respondents is 3. 3 This means that most of the responses strongly agree with the
question. Payment programs to facilitate customer services operations to develop
management of social media platforms and employee performance. The standard deviation is
0.905, the arithmetic mean is 3.3, and this indicates that the relationship is positive and
interrelated that modern payment sites contribute to the development of managing social
media platforms and the performance of employees in Thawani Company. The arithmetic
mean is 4 and indicates the value of strongly agreeing. The highest value is 4 strongly agree
and 0 is the strongly disagree value. Through the results, the responses showed that the
number of those who strongly agree is 24, 15 agree, 4 are neutral, 1 do not agree, and 1
strongly disagree. This was proven through the results through the opinion of the employees
regarding customer services. Not only are the payment sites established by Thawani
Company to facilitate payment, operations that contribute to the development of employee
performance, but rather they are a reason and support for discovering and inventing what
benefits customers and the company as a whole. Moreover, innovative technology helps to
develop applications that facilitate the company's customer operations and improve
organizational performance, thus contributing to the company's stability and market success
(Sutherland, 2020).
Figure 4.6: Histogram results obj2.4
In response to a question, the management of social media platforms depends on the annual
budget of the company. The standard deviation is 0.857, the arithmetic mean is 3.3, and this
indicates that the relationship is positive and interrelated that the management of social media
platforms is linked to the company's annual budget and its ability to purchase platforms and
so on. The number of those who strongly agreed was 23 and those who agreed were 18. The
highest value showing 4 means they strongly agree with the relationship of the budget to the
management of social media platforms. Including this question for the company's employees,
as there are discussions by major companies that social media platforms need a lot of money
to manage platforms and networks on the Internet, as it is not easy to buy platforms, networks
and websites to display the products and services provided by the company (Muninger, &
Hammedi, 2022) indeed, without money, companies cannot enter into major competitions,
but communication platforms need huge funds to manage them, and this is what makes it
difficult for some companies to manage social media platforms effectively .
Figure 4.6: Histogram results obj3.2
In response to a question about the effect of changing the content of applications on social
media platforms on achieving organizational goals, the standard deviation is 1.105, the
arithmetic mean is 3.18, and this indicates that the relationship is positive and correlated, as
the more the company updates the applications and ads on social media platforms so that they
are attractive and targeted to customers according to their needs and change their ideas about
the services and products provided by the companies. The highest value showing 4 means
strongly agree with the effect of changing the content of applications on social media
platforms on achieving organizational goals. The success of companies and the achievement
of organizational goals is related to changing the content on the platforms so that it is
contemporary with the ideas of customers.
In response to a question, does managing social media platforms improve customer service in
organizations, employee responses were 15 agree, 25 strongly agree, 2 strongly disagree, 2
neutrals, and 1 disagree. The standard deviation is 1, the arithmetic mean is 3.3, and this
indicates that the relationship is positive and correlated certainly companies can, by
managing social media platforms, improve customer service in organizations by observing
and analysing their responses. In addition, the companies should respond to customer
inquiries and focus on their satisfaction with the product or service provided by the company.
Exploiting the various media on the Internet and the sites where customers are located helps
the company to attract their opinions on the product or service that the company provides.
In response to question social media platforms help increase awareness of the company’s
brand, the employees’ responses were 25 strongly agree, 14 agree, 2 neutrals ,3 disagree, and
1strongly disagree. The standard deviation is 1, the arithmetic mean is 3.3, and this indicates
that the relationship is positive and correlated certainly companies can, by managing social
media platforms, improve customer service in organizations by observing and analysing their
responses The highest percentage included strongly agreeing and agreeing, and this shows the
importance of managing social media platforms in increasing brand awareness. Customers
obtain information about the product or service through social media platforms, especially at
the present time due to the concentration of people and their great use of the platforms.
Customers may not know a company, but when social media platforms appear, it is easy for
companies to display their services and products on the platforms, in order to increase
awareness of the brand for customers (Reyaee & Ahmed, 2015)
Figure 4.6: Histogram results obj4.1
The graph shows that the mean of this question is 3.4 and the standard deviation is 0.809. In
response to a question, information technology tools play a major role in managing social
media platforms, and this in turn enhances organizational performance. The number of
strongly agreeing was 24, agreeing 17, neutral 3, disagreeing 0, and strongly disagreeing 1.
Need to use what suits the objectives and content of the company in order to enhance the
organizational performance of the company. In the recent period, the tools are renewed,
which makes companies study the appropriate tools for the work and goals of the company to
reach the target audience and improve the company's organizational performance and
sustainability.
The responses about the best technology tools for managing social media platforms are
Hootset, which is used by Thawani Company, as it is the largest tool for managing social
media platforms and is used by international companies (Maiz & Fdez, 2016) the Hootsuite
tool is distinguished by its multi-capabilities system for measuring social metrics, running
ads, and scheduling content. In addition, the multiplicity of technology tools for managing
social media platforms according to the needs of the organization, and there are more
common tools in use, which are Sprout social, Buffer, and HubSport, as these tools provide
scheduling, publishing, and analytics features to social listening in order to manage customer
interaction. Moreover, technology management tools help expand your social media
presence, save time, and enhance customer engagement (Davis, 2012) Companies must
evaluate the features of each tool and determine the most appropriate according to the
company's needs and goals. Twitter and Instagram are among the active platforms that the
company must use the most appropriate tool to manage it well. The responses indicate that
Thawani uses Hootsuite because it is the best for the company's requirements and is the latest
in the market despite the presence of Facebook, which has been widely used by major
international companies for a long period of time.
Figure 4.6: results for obj4.4
The employees' responses to this question indicated that information technology tools
contribute to improving organizational performance and sustainability in Thawani Company
through improving automation, efficiency, collaboration, and customer participation in their
inquiries and data analysis. In addition, technology tools effectively assist in implementing
and monitoring campaigns on various communication platforms. Information technology is
currently working on entrepreneurship in successful ways, which makes the company settle
on remarkable success and growth in the competitive market (Khuntia & Sambamurthy,
2018) moreover, technology tools contribute to the implementation of new innovations for
the products and services provided by the company and thus enhance the level of the
company's offerings. Contemporary modern tools work to raise the level of the company at
the local and global levels, so that its strategies become of speed, effectiveness and accuracy
of operations. Technology tools specialized in managing social media platforms also
contribute to improving relations and enhancing diversification and coordination of the
company, which makes it stable in the market. Systems launched by companies using modern
tools contribute to enhancing the productivity and administrative capacity of the company.
Currently, information technology is seen as an important factor in economic and social
development. The world is in progress in terms of information technology and is one of the
important investments of the company in order to increase the gross domestic product of the
economy (Khuntia & Sambamurthy, 2018)
T-Test
Table: T-Test
The t values for all closed questions are high and the sample difference is less than 0.050 in
all questions. The t-test shows that the questions related to the four goals have a high
arithmetic mean, and the sample difference appears to be 0.000 less than 0.05, which means
that the test has been proven correct through the agreement of the responses from Thawani
Technologies Company to the questionnaire. Questions linked to hypotheses, which are the
positive relationship between managing social media platforms and organizational
performance, and the relationship of managing social media platforms and sustainability
through influence. The hypotheses were linked to four different research objectives, which
are the influence, factors, strategies, and technology tools affecting the management of social
media platforms for organizational performance and sustainability. It has already appeared
that the management of social media platforms is positive for the company's performance in
terms of productivity, improving efficiency, and introducing modern systems and
technologies that contribute to the organization's survival on successful sustainability.
Summary
This chapter discusses the results of the data obtained by the researcher from the employees
of Thawani Omani Company by answer the survey. The hypotheses of this study are
expected, as through the emergence of positive results that are consistent with the hypotheses
of the study, which are related to the positive relationship of managing social media
platforms on organizational performance and sustainability. The researcher discussed tables
and graphs to reach and prove the results. In addition to supporting data from the literature
review to show the justification and validity of the findings. The fifth chapter of the research
is the last chapter and it will include recommendations, conclusion, future research and
conclusions from the research.
CHAPTER 5
SUMMARY OF FINDINGS, CONCLUSION AND
RECOMMENDATIONS
5.1 Introduction
In this chapter, the results of data analysis will be discussed, as the results indicated that there
is a positive relationship between the management of social media platforms, organizational
performance, and the sustainability of the success of Thawani in the competitive market. This
part of the research will also include a comprehensive conclusion about the impact of
managing social media platforms on organizational performance and sustainability in
Thawani Technologies LLC. In addition to the results that the researcher will work through to
come up with recommendations for the project, limitations and future research, the inference
of the fourth chapter is made through the research survey. In addition, it will be a conclusion
that includes the most important points related to the project.
2. The strategies that the company sets are related to achieving the goals of managing social
media platforms, as the companies’ strategies are clear from the outset towards managing
social media platforms and employing a work team that is able to know things that
contribute to the success and growth of the company.
4. Developing the management of social media platforms is not an easy matter that requires
training and qualifying employees in managing modern technology and adapting with
tools related to management in order to succeed in displaying and publishing content and
observing customer responses through various platforms.
5. The results appear on the impact of social media platforms, to which most of the
respondents responded with strong attitudes. It is clear that the management of social
media platforms is related to the quality of the brand and survival in the market
competition in the market.
6. The results revealed that one of the factors affecting the management of social media
platforms is the company's budget, as managing social media platforms requires huge
amounts of money to purchase networks and management tools, so some companies
neglect managing platforms. In addition, Thawani Company, which was included in its
strategy, is the interest in managing social media platforms, which made it, although it is
new in the competition market, but gained many customers by providing programs that
facilitate electronic payment services.
7. The results revealed that Thawani uses the Hootsuite tool to easily obtain publications
and scheduling work through social media platforms in one place, even at one time. In
addition, it is not the best tool, but it is used at the present time in the company
(Muninger& Hammedi, 2022)
5.3 Conclusion
In conclusion, the results of the study reflected the fundamental view of the management of
social media platforms and their impact on the organizational performance and sustainability
of the company. The interest in managing social media platforms by companies and its
importance is under discussion and research. The results showed that Thawani Company's
interest in managing social media platforms improves its performance and continuity in the
competitive market. Although Thawani is new in the market until it has provided a lot to
customers and there is great loyalty to the brand through advertisements and the relationship
of social media platforms in guiding the company to the desire of the consumer. This study
showed the positive relationship between managing social media platforms and improving
the level of organizational performance and sustainability of the company. Thawani has been
interested in managing social media platforms since its inception. This research supports the
importance of considering the concept of managing social media platforms due to renewable
technology and consumers staying on platforms for more than half of the day. Statistics show
that the relationship is linked to attracting customers from the platforms and that high-level
companies are looking for customers from the platforms by trying to interpret their comments
and questions through the different platforms. The study linked the concept of managing
social media platforms to sustainability, and this helps the platforms to analyse and provide
what satisfies the customer to establish their local and even global status in the future. The
great expectation is that Thawani will become a global company due to its prominent interest
in managing social media platforms and using modern techniques and technology to facilitate
customer services.
5.4 Recommendations
There are special recommendations for Thawani Technologies Company after conducting a
research on the impact of managing social media platforms on organizational performance
and sustainability in the company, including:
Paying attention to training employees and equipping them with modern technology
changes and tools for managing social media platforms, in order to continue the process
of organizational improvement and sustainability of the company.
The need to develop interest strategies in addition to managing social media platforms in
order to follow up on consumers and use them as a basic means to communicate with
customers and monitor the quality of services provided by the company.
Emphasis on the company's staff to deal and adapt to dealing with the management of
social media platforms and the operation of an integrated special team that has the ability
to discover the needs of the marketing side of the company.
Renewing the use of technical tools, lack of stability on an old technology tool, and
considering what achieves success and bringing profits to the company, and this is
represented by moving towards technology and modern tools and preparing employees
for change.
Trying to follow effective strategies that achieve the organizational goals of the company
through its experience in discovering the company's mistakes, the efficiency of the
services provided, and customer satisfaction towards what the company offers, and then
adopting the best strategy.
Fighting the factors that impede the management of social media platforms, which are
represented in the rapid growth and change of technology, the price of the cost required to
manage the platforms, and others.
This research achieved the detection of the positive relationship through the impact of
managing social media platforms on the organizational performance and sustainability of
Thawani Company, where if attention and management procedures are implemented in
the required manner, the matter works on customer satisfaction and the continued success
of the company.
The responses indicated that the company used the Hootsuite tool to manage social media
platforms because it is the best and helps the company to schedule publications across
different platforms at one time, as the company sees the tool used as working to improve
the management of platforms at the present time (Hilary & Dumebi, 2021).
The responses also indicated the use of the Zoho tool, with its many uses and in one
place, to schedule publications across platforms.
5.5 Limitations
This study included limits on Thawani Company in the Sultanate of Oman, and the size of the
research sample consisted of 45 respondents. The research topic can be studied by other
companies to prove reliability and verify the results of this research. There are many
limitations to the researcher's interface when preparing the research, including obtaining a
large sample size within a short period of time to solve the research questionnaire. In addition
to the extreme difficulty in the company's recognition of the specific strategy for managing
social media platforms, and it was the reason for the success and continuity of the company
since the beginning of its appearance on the Omani market.
Braojos-Gomez, J., Benitez-Amado, J., & Llorens-Montes, F. J. (2015). How do small firms learn to
develop a social media competence?. International Journal of Information Management,
35(4), 443-458. https://doi.org/10.1016/j.ijinfomgt.2015.04.003
Eaves, Y. D. (2021). A synthesis technique for grounded theory data analysis. Journal of advanced
nursing, 35(5), 654-663. https://doi.org/10.1046/j.1365-2648.2001.01897.x
Huang, H., Chau, K. Y., Iqbal, W., & Fatima, A. (2022). Assessing the role of financing in
sustainable business environment. Environmental Science and Pollution Research, 1-18.
https://doi.org/10.1007/s11356-021-16118-0
Huang, H., Chau, K. Y., Iqbal, W., & Fatima, A. (2022). Assessing the role of financing in
sustainable business environment. Environmental Science and Pollution Research, 1-18.
https://doi.org/10.1007/s11356-021-16118-0
Jamieson, M. K., Govaart, G. H., & Pownall, M. (2022). Reflexivity in quantitative research: A
rationale and beginner's guide. Social and Personality Psychology Compass, e12735.
https://doi.org/10.1111/spc3.12735
Khuntia, J., Saldanha, T. J., Mithas, S., & Sambamurthy, V. (2018). Information technology and
sustainability: Evidence from an emerging economy. Production and Operations
Management, 27(4), 756-773. https://doi.org/10.1111/poms.12822
Kumar, A., Bezawada, R., Rishika, R., Janakiraman, R. and Kannan, P. (2016). ‘From social to sale:
the effects of firm-generated content in social media on customer behavior’, Journal of
Marketing, 80, (1) ,7–25. https:// doi: 10.1509/jm.14.0249
Magro, M. J. (2012). A review of social media use in e-government. Administrative Sciences, 2(2),
148-161. https://doi.org/10.1016/j.ijinfomgt.2015.04.003
Parveen, F., Jaafar, N. I., & Ainin, S. (2015). Social media usage and organizational performance:
Reflections of Malaysian social media managers. Telematics and informatics, 32(1), 67-78.
https://doi.org/10.1016/j.tele.2014.03.001
Sharma, D., & Kumar, N. (2022). Instruments Used in the Collection of Data in Research. Available
at SSRN 4138751. https://dx.doi.org/10.2139/ssrn.4138751
De Oliveira Santini, F., Ladeira, W. J., Pinto, D. C., Herter, M. M., Sampaio, C. H., & Babin, B. J.
(2020). Customer engagement in social media: a framework and meta-analysis. Journal of
the Academy of Marketing Science, 48, 1211-1228. Customer engagement in social media: a
framework and meta-analysis | SpringerLink
Zuhdi, S., Daud, A., Hanif, R., Nguyen, P. T., & Shankar, K. (2019). Role of social media marketing
in the successful implementation of business management. International Journal of Recent
Technology and Engineering, 8(2), 3841-3844. International Journal of Engineering &
Advanced Technology (IJEAT) (researchgate.net)
Phengsuwan, J., Shah, T., Thekkummal, N. B., Wen, Z., Sun, R., Pullarkatt, D., ... & Ranjan, R.
(2021). Use of social media data in disaster management: a survey. Future Internet, 13(2),
46. https://doi.org/10.3390/fi13020046
Enke, N., & Borchers, N. S. (2021). Social media influencers in strategic communication: A
conceptual framework for strategic social media influencer communication. In Social Media
Influencers in Strategic Communication (pp. 7-23). Routledge.
Social Media Influencers in Strategic Communication
Li, F., Larimo, J., & Leonidou, L. C. (2021). Social media marketing strategy: definition,
conceptualization, taxonomy, validation, and future agenda. Journal of the Academy of
Marketing Science, 49, 51-70. Social media marketing strategy: definition,
conceptualization, taxonomy, validation, and future agenda | SpringerLink
Ewing, M., Men, L. R., & O’Neil, J. (2019). Using social media to engage employees: Insights from
internal communication managers. International Journal of Strategic Communication, 13(2),
110-132. https://doi.org/10.1080/1553118X.2019.1575830
Sutherland, K. E. (2020). Strategic social media management: Theory and practice. Springer Nature.
Strategic Social Media Management: Theory and Practice | SpringerLink