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Study on the Intention Factors to Quit Amongst Customer Service Representative (CSR) in TM Point: A Case in TMPoint in Klang Valley

Mohd Khairul Akmal, Md Sidek (2011) Study on the Intention Factors to Quit Amongst Customer Service Representative (CSR) in TM Point: A Case in TMPoint in Klang Valley. Masters thesis, Universiti Utara Malaysia.

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Abstract

Customer service representative (CSR) plays the important role within the operation of service organization orientation. However, the turnover among CSR is high in the most countries. Thus, the organization need to take into consideration the factors like human resources practice, organizational Climate, and job satisfaction which will cause the tendency of CSRs to find other job which fulfilling their needs. Therefore, the purpose of this study is to identify the relationship and influence of three independent variables which is human resource management practices, organizational climate and job satisfaction on intention of employees to leave the organization as dependent variable. This study is implemented by covering 73 of CSRs who are working in TMpoint in Klang Valley. Mean, Standard Deviation, Pearson Correlation and Linear Regression are used to achieve the research objectives. The mean analysis shows the level of employees' agreement on HRM practices; organizational climate and job satisfaction are moderate. The Pearson Correlation result shows that there is very high positive significant relationship between HRM practices and job satisfaction on employees' intention to quit. While, the linear regression analysis shows that the job satisfaction factor is the most influential factor (B = .832, p = .000) on intention of employees to quit from TMpoint Klang Valley. This study proposes that to reduce the intention of CSRs to quit, TMpoint in Klang valley need to review the HRM practices factor and job satisfaction in their organization.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Human Resource Management, Intention to Quit, Customer Service Representative (CSR), TMPoint
Subjects: H Social Sciences > HF Commerce. > HF5549-5549.5 Personnel Management. Employment
Divisions: College of Business (COB)
Depositing User: Mr Husni Ismail
Date Deposited: 05 Oct 2011 02:10
Last Modified: 19 Apr 2016 03:08
URI: http://etd.uum.edu.my/id/eprint/2446

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