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A Study on Factors Influencing Call Center Employee Job Satisfaction

Voon, Kui Fun (2011) A Study on Factors Influencing Call Center Employee Job Satisfaction. Masters thesis, Universiti Utara Malaysia.

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Abstract

Although there is a much study on job satisfaction, relatively little empirical study today in Malaysia context. Thus, it emphasizes that there is still a need to conduct additional research to filling the gaps that have not been solved in the current study. The main purpose of this study was to investigate the factors affecting job satisfaction at call center. This study was conducted at Sing Tell call center. The data was collected and administered of a structured questionnaire based on the job descriptive index (JDI) and Minnesota job satisfaction questionnaire (MSQ).Questionnaires were used to obtain data for this research. A total of 169 respondents were randomly selected as the sample of study. The study showed that organizational factors such as working condition and promotion significantly affected call center employees job satisfaction. For individual factors, result showed that they are differences between male and female employees on job satisfaction. The research provided a better understanding regarding the factors affecting job satisfaction in call center.

Item Type: Thesis (Masters)
Uncontrolled Keywords: job satisfaction, call center, organizational factors, individual factors.
Subjects: H Social Sciences > HF Commerce. > HF5549-5549.5 Personnel Management. Employment
Divisions: College of Business (COB)
Depositing User: Mr Husni Ismail
Date Deposited: 27 Mar 2012 02:21
Last Modified: 24 Apr 2016 01:37
URI: http://etd.uum.edu.my/id/eprint/2789

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