UUM Electronic Theses and Dissertation
UUM ETD | Universiti Utara Malaysian Electronic Theses and Dissertation
FAQs | Feedback | Search Tips | Sitemap

The factors that cause stress among a multinational call centre company workers in Klang Valley

Sumathi, Thachanamurthy (2019) The factors that cause stress among a multinational call centre company workers in Klang Valley. Masters thesis, Universiti Utara Malaysia.

[thumbnail of s821800_01.pdf]
Preview
Text
s821800_01.pdf

Download (1MB) | Preview
[thumbnail of s821800_02.pdf]
Preview
Text
s821800_02.pdf

Download (1MB) | Preview

Abstract

The purpose of this study is to determine the factors that cause stress among customer care officers (CCOs) at an inbound call centre in Klang Valley. The independent variables are perceived organizational support, workload and customer verbal aggression while the dependent variable is occupational stress. This study also determine the level of work stress faced by the employees. A total of 94 employees participated in this study by answering survey questionnaire. Data was collected through 61 items questionnaires on a five-point Likert and another 12 items were demographic questions. Data were analyzed using descriptive statistics (mean and standard deviation) and inferential statistics (correlation and multiple regressions). The finding from this study showed that perceived organizational support, workload and customer verbal aggression have a significant relationship with occupational stress. The study also revealed that the overall work stress among respondents were moderate.
Meanwhile, based on multiple regression result, 39.7% of the occupational stress is
explained by the factors studied. The most influential factor is workload, followed by
customer verbal aggression and least influencing factor is perceived organizational support. This study would like to suggest to human resource managers of the call centre to reduce the stress level among CCOs by implementing stress reducing mechanism such as stress reduction workshops and exercises, counselling, team building, giving
more breaks in between calls and also rotating their shifts. Besides that, this study may
also be beneficial to Department of Occupational Safety and Health (DOSH) in Malaysia, since occupational stress is one of the occupational disease. This study will give an idea for DOSH to formulate new strategies and improve the enforcement of OSH in the workplace.

Item Type: Thesis (Masters)
Supervisor : Zulkifly, Syazwan Syah and Mohd Isa, Mohd Faizal
Item ID: 7899
Uncontrolled Keywords: customer care officers, occupational stress, perceived organizational support, call centre
Subjects: H Social Sciences > HD Industries. Land use. Labor. > HD28-70 Management. Industrial Management
Divisions: Othman Yeop Abdullah Graduate School of Business
Date Deposited: 01 Nov 2020 00:45
Last Modified: 15 Mar 2023 01:55
Department: Othman Yeop Abdullah Graduate School of Business
Name: Zulkifly, Syazwan Syah and Mohd Isa, Mohd Faizal
URI: https://etd.uum.edu.my/id/eprint/7899

Actions (login required)

View Item
View Item