Employee retention in call centre industry
Employee retention is a challenge in many organizations. Demographical and economic change have created a more confident and demanding employee, which makes it necessary for organizations to be competitive and work harder at meeting employees needs in order to retain their loyalty. The purpose of th...
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2012
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| Online Access: | http://eprints.utem.edu.my/id/eprint/15036/1/Employee%20retention%20in%20call%20centre%20industry.pdf http://eprints.utem.edu.my/id/eprint/15036/2/Employee%20retention%20in%20call%20centre%20industry.pdf |
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my-utem-ep.150362022-11-10T15:49:20Z Employee retention in call centre industry 2012 Sa'ad, Shukriwani HF Commerce Employee retention is a challenge in many organizations. Demographical and economic change have created a more confident and demanding employee, which makes it necessary for organizations to be competitive and work harder at meeting employees needs in order to retain their loyalty. The purpose of this study was to indentify the factors that impact employee retention in call centre organization. The literature review that framed of this study focused on employee retention, learning and working climate. The study was conducted using a set of questionnaire as the primary data to gathering strategy and recommendations were made based on the data that collected according to the topics reviewed in the literature section. From the study, learning does have no any relationship to intention to stay or employee retention in call centre. The selected demographic variables namely age, tenure and level of education also does have no relationship into employee retention in call centre. However, the variables under working climate namely pressure of work and following procedures has significant impact to employee retention in call centre. 2012 Thesis http://eprints.utem.edu.my/id/eprint/15036/ http://eprints.utem.edu.my/id/eprint/15036/1/Employee%20retention%20in%20call%20centre%20industry.pdf text en public http://eprints.utem.edu.my/id/eprint/15036/2/Employee%20retention%20in%20call%20centre%20industry.pdf text en validuser https://plh.utem.edu.my/cgi-bin/koha/opac-detail.pl?biblionumber=84879&query_desc=kw%2Cwrdl%3A%200000106700 mphil masters Universiti Teknikal Malaysia Melaka Faculty of Technology Management and Technopreneurship Rajiani, Ismi |
| institution |
Universiti Teknikal Malaysia Melaka |
| collection |
UTeM Repository |
| language |
English English |
| advisor |
Rajiani, Ismi |
| topic |
HF Commerce |
| spellingShingle |
HF Commerce Sa'ad, Shukriwani Employee retention in call centre industry |
| description |
Employee retention is a challenge in many organizations. Demographical and economic change have created a more confident and demanding employee, which makes it necessary for organizations to be competitive and work harder at meeting employees needs in order to retain their loyalty. The purpose of this study was to indentify the factors that impact employee retention in call centre organization. The literature review that framed of this study focused on employee retention, learning and working climate. The study was conducted using a set of questionnaire as the primary data to gathering strategy and recommendations were made based on the data that collected according to the topics reviewed in the literature section. From the study, learning does have no any relationship to intention to stay or employee retention in call centre. The selected demographic variables namely age, tenure and level of education also does have no relationship into employee retention in call centre. However, the variables under working climate namely pressure of work and following procedures has significant impact to employee retention in call centre. |
| format |
Thesis |
| qualification_name |
Master of Philosophy (M.Phil.) |
| qualification_level |
Master's degree |
| author |
Sa'ad, Shukriwani |
| author_facet |
Sa'ad, Shukriwani |
| author_sort |
Sa'ad, Shukriwani |
| title |
Employee retention in call centre industry |
| title_short |
Employee retention in call centre industry |
| title_full |
Employee retention in call centre industry |
| title_fullStr |
Employee retention in call centre industry |
| title_full_unstemmed |
Employee retention in call centre industry |
| title_sort |
employee retention in call centre industry |
| granting_institution |
Universiti Teknikal Malaysia Melaka |
| granting_department |
Faculty of Technology Management and Technopreneurship |
| publishDate |
2012 |
| url |
http://eprints.utem.edu.my/id/eprint/15036/1/Employee%20retention%20in%20call%20centre%20industry.pdf http://eprints.utem.edu.my/id/eprint/15036/2/Employee%20retention%20in%20call%20centre%20industry.pdf |
| _version_ |
1776103091079217152 |