The impact of job stress, perceived organizational support, and work motivation on employee's performance in call center companies in Kuala Lumpur
Employees are one of the company's human resources. Employee performance in the workplace is critical to achieving company objectives. Employees must be truly knowledgeable in their fields and capable of providing excellent service. Job stress, perceived organisational support, and work motivat...
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| Main Author: | |
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| Format: | Thesis |
| Language: | eng eng |
| Published: |
2021
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| Subjects: | |
| Online Access: | https://etd.uum.edu.my/10151/1/depositpermission_s826426.pdf https://etd.uum.edu.my/10151/2/s826426_01.pdf |
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| Summary: | Employees are one of the company's human resources. Employee performance in the workplace is critical to achieving company objectives. Employees must be truly knowledgeable in their fields and capable of providing excellent service. Job stress, perceived organisational support, and work motivation might significantly impact an employee's performance. The purpose of this study is to determine how job stress, perceived organisational support, and work motivation affect employee performance in call centers. The study was conducted in three call center companies in Kuala Lumpur, Malaysia. In this study, customer service representatives
were used as respondents. The research was conducted by distributing the questionnaires to 337 people, and only 306 survey responses were valid and could be analyzed by the researcher.
The data collection technique used was a questionnaire distributed for further analysis. The descriptive analysis methods used are reliability analysis, analysis of correlations, and multiple regression analysis. According to the research findings, job stress, perceived organizational support, and work motivation all have a significant impact on employee performance at call center companies in Kuala Lumpur, Malaysia. As shown in the results of the analysis of the
coefficient of determination, it is stated that job stress, perceived organizational support, and work motivation has an effect of 79.2% on employee performance. Also, these findings will help the company management take necessary measures to enhance customer service employee performance in call center companies. |
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