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...

وصف كامل

محفوظ في:
التفاصيل البيبلوغرافية
المؤلف الرئيسي: Rissa, Pramita
التنسيق: أطروحة
اللغة:eng
eng
منشور في: 2021
الموضوعات:
الوصول للمادة أونلاين:https://etd.uum.edu.my/10151/1/depositpermission_s826426.pdf
https://etd.uum.edu.my/10151/2/s826426_01.pdf
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spelling my-uum-etd.101512022-12-18T02:02:30Z The impact of job stress, perceived organizational support, and work motivation on employee's performance in call center companies in Kuala Lumpur 2021 Rissa, Pramita Zakariya, Noor Hafiza School of Business Management School of Business Management HF5549-5549.5 Personnel Management. Employment 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. 2021 Thesis https://etd.uum.edu.my/10151/ https://etd.uum.edu.my/10151/1/depositpermission_s826426.pdf text eng staffonly https://etd.uum.edu.my/10151/2/s826426_01.pdf text eng public other masters Universiti Utara Malaysia
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Zakariya, Noor Hafiza
topic HF5549-5549.5 Personnel Management
Employment
spellingShingle HF5549-5549.5 Personnel Management
Employment
Rissa, Pramita
The impact of job stress, perceived organizational support, and work motivation on employee's performance in call center companies in Kuala Lumpur
description 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.
format Thesis
qualification_name other
qualification_level Master's degree
author Rissa, Pramita
author_facet Rissa, Pramita
author_sort Rissa, Pramita
title The impact of job stress, perceived organizational support, and work motivation on employee's performance in call center companies in Kuala Lumpur
title_short The impact of job stress, perceived organizational support, and work motivation on employee's performance in call center companies in Kuala Lumpur
title_full The impact of job stress, perceived organizational support, and work motivation on employee's performance in call center companies in Kuala Lumpur
title_fullStr The impact of job stress, perceived organizational support, and work motivation on employee's performance in call center companies in Kuala Lumpur
title_full_unstemmed The impact of job stress, perceived organizational support, and work motivation on employee's performance in call center companies in Kuala Lumpur
title_sort impact of job stress, perceived organizational support, and work motivation on employee's performance in call center companies in kuala lumpur
granting_institution Universiti Utara Malaysia
granting_department School of Business Management
publishDate 2021
url https://etd.uum.edu.my/10151/1/depositpermission_s826426.pdf
https://etd.uum.edu.my/10151/2/s826426_01.pdf
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