Determinants Of Employees’ Performance At The Inland Revenue Board Of Malaysia (IRBM) Tax Collection Call Center

This research aims to examine the influence of staff motivation, work environment, training, and skill development on the work performance of employees in the tax collection call centers of the Inland Revenue Board of Malaysia. The significance of this study lies in its potential to address the cons...

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Main Author:	Norafika, Saopi
Format:	Thesis
Language:	eng eng
Published:	2024
Subjects:	HD58.9 Organizational Effectiveness.
Online Access:	https://etd.uum.edu.my/11376/1/s831489_01.pdf https://etd.uum.edu.my/11376/2/s831489_02.pdf
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id	my-uum-etd.11376
record_format	uketd_dc
spelling	my-uum-etd.113762024-10-13T00:40:20Z Determinants Of Employees’ Performance At The Inland Revenue Board Of Malaysia (IRBM) Tax Collection Call Center 2024 Norafika, Saopi Mohamad Yusof, Nor Zalina College of Business (COB) College of Business HD58.9 Organizational Effectiveness. This research aims to examine the influence of staff motivation, work environment, training, and skill development on the work performance of employees in the tax collection call centers of the Inland Revenue Board of Malaysia. The significance of this study lies in its potential to address the consequences of declining employee performance, which could lead to increased uncollected tax debt. A quantitative approach was employed, utilizing a survey questionnaire distributed to 161 tax officers working in the tax collection call centers and department. The findings reveal that while staff motivation and work environment do not have significant positive impacts on employee performance, training and skill development are key factors that positively influence performance. This study offers valuable insights for call center managers involved in tax debt collection, highlighting the importance of strategic human resource management to enhance both employee performance and the overall effectiveness of the tax collection call center. 2024 Thesis https://etd.uum.edu.my/11376/ https://etd.uum.edu.my/11376/1/s831489_01.pdf text eng 2027-05-31 staffonly https://etd.uum.edu.my/11376/2/s831489_02.pdf text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Mohamad Yusof, Nor Zalina
topic	HD58.9 Organizational Effectiveness.
spellingShingle	HD58.9 Organizational Effectiveness. Norafika, Saopi Determinants Of Employees’ Performance At The Inland Revenue Board Of Malaysia (IRBM) Tax Collection Call Center
description	This research aims to examine the influence of staff motivation, work environment, training, and skill development on the work performance of employees in the tax collection call centers of the Inland Revenue Board of Malaysia. The significance of this study lies in its potential to address the consequences of declining employee performance, which could lead to increased uncollected tax debt. A quantitative approach was employed, utilizing a survey questionnaire distributed to 161 tax officers working in the tax collection call centers and department. The findings reveal that while staff motivation and work environment do not have significant positive impacts on employee performance, training and skill development are key factors that positively influence performance. This study offers valuable insights for call center managers involved in tax debt collection, highlighting the importance of strategic human resource management to enhance both employee performance and the overall effectiveness of the tax collection call center.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Norafika, Saopi
author_facet	Norafika, Saopi
author_sort	Norafika, Saopi
title	Determinants Of Employees’ Performance At The Inland Revenue Board Of Malaysia (IRBM) Tax Collection Call Center
title_short	Determinants Of Employees’ Performance At The Inland Revenue Board Of Malaysia (IRBM) Tax Collection Call Center
title_full	Determinants Of Employees’ Performance At The Inland Revenue Board Of Malaysia (IRBM) Tax Collection Call Center
title_fullStr	Determinants Of Employees’ Performance At The Inland Revenue Board Of Malaysia (IRBM) Tax Collection Call Center
title_full_unstemmed	Determinants Of Employees’ Performance At The Inland Revenue Board Of Malaysia (IRBM) Tax Collection Call Center
title_sort	determinants of employees’ performance at the inland revenue board of malaysia (irbm) tax collection call center
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2024
url	https://etd.uum.edu.my/11376/1/s831489_01.pdf https://etd.uum.edu.my/11376/2/s831489_02.pdf
_version_	1813495782409502720

Determinants Of Employees’ Performance At The Inland Revenue Board Of Malaysia (IRBM) Tax Collection Call Center

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