The Effect of Training and Development on Employees’ Performance in a Selected Call Centre in Kuala Lumpur, Malaysia

The purpose of this research is to examine the effect of training needs assessment, training methods, training content, and employee development programs on employees’ performance. Data were collected using online survey through Google Form. The sample included 115 employees of a private call centre...

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Main Author:	Kasturi, Rajasekar
Format:	Thesis
Language:	eng eng eng
Published:	2020
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/9036/1/s824426_01.pdf https://etd.uum.edu.my/9036/2/s824426_02.pdf https://etd.uum.edu.my/9036/3/824426%20REFERENCES.docx
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id	my-uum-etd.9036
record_format	uketd_dc
spelling	my-uum-etd.90362023-10-18T08:14:01Z The Effect of Training and Development on Employees’ Performance in a Selected Call Centre in Kuala Lumpur, Malaysia 2020 Kasturi, Rajasekar Adnan, Zurina Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5001-6182 Business HF5549-5549.5 Personnel Management. Employment The purpose of this research is to examine the effect of training needs assessment, training methods, training content, and employee development programs on employees’ performance. Data were collected using online survey through Google Form. The sample included 115 employees of a private call centre in Klang Valley. Statistical Package for Social Science (SPSS) was used to test the effect of independent variables on the dependent variable. Descriptive analysis was used to analyse the background of the respondents, whereas inferential statistics (Regression analysis) was used to analyse and test the hypotheses. Findings from this research showed that only training content and employee development programs had significant effect on employees’ performance, whereas training needs assessment and training methods did not show any significant effect on employees’ performance. Out of two independent variables that have significant effects, only training content showed positive effect on employees’ performance thus, supported the hypothesis postulated. The findings of this study suggested that training content should be given high attention whenever the management of the call centre decide to provide training to their employees as it could affect employees’ performance positively. Furthermore, this study was carried out in a single call centre, therefore the findings cannot be generalized to other call centres. Future research is hoped to extend the current scope of the research to include more call centres throughout the country. 2020 Thesis https://etd.uum.edu.my/9036/ https://etd.uum.edu.my/9036/1/s824426_01.pdf text eng public https://etd.uum.edu.my/9036/2/s824426_02.pdf text eng public https://etd.uum.edu.my/9036/3/824426%20REFERENCES.docx text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Adnan, Zurina
topic	HF5001-6182 Business HF5001-6182 Business
spellingShingle	HF5001-6182 Business HF5001-6182 Business Kasturi, Rajasekar The Effect of Training and Development on Employees’ Performance in a Selected Call Centre in Kuala Lumpur, Malaysia
description	The purpose of this research is to examine the effect of training needs assessment, training methods, training content, and employee development programs on employees’ performance. Data were collected using online survey through Google Form. The sample included 115 employees of a private call centre in Klang Valley. Statistical Package for Social Science (SPSS) was used to test the effect of independent variables on the dependent variable. Descriptive analysis was used to analyse the background of the respondents, whereas inferential statistics (Regression analysis) was used to analyse and test the hypotheses. Findings from this research showed that only training content and employee development programs had significant effect on employees’ performance, whereas training needs assessment and training methods did not show any significant effect on employees’ performance. Out of two independent variables that have significant effects, only training content showed positive effect on employees’ performance thus, supported the hypothesis postulated. The findings of this study suggested that training content should be given high attention whenever the management of the call centre decide to provide training to their employees as it could affect employees’ performance positively. Furthermore, this study was carried out in a single call centre, therefore the findings cannot be generalized to other call centres. Future research is hoped to extend the current scope of the research to include more call centres throughout the country.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Kasturi, Rajasekar
author_facet	Kasturi, Rajasekar
author_sort	Kasturi, Rajasekar
title	The Effect of Training and Development on Employees’ Performance in a Selected Call Centre in Kuala Lumpur, Malaysia
title_short	The Effect of Training and Development on Employees’ Performance in a Selected Call Centre in Kuala Lumpur, Malaysia
title_full	The Effect of Training and Development on Employees’ Performance in a Selected Call Centre in Kuala Lumpur, Malaysia
title_fullStr	The Effect of Training and Development on Employees’ Performance in a Selected Call Centre in Kuala Lumpur, Malaysia
title_full_unstemmed	The Effect of Training and Development on Employees’ Performance in a Selected Call Centre in Kuala Lumpur, Malaysia
title_sort	effect of training and development on employees’ performance in a selected call centre in kuala lumpur, malaysia
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2020
url	https://etd.uum.edu.my/9036/1/s824426_01.pdf https://etd.uum.edu.my/9036/2/s824426_02.pdf https://etd.uum.edu.my/9036/3/824426%20REFERENCES.docx
_version_	1783729382938902528

The Effect of Training and Development on Employees’ Performance in a Selected Call Centre in Kuala Lumpur, Malaysia

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