Factors that influence job performance amongst workers in call center

This study is conducted to determine the significance of role stress, personality factors and workload factors of a worker’s job performance from a call center job. This study has been conducted across all random call center agencies across the state of Penang, with a total of 162 respondents who ha...

Full description

Saved in:

Bibliographic Details
Main Author:	Kunasegaran, Moorthy
Format:	Thesis
Language:	eng eng eng
Published:	2021
Subjects:	HF5549-5549.5 Personnel Management Employment
Online Access:	https://etd.uum.edu.my/9993/1/depositpermission-not%20allow_s824092.pdf https://etd.uum.edu.my/9993/2/s824092_01.pdf https://etd.uum.edu.my/9993/3/s824092_02.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.9993
record_format	uketd_dc
spelling	my-uum-etd.99932022-10-27T00:52:09Z Factors that influence job performance amongst workers in call center 2021 Kunasegaran, Moorthy Hassan, Zuraida School of Business Management School of Business Management HF5549-5549.5 Personnel Management. Employment This study is conducted to determine the significance of role stress, personality factors and workload factors of a worker’s job performance from a call center job. This study has been conducted across all random call center agencies across the state of Penang, with a total of 162 respondents who have provided their respective feedback. The data has been collected in a form of a questionnaire which has been uploaded and distributed through Google Forms, as the current Covid-19 pandemic only allows minimal to no movement unless necessary. All the data collected is then tabulated and analysed using the Statistical Package for the Social Science (SPSS). Prior to conducting the analysis, the underpinning theory is further reviewed to ensure it supports the framework in which the questionnaires has been drafted upon. A reliability test using Cronbach’s Alpha has been conducted to ensure the data collected is reliable for further analysis, to which it passed. The data is further analysed using Pearson’s Correlation Analysis, where a value closer to “1” is most sought, moving either in the “-“ or “+” direction, to which it passed in the positive correlation. The data is then further analysed using the Multiple Regression Analysis, which is used to determine the strength of correlation and also to determine if the independent variables are significantly connected to job performance, to which all three independent variables are significantly related to the job performance. Hence, to ensure an improvement in a worker’s job performance from a call center environment, it is important to improve in terms of role stress, personality factors and workload factors. 2021 Thesis https://etd.uum.edu.my/9993/ https://etd.uum.edu.my/9993/1/depositpermission-not%20allow_s824092.pdf text eng staffonly https://etd.uum.edu.my/9993/2/s824092_01.pdf text eng staffonly https://etd.uum.edu.my/9993/3/s824092_02.pdf text eng staffonly other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Hassan, Zuraida
topic	HF5549-5549.5 Personnel Management Employment
spellingShingle	HF5549-5549.5 Personnel Management Employment Kunasegaran, Moorthy Factors that influence job performance amongst workers in call center
description	This study is conducted to determine the significance of role stress, personality factors and workload factors of a worker’s job performance from a call center job. This study has been conducted across all random call center agencies across the state of Penang, with a total of 162 respondents who have provided their respective feedback. The data has been collected in a form of a questionnaire which has been uploaded and distributed through Google Forms, as the current Covid-19 pandemic only allows minimal to no movement unless necessary. All the data collected is then tabulated and analysed using the Statistical Package for the Social Science (SPSS). Prior to conducting the analysis, the underpinning theory is further reviewed to ensure it supports the framework in which the questionnaires has been drafted upon. A reliability test using Cronbach’s Alpha has been conducted to ensure the data collected is reliable for further analysis, to which it passed. The data is further analysed using Pearson’s Correlation Analysis, where a value closer to “1” is most sought, moving either in the “-“ or “+” direction, to which it passed in the positive correlation. The data is then further analysed using the Multiple Regression Analysis, which is used to determine the strength of correlation and also to determine if the independent variables are significantly connected to job performance, to which all three independent variables are significantly related to the job performance. Hence, to ensure an improvement in a worker’s job performance from a call center environment, it is important to improve in terms of role stress, personality factors and workload factors.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Kunasegaran, Moorthy
author_facet	Kunasegaran, Moorthy
author_sort	Kunasegaran, Moorthy
title	Factors that influence job performance amongst workers in call center
title_short	Factors that influence job performance amongst workers in call center
title_full	Factors that influence job performance amongst workers in call center
title_fullStr	Factors that influence job performance amongst workers in call center
title_full_unstemmed	Factors that influence job performance amongst workers in call center
title_sort	factors that influence job performance amongst workers in call center
granting_institution	Universiti Utara Malaysia
granting_department	School of Business Management
publishDate	2021
url	https://etd.uum.edu.my/9993/1/depositpermission-not%20allow_s824092.pdf https://etd.uum.edu.my/9993/2/s824092_01.pdf https://etd.uum.edu.my/9993/3/s824092_02.pdf
_version_	1747828717407698944

Factors that influence job performance amongst workers in call center

Similar Items