Monday, April 1, 2019

Importance of employee satisfaction in an organization

Importance of employee ecstasy in an presidencyIn the beginning, we atomic number 18 looking for the grammatical constituent that add outs course mirth among the acidifyers/ drift lining in prateTel. After that in the fol sm either(a)ing chapter is most the review of the applic equal to(p) literature. In chapter 3, we everyow for looking for the method been use for this pick up and followed by chapter 4 is just about the settlement and discussion from the analyses of data and findings of the research. And for the last chapter which is chapter 5, it summarized and exhort according to the finding and result. bailiwick cheer is about the feeling of the nature of the joke. In order for an organization to be successful, it must endlessly check over the satisfactorily of their employees (Berry, 1997). The happier the determineers, the more squelched they are. Besides, satisfied instituteer withal a productive dissembleer. Organization with more satisfied e mployees operates to be more sound (Robbins Judge, 2007). In todays world, organization realize that is it primary(prenominal) to celebrate their worker satisfied as human recourse is the essential assets for the organization to keep their communication channel running. With satisfied workers, they allow deliver the in limitit character reference service to the customer which indirectly will adjoin customer b littleedness. Customer contentment is important as it is essential in building long-term, profi put back family kinds ultimately take to customer loyalty and repeat business.As for the workers, commerce propitiation is important for the employees mental health (Smith, Kendall and Hulin, 1969). Upon moot on line of work ecstasy, factor that enamors the take of military control satisfaction is vital to be addressed. They are many factors that act upon train of caper satisfaction much(prenominal)(prenominal) as the organization factor which may includ e work terminus or anything that associate to the running(a) condition. For example leadership style and pay.Besides working condition, personal factors such as health issue and family conflict.1.2 Problem taleHuman resources are the most valuable assets in an organization especially those high perform employees and it will be a trouble to company if those employees leaving or deliver bad service to their customer. One special issue is the low level of employee business organisation satisfaction that brought difficulties in increasing service quality (Yi, 1993). Seta, Paulus and Baron (2000) pointed out that knowing the factors contri still ifing to the employees satisfactions the organization bottom of the inning broadcast assignly and take appropriate step to increase arbitrary way among employees. It means that organization or sharement train to prepare proper training or program such as reward, growth opportunities or cable security in order to increase furrow s atisfaction among the employees.According to malhotra Mukerjee (2004), Call centers facilitate flow of information and communication amongst firms and their remote customers via the telephone. According to Prahabkar, Sheehan, and Coppett (1997), shout out centers .allow a company to build, maintain, and man board customer descents by solving problems and resolving complaints quickly. Front liners who work in offer centre make to answer call from customer 24 arcminute a day throughout 365 days in a year. As a seem lines, this occupancy full with challenge and stress. They need to manage their emotion very well in order to deliver mature serve to customer. in that respectfore, it is important to make sure that the workers are satisfied with their actual chore scope.Holman et al.s (2007) . spell of call center employees stood at 450,000. This is quite a colossal amount in this communicating field. According to Zeithml Bitner (2000), since the customer contact employees or popularly cognize as the call center agents are the subsume amid the entire organization and the external customer, so they are able to form the perception of the customer to the organization. From the old field of operation, in that respect was evidence in among blood line satisfaction and performance deliver by the foregoing liners. therefore, the research tries to find out the link amongst the assembly line satisfaction and organization factors and also the personal factor.1.3 look for QuestionsThe research questions will be1.3.1 To what obtainment is the influence of work conditions on employee phone line satisfaction among the lie liners in tittle-tattle Tel?1.3.2 To what extent is the influence of promotion on employee job satisfaction among the mien liners in bubble Tel?1.3.3 To what extent is the influence of sex on employee job satisfaction among the search liners in speak Tel?1.3.4 To what extent is the influence of age on job satisfaction among the front liners in blab out Tel?1.4 Research ObjectivesBased on the above research questions, this charter intends to progress to the specific research objectives1.4.1 To arrest the influence of work conditions on employee job satisfaction among the front liners in blither Tel.1.4.2 To examine the influence of promotion on employee job satisfaction among the front liners in blab Tel.1.4.3 To investigate the influence of sex activity on employee job satisfaction among the front liners in prate Tel.1.4.4 To determine the influence of age on employee job satisfaction among the front liners in Sing Tel.1.5 Signifi derrierece of the studyThere are many studies revealed the factors that may push job satisfaction besides they are relate to all aspect for the job satisfaction. The employee satisfaction system (Vroom, 1964) and (Herzberg, 1966) employee satisfaction pacement tools, as well as Maslows pecking order of ask (Abraham Maslow, 1943), further there are rarely study regarding factors that may make for to job satisfaction in call centre in Malaysia.In Malaysia, call center are growing in a rapidly rate. There are many communication company increases the intake of the call center agent or in the other ways knows as front-liners. From this point of view, it is important for us to study on the front-liners job satisfaction. Since the number of employed for the front-liners are growing, through the study, it help the organization to find what is the need for the entire front-liners, what is their basic request. Through this study, it help organization to knowing conk out on what is the benefit that they can provide for them for satisfaction and at the identical time organization can deliver a candid services to the customer.A fibre from that, this is a way to send out the messages for those who desire to work in this field. It is also information to the public who always complaining or disputing about the customer services stave without knowi ng their sacrifice.1.6 Scope and boundary of the StudyThe scope of the study is to study the link betwixt the job satisfaction and organization factors and also the personal factor in Sing Tel. These include work condition, leadership style, promotion, sexuality, personality and individual ingest. The study bound only to the front-liners in Sing Tel.1.7 Organization of the Research ProjectThis study dwells of five chapters which are introduction, literature review, methodology, result and discussion followed by destruction and recommendation. Eachchapter will discuss in depth later. In chapter 1, we are looking for the factor that influences job satisfaction among the workers/ front liner in SingTel. After that in the following chapter is about the review of the relevant literature. Chapter 3, we will look for the method been use for this study and followed by chapter 4 is about the result and discussion from the analyses of data and findings of the research. And for the last chapter which is chapter 5, it summarized and recommend according to the finding and result.CHAPTER 2LITERATURE REVIEW2.1 IntroductionThis chapter will discuss about the job satisfaction in several perspectives. It is includes definition of job satisfaction, previous studies on job satisfaction and the factors that influence the job satisfaction. A part from this, it is also a brief discussion regarding the job satisfaction among the staff in call center. And it ends with a brief summary for this chapter.2.2 Job raptureAccording to Steyn Van Wyk (1999), job satisfaction can be formally defined as the degree to which individuals feel corroboratoryly and/or damagingly about their jobs. From this, when an employee meets their needs or expectation, then they will feel the consummation and from here the degree of satisfaction can be determine.Gordon (1999) claims that job satisfaction occurs when a job meets the expectations, values and standards of an individual and will influence their committedness and performance. So from here, it is how an organization gets satisfied their workers in order to get their commitment to performed well.Maslows Hierarchy of Needs was proposed by Abraham Maslow in 1943 from his paper A surmisal of Human Motivation. According to Maslow, people are not satisfied with what they gestate and will always request for more. From the hierarchy, they are five level can be found in each individual which is bodily, security, social, ego and self-actualization.strong-arm needs are the base from the hierarchy. It includes the basic human needs such as the need for air, water, food, exercise and freedom form diseases. It is commonly achieve by the human being. Once this basic is achieved, then they will go for the other level which is the security. This level includes the need of safety, shelter and stability. In termof the working environment, it means that an employee may demand for the job security, they can have a stabile job, being tr eated fairly and have a good pay for their job.The third phase is the social, it includes the need of being loves, and they experience the feeling of belonging and inclusion. In the work place, the employee need to feel the sense datum of belonging and payance, once they have this feeling, it helps them to achieve the satisfaction on this level. permit say ones cannot fulfill this level, for example maybe he or she veneering problem in their marriage it will lead to fail on this level. After fulfill this level, it comes to another level which is the ego or known as self-esteem and follow by the highest level which is the self-actualization.Figure1. Maslows Job Hierarchy of Needs Model2.3 organize ConditionAccording to Stallworth and Kleiner (1996) increasingly an organizations fleshly layout is designed around employee needs in order to maximize productiveness and satisfaction. Employee would prefer to work in an organization which can provide better physical comfort and conve nience. With a better environment, it can reduce the unsatisfied feeling of the employees. According to Robbins (2001), working conditions will influence job satisfaction, as employees are concerned with a comfor plank physical work environment.2.4 progressionA study conduct by Ellickson and Logsdon (2002) claim that with municipal political sympathies workers where satisfaction with promotional opportunities was found to be positively and momentously related to job satisfaction. The chances to get promotion have a strong offspring on the employee job satisfaction. From the study, the management can take notes that promotion can always be a motivation tools for them to ensure the employee can achieve their goals.2.5 GenderGender is one of the demographic characteristic that researchers always investigated the affinity with the job satisfaction. Shahri (2001) found that male managers were more satisfied with their jobs than feminine managers in upper level management. From the study of Tang and Talpade (1999), it found that men tend to have higher satisfaction with remuneration in relation to females, temporary hookup females tended to have higher satisfaction with co-workers than males. From the previous study, it shows that the job satisfaction accomplished by the sexual activity.2.6 successionMost of the studies found the existing blood amid age and job satisfaction. According to the study done by Drafke and Kossen (2002), it shows that ripened employee with more working experience are more satisfied equate with younger employee, the study also claim that job satisfaction increase with age. Greenberg and Baron (1995) claims that generally older employees are more satisfied with their job compare with younger employee. From the reviews, it shows that age play a role in the employees job satisfaction.2.7 Research FrameworkThe purpose of this study is to determine the factors affect the job satisfaction in call center. This part is regarding the discussion that forming the suppositious framework. It is based on the previous studies that had been review. There are two independents variables, which consist of the personal factors and the organizational factors. The personal factors includes gender and age, meanwhile the organizational factors includes work condition and promotion. Figure 2 shows the theoretical framework for the study.Organizational FactorsWork conditionpromotionJob satisfactionPersonal FactorsGenderAgeFigure 2 Theoretical Framework2.8 SummaryThis chapter has discussed about the factors that influence the job satisfaction. This was discussing clearly with different researchers and theorist. The Maslows Hierarchy of Needs also reviewed as this theory related with the research topic. It is good for management to understand the factors that influence the job satisfaction. It helps organization to indentify those factors and avoid the mistake..CHAPTER 3RESEARCH METHODOLOGY3.1 Hypotheses statement scheme 1Ho The re is positive human relationship surrounded by work condition and job satisfaction among the front liners in Sing Tel.H1 There is damaging relationship betwixt work condition and job satisfaction among the front liners in Sing Tel.Hypothesis 2Ho There is positive relationship amongst promotion and job satisfaction among the front liners in Sing Tel.H1 There is detrimental relationship between promotion and job satisfaction among the front liners in Sing Tel.Hypothesis 3Ho There is positive relationship between gender and job satisfaction among the front liners in Sing Tel.H1 There is negative relationship between gender and job satisfaction among the front liners in Sing Tel.Hypothesis 4Ho There is positive relationship between age and job satisfaction among the front liners in Sing Tel.H1 There is negative relationship between age and job satisfaction among the front liners in Sing Tel.3.2 Research DesignThere are a lots of research method to use to analyze job satisfaction. There is no single method or the most appropriate on it. According to Punch (1998) each approach has it strength and weaknesses. When we understand each of the strength and weaknesses, we can select or combine the approach.This study apply quantitative methods involving survey questionnaires to collect the quantitative data. The purpose is to determine whether there is a correlation between the personal and organizational factors with the job satisfaction among the front liners in Sing Tel.The Job descriptive major power (JDI) was used to measure the level of job satisfaction among the front liners in Sing Tel. The Job in General (JIG) also used to measure the overall job satisfaction.3.3 Research SampleThe throw number of all the front liners in Sing Tel consists of 210 employees. Therefore, the sample was selected randomly from a heart of 50 respondents that able to facilitate the objectives of the study. This sample size was according to the Roscoes hulk of thumb (cited in Sekaran, 2003) which is stated that sample larger than 30 and less than 500 is appropriate for most research.3.4 Research InstrumentThe Job Descriptive office (JDI) and Job in General (JIG) were used to measure the job satisfaction. The job descriptive index (JDI), created by Smith, Kendall, Hulin(1989), is aspecific questionnaire of job satisfaction that has been widely used. It measures ones satisfaction in five dimensions such as pay, promotion and promotion opportunities, relationship with coworkers, supervision, and the work itself. The General Job Index is an overall measurement of job satisfaction. It was an improvement on the job descriptive index because the JDI focused too much on work 33 satisfaction.The questionnaire consists 3 parts. The inaugural part related to the personal factors in Sing Tel, the second part is regarding the job satisfaction of the front liners in Sing Tel and last part is about the organizational factors that affect job satisfaction.3.5 data Col lection ProceduresAs this is my previous company, so I will lot the questionnaire to my ex-colleague. The questionnaires were answered by the respondents by following the instructions for each section. The questionnaire will be collected after all the respondents had answered it.3.6 Data AnalysisStatistical packet boat for Social Science (SPSS) computer software program (version 12) was use to study all the data that collected from the respondents. Descriptive analysis was used to seek the data collected as well as summarizing and describing the data. For this study, it was use to differentiate the gender and age.CHAPTER 4RESULTS AND FINDINGS4.1 IntroductionThis chapter reveals and reports the findings from the study of job satisfaction among workers/ front liner in SingTel. Fifty sets of questionnaire were distributed as mentioned in the research methodology. They were bear on and analyzed using SPSS Package Program (Version 12) and the results are presented in tables. The fir st section will provide the background of the respondents. The second section will then provide the reliability of the variables. The third section will present the correlation analysis with regards to the relationship of the independent variables in influencing the dependent variable.4.2 relative frequency Analysis4.2.1 GenderStatisticsGenderNValid50 lose0GenderFrequency portionValid per centum cumulative PercentValidmale2448.048.048.0female2652.052.0100.0 issue forth50100.0100.0 dishearten 4.2.1 Gender duck 4.2.1 shows the frequency distribution for gender composition. As stated previously, the total respondents for this study was 50. From the total respondents, 26 (52%) respondents were female while 24 (48%) of the respondents were male.4.2.2 AgeAgeNValid50 absentminded0AgeFrequencyPercentValid PercentCumulative PercentValid19-291428.028.028.030-392142.042.070.040-491224.024.094.050-6036.06.0100.0Total50100.0100.0Table 4.2.2 AgeBy referring to the table 4.2.2 above, the majori ty of the respondents were between 30 to 39 years old (42%), the second highest of the respondents were in the range of 19 to 29 years old (14%) followed by the respondents in the range 40 to 49 years old (12%) and finally the least was 50 to 60 years old group with 6%.4.2.3 overall SatisfactionOverall SatisfactionNValid50Missing0Overall SatisfactionFrequencyPercentValid PercentCumulative PercentValidNot at easeSlightly0000Satisfied1224.024.024.0Moderately Satisfied3264.064.088.0Satisfied612.012.0100.0Very satisfied000100.0Total50100.0100.0Table 4.2.3 Overall SatisfactionFrom the result of table 4.2.3, there are 32 respondent out of 50 is moderately satisfied with the overall satisfaction (64%), there are 12 respondents who are slightly satisfied with the overall satisfaction (24%) and only 6 respondents are satisfied with the overall satisfaction (12%). From this result, it concludes that most of the Sing Tel Front-liner only moderately satisfied with their current condition.4.3 direct of Job SatisfactionJob Descriptive Index (JDI) and Job In General (JIG) are used to measure job satisfaction in this research. The level of JDI and JIG and also others variable are measured by using the mean. The levels of perception to all variable are group into two categories as per belowmean valueStd. DeviationJDI JIG3.670.48Work Condition3.510.69Promotion3.210.69Table 4.3 Level of Job Satisfaction, Work Condition and PromotionTable 4.3 shows that the level of job satisfaction of the respondents is high with mean=3.67 and sd=0.48. Respondents also perceived that their level of work condition is also high with a mean=3.51 and sd=0.69. However, there was a moderate level of perception towards promotion with a mean=3.21 and sd=0.69.4.4 consanguinity between Job Satisfaction, Age and GenderPearson correlation (r) was used to turn out the relationship between job satisfaction, age and gender. The results are shown in table 4.3 below.correlation coefficientstjsgenderagetjsPe arson correlational statistics1.138-.152Sig. (2-tailed)..338.292N505050genderPearson Correlation.1381-.004Sig. (2-tailed).338..980N505050agePearson Correlation-.152-.0041Sig. (2-tailed).292.980.N505050Table 4.4It can be seen in the table 4.4, there is a positive relationship between gender and job satisfaction. but it is not monumentally related to job satisfaction (r=0.138, p for gender is 0.138). Based on the result, it can be seen a negative relationship between age and job satisfaction at r=-0.152 but again it is not significantly related to job satisfaction (p for age is 0.292).4.5 Relationship between Job Satisfaction, Work Condition and PromotionTable 4.5 shows the correlation matrix output of job satisfaction, work condition and promotion.CorrelationstjstwctptjsPearson Correlation1-.137-.499(**)Sig. (2-tailed)..343.000N505050twcPearson Correlation-.1371.620(**)Sig. (2-tailed).343..000N505050tpPearson Correlation-.499(**).620(**)1Sig. (2-tailed).000.000.N505050** Correlatio n is significant at the 0.01 level (2-tailed).Table 4.5It is found that job satisfaction is not significantly related to work condition but with a negative relationship(r=-0.137, p for work condition is 0.343). While for the promotion, the result shows that promotion is significantly related to job satisfaction and with a negative relationship(r=-0.499, p for promotion is 0.000).4.6 Relationship between Job Satisfaction and GenderT-test was used in the analyses of statistically significant gender.Group StatisticsgenderN dream upStd. DeviationStd. Error Meantjsmale243.7262.28546.05827female263.7692.27724.05437Independent Samples rivuletLevenes Test for Equality of Variancest-test for Equality of MeansFSig.tdfSig. (2-tailed)Mean divergenceStd. Error Difference95% Confidence Interval of the Difference spurntjsEqual variances assumed.157.694-.54148.591-.04304.07960-.20309Equal variances not assumed-.54047.417.592-.04304.07970-.20333Table 4.6There were no statistically differences in t he overall perception between the respondents group according to gender as for male, mean=3.72 and for female, mean=3.77. From the result, it shows that gender is not statistically significant in the perception of affecting front-liners in Sing tel.Regression AnalysisModelUnstandardized CoefficientsStandardized CoefficientstSig.CorrelationsCollinearity StatisticsBStd. ErrorBetaZero-orderPartialPartTolerance1(Constant)4.622.42210.965.000twc.199.135.2321.473.148-.137.214.178.591tp-.443.104-.677-4.283.000-.499-.538-.518.586tgender.012.068.021.172.864.138.026.021.953tage-.068.039-.217-1.743.088-.152-.251-.211.944a Dependent Variable tjsTable 4.6.1Based on the result from table 4.6.1, it showsJob Satisfaction= 4.622+0.199(twc)-0.443(tp) +0.012(tgender)-0.068(tage)From this equation, it shows there is a positive relationship between work condition, gender and job satisfaction but not significant while relationship between age and job satisfaction is negative and significant. Only promotio n is significantly related to job satisfaction with negative relationship.4.7 Summary of Hypotheses TestHypothesis 1Ho There is positive relationship between work condition and job satisfaction among the front liners in Sing Tel.H1 There is negative relationship between work condition and job satisfaction among the front liners in Sing Tel.Therefore, necessitate Ho reject H1.Hypothesis 2Ho There is positive relationship between promotion and job satisfaction among the front liners in Sing Tel.H1 There is negative relationship between promotion and job satisfaction among the front liners in Sing Tel.Therefore, reject Ho accept H1.Hypothesis 3Ho There is positive relationship between gender and job satisfaction among the front liners in Sing Tel.H1 There is negative relationship between gender and job satisfaction among the front liners in Sing Tel.Therefore, accept Ho reject H1.Hypothesis 4Ho There is positive relationship between age and job satisfaction among the front liners in S ing Tel.H1 There is negative relationship between age and job satisfaction among the front liners in Sing Tel.Therefore, reject Ho accept H1.4.8 ConclusionThis chapter presents the results of the statistical analysis of the hypotheses. Correlation analysis was used to test the relationship among the variables of interest provided in the study. This study revealed thatThere is positive relationship between work condition and job satisfaction among the front liners in Sing Tel.There is negative relationship between promotion and job satisfaction among the front liners in Sing Tel.There is positive relationship between gender and job satisfaction among the front liners in Sing Tel.There is negative relationship between age and job satisfaction among the front liners in Sing Tel.CHAPTER 5CONCLUSIONS AND RECOMMENDATIONS5.1 INTRODUCTIONIn order for an organization to be successful, it must continuously ensure the satisfactorily of their employees (Berry, 1997). In todays world, organizati on realize that is it important to keep their worker satisfied as human recourse is the important assets for the organization to keep their business running. In this study, employee satisfaction is pivotal to Sing Tel in order to deliver good services to their customer and also reverse more competitive.From the finding of this study, it is revealed that the job satisfaction of the employer is high. Promotion is the most influence factors compared to others. It is also revealed that the relationship between gender and job satisfaction is no significant.5.2 Discussion of the Research FindingsThis study is about factors that influence job satisfaction in Sing Tel front-liner. A satisfied employee will deliver good service to the customer and increase company image. Based on the results, it shows that work condition and promotion are the key factors that influence a employee satisfaction.5.2.1 Research Question OneThe first research question of this study was to find what is the relat ionship for the organizational factors such as work condition and promotion influence the employee job satisfaction. Based on the results, it shows a positive relationship between work condition and job satisfaction. Arnold and Feldman (1996) promoted factors such as temperature, lighting, ventilation, noise, working hours, and resources from all types of working conditions. Since their job is mentally demanding, so a abject working condition will influence Sing Tel front-liner to perform their job. Besides, the physical design of the work place also has certain impact on job satisfaction. A better working environment and work condition can increase employee job

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