Factors that influence job performance amongst workers in call center

• Main Author: Kunasegaran, Moorthy
• Format: Thesis
• Language: English; English; English
• 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; https://etd.uum.edu.my/9993/

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.