Importance of employee satisfaction in an organization

Importance of employee bliss in an organizationIn the beginning, we argon looking for the factor that influences vocation gladness among the creamers/ expect liner in interpretTel. After that in the following chapter is more or less the review of the relevant literature. In chapter 3, we result looking for the method been use for this deal and followed by chapter 4 is rough 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. commerce rejoicing is about the perception of the nature of the trade. In order for an organization to be successful, it must continuously en authoritative the satisfactorily of their employees (Berry, 1997). The happier the browseers, the more genial they be. Besides, quenched worker also a productive worker. Organization with more satisfied employees tends to be more effective (Robbins Judge, 2007). In tod ays world, organization realize that is it important to victuals their worker satisfied as clement recourse is the important assets for the organization to keep their subscriber line running. With satisfied workers, they go away deliver the better quality portion to the guest which indirectly ordain increase customer mirth. Customer satisfaction is important as it is essential in building long-term, profitable alliances ultimately steer to customer loyalty and repeat business.As for the workers, mull over satisfaction is important for the employees mental health (Smith, Kendall and Hulin, 1969). Upon get word on bloodline satisfaction, factor that influences the level of frolic satisfaction is vital to be addressed. They ar many factors that influence level of chisel satisfaction such as the organization factor which may complicate on the job(p) restrict or anything that related to the working cause. For example leadership style and pay.Besides working condition, personal factors such as health spot and family conflict.1.2 Problem statementHuman resources argon the most valuable assets in an organization especially those high performing employees and it impart be a headache to company if those employees leaving or deliver bad service to their customer. One special issue is the low level of employee demarcation satisfaction that brought difficulties in increase service quality (Yi, 1993). Seta, Paulus and Baron (2000) pointed out that knowing the factors contrisolelying to the employees satisfactions the organization clear plan properly and take appropriate step to increase electro validating behavior among employees. It means that organization or man eonment need to prepare proper training or program such as reward, growth opportunities or railway line security in order to increase bank line satisfaction among the employees.According to malhotra Mukerjee (2004), Call piths facilitate flow of information and communication mingled with firms and their distant customers via the telephone. According to Prahabkar, Sheehan, and Coppett (1997), call centers .allow a company to build, maintain, and manage customer relationships by solving problems and resolving complaints quickly. Front liners who work in call centre necessitate to answer call from customer 24 hour a day throughout 365 days in a year. As a count lines, this trouble full with challenge and stress. They need to manage their emotion very well in order to deliver goodly services to customer. therefore, it is important to make sure that the workers are satisfied with their current job scope.Holman et al.s (2007) .number of call center employees stood at 450,000. This is quite a huge amount in this communicating field. According to Zeithml Bitner (2000), since the customer contact employees or popularly known as the call center agents are the link amongst the entire organization and the external customer, so they are able to influence the percep tion of the customer to the organization. From the antecedent convey, there was evidence in in the midst of job satisfaction and performance deliver by the front line liners.Therefore, the research tries to find out the link betwixt the job satisfaction and organization factors and also the personal factor.1.3 question QuestionsThe research questions will be1.3.1 To what uttermost is the influence of work conditions on employee job satisfaction among the front liners in chirrup Tel?1.3.2 To what extent is the influence of promotion on employee job satisfaction among the front liners in bubble Tel?1.3.3 To what extent is the influence of sex activity on employee job satisfaction among the front liners in Sing Tel?1.3.4 To what extent is the influence of age on job satisfaction among the front liners in Sing Tel?1.4 Research Objectives ground on the above research questions, this piece of work intends to achieve the specific research objectives1.4.1 To pay off the influenc e of work conditions on employee job satisfaction among the front liners in Sing Tel.1.4.2 To examine the influence of promotion on employee job satisfaction among the front liners in Sing Tel.1.4.3 To investigate the influence of sexual activity on employee job satisfaction among the front liners in Sing Tel.1.4.4 To determine the influence of age on employee job satisfaction among the front liners in Sing Tel.1.5 Significance of the studyThere are many studies revealed the factors that may affect job satisfaction only they are related to all aspect for the job satisfaction. The employee satisfaction theory (Vroom, 1964) and (Herzberg, 1966) employee satisfaction measurement tools, as well as Maslows Hierarchy of Needs (Abraham Maslow, 1943), but there are rarely study regarding factors that may contribute 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 cen ter 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 supporter the organization to understand what is the need for the entire front-liners, what is their basic request. Through this study, it help organization to knowing better on what is the benefit that they can provide for them for satisfaction and at the same time organization can deliver a good services to the customer.Apart 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 staff without knowing their sacrifice.1.6 Scope and terminal point of the StudyThe scope of the study is to study the link between the job satisfaction and organization factors and also the personal factor in Sing Tel. These allow in work condition, leadership style, promotion, gender, personality and individual experience. The study limited only to the front-liners in Sing Tel.1.7 Organization of the Research ProjectThis study consists of five dollar bill chapters which are introduction, literature review, methodology, result and discussion followed by conclusion 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 contentmentAccording to Steyn Van Wyk (1999), job satisfaction can be formally defined as the degree to which individuals feel positively and/or prejudicially about their jobs. From this, when an employee meets their needs or expectation, then they will feel the accomplishment 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 commitment 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 Theory of Human Motivation. According to Maslow, people are not satisfied with what they charter and will always request for more. From the hierarchy, they are five level can be found in each individual which is physical, security, social, ego and self-actualization.Physical 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 treated 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 employ ee need to feel the sense of belonging and acceptance, once they have this feeling, it helps them to achieve the satisfaction on this level. Let say ones cannot implement this level, for example maybe he or she facing problem in their marriage it will lead to fail on this level. After fulfill this level, it comes to other level which is the ego or known as self-esteem and follow by the highest level which is the self-actualization. cipher1. Maslows Job Hierarchy of Needs Model2.3 Work correspondAccording to Stallworth and Kleiner (1996) increasingly an organizations physical layout is designed around employee needs in order to maximize productivity and satisfaction. Employee would prefer to work in an organization which can provide better physical comfort and convenience. 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 comfortable p hysical work environment.2.4 PromotionA 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 significantly related to job satisfaction. The chances to get promotion have a strong effect on the employee job satisfaction. From the study, the management can take notes that promotion can always be a motivation tools for them to examine the employee can achieve their goals.2.5 sexual practiceGender is one of the demographic characteristic that researchers always investigated the relationship with the job satisfaction. Shahri (2001) found that male managers were more satisfied with their jobs than female 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, while females tended to have higher satisfaction with co-workers than males. From the p revious study, it shows that the job satisfaction effected by the gender.2.6 AgeMost of the studies found the existing relationship between age and job satisfaction. According to the study do by Drafke and Kossen (2002), it shows that venerableer employee with more working experience are more satisfied compare 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 theoretical framework. It is base 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 i ncludes 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 a priori 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 statementHypothesis 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.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.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 intermingle the approach.This study used quantitative meth ods 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 Index (JDI) was used to measure the level of job satisfaction among the front liners in Sing Tel. The Job in public (JIG) also used to measure the boilersuit job satisfaction.3.3 Research SampleThe present number of all the front liners in Sing Tel consists of 210 employees. Therefore, the sample was selected randomly from a total of 50 respondents that able to facilitate the objectives of the study. This sample size was according to the Roscoes rule 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 Index (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 first 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 assembling ProceduresAs this is my previous company, so I will distribute the questionnaire to my ex-colleague. The questionnaires were answered by the respondents by following the instructions for each section. The questionnaire will be store by and by all the responden ts had answered it.3.6 Data AnalysisStatistical Package for Social Science (SPSS) computer software program (version 12) was use to analyzed all the data that collected from the respondents. Descriptive analysis was used to explore the data collected as well as summarizing and describing the data. For this study, it was use to describe 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 processed and analyzed apply SPSS Package Program (Version 12) and the results are presented in tables. The first 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 Frequency Analysis4.2.1 GenderStatisticsGenderN sensible50 abstracted0GenderFrequencyPercentValid PercentCumulative PercentValidmale2448.048.048.0female2652.052.0100.0Total50100.0100.0 shelve 4.2.1 GenderTable 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 AgeAgeNValid50Missing0AgeFrequencyPercentValid 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 majority of the respondents were between 30 to 39 days 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 delig htOverall SatisfactionNValid50Missing0Overall SatisfactionFrequencyPercentValid PercentCumulative PercentValidNot SatisfiedSlightly0000Satisfied1224.024.024.0Moderately 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 Level 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 b elow meanStd. 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 Relationship between Job Satisfaction, Age and GenderPearson correlation (r) was used to test the relationship between job satisfaction, age and gender. The results are shown in table 4.3 below. coefficient of correlationstjsgenderagetjsPearson coefficient of correlation1.138-.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 sa tisfaction. but it is not significantly 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** Correlation 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 sa tisfaction 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 StatisticsgenderNMeanStd. DeviationStd. computer error Meantjsmale243.7262.28546.05827female263.7692.27724.05437Independent Samples TestLevenes Test for Equality of Variancest-test for Equality of MeansFSig.tdfSig. (2-tailed)Mean DifferenceStd. Error Difference95% Confidence Interval of the DifferenceLowertjsEqual variances fancied.157.694-.54148.591-.04304.07960-.20309Equal variances not assumed-.54047.417.592-.04304.07970-.20333Table 4.6There were no statistically differences in the 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 CoefficientsSt andardized 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 promotion 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 satisfac tion among the front liners in Sing Tel.Therefore, accept 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 Sing 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 proofThis chapter presents the results of the statistical analysis of the hypotheses. Correlation analysis was used to test the relationship among the variables o f 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, organization 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 become 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 identify what is the relationship 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 poor 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