Reference no: EM132230527
Topic - Influence of Intrinsic, Extrinsic and Interpersonal Factors on Turnover Intention among Customer Service Executives in Contact Centers in Klang Valley
Outline
3.0 Introduction
3.1 Research Design
3.2 Population and sampling technique
3.3 Sampling procedure
3.4 Data collection procedure
3.5 Research instruments
3.6 Measurement of variables
3.7 The pilot study
3.8 Method of Analysis
3.9 Summary
3.0 Introduction(150 words)
- Overview of the chapter
3.1 Research design(100 words)
- Quantitative approach [Cresswell, 2014]
3.2 Population and sampling technique(100 words)
- Customer Service Executive in Klang Valley (KL & Selangor)
- 200 respondents (relate to Krejcik and Morgan table)
- Snowball/ non-probability sampling
3.3 Sampling procedure
3.4 Data collection procedure(150 words)
- Online survey using google form
-distribute using email &whatsapps
- Mention using quantitative method
- Customer Service Executive aims to obtain:
i. Turn over intention
ii. Personal development
iii. Career advancement
iv. Salary package
v. Work content
vi. Work life conflict
vii. Family expectation
viii. Demographic
- Target population: all customer service executive in Klang Valley
3.5 RESEARCHINSTRUMENTS
This questionnaire has under-go the "adopt and adapt" process. Below table show measurement items for measurement of extrinsic, intrinsic and interpersonal factors on turnover intention among contact centers employees in Klang Valley:
Measurement foremployee to stay
|
Variables
|
Original item
|
Adopt & Adapt
|
|
Turnover intention
|
1. As soon as I can find a better job, I will leave this organisation
|
Adopt
|
|
2. I plan to leave my present employer as soon as possible
|
Adopt
|
|
3. If given a choice I will not be working at the same organisation this time next year
|
If given a choice, I will not be working in this contact centre this time next year
|
|
4. I would take positive steps during the next year to secure a job at a different organization
|
Adopt
|
|
5. I have searched for other jobs in the last 6 months
|
I have searched for other jobs in the last 6 months
|
Measurement for personal development/ growth
|
Variables
|
Original item
|
Adopt & Adapt
|
|
Personal development/ growth
|
1. My unit / department offers training or education that I need to grow in my job
|
My contact center offers training that I need for my career growth
|
|
2. There is someone who encourages my development
|
My team leader encourages my development
|
|
3. I have received the necessary training to do my job well
|
Adopt
|
|
4. I have had opportunity at work to learn and grow in the past year
|
Adopt
|
|
5. Someone has talked to me about my progress in the past year
|
Someone with more experience has talked to me about my progress in the past year
|
Measurement for career advancement
|
Variables
|
Original item
|
Adopt & Adapt
|
|
Career advancement
|
1. Opportunity and advancement or promotion exists within the university
|
Adopt
|
|
2. I know what is required of me to advance within the university
|
Adopt
|
|
3. Internal candidates receive fair consideration for open position
|
Adopt
|
|
4. Information about job vacancy within the university is readily available
|
Adopt
|
|
5. I feel that the career promotion is based on merit and performance.
|
Adopt
|
Measurement for salary package
|
Variables
|
Original item
|
Adopt & Adapt
|
|
Salary package
|
1. My salary / pay rate is competitive when compare to similar jobs at other organisation
|
My salary / pay rate is competitive when compare to similar jobs at other contact centres
|
|
2. I understand how my base salary is determined
|
Adopt
|
|
3. Salary / pay increases are appropriate
|
My salary increment is appropriate
|
|
4. I am fairly paid for the work I do
|
Adopt
|
|
5. My salary is significant factor in my decision to stay at the university
|
Adopt
|
Measurement for work content
|
Variables
|
Original item
|
Adopt & Adapt
|
|
Work content
|
1. I am responsible for too many tasks
|
Adopt
|
|
2. My job objectives are unclear to me
|
Adopt
|
|
3. I am rushed to finish my task on time
|
Adopt
|
|
4. I do not have authority to do my job well
|
Adopt
|
|
|
5. I have little say in decision that affect my work
|
Adopt
|
Measurement for work life conflict
|
Variables
|
Original item
|
Adopt & Adapt
|
|
Work life conflict
|
1. My work schedule often conflicts with my family life
|
Adopt
|
|
2. After work, I come home too tired to do some of the things I'd like to do
|
Adopt
|
|
3. The demands of my job make it difficult to be relaxed all the time at home
|
Adopt
|
|
4. My job makes it difficult to be the kind of spouse, parent or person I'd like to be
|
Adopt
|
|
|
5. Because my work is demanding, at times I am irritable at home
|
Because my work is too stressful, at times I am irritable at home
|
Measurement for family expectation
|
Variables
|
Original item
|
Adopt & Adapt
|
|
Family expectation
|
1. My family expects me to have a profession of a certain status
|
Adopt
|
|
2. My family expects my occupation to match our family's values and beliefs
|
Adopt
|
|
3. My family expects me to stay in my current job
|
My family expects me to stay in my current contact centre
|
|
4. My family expects that my choice of occupation would reflect their wishes
|
My family expects that my current job would reflect their wishes
|
|
|
5. My family expects that I will consider my religion/spirituality when making career decisions
|
My family expects that I will consider my religion/spirituality when choosing to work at contact centre
|
3.6 SUMMARY OF MEASUREMENT ITEMS
3.7 THE PILOT STUDY(100 words)
- collect 30 respondent questionnaires
- do some adjustment/improvement with the questionnaire due to reliability test result shows Cronbach alpha less than 0.7
Attachment:- CHAPTER -draft.rar
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