Perceived Relationship Between Motivation and Job Satisfaction Among Call Centre Agents at Safaricom Limited
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Date
2013-11Author
Kamau, Rebecca N
Type
ThesisLanguage
enMetadata
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Motivation and job satisfaction in call centers offers a multi-disciplinary approach covering
such disciplines as Operations Research and Management, Mathematics and Statistics,
Forecasting and Modeling, Industrial Engineering, Information Technology, Human Resource
Management, Psychology, and Sociology. In Human Resource Management context,
researchers focuses on efficient call center operation and optimal staffing. Call centers are
identified by a variety of names: contact center, customer service center, customer interaction
center, and call center. A call center is basically a communications link between a company
and its customers. It is through the call center that customers give feedback on products and
services and suggestions on what can be improved as well as appreciation for the service
provided by the company. Many researches have been done about job satisfaction and
motivation in general and various recommendation given but none has specifically dealt with
call centres which is the face of companies. The literature review about call centres is also
minimal. It is this gap that this study seek to address. The researcher investigated the
relationship between motivation and job satisfaction among call centre agents. A descriptive
survey research design approach was adapted where a sample of 150 call centre agents was
used. Data was collected using questionnaire and descriptive analyses done using Statistical
Packages for Social Scientists (SPSS). The study found that there are many factors affecting
motivation consequently affecting job satisfaction among employee on call centres. These are
communications within the organization, relationship with coworkers, benefit package which
are equitable, salary increment and supervision in the organization, recognition through
promotion, fair payment for the work done, reward given to employee, HR policies and sense
of pride in doing job. It was found that indeed motivation affects the level of employees job
satisfaction among call centre agents. If the employees are motivated they are likely to be
more satisfied in their job and the reverse is true. The call centre management should ensure
call centre agents are motivated to do their job since they will become satisfied in their job
and hence the company will be more productive, get more profits, reduce employees turnover
rates and increase customers’ loyalty. For any company to survive in the turbulent and ever
changing business world, it must ensure it performs to its best. The study concludes that
employees who are satisfied with their job are able to perform to their full potential hence
bringing forth good and desirable results to the business.
Citation
Degree of masters of Arts in international studiesPublisher
University of Nairobi School of Business
Description
A research project submitted in partial fulfillment of the
Requirements for the award of the degree of master of
Business administration (MBA), school of business,
University of Nairobi