Effects of personality trait, motivation factors on performance of customer service personnel (CSP): a case of MPH bookstores
Staff performance has been discussed widely and endlessly. Several theories have been used in order to measure performance. Previous research found that personality and motivation showed a significant relationship towards staff performance. The objective of this study is to investigate which type...
Saved in:
| Main Authors: | , , , , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Academic Journals
2011
|
| Subjects: | |
| Online Access: | http://eprints.utm.my/id/eprint/12862/1/ajbm2.pdf http://eprints.utm.my/id/eprint/12862/ |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Summary: | Staff performance has been discussed widely and endlessly. Several theories have been used in order
to measure performance. Previous research found that personality and motivation showed a significant
relationship towards staff performance. The objective of this study is to investigate which type of
personality among Big 5 personality traits could be a predictor of staff performance and also which
level of Maslow’s theory contributed most towards performance. Questionnaires have been distributed
to eight departments in Head Office and twelve outlets around Kuala Lumpur and Klang Valley. Results
showed that extroversion, agreeableness, conscientiousness and openness to experience are
positively correlated with performance, while social, self-esteem and self-actualization correlate
positively with performance. The result shows that the three predictors of extrovert (Beta = 0.505; t =
7.661; Sig = 0.001), agreeableness (Beta = 0.219; t = 0.3475; Sig = 0.001), social (Beta = 0.143; t = 2.551;
Sig = 0.013) and conscientiousness (Beta = 0.143; t = -0.136; Sig = 0.013) accounted for 34.4% increase
in change in job satisfaction. MPH also does not forget a person with an agreeableness type of
personality trait. However, organization should not consider the conscientious character. In terms of
motivation, social need is the predictor for performance of the staff. |
|---|