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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...

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Main Authors: Yahaya, Azizi, Yahaya, Noordin, Ismail, Jasmi, Sharif, Zainudin, Saud, Muhammad Sukri, Mohd. Kosinin, Azlina, Yahya, Norafandy, Abbas, Fairol
Format: Article
Language:English
Published: Academic Journals 2011
Subjects:
L Education (General)
Online Access:http://eprints.utm.my/id/eprint/12862/1/ajbm2.pdf
http://eprints.utm.my/id/eprint/12862/
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spelling my.utm.128622017-10-19T06:10:39Z http://eprints.utm.my/id/eprint/12862/ Effects of personality trait, motivation factors on performance of customer service personnel (CSP): a case of MPH bookstores Yahaya, Azizi Yahaya, Noordin Ismail, Jasmi Sharif, Zainudin Saud, Muhammad Sukri Mohd. Kosinin, Azlina Yahya, Norafandy Abbas, Fairol L Education (General) 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. Academic Journals 2011-05-18 Article PeerReviewed application/pdf en http://eprints.utm.my/id/eprint/12862/1/ajbm2.pdf Yahaya, Azizi and Yahaya, Noordin and Ismail, Jasmi and Sharif, Zainudin and Saud, Muhammad Sukri and Mohd. Kosinin, Azlina and Yahya, Norafandy and Abbas, Fairol (2011) Effects of personality trait, motivation factors on performance of customer service personnel (CSP): a case of MPH bookstores. African Journal of Business Management, Vol.5 (11). pp. 4519-4530. ISSN 1993-8233
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
language English
topic L Education (General)
spellingShingle L Education (General)
Yahaya, Azizi
Yahaya, Noordin
Ismail, Jasmi
Sharif, Zainudin
Saud, Muhammad Sukri
Mohd. Kosinin, Azlina
Yahya, Norafandy
Abbas, Fairol
Effects of personality trait, motivation factors on performance of customer service personnel (CSP): a case of MPH bookstores
description 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.
format Article
author Yahaya, Azizi
Yahaya, Noordin
Ismail, Jasmi
Sharif, Zainudin
Saud, Muhammad Sukri
Mohd. Kosinin, Azlina
Yahya, Norafandy
Abbas, Fairol
author_facet Yahaya, Azizi
Yahaya, Noordin
Ismail, Jasmi
Sharif, Zainudin
Saud, Muhammad Sukri
Mohd. Kosinin, Azlina
Yahya, Norafandy
Abbas, Fairol
author_sort Yahaya, Azizi
title Effects of personality trait, motivation factors on performance of customer service personnel (CSP): a case of MPH bookstores
title_short Effects of personality trait, motivation factors on performance of customer service personnel (CSP): a case of MPH bookstores
title_full Effects of personality trait, motivation factors on performance of customer service personnel (CSP): a case of MPH bookstores
title_fullStr Effects of personality trait, motivation factors on performance of customer service personnel (CSP): a case of MPH bookstores
title_full_unstemmed Effects of personality trait, motivation factors on performance of customer service personnel (CSP): a case of MPH bookstores
title_sort effects of personality trait, motivation factors on performance of customer service personnel (csp): a case of mph bookstores
publisher Academic Journals
publishDate 2011
url http://eprints.utm.my/id/eprint/12862/1/ajbm2.pdf
http://eprints.utm.my/id/eprint/12862/
_version_ 1643646057644556288
score 13.211869

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