Study on the Intention Factors to Quit Amongst Customer Service Representative (CSR) in TM Point: A Case in TMPoint in Klang Valley
Customer service representative (CSR) plays the important role within the operation of service organization orientation. However, the turnover among CSR is high in the most countries. Thus, the organization need to take into consideration the factors like human resources practice, organizational Cli...
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| Format: | Thesis |
| Language: | en en |
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2011
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| Online Access: | https://etd.uum.edu.my/2446/1/Mohd_Khairul_Akmal_Md_Sidek.pdf https://etd.uum.edu.my/2446/2/1.Mohd_Khairul_Akmal_Md_Sidek.pdf https://etd.uum.edu.my/2446/ |
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| _version_ | 1833435885883883520 |
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| author | Mohd Khairul Akmal, Md Sidek |
| author_facet | Mohd Khairul Akmal, Md Sidek |
| author_sort | Mohd Khairul Akmal, Md Sidek |
| building | UUM Library |
| collection | Institutional Repository |
| content_provider | Universiti Utara Malaysia |
| content_source | UUM Electronic Theses |
| continent | Asia |
| country | Malaysia |
| description | Customer service representative (CSR) plays the important role within the operation of service organization orientation. However, the turnover among CSR is high in the most countries. Thus, the organization need to take into consideration the factors like human resources practice, organizational Climate, and job satisfaction which will cause the tendency of CSRs to find other job which fulfilling their needs. Therefore, the purpose of this study is to identify the relationship and influence of three independent variables which is human resource management practices, organizational climate and job satisfaction on intention of employees to leave the organization as dependent variable. This study is implemented by covering 73 of CSRs who are working in TMpoint in Klang Valley. Mean, Standard Deviation, Pearson Correlation and Linear Regression are used to achieve the
research objectives. The mean analysis shows the level of employees' agreement on HRM practices; organizational climate and job satisfaction are moderate. The Pearson Correlation result shows that there is very high positive significant relationship between HRM practices and job satisfaction on employees' intention to quit. While, the linear regression analysis shows that the job satisfaction factor is the most influential factor (B = .832, p = .000) on intention of employees to quit from TMpoint Klang Valley. This study proposes that to reduce the intention of CSRs to quit, TMpoint in Klang valley need to review the HRM
practices factor and job satisfaction in their organization. |
| format | Thesis |
| id | my.uum.etd-2446 |
| institution | Universiti Utara Malaysia |
| language | en en |
| publishDate | 2011 |
| record_format | eprints |
| spelling | my.uum.etd-24462016-04-19T03:08:06Z https://etd.uum.edu.my/2446/ Study on the Intention Factors to Quit Amongst Customer Service Representative (CSR) in TM Point: A Case in TMPoint in Klang Valley Mohd Khairul Akmal, Md Sidek HF5549-5549.5 Personnel Management. Employment Customer service representative (CSR) plays the important role within the operation of service organization orientation. However, the turnover among CSR is high in the most countries. Thus, the organization need to take into consideration the factors like human resources practice, organizational Climate, and job satisfaction which will cause the tendency of CSRs to find other job which fulfilling their needs. Therefore, the purpose of this study is to identify the relationship and influence of three independent variables which is human resource management practices, organizational climate and job satisfaction on intention of employees to leave the organization as dependent variable. This study is implemented by covering 73 of CSRs who are working in TMpoint in Klang Valley. Mean, Standard Deviation, Pearson Correlation and Linear Regression are used to achieve the research objectives. The mean analysis shows the level of employees' agreement on HRM practices; organizational climate and job satisfaction are moderate. The Pearson Correlation result shows that there is very high positive significant relationship between HRM practices and job satisfaction on employees' intention to quit. While, the linear regression analysis shows that the job satisfaction factor is the most influential factor (B = .832, p = .000) on intention of employees to quit from TMpoint Klang Valley. This study proposes that to reduce the intention of CSRs to quit, TMpoint in Klang valley need to review the HRM practices factor and job satisfaction in their organization. 2011 Thesis NonPeerReviewed application/pdf en https://etd.uum.edu.my/2446/1/Mohd_Khairul_Akmal_Md_Sidek.pdf application/pdf en https://etd.uum.edu.my/2446/2/1.Mohd_Khairul_Akmal_Md_Sidek.pdf Mohd Khairul Akmal, Md Sidek (2011) Study on the Intention Factors to Quit Amongst Customer Service Representative (CSR) in TM Point: A Case in TMPoint in Klang Valley. Masters thesis, Universiti Utara Malaysia. |
| spellingShingle | HF5549-5549.5 Personnel Management. Employment Mohd Khairul Akmal, Md Sidek Study on the Intention Factors to Quit Amongst Customer Service Representative (CSR) in TM Point: A Case in TMPoint in Klang Valley |
| title | Study on the Intention Factors to Quit Amongst Customer Service Representative (CSR) in TM Point: A Case in TMPoint in Klang Valley |
| title_full | Study on the Intention Factors to Quit Amongst Customer Service Representative (CSR) in TM Point: A Case in TMPoint in Klang Valley |
| title_fullStr | Study on the Intention Factors to Quit Amongst Customer Service Representative (CSR) in TM Point: A Case in TMPoint in Klang Valley |
| title_full_unstemmed | Study on the Intention Factors to Quit Amongst Customer Service Representative (CSR) in TM Point: A Case in TMPoint in Klang Valley |
| title_short | Study on the Intention Factors to Quit Amongst Customer Service Representative (CSR) in TM Point: A Case in TMPoint in Klang Valley |
| title_sort | study on the intention factors to quit amongst customer service representative (csr) in tm point: a case in tmpoint in klang valley |
| topic | HF5549-5549.5 Personnel Management. Employment |
| url | https://etd.uum.edu.my/2446/1/Mohd_Khairul_Akmal_Md_Sidek.pdf https://etd.uum.edu.my/2446/2/1.Mohd_Khairul_Akmal_Md_Sidek.pdf https://etd.uum.edu.my/2446/ |
| url_provider | http://etd.uum.edu.my/ |