Volume : III, Issue : IV, April - 2014

Job Satisfaction and Demographics: Implications in Call Centers

Shafaq Zareen, Dr. Surekha Rana

Abstract :

Job satisfaction represents a combination of positive or negative feelings that workers have towards their work. When a worker employed in a business organization, he ings with it the needs, desires and experiences which determinate expectations that he has dismissed. Job satisfaction represents the extent to which expectations are match with the real rewards. It is seen as an important organization performance indicator. Organizations are mainly interested in retaining existing employees, which can be attained mainly through satisfying employees. Measurement of employee’s job satisfaction provides an indication of how successful the organizations are at providing high quality work environment to its employees. Job satisfaction can be considered as one of the main factors when it comes to efficiency and effectiveness of business organizations. In fact the new managerial paradigm which insists that employees should be treated and considered primarily as human beings that have their own wants, needs, personal desires is a very good indicator for the importance of job satisfaction in contemporary companies. When analyzing job satisfaction the logic that a satisfied employee is a happy employee and a happy employee is a successful employee is followed. This paper presents a study that determined the relationship of demographic variables and job satisfaction with its implications in call centers. The sample consisted of 500 call center employees of different call centers in Delhi/NCR. In order to study the employee’s job satisfaction in call centers, ‘Job Satisfaction Scale (JSS) H/E test’ constructed and standardized by ‘Amar Singh & T.R.Sharma’ is used along with the interviews of Human Resource Managers. The study found that demographic variables and job satisfaction had a significant contribution and negative effect on attrition. An attempt has been made to suggest strategies to cope with the attrition in these call centers. The study revealed that job satisfaction accounted for larger variance in attrition than from any other job variables. Findings and implications for managerial practices in the study are discussed and put forward

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Article: Download PDF   DOI : 10.36106/ijsr  

Cite This Article:

SHAFAQ ZAREEN, DR. SUREKHA RANA Job Satisfaction and Demographics: Implications in Call Centers International Journal of Scientific Research, Vol.III, Issue. IV Apr 2014

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