scholarly journals The Impact of Sick Building Syndrome on Call Centre Agents’ Effectiveness

2012 ◽  
Vol 4 (9) ◽  
pp. 532-547 ◽  
Author(s):  
Devina Oodith
Keyword(s):  
Graphical Representation ◽  
Sick Building Syndrome ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Call Centre ◽  
Validity And Reliability ◽  
Sick Building ◽  
And Performance ◽  
The Impact ◽  
Public Sector Service

This study assessed the impact of Sick Building Syndrome (layout, ergonomic design of workstation, lighting/ventilation, health and performance, noise and aesthetics) on the effectiveness of Call Centre agents in managing customers and their needs. The study was undertaken in Durban, South Africa, and was conducted within a Public Sector service environment, which comprised of four major call centers employing 240 call centre agents. A sample of 151 call centre agents was drawn across using a simple random sampling technique and a 63% response rate was achieved. These call centre agents were responsible for inbound calls only. Data was collected using a self-developed, precoded questionnaire whose validity and reliability were statistically determined using Factor Analysis and Cronbach’s Coefficient Alpha respectively. Data was analyzed using descriptive and inferential statistics. The results indicate that the dimensions of Sick building Syndrome have the potential to impact on agents’ performance. Based on the results of the study a graphical representation has been designed and presents recommendations that, when implemented in call centre environments, have the potential to enhance agents’ effectiveness in managing customers and their needs.

scholarly journals Effect of Teachers’ Own Perception of Their Profession on Job Satisfaction and Performance in the Private Primary Schools in Yei Town, South Sudan

2017 ◽  
Vol 7 (3) ◽  
pp. 235
Author(s):  
Alyaha Daniel Felix Ohide ◽  
Rosemary Wahu Mbogo
Keyword(s):  
Job Satisfaction ◽  
Private Schools ◽  
Primary Schools ◽  
Survey Design ◽  
South Sudan ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Head Teachers ◽  
And Performance ◽  
The Impact

<div><p>Teachers often find themselves frustrated at work because of conflicting expectations concerning their professional and social roles within the community. This paper looks at the effect of teachers’ perception of their profession on their satisfaction at job and performance. The authors employ a survey design in private schools in Yei Town, South Sudan to establish the impact of these perceptions. Simple random sampling technique was used to select the respondents from ten private schools. The respondents’ therefore included 10 head teachers, 100 teachers giving a total of 110 respondents. Questionnaires were used for data collection. Data collected was analysed by the use of Statistical Package for Social Science (SPSS) version 12.0 was and presented in frequencies and percentages and a regression analysis performed to establish the relationships among the variables. The study findings indicated that a considerable number of the teachers (38.9%) indicated that teacher’s own perception of their own profession does not affect the teachers’ job satisfaction and performance.</p></div>

scholarly journals Critical ingredients for call centre agents’ effectiveness

2013 ◽  
Vol 10 (4) ◽  
pp. 479-491 ◽  
Author(s):  
Devina Oodith ◽  
Sanjana Brijball Parumasur
Keyword(s):  
Sampling Technique ◽  
Skills Training ◽  
Training And Development ◽  
Cluster Sampling ◽  
Call Centre ◽  
Validity And Reliability ◽  
Call Centres ◽  
Interpersonal Skills Training ◽  
Public Sector Service ◽  
Sector Service

This study assessed the critical ingredients for call centre agents’ effectiveness (skills/knowledge/ability/attitude, interpersonal skills, training and development, remuneration/motivation, teamwork) in managing customers and their needs. The study was undertaken in Durban, South Africa, and was conducted within a Public Sector service environment which comprised of four major call centres employing a total of 239 call centre agents. A sample of 151 call centre agents was drawn using the cluster sampling technique and a 63% response rate was achieved. These call centre agents were responsible for inbound calls only. Data was collected using a self developed, precoded questionnaire whose validity and reliability were statistically determined using Factor Analysis and Cronbach’s Coefficient Alpha respectively. Data was analysed using descriptive and inferential statistics. The results indicate that remuneration/motivation, followed by teamwork, negligibly followed by training and development, interpersonal and other skills/knowledge/ability/attitudes are crucial ingredients for effectively managing customers and their needs. Based on the results of the study a model is designed and presents recommendations that, when implemented in call centre environments, have the potential to enhance agents’ effectiveness in managing customers and their needs.

scholarly journals THE IMPACT OF VISIONARY LEADERSHIP, LEARNING ORGANIZATION AND INNOVATIVE BEHAVIOR TO PERFORMANCE OF CUSTOMS AND EXCISE FUNCTIONAL

2017 ◽  
Vol 1 (02) ◽  
pp. 52-60
Author(s):  
Muhammad Anshar
Keyword(s):  
Data Analysis ◽  
Learning Organization ◽  
Random Sampling ◽  
Positive Impact ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Visionary Leadership ◽  
Innovative Behavior ◽  
And Performance ◽  
The Impact

This research aims to determine the impact of visionary leadership, learning organization, and innovative behavior on the performance of Functional Officers of Customs and Excise Inspectors at Tanjung Priok Customs and Excise Main Service Office. The research was conducted at Tanjung Priok Customs and Excise Service Office using the number of samples of 78 Functional Officers of Customs and Excise Inspectors. The sample was selected using simple random sampling technique. Data collection was done by using questionnaire and data analysis using path analysis. The results showed that 1) visionary leadership, learning organization and innovative behavior have a direct and positive impact on performance, 2) visionary leadership, and learning organization have a direct and positive impact on innovative behavior and 3) visionary leadership have a direct and positive impact on learning organization. The conclusion of this research is to improve the performance of Functional Officer of Customs and Excise Inspectors at TanjungPriok Customs and Excise Main Service Office, it is necessary to increase the aspect of visionary leadership from Head of Main Service Office, learning organization at Main Service Office and innovative behavior at Functional Officers of Customs and Excise Inspectors. Keywords : visionary leadership, learning organization, innovative behavior, and Performance.

scholarly journals THE IMPACT OF VISIONARY LEADERSHIP, LEARNING ORGANIZATION AND INNOVATIVE BEHAVIOR TO PERFORMANCE OF CUSTOMS AND EXCISE FUNCTIONAL

2017 ◽  
Vol 1 (02) ◽  
pp. 52-60
Author(s):  
Muhammad Anshar
Keyword(s):  
Data Analysis ◽  
Learning Organization ◽  
Random Sampling ◽  
Positive Impact ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Visionary Leadership ◽  
Innovative Behavior ◽  
And Performance ◽  
The Impact

This research aims to determine the impact of visionary leadership, learning organization, and innovative behavior on the performance of Functional Officers of Customs and Excise Inspectors at Tanjung Priok Customs and Excise Main Service Office. The research was conducted at Tanjung Priok Customs and Excise Service Office using the number of samples of 78 Functional Officers of Customs and Excise Inspectors. The sample was selected using simple random sampling technique. Data collection was done by using questionnaire and data analysis using path analysis. The results showed that 1) visionary leadership, learning organization and innovative behavior have a direct and positive impact on performance, 2) visionary leadership, and learning organization have a direct and positive impact on innovative behavior and 3) visionary leadership have a direct and positive impact on learning organization. The conclusion of this research is to improve the performance of Functional Officer of Customs and Excise Inspectors at TanjungPriok Customs and Excise Main Service Office, it is necessary to increase the aspect of visionary leadership from Head of Main Service Office, learning organization at Main Service Office and innovative behavior at Functional Officers of Customs and Excise Inspectors. Keywords : visionary leadership, learning organization, innovative behavior, and Performance.

scholarly journals Impact of Working Conditions on Teacher’s Job Satisfaction and Performance in the Private Primary Schools in Yei Town, South Sudan

2017 ◽  
Vol 8 (1) ◽  
pp. 122
Author(s):  
Alyaha Daniel Felix Ohide ◽  
Rosemary Wahu Mbogo
Keyword(s):  
Job Satisfaction ◽  
Private Schools ◽  
Working Conditions ◽  
Primary Schools ◽  
Survey Design ◽  
South Sudan ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
And Performance ◽  
The Impact

In South Sudan, teachers have become constant objects of ridicule whenever analysis of examinations is conducted. The poor and deplorable working conditions are among other factors contributing to teachers’ levels of job dissatisfaction. This paper examines the impact of working conditions on teacher’s job satisfaction and performance in the private primary schools in Yei town, South Sudan. The authors employ a survey design in private schools in Yei town, South Sudan to establish how working conditions affect job satisfaction of teachers and performance in private primary schools. Simple random sampling technique was used to select the respondents from ten private schools. The respondents therefore included 10 head teachers, 100 teachers giving a total of 110 respondents. Questionnaires were used for data collection. Data collected was analysed by the use of Statistical Package for Social Science (SPSS) version 12.0 was and presented in frequencies and percentages and a regression analysis performed to establish the relationships among the variables. The study concluded that the inadequacy of school facilities led to teachers’ dissatisfaction with their job.

Technological Innovation: An Imperative Tool for Entrepreneurship Development in Nigeria

2013 ◽  
Vol 03 (08) ◽  
pp. 41-47
Author(s):  
OYEWALE I.O ◽  
ADEYEMO S.A ◽  
OGUNLEYE P.O
Keyword(s):  
Technological Innovation ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Entrepreneurship Development ◽  
Mature Organizations ◽  
The Impact ◽  
Structured Questionnaire ◽  
Innovation And Entrepreneurship

Sustainable economic development does not occur without entrepreneurship and entrepreneurship is the practice of starting new organizations or revitalizing mature organizations. This study therefore is done to analyse the impact of innovation, technology and on the entrepreneurial development activities in Nigeria. Simple random sampling technique was used to select a total of 12 entrepreneurs from Lagos State that constituted our sample size. The primary data consists of a number of items in well- structured questionnaire that was administered to and completed by the respondents. Regression analysis was used to analyse the data. The results showed that there is significant relationship between technological innovation and entrepreneurship development in Nigeria. It is therefore recommended that government should create a friendly or an enabling environment for entrepreneurship and consumer goods to boost the Nigeria economy.

Impact of COVID-19 pandemic on indigenous contractors in a developing economy

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nathaniel Ayinde Olatunde ◽  
Imoleayo Abraham Awodele ◽  
Bosede Olajumoke Adebayo
Keyword(s):  
Developing Economies ◽  
Sampling Technique ◽  
Structured Interview ◽  
Additional Cost ◽  
Developing Economy ◽  
Content Type ◽  
Construction Contracts ◽  
The Government ◽  
And Performance ◽  
The Impact

Purpose The purpose of this study is to examine the impact of coronavirus disease 2019 (COVID-19) on indigenous contractors in a developing economy with a view to enhancing their performance. Design/methodology/approach The study used a purposive sampling technique to select 37 indigenous contractors with ongoing construction contracts in Osun State, Nigeria who provided data for the study. A structured interview protocol was used to elicit the required information from the interviewees and frequency, percentage and content analysis were used for data analysis. Findings The results showed that the critical impact of COVID-19 on indigenous contractors in a developing economy is: time overrun, loss of profit and creation of dispute. Further results showed that other impacts are a disruption in supply of labour, locally sourced materials are with additional cost, the additional cost of implementing COVID-19 protocols, difficulty in sourcing imported materials and absence of new jobs with the corresponding retrenchment of workers. Practical implications The study recommended special palliatives for the indigenous contractors from the government so as to cushion the impact of the pandemic on them, thereby enhance their survival and performance. A special arbitration panel is set up in each state of the federation to look at disputes arising from the aftermath of the pandemic, this is with a view to adequately compensate indigenous contractors with genuine and properly compiled claims. inferring from the findings of the study, it suffices to say that the severity of the impact of the pandemic is very high on indigenous contractors in developing economies, as such a better preparedness strategy could lessen the impact of such pandemic in the future. Originality/value The study is an attempt to unearth the impact of COVID-19 on indigenous contractors with ongoing construction contracts in a developing economy. The study will be of value to construction stakeholders in providing the information needed to devise strategies to minimise the impact of a pandemic on indigenous contractors in future projects thereby enhance their performance.

scholarly journals Compensation, Career Development, and Job Satisfaction as the Antecedent of Nurse Turnover Intention

2021 ◽  
Vol 10 (2) ◽  
pp. 139-147
Author(s):  
Nur Hidayah ◽  
Hana Rizki Ananda
Keyword(s):  
Job Satisfaction ◽  
Career Development ◽  
Turnover Intention ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Partial Least Square ◽  
Least Square ◽  
Cross Sectional ◽  
Professional Nurses ◽  
The Impact

The shortage of professional nurses in a hospital is to threaten service quality and patient safety. Inadequate compensation, no career development, and dissatisfaction can increase turnover intention. Increasing professional nurses' resilience is better than recruiting new nurses from an economic perspective. The research analyzed the effect of compensation and carrier development on job satisfaction and the impact on nurses' turnover intention in a private hospital in Yogyakarta, Indonesia. A quantitative research design with the cross-sectional approach was used. The sampling technique was simple random sampling. The samples consisted of 47 nurses who made a self-reported by filling out the questionnaire. Data analysis used Partial Least Square. The study found that compensation and career development had direct and significant effects on Turnover Intention. Moreover, compensation and career development also had indirect and significant Turnover Intention effects through job satisfaction as the intervening variable.

scholarly journals A SCALE DEVELOPMENT FOR STUDENT SATISFACTION: A PERCEIVED DIMENSION OF QUALITY EDUCATION

2019 ◽  
Vol 7 (1) ◽  
pp. 360-366 ◽  
Author(s):  
Pooja Paharia
Keyword(s):  
Student Satisfaction ◽  
Qualitative Interviews ◽  
Simple Random Sampling ◽  
Quality Education ◽  
Quality Factors ◽  
Validity And Reliability ◽  
Academic Leaders ◽  
Academic Leader ◽  
Future Work ◽  
The Impact

Purpose of the study: A 22 item Likert scale was developed by using Trochim (2000) procedure to measure the academic leader ’ s impact on student satisfaction, which is ultimately considered a factor contributing to quality education. Such an instrument can be used in further empirical researches to understand the role of academic leaders in student satisfaction. Methodology: Exploratory in-depth interviews were conducted with 20 academicians from the Central University of Rajasthan for item generation, followed by expert testing done by 10 HR experts. Data were collected from 30 students by employing multistage simple random sampling to ensure validity and reliability. SPSS version 21 was used for calculating corrected inter-item to total correlations (CITC) and t values for finalizing items of the questionnaire. Main Findings: A pool of 25 items was generated at first stage of qualitative interviews with academicians, at the second stage of expert testing 23 items were retained and 2 items were deleted due to low CITC score and t-value. At third stage of pilot testing, 1 item was deleted and 22 items were retained. The instrument for measuring student satisfaction contains was developed containing 22 items. Applications of this study: This study can be useful in the educational sector for analyzing quality education. It directs further future work by using exploratory and confirmatory factor analysis on larger sample sizes. Originality of this study: The instrument is developed purely for measuring the impact of academic leaders rather than any other educational and quality factors filling the research gap, based on academic leaders’ behavior, concern, responses, knowledge and other characteristics having an influence on elevating student satisfaction, which is perceived dimension of quality education.

scholarly journals THE IMPACT OF TRANSLANGUAGING APPROACH ON TEACHING ARABIC READING IN A MULTILINGUAL CLASSROOM

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Saidna Zulfiqar Bin-Tahir ◽  
Ummu Saidah ◽  
Nuril Mufidah ◽  
Riki Bugis
Keyword(s):  
Reading Comprehension ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Control Group ◽  
Education Department ◽  
Written Test ◽  
Multilingual Classroom ◽  
And Control ◽  
The Impact ◽  
Better Than

 The study aimed at measuring the effect of translanguaging approach in teaching Arabic reading comprehension to the second semester students of Indonesian Education Department, Universitas Iqra Buru. 64 students involved as the participants through simple random sampling technique. 32 students participated in each of the experimental and control group. The researchers used reading test of written test to obtain information about the students’ achievemnt in reading on the use of translanguaging approach and it was distributed to the respondents after the last treatment given. To find out the mean score, standard deviation and the t-test value between the pretest and the posttest the researchers used the SPSS 17 program. The researchers found that the use of translanguaging approach in learning Arabic reading comprehension improves the students’ ability of Arabic reading comprehension is better than the conventional method.

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