Navarroza, Angel C. Jr. and Onuh, Edge Chika G. and Tamesis, Jeffrey D. (2013) A comparative analysis on the job performance between day and night shift call center agents. Undergraduate thesis, De La Salle University-Dasmarinas.

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Abstract

Abstract Name of Institution: De La Salle University – Dasmariñas Address: Dasmariñas City, Cavite Title: A Comparative Analysis on the job performance between day and night shift call center agents Authors: Angel C. Navarroza Jr. Edge Chika G. Onuh Jeffrey D. Tamesis Funding Source: Parents Cost: P 10,000 Date Started: June 2012 Date Completed: March 2013 3 Objectives of the Study: A. General The goal of this study is to determine and compare the performance of day and night shift call center agents. B. Specific 1. To determine the job performance of each shift using the ten (10) work dimensions in terms of day and night shift 2. To determine the significant difference in the overall job performance between night shift and day shift call center agents according to the ten (10) work dimensions, Namely: job knowledge, interpersonal skills, quality,teamwork, schedule adherance, productivity, problem solving, integrity, dependability, and customer care Scope and Limitation This study was conducted with call center agents who were working in different call center companies in the Philippines. The respondents that were selected met the following criteria: (1) must be currently employed in the company and (2) must belong either to day shift or night shift. 4 Methodology The study used a descriptive – comparative research design. The researchers used the performance appraisal form made by Anna Diane Ochoa and Ma. Wenielene Pacumio (2005) in order to measure the job performance of each respondent. The statistical treatments that were used were mean, percentage and t-test for independent groups. Findings These findings were the results: 1. The mean score of the overall job performance of day shift call center agents was 3.28, with Job Knowledge and Schedule Adherence as the two highest among the ten work dimensions. The mean score of the overall job performance of night shift call center agents was 3.97, with Integrity and Dependability as the two highest among the ten work dimensions. 2. There is no significant difference between the overall job performance of day and night shift call center agents, with the t value of 0.00019, p<.05, df=39. 5 Conclusions The conclusions of this study were based on the findings and results. These conclusions were made: 1. The mean score of the overall job performance of the day shift call center agents falls under the Average classification, while the mean score of the overall job performance of the night shift call center agents falls under the Above Average classification. 2. Shifting has no effect on job performance as revealed by the table and analysis. Recommendations For the call centers, the researchers recommend that the company might consider strengthening their job rotation. Job rotation will help eradicate the routinized nature of work, thus lessening the occurrence of demotivation. Also, improving performance in all shift schedules could be possible if helpful programs and other incentives will be given. Lastly, Morning shift call center employees should be monitored, in terms of job performance. The researchers of the study recommend to the future researchers to try to determine the other factors that affect performance of nightshift and dayshift. Further research on these factors could help 6 determine and find possible solutions to lower performance ratings. Also, the researchers recommend that motivation should be included in the work dimensions so that it can be properly measured. Furthermore, a more detailed Performance Appraisal Form (PAF) could also be used to determine factors that extensively affect their performance during the morning shift. Another recommendation is to include more than one rater for every employee’s performance. This may produce a more credible data. Lastly, the researchers recommend that a higher sample population should be gathered for a more accurate data.

Item Type:	Thesis (Undergraduate)
Additional Information:	PSY 1076 2013
Subjects:	B Philosophy. Psychology. Religion > BF Psychology H Social Sciences > HM Sociology H Social Sciences > HT Communities. Classes. Races
Depositing User:	Users 4 not found.
Date Deposited:	30 Jan 2016 02:10
Last Modified:	07 Jun 2021 01:45
URI:	https://thesis.dlsud.edu.ph/id/eprint/1384

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