i

“FACTORS INFLUENCING JOB SATISFACTION OF

SELECTED EMPLOYEES WORKING AS CALL CENTER AGENT”

In partial Fulfillment of the Requirements for the subject Inquires and Investigation Grade 12 –
For Senior High School Students in Accountancy Business and Management

Presented by:

CANGAS, Christine Joy B.

LEOLIGAO, Rea Jane C.

DORADO, Jeremiah D.

ACEBUCHE, Eejay A.

GENOGUIN, Ailyn V.

BULTRON, Cymon D.

BORBON, Jhesa A.

AMIL, Creslyn P.

Mrs. Carolina Garcia

Research Adviser

S.Y 2017-2018
 ii

Table of Contents

Dedication……………………………………………………………………………….…..…v

Acknowledgement………...…………………………………………………………………..vi

Abstract……………………………………………………………………………..……..….vii

List of Tables

Summary of age bracket of the Respondents…………………………………………….21

Summary of Gender of the respondents………………………………………………….22

Summary of Civil Status of the respondents……………………………………………..22

Summary of Educational Attainment of the respondents………………………………...23

Summary of respondent’s working days in a call center………………………………....24

Summary of respondents with work experience…………………………… ……………25

Weighted Mean Derived on the Factors Influencing

Job Satisfaction of Selected Employees

Working as Call Center Agent in terms of Financial Rewards…………………………..26

Weighted Mean Derived on the Factors Influencing

Job Satisfaction of Selected Employees

Working as Call Center Agent in terms of Opportunity for Advancement and

Recognition………………………………………………………………………………27

Weighted Mean Derived on the Factors Influencing

Job Satisfaction of Selected Employees

Working as Call Center Agent in terms of Working Conditions………………………..28

 iii

Weighted Mean Derived on the Factors Influencing

Job Satisfaction of Selected Employees Working as Call Center Agent in terms of

Relationship with Supervisor and Management………………………………………….29

Weighted Mean Derived on the Factors Influencing

Working as Call Center Agent in terms of Relationship with Colleagues……………….30

Selected Call Center Agents Job Satisfactory in Terms of Financial Rewards

”Comparison”…………………………………………………………………………….31

Selected Call Center Agents Job Satisfactory in Terms of Opportunity Advancement and
Recognition ”Comparison”………………………………………………………………32

Selected Call Center Agents Job Satisfactory in Terms of Working Conditions

”Comparison”…………………………………………………………………………….33

Selected Call Center Agents Job Satisfactory in Terms of

Relationship with Supervisor and Management ”Comparison”………………………….34

Selected Call Center Agents Job Satisfactory in Terms of

Relationship with Colleagues ”Comparison”…………………………………………….35

List of Figures

Research Paradigm……………………………………………………………………….14

CHAPTER 1: THE PROBLEM AND ITS BACKGROUND

Background of the study.......................................................................................................1

Literature review...................................................................................................................3

Theoretical or Conceptual Framework ................................................................................13

Research Problem and Hypotheses.......................................................................................16

Definition of terms................................................................................................................17
 iv

CHAPTER 2: METHODS

Research Design........................................................................................................................18

Sampling and Participants.........................................................................................................18

Instruments................................................................................................................................18

Data Gathering Procedure.........................................................................................................18

Data Analysis............................................................................................................................19

Ethical Considerations..............................................................................................................20

CHAPTER 3: RESULTS AND DISCUSSION....................................................................21

CHAPTER 4: SUMMARY, CONCLUSION AND RECOMMENDATIONS

Summary of the Study...............................................................................................................36

Summary of the Results.............................................................................................................36

Limitations of the Study............................................................................................................37

Conclusions...............................................................................................................................37

Recommendations.....................................................................................................................38

References……………………………………………………………………………………ix

Appendices…………………………………………………………………………..…….....xi

Curriculum Vitae……………………………………………………………..……...……….xiv
 v

DEDICATION

We dedicate this research paper to God Almighty, our creator, our strong pillar, our

source of inspiration, wisdom, knowledge and understanding. He has been the source of

our strength throughout this and on His wings only we have soared. I also dedicate this

work to our parents, friends and love ones who has encouraged us all the way and whose

encouragement has made sure that we would give it all what it takes to finish this research

paper. Thank you. Our love for you all can never be quantified. God bless you.
 vi

ACKNOWLEDGEMENT

This research paper would not have been possible without the support of many people.
Many thanks to our subject adviser, Mrs. Myrsel Laluna and also to our research adviser,
Mrs. Carolina Garcia, who read our numerous revisions and helped make some sense of
the confusion. Thanks to Mrs. Michelle Deguro who offered guidance and support and
finally, thanks to our parents, and numerous friends; Harvey Oracion, Ayrish Araza,
Bernadeth Dinoy, and Melindy Lerio who endured this long process with me, always
offering support and love.
 vii

APPROVAL SHEET

This research study entitled, “Factors Influencing Job Satisfaction of Selected Employees
Working as Call Center Agent”, prepared and submitted by Christine Joy B. Cangas, Rea
Jane C. Leoligao, Jeremiah D. Dorado, Eejay A. Acebuche, Ailyn V. Genoguin, Cymon
D. Bultron, Jhesa A. Borbon and Creslyn P. Amil Grade 12 ABM-C, has been approved
and accepted in partial fulfillment of the requirements for the subject, Inquiries and
Investigation.

Mrs. Carolina D. Garcia, MA Ed.

Research Adviser

PANEL OF EXAMINERS

Approved and accepted by the Committee on Oral Examination on April 7, 2018.

ALICE T. MONTAJES, MS Math Ed

Chairman

FREDERICK EDWARD T. FABELLA, PhD

Member

CATHERINE B. PASCUAL, MEM

Member

ALICE T. MONTAJES, MS Math Ed

Senior High School Principal
 viii

ABSTRACT

Name of Researchers: CANGAS, Christine Joy B.

LEOLIGAO, Rea Jane C.

DORADO, Jeremiah D.

ACEBUCHE, Eejay A.

GENOGUIN, Ailyn V.

BULTRON, Cymon D.

BORBON, Jhesa A.

AMIL, Creslyn P.

Title: Factors Influencing Job Satisfaction of Selected Employees

Working as Call Center Agent

Key Concepts: mobile phone, educational uses, awareness

Research Adviser: Mrs. Myrsel D. Laluna

This study was conducted to determine the factors influencing job preference

among selected call center agents. The objective of the study is to determine the socio-

economic and demographic profile of employees working in the call center sector and

identify the factors that affect the job preferences among employees. Employees of the call

center sector composed the population of this study. Results revealed that majority of call

center agents were single and on the average age of 26 to 30 years old. Majority were

College Under-Graduate and College Graduates both at 30%. Results showed that call

center as a job preference is significantly affected by civil status, educational attainment,

salary, job prospect, work hours, work environment, and geographical location.
 ix

REFERENCE

Arboleda, C.R. (2012). “Writing a Thesis Proposal”, Published, copyrighted 2017,

and distributed by Assumption College Press San Lorenzo Village Makati,

MetroManila. Reprinted September 2013.

Aydogu, S. and B. Asigkil. "An Empirical Study of the Relationship Among Job

Satisfaction, Organizational Commitment and Turnover Intention",

International Review of Management and Marketing, Vol. 1, No. 3, 2011,
pp.43-53, Derived from: www.econjournals.com

Brown, S., J. Roberts and K. Taylor. “Reservation Wages, Labour Market

Participation and Health”, Department of Economics, University of

Sheffield United Kingdom, Sheffield Economic Research Paper Series,

February 2017.

Cahuc, P. and A. Zylberberg (2014). "Labor Economics". Chapter 3, Labor Economics,

MIT Press, Published 2014. Choudhury, D. and S. Mishra

(2011)."International Journal of Business &Management Tomorrow",
Vol. 1 No.1., Derived from:http://www.ijbmt.com/issue/23.pdf.

Feng, F.C., L.Y. Shan, S.T.P. Li, T.S. Meow, W.K. Jeng(2012). "A Study of Job Selection

Criteria Towards the Future Career Prospect of Undergraduates in

Malaysia”,Faculty of Business and Finance Department of Commerce and
Accountancy,UNIVERSITITUNKU ABDUL RAHMAN,
http://eprints.utar.edu.my/601/1/AC-2011-0907725 .pdf
 x

Giacometti, S. (2015). "Factors Affecting Job Satisfaction and Retention", Dissertation

submitted to the Faculty of the Virginia Polytechnic Institute and State

University in partial fulfilment of the requirements for the degree of
Doctor of Education in Educational Leadership and Policy Studies,
Blacksburg, Virginia.

Gupta, Dr. S. K. Gupta and S. Verma (2012). "Business Process Outsourcing an

Analysis of Recent Developments and Implications", International Journal

of Research in IT & Management, IJRIM Volume 2, Issue 7 (July 2012)
(ISSN 2231-4334), www.mairec.org

Grund, C. (2011). "Revealed Job Preferences by Employee Initiated Job Change",

Department of Business and Economics, University of Würzburg, August

2011.http://www.uniwuerzburg.de/fileadmin/12020700/user_upload/Publi
katione n/Job_Preferences1.pdf

Holganza, L. G. (2013). "ICT Davao Annual Report 2012”, ICT Davao Inc., January 19,

2013.

Manski, C.F. and D.L. McFadden (2017).”Introduction to discrete choice modeling.”

Nolasco, F. (2011)."Academe and BPO Linkage: Matching Workforce 21 Competencies",

Chapter 3, pg.28, http://www.scribd.com/doc/59656289/2010-BPO-

Monograph-USC
 xi

APPENDICES

Dear Sir/Madam:

Warmest Greetings!

We would like to ask your permission to allow us to conduct a survey among the call
center agents working at your company. This is in view of our thesis, entitled “Factors
Influencing Job Satisfaction of Selected Employees Working in a Call Center” that we
will be conducting. Attached here with is the survey questionnaire for this study.

This survey would only last for 10-15 minutes and would be arranged at a time
convenient to the call center agent’s schedule (e.g during break). Participation in the
survey is entirely voluntary and there are no known or anticipated risks to participate in
this study. All information provided will be kept utmost confidentiality and would be
used only for academic purposes. The names of the respondents and the name of the
company in any thesis or publications resulting from this study unless agreed to.
Your approval to conduct this study will be greatly appreciated. Thank you in advance for your
interest and assistance with thus research.

Sincerely yours,
Cangas, Christine Joy
Leoligao, Rea Jane
Dorado, Jeremiah
Acebuche, Eejay
Genoguin, Ailyn
Bultron, Cymon
Borbon, Jhesa
Amil, Creslyn
 xii

Survey Questionnaire

Part I. Profile of the respondent

Directions: Please put a check (/) mark that corresponds to your answer on the following
items.
Name (optional) ______________________________
1. Gender
( ) Male ( ) Female
2. Civil status
( ) Single ( ) Married ( ) Divorced / Separated ( ) Widowed
3. Age
( ) 18 to 25 yrs old ( ) 36 to 40 yrs old
( ) 26 to 30 yrs old ( ) 41 to 45 yrs old
( ) 31 to 35 yrs old ( ) 46 yrs old and above
4. Educational attainment
( ) Post Graduate ( ) High School Graduate
( ) College Graduate ( ) TESDA Graduate
( ) College Undergraduate ( ) Others
5. How long have you been working in your current job?
( ) Less than 6 months
( ) 6 months – 1 year
( ) 1 – 3 years
( ) 2- 5 years
( ) 6 years and above

7. With previous work experience?

( ) Yes
( ) No
Part II. Research Proper
The following are factors or areas of concern that influences your job satisfaction with
your current work. Kindly rate your satisfaction on the following statements.
Legend:( 5) - Strongly Agree (4) – Agree (3) – Not sure
(2) - Disagree (5) - Strongly Disagree

Areas/Concern 5 4 3 2 1
ORGANIZATIONAL FACTORS

Financial Rewards

1. I am happy with my current salary

2. I am happy with my benefit packages (i.e. Life
Insurance, HMO, Allowances, Incentives and other)
3. I am happy with my recent salary increment or
increase
4. I am delighted with the company’s pay structure.
 xiii

5. I delighted with the reward for the quality of my

work
Opportunity for Advancement & Recognition
1. There are opportunities for career advancement in
this company (.e.g promotion)
2. I experience personal growth such as updating skills
specially in communication
3. My organization organizes any counseling programs
for the employees
4. My organization organizes any training courses for
the employees.
5. My organization organizes any training courses for
the employees (both local & international)
ORGANIZATIONAL FACTORS
Working Conditions
1. My work is spacious and very convenient to work at
2. With adequate lighting and comfortable work
stations
3. Company provides productivity tools such as
upgraded information technology to help employees
accomplish tasks
4. With complete facilities accessible to all employees
such as comfort room, pantry, medical services and
others
5. Assurance for 24 hours safety and security within
the working area
Relationship with Supervisor and Management
1. The management appreciates my suggestions and
leadership
2. Supervisors encourage me to do well in my work.
3. I am valued by my supervisor.
4. My superiors is committed to finding win-win
solutions to problems at work.
5. I am satisfied with my involvement in decisions that
affect my work.
Relationship with colleagues
1. I understand the importance to value and respect my
colleagues
2. Employees have a friendly relationship together.
3. The employees share experience to help each other
solve work-related problems
4. My colleagues values individual differences such
opinions, gender, religion, ethnicity and others
Questionnaire is adopted and modified from the Undergraduate thesis of Munisamy, S.
(2013), Identifying Factors that Influences Job Performance amongst Employees in Palm
Plantation. Open University.:Malaysia
 xiv

CURRICULLUM VITAE

CANGAS, CHRISTINE JOY B.

40 San Lorenzo Ruiz St., Brgy. Payatas A, Quezon City
Contact no#: 09294463363
Email: Kristindyoy23@gmail.com

ACHIEVEMENT

Academic Excellence Award, Third Honor for the First Quarter

Mary the Queen College of Quezon City
S.Y 2017-2018

EDUCATION

SENIOR HIGH SCHOOL: Mary the Queen College of Quezon City

Accountancy Business and Management
44 Commonwealth Ave, Matandang Balara, Quezon City, Metro Manila

JUNIOR HIGH SCHOOL: St. Anthony Learning Institute of Quezon City

Graduated 2012-2015
034 San Pedro, Payatas A, Quezon City, 1119 Metro Manila

PERSONAL INFORMATION

Mother’s name: Mary Jane B. Cangas

Father’s name: Cesar O. Cangas Jr.
Age: 17 years old
Birth Date: June 23, 2000
Birth Place: Manila
Religion: Roman Catholic
Status: Single
Citizenship: Filipino
Height: 5’0
Weight: 45 kl’s.
 xv

LEOLIGAO, REA JANE C.

Address: #107 Saint Mary St. Brgy. Payatas Quezon City
Contact no#: 09554571480
Email: rea.jane05@yahoo.com

EDUCATION

SENIOR HIGH SCHOOL: Mary the Queen College of Quezon City, Inc.
Accountancy, Business and Management
Commonwealth Avenue Rd. 44, Diliman Quezon City
(2016-2018)

JUNIOR HIGH SCHOOL: Saint Gregory Learning Center

Everlasting St, Payatas A, Quezon City
(2012-2016)

PERSONAL INFORMATION

Date of birth: January 9, 1999

Place of birth: Quezon City
Age: 19 years old
Gender: Female
Civil Status: Single
Weight: 41 kg.
Height: 5’7
Religion: Roman Catholic
Language Spoken: Tagalog
 xvi

DORADO, JEREMIAH D.
#4 Tarlac St., Luzviminda Village, Batasan Hills, Quezon City
Contact no#: 09568511199
Email: Jeremiahdorado@yahoo.com

EDUCATION

SENIOR HIGH SCHOOL: Mary the Queen College of Quezon City, Inc.
Accountancy, Business and Management
Commonwealth Avenue Rd. 44, Diliman Quezon City
(2016-2018)

JUNIOR HIGH SCHOOL: Cansinala High School

Purok 4 Cansinala Apalit, Pampanga
Grade 10 (S.Y 2015-2016)

Batasan Hills National High School

IBP Road, Batasan Hills, Quezon City, Metro Manila
Grade 7 to 9 (S.Y 2012-2015)

PERSONAL INFORMATION

Date of birth: July 19, 1999

Place of birth: Apalit, Pampanga
Age: 18 years old
Gender: Male
Civil Status: Single
Weight: 48 kg.
Height: 5’4
Religion: Roman Catholic
Language Spoken: Tagalog
 xvii

ACEBUCHE, EEJAY A.
Area 3 Dove Street, Veterans Brgy. Bagong Silangan Quezon City
Contact no#: 09103343794
Email: eejayacebuche10@gmail.com

EDUCATION

SENIOR HIGH SCHOOL: Mary the Queen College of Quezon City, Inc.
Accountancy, Business and Management
Commonwealth Avenue Rd. 44, Diliman Quezon City
(2016-2018)

JUNIOR HIGH SCHOOL: Bagong Silangan High School

Bagong Silangan, Quezon City
(2012-2016)

PERSONAL INFORMATION

Date of birth: June 10, 2000

Place of birth: Quezon City
Age: 17 years old
Gender: Female
Civil Status: Single
Weight: 42 kg.
Height: 5’3
Religion: Roman Catholic
Language Spoken: Tagalog
 xviii

GENOGUIN, AILYN V.
Farmer St. Area B. Quezon City
Contact no#: 09275129511
Email: ailyn_genoguin@gmail.com

EDUCATION

SENIOR HIGH SCHOOL: Mary the Queen College of Quezon City, Inc.
Accountancy, Business and Management
Commonwealth Avenue Rd. 44, Diliman Quezon City
(2016-2018)

JUNIOR HIGH SCHOOL: Justice Cecilia Munoz Palma High School

Molave St, Payatas, Quezon City
(2012-2016)

PERSONAL INFORMATION

Date of birth: March 1, 1999

Place of birth: Negros Oriental
Age: 19 years old
Gender: Female
Civil Status: Single
Religion: Roman Catholic
Language Spoken: Tagalog
 xix

BULTRON, CYMON D.
# 39 Bicol St Brgy. Payatas Quezon City
Contact no#: 09098392386
Email: TangcaRichard@yahoo.com

EDUCATION

SENIOR HIGH SCHOOL: Mary the Queen College of Quezon City, Inc.
Accountancy, Business and Management
Commonwealth Avenue Rd. 44, Diliman Quezon City
(2016-2018)

JUNIOR HIGH SCHOOL: Justice Cecilia Munoz Palma High School

Molave St, Payatas, Quezon City
(2012-2016)

PERSONAL INFORMATION

Date of birth: October 25, 1999

Place of birth: Quezon City
Age: 18 years old
Gender: Male
Civil Status: Single
Religion: Roman Catholic
Language Spoken: Tagalog
 xx

BORBON, JHESA A.
#3308 Saint Joseph St, Brgy., Holy Spirit. Quezon City
Contact#:09501168298
Email: Borbonkagumi@yahoo.com

EDUCATION

SENIOR HIGH SCHOOL: Mary the Queen College of Quezon City, Inc.
Accountancy, Business and Management
Commonwealth Avenue Rd. 44, Diliman Quezon City
(2016-2018)

JUNIOR HIGH SCHOOL: Commonwealth High School

Ecol St, Payatas, Quezon City
(2012-2016)

PERSONAL INFORMATION

Date of birth: January 18, 1998

Place of birth: Quezon City
Age: 20 years old
Gender: Female
Civil Status: Single
Weight: 50 kg.
Height: 5’5
Religion: Roman Catholic
Language Spoken: Tagalog
 xxi

AMIL, CRESLYN P.
Area 6, Sitio Veterans.,Brgy Bagong Silangan, Quezon City
Contact no#: 09179790653
Email: Creslynpadua12@gmail.com

EDUCATION

SENIOR HIGH SCHOOL: Mary the Queen College of Quezon City, Inc.
Accountancy, Business and Management
Commonwealth Avenue Rd. 44, Diliman Quezon City
(2016-2018)

JUNIOR HIGH SCHOOL: : Bagong Silangan High School

Bagong Silangan, Quezon City
(2012-2016)

PERSONAL INFORMATION

Date of birth: July 12, 1999

Place of birth: Quezon City
Age: 18 years old
Gender: Female
Civil Status: Single
Weight: 4o kg.
Height: 5’4
Religion: Christian
Language Spoken: Tagalog