Service orientation and performance of work-from-home business process outsourcing employees in Cavite / by Ma. Camille S. Campo, Hanie M. Cuadator, Racquel C. Eusebio, Sean Lester D. Rentoy.

By:

Campo, Ma. Camille S [author]

Contributor(s):

Material type: Text

TextLanguage: English Publication details: Indang, Cavite : Cavite State University- Main Campus, 2022.Description: xviii, 91 pages : illustrations ; 28 cmContent type:

text

Media type:

unmediated

Carrier type:

volume

Subject(s):

DDC classification:

658.723 C15 2022

Online resources:

Click here to view the Abstract and Table of Contents

Production credits:

College of Economics, Management and Development Studies (CEMDS).

Abstract: CAMPO, MA. CAMILLE S., CUADATOR, HANIE M., EUSEBIO, RACQUEL C., RENTOY, SEAN LESTER D. Service Orientation and Performance of Work-From- Home Business Process Outsourcing Employees in Cavite. Undergraduate Thesis. Bachelor of Science in Business Management major in Service Management. Cavite State University, Indang, Cavite. August 2022. Adviser: Mr. Elmer D. Baybay. During the first quarter of the year 2020, the country and the rest of the world had to implement community quarantine as ordered by the local government to combat the pandemic brought by the coronavirus. Urban areas with business process outsourcing (BPO) offices had been hardly and were subjected to stricter lockdowns. The BPO sector is one of the few permitted to operate within these periods. The COVID-19 pandemic extended and enhanced telecommuting, raising significant concerns about its effects on employees' job performance. The study sought to identify the socio-demographic profile of the participants, the KPI for work-from-home BPO employees, the performance scores of work-from- home BPO employees for each key performance indicators (KPIs) as well as describe the level of service orientation of work-from-home BPO employees. It likewise intended to assess the relationship between sociodemographic profile and service orientation and performance scores for each KPI and service orientation. Lastly, it evaluated the validity of past job performance and service orientation frameworks during the COVID- 19 crisis. In this study, 385 telecommuting employees from various BPO organizations in Cavite were surveyed using purposive and snowball sampling strategies. An analysis of the data was performed using Kendall's tau and frequency count. This study concluded that there is a strong link between service orientation and key performance metrics, particularly quality assurance (QA). Thus, major performance measures like average handle time (AHT), attendance, customer satisfaction score (CSAT), and dissatisfaction score (DSAT) are unrelated to service orientation.

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Holdings
Item type	Current library	Collection	Call number	Materials specified	URL	Status	Notes	Date due	Barcode
Theses / Manuscripts	Ladislao N. Diwa Memorial Library Theses Section	Non-fiction	658.723 C15 2022 (Browse shelf(Opens below))		Link to resource	Room use only	T-9007		00081874

Thesis (Bachelor of Science in Business Management major in Service Management) Cavite State University.

Includes bibliographical references.

College of Economics, Management and Development Studies (CEMDS).

CAMPO, MA. CAMILLE S., CUADATOR, HANIE M., EUSEBIO, RACQUEL C., RENTOY, SEAN LESTER D. Service Orientation and Performance of Work-From- Home Business Process Outsourcing Employees in Cavite. Undergraduate Thesis. Bachelor of Science in Business Management major in Service Management. Cavite State University, Indang, Cavite. August 2022. Adviser: Mr. Elmer D. Baybay.

During the first quarter of the year 2020, the country and the rest of the world had to implement community quarantine as ordered by the local government to combat the pandemic brought by the coronavirus. Urban areas with business process outsourcing (BPO) offices had been hardly and were subjected to stricter lockdowns. The BPO sector is one of the few permitted to operate within these periods. The COVID-19 pandemic extended and enhanced telecommuting, raising significant concerns about its effects on employees' job performance. The study sought to identify the socio-demographic profile of the participants, the KPI for work-from-home BPO employees, the performance scores of work-from- home BPO employees for each key performance indicators (KPIs) as well as describe the level of service orientation of work-from-home BPO employees. It likewise intended to assess the relationship between sociodemographic profile and service orientation and performance scores for each KPI and service orientation. Lastly, it evaluated the validity of past job performance and service orientation frameworks during the COVID- 19 crisis. In this study, 385 telecommuting employees from various BPO organizations in Cavite were surveyed using purposive and snowball sampling strategies. An analysis of the data was performed using Kendall's tau and frequency count. This study concluded that there is a strong link between service orientation and key performance metrics, particularly quality assurance (QA). Thus, major performance measures like average handle time (AHT), attendance, customer satisfaction score (CSAT), and dissatisfaction score (DSAT) are unrelated to service orientation.

Submitted to the University Library 09/12/2022 T-9007

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